My Views on Customer Service

I had a meeting up in Seattle recently -- it was one of those meetings you really don't know what is going on until you get there.  About the hardest part of the meeting was being so darn close to Fusion Beads and not being able to stop by because the traffic was about to get horrendous on a Friday afternoon.  Sigh.

But the discussion I had with the two people who asked me to come up was fun, engaging and quite interesting.  They were trying to get to the heart of what worked on e-commerce for small business owners.  I did not try to be "smart" but rather answered honestly about myriad of topics.

They asked how I got started -- which personally, I love that story.  It's the story of being sick and staying with my mother who lives near Shipwreck Beads and spending a small fortune to get her "something to keep the kids occupied" while I recovered.  Then there's the selling to a kiosk on the military installation nearby -- and doing commission work for the owner while I was in college after 6 years in the Army.

That discussion always morphs into my best friend from high school telling me to give Etsy a try -- which I did, half-heartedly, while stationed in Fort Hood with my hubby and unemployed for most of that jaunt.   Then the move up here to Seattle -- and losing that job after the budget battle of 2011.  I got a sale about a year into unemployment (while in surgery) and another sale shortly after -- which sort of started me on this road to "prove to myself" that I could do this.

We discussed everything -- my views on how to be noticed on Etsy, the changes that happen every year just as christmas season is starting (now seriously, I do not have a problem with changes -- but why institute something EVERY single year just as Christmas shopping is about to pick up?  What is wrong with like March instead?).

In the end -- they asked me about customer service, and where I came up with my policies.

"I honestly got my ideas on customer service, returns, and shipping from you.  I ordered a Kindle one year for myself for Mother's Day while my husband was deployed.  My son promptly broke it and I called customer support.  Their answer:  We are sending you a new one, just send us the old one back in the box you get."

And that --that moment -- is where I started forming my customer service policies, from that experience with Amazon.  Sure, I have to pay for Prime so that I get free shipping -- but that's where my free domestic First Class USPS shipping policy comes from.  My return policy too -- I have lived in Amazon country for the better part of my adult life and just love the return policy, and love the satisfaction policy.  So I molded my shop around how I personally, as a shopper, loved being treated the way I always was at Amazon.  I wish I had the staff to have my customers able to call me like I can call Amazon (you know click a button and they call you within 3 minutes or something?).

But, until that day, all I can be is available if there is a problem -- or if there isn't.  Or if someone wants something tailored a little -- or a lot.

I try to be available right away -- but sometimes, it's just not feasible because I am just one person. With three kids.  And a husband.  And a house that never seems to get vacuumed enough. And, where is my cleaning fairy?  Is she on strike again?  So unfair.

Amethyst Teardrops in 14k Gold Filled

~Maggie~

Rose Gold -- Popularity and Care

I mentioned a while back that Rose Gold -- Gold with copper added to it to make it 'pink' -- is becoming very popular.  Indeed, I saw on some jewelry trends for the autumn that Rose Gold is one of the top 5 or so "to have" in your jewelry wardrobe.

Being someone who can neither wear gold, nor copper, I am only slightly jealous of you folks that can do both. I personally like the pink in the gold -- but always feel the need to give a very lengthy "how to care for rose gold" in the card I write each of my customers.

It's tough -- 14k gold filled in and of itself is a unique (ish) product -- having the top 40 or so percent of the actual piece being 14k gold bonded to usually sterling silver or a base metal.  That keeps the cost down -- without the threat of chipping like Vermeil.  Don't get me wrong -- Vermiel is nice, but it just doesn't look as rich to me as 14k gold filled does.

Plus -- with my sensitive skin -- I have to be very cautious about what I am making items with -- I am so very allergic to most metals (especially base metals) that there is not very much in the way of other metals in my shop. 

Really it's personal to me -- I don't stock it, if I can't really work with it.

Enter the new addition (a couple of years ago at least) of 14k Rose Gold Filled -- so now we can keep the cost down -- but still have to worry about the care.  Because of the copper -- 14k Rose Gold filled will tarnish with age -- becoming a darker pink generally.  I haven't seen it darken beyond that, though I imagine some other funky colors could happen -- I mean think of a penny or anything copper -- weather does weird stuff to it.

So the care of it -- right?  You have to polish it with a cloth.  I would generally say use a spray cleaner -- since it's so darn easy -- but since I have had some issues with copper and spray cleaners, I would steer clear.  But I usually use a very simple jewelry polishing cloth -- and I store everything in plastic baggies completely dry.  That keeps the tarnish from not happening -- since it's mostly weather (and Pacific Northwest weather to boot) that causes the "rose" part of the gold to tarnish.

 

 

Ethiopian Welo Opal in 14k Rose Gold Filled

Mookaite Jasper Necklace in 14k Rose Gold Filled

Emerald Green Onyx in 14k Rose Gold Filled

Heart Post Earrings (Shown in 14k Rose Gold Filled)

So -- just doing a cursory search in my shop for "rose gold" -- there is quite a bit of variety (and will be more in the coming weeks since I have to make an order soon). 

So -- if you can wear gold and copper -- enjoy the Rose Gold of the season, which is likely to be popular (if history shows us what lasts) for the next several years.

~Maggie~

Blame it all on an obsession with "Outlander"

Well, I haven't really been slacking.  I have had a million and one things to do.  Honestly.  It's like I will never catch up with the summer out here. It's been painfully hot -- especially for me, I have that whole one degree of temperature variation where I feel comfortable.

It's 71 degrees in case you're wondering.  At 70, I am freezing...at 72 I am overheated. My mother always laughs at it -- because she is lucky enough to have a very wide range -- if lower than most people -- around 55 to 73 degrees and she is fine.  But once the weather tops 72 degrees, I am literally overcome by the heat and hiding from the sun.  (Red-hair, can only be outside about 5 minutes before I actually start burning to a crisp -- sunscreen or not).

So that leaves very little of the day that I am "okay" to be doing work.  Add to that that my office is facing the south -- and sheesh, it's pretty hot here in the studio by about noon.  Even today, I was taking photos on my windowsill about an hour ago -- so bright I about went blind shooting though the lens.  Meh, well it's alright.

I have been making a few items of late -- but I discovered that I am just plain bad at taking photos as I go and rather end up with about ten items to do a photo shoot of.  I feel kind of badly about that -- because I should be better -- it's like I just put of the photography and editing until I absolutely must list the item -- then pack it away for when it sells.

I recently started watching the "Outlander" series on Starz.  Can anyone say hooked?  I started reading the book -- and then eventually I did the whole whispernet synch on Amazon so that I could listen through my kindle or phone while I was in the office -- working.  Or in the car.  Or in the kitchen, doing dishes.  Or lounging in a hot bath.  Or...well you get the point.  

There is this wonderful description in the book of the pearls Jamie gives Claire in the book -- the baroque white pearls from the fresh waters in Scotland -- that tipped me to try and make a set like that for my mother.  But finding filigree that could work for between the pearls has been hard.  I was thinking of just using stardust beads instead and making the piece "inspired by" instead. 

By the way -- these are stardust beads:

Rose Gold Stardust Post Earrings

It could work -- but boy if I don't have to have a little down time after finally getting those kids back in school for the year.

Here's a few of the newer items I've finally shot and edited for the shop:

Light Amethyst Baroque Crystal Earrings

 

 

Hemlock Green Opal Stud Earrings in 14k Gold Filled

Emerald Green Crystal Stud Earrings

Grow Up...

When I awoke this morning there was a fabulous treasury featuring my emerald necklace.  But it was the title that really made me giggle.  It's called "grow-up," and just made me snicker.  Here it is below:

Grow-up by Efratul

Enjoy!

~Maggie~

Disconnect

My husband got home early last week -- I think Tuesday (the days all run together for me). He was only gone for about three weeks this time -- miserable in Idaho because of the heat.  We were pretty miserable here too because of the heat -- but it was about 20 degrees cooler here than there, though only about 6 hours away.

This last temporary duty seemed so long, almost longer than trips five times as long.  It's not so much that it's unusual for him to go away for a few weeks at a time here and there -- it's that we got the keys to the house on June 4th -- and he has been home only about 10 days since then.

So while we spent Tuesday evening just resting -- getting back into being at home together, Wednesday he had a few things to do at work -- then a surprise longish weekend.

It was never actually said -- but we pretty much disconnected from everything.  Except each other.  It was like a stay-cation without worry of checking email, facebook, really much of anything.  Sure, if I had an order, I packed it up and sent it, but then I went back to our staycation.  

Hubby bought a few artwork reproductions -- knowing how much I love Van Gogh, I was excited to see "Terrace at Night" in the hallway near my kitchen.  Just so fitting.  Though it's a reproduction -- I still love it, and frankly, I am not sure I could ever hang (or afford) a real Van Gogh in my house -- let alone so close to where I make pasta sauce.

It's sort of got the bug in me to actually decorate the walls in my office in here. They're pretty barren -- and while I am kind of used to bare walls because of never really feeling like a house was our home, I think some artwork would look nice.  And photographs -- especially scenery, so that there is always some inspiration around.

Hubby and I talked endlessly about what we loved about the house -- words like "reprieve," "calming," "relaxing" always escaping our lips.  We're technically in city limits -- no more than 2 miles from the actual city center of this smallish city outside Seattle.  But, it feels like miles away.  Like we live out in the country, away from the hustle and bustle -- yet we're right here for all my creature comforts.   We discussed things like: "When you were dreaming up your dream house, what was it like?"  "Well, it wasn't this -- but I couldn't imagine a better place now."

When we were in the apartment -- we felt on top of each other, always in each others way.  My "office" was a corner of our bedroom -- that doubled as the TV area when we watched netflix on the computer. I often sat in bed creating long into the evenings.  We were cramped. This house is technically only about 200 square feet larger -- but it feels like another 1000 square feet.  Hubby walked by the kitchen over the weekend, and puttered into my office (my office is off the kitchen, originally designed as a very, very small dining room) and said "I always forget this room is back here -- it's so nice."

It's so relaxing and calming to disconnect for a few days.  I get why people sign up for offline conferences and retreats now.   While we didn't intend to go offline -- I think we may plan that in the future. (And, we weren't completely offline, truth be told -- we still watched netflix a little at night).

Do you "go offline" from time to time? Is it rejuveinating, or do you freak out a little?

~Maggie~

What to do...

So yeah, I love my back yard.  Sure, I can also see the millions of things I need to do to make it super pretty.  But for now I love it.

There are three sections -- divided most ingeniously by the previous owners of my house.  While I do have certain plans to take out some of the items they grew here (I am not a fan of ivy going pretty wild) -- the general separation is just plain calming. 

I spend much of my time in the middle back yard -- an area just covered in fruit trees and greenery.  It's raised on a bed of rocks that remind me of growing up in New York -- like those huge rock-walls around grand estates.  The people who lived here before put in so much time and effort into those rock walls -- I just can't bear to take them down. 

So, I sit -- on a raised 'circle' of grass, which is separated from the rest of the yard by an apple tree, a cherry tree and a plum tree.  Those three trees make a triangle that the circle sits inside.  Within that area -- I allow my husbands dogs to have their dog houses and play as much as they want because they just didn't get that in the apartment, so we're making up for lost time.  It provides shade, grass for them to roll around in, and apples -- which the midget doggy just loves.

Surrounding this raised bed of grass and fruit trees and fully separating the front back, the middle back and the back - back is a stone path that meanders through hazelnut trees, roses over an arbor, rose bushes -- my planting beds for gardening are on one side -- and my little shed that eventually I will "re-purpose". 

I am back there all the damn time.  Instead of making jewelry.  Instead of cleaning house.  Heck, instead of unpacking.   There is this innate serenity back there, a calm that is almost indescribable.  It's addicting, like not being able to put down a good book.  But the trouble is -- the book never quite ends.  I am back there constantly.  Moving my lawn furniture to either follow the shade or the sun depending on the temp outside. 

So now -- where in the apartment I was always behind because I was always stressed -- I am always behind here because I am seeking out the calm far too often. (In fact, once I finish this post I am going out there to check on the garden and relax before I clean house -- yeah I will totally get to cleaning house.)


Here's some green -- so you can love the outdoors a bit today also.

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Soft Pastels

Gentle Touches

Curated By: Gheet

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Handmade Jewelry

The golden hour

I've been working hard at putting together my "home".   While it's been very exciting for me and the hubby, the poor guy I am married to is not going to get much time to enjoy the place as he has so many trips away from home to train soldiers with the Army this year. 

Last year would have probably been better as we were in that budget battle that caused a lot of training to be cancelled -- if we had closed last year, maybe he would have gotten more time to enjoy the place.  As it is, it seems like it's about a week or two home to every 4-5 weeks away for this year.

With all that time away -- it's a double edged sword, really.  On one hand, I can kind of set up places around the house how I want -- on the other hand, he doesn't get to experience the wonder of the new place at the same time. 

Also -- I am kind of doing it all by myself, so my poor shop is suffering and I am not getting nearly as much done as I would like.  Like right now I have some fabulous peach moonstone and some fabulous Swiss blue topaz I just have not been able to touch.  It's sad to me, because they are so pretty that I wish I could just make them into something and post them.

I did however, get a few new items listed -- finally, even though I am still not caught up on creating my work-spaces.  I will show you those later in the post.

I think, however, the thing that is messing up my desire to work in the office / studio here is the golden hour.  It's this time of day that my yard is bathed in this fabulous golden light. I sit back in the back yard during that time every single day, enjoying the fabulous lighting hitting my fruit trees and my gardens.  When raspberries were in season (you know for about a week) it was like heaven in my back yard during that time.

Hubby has been home for almost his two weeks now -- and he can't seem to drag himself away from the back yard golden hour either.  It's like this moment of heaven on earth -- peaceful, serene, and absolutely stunning. There are several photos of the golden hour on my instagram, you'll see what I mean.

This is a Peridot colored Swarovski starfish.  I love it, because finding actual Peridot in this size would not in any way be cost effective -- or probably possible as Peridot cracks easily.  Think August birthdays.

This is a simple rutilated quartz wire wrapped pendant -- except the rutilations are purple.  OOOOH purple!

This was a custom design -- Rainbow Tourmaline Teardrops.  I have only listed these as a custom order -- but may list them for the greater shop later this week.

I bought this strand of Ruby on a whim -- and oh my goodness I am so in love. I wish I could keep the whole strand for myself, but that's not really fair is it. Minimalist Oxidized Ruby Necklace -- July Birthstone

This is a statement pendant -- a gorgeous specimen of Labradorite with all the flash you could imagine.  It was so pricey that I only bought two gemstones and am thinking my mother would love the other one :)