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~

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~

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.

Hello by OOMISEH

Gloomy Monday -- Bright Orchid

     I admit -- I have my phone set to "do not disturb" each evening because I also have push notifications set for all my sites.  Often, there are sales in the middle of the night, and before I set my phone to "do not disturb" I woke up to loud cha-ching's or "dings" in the middle of the night. 

     It's an odd situation though, not seeing anything until the next morning, so invariably, I feel like I wake up behind -- not that I would be able to honestly ship in the middle of the night.  It doesn't matter, I still feel behind, because I often feel like many of my items are gifts and needed quickly.  

     So I prepare items for shipping at the crack of dawn, as my kids are dressing for school, so that I can mail quickly in the morning (knowing full well that item's won't really move at the post office until specific times are met -- 1:30 pm is the earliest on weekdays, 5:30 pm is the latest).  Still, I like to have items there because in my mind they are still "moving" along their trajectory to their final, happy destination. 

2014 year of Radiant Orchid by CoolAndChic

It's also started raining again.  Here in Seattle, it's not unexpected -- but this late in the year a bit of an annoyance because by now we are all sort of ready for the fabulous summer the Pacific Northwest usually provides.  We got a glimpse of it last week:  72-80 degrees and fabulously sunny.  It was pretty much a green heaven for two-days.  Then, the 20% chance of rain struck, meaning pretty much 100% in the end.
Hence the gloom -- but after my "do not disturb" ended this morning, I woke up to the wonderful, bright, beautiful sunshiny treasury above.  Pretty much made me want to blast "shiny happy people" this morning. But, alas, my husband was home -- not having physical training because of duty yesterday -- and certainly needing a bit of 'vege' time prior to "spring cleaning" happening around his office this week.

Here's to bright sunshiny weather that will eventually head our way -- at least that's what the national weather service tells us.  Please be correct, NWS -- it often seems as though you just sort of throw darts to explain weather phenomena here in the Pacific Northwest.

~Maggie~

My Studio ... Teeny Tiny and in need of an 'upgrade'

I am not a big fan of the business side of my Etsy shop.  Yes, I can do it, yes I can research ways to "get traffic", yes I will even watch many many videos and read on what to do.  But, it's not what I love about it.  It's sort of a necessary evil -- like having to reload the copy machine in an office environment.  It has to be done, but no one wants to do it.

Since I reopened the Etsy shop a couple of years ago -- I have been working diligently to not only focus on the business aspect of the shop -- with attention to innovative marketing and learning the most I can about photography.  But, what I want to do is create. 

It's a bit ironic, actually -- my entire career has focused on different ways to communicate, in a business oriented way.  Which is odd, considering, that's the part I have to force myself to do now.  I much prefer even looking for fun packaging materials that will make the customer really feel like they are getting a special gift from a dear friend -- than I do working what really honestly used to be my actual job.

Enter my studio -- it's tiny right now.  Sure I have a fabulous variety of gemstones and enjoy most of all hammering metals (it's visceral, like a form of anger management) -- but I just don't have the space to use my blow torch, or really hammer things. 

Enter the house my husband is looking at.  It's modest, to be sure, but has a large plot of land for the city area we live, and it has a wonderful little nearly finished "shed" type thing in the back yard.  That one item (even if I do not set up the "extra room" as an office) will set me up with triple the amount of work-space I currently have now.  It's exciting, and excruciating waiting to see if closing will come through (we are working for a VA loan, which is not a lot of fun right now.

The hubby and I find ourselves checking out the house on a nearly daily basis -- just sort of a drive by (It's close to a Lowes, so we look forward to doing a few things ourselves).  We've never bought a house before -- and even though it's modest, we look forward to having space to not have to fight over areas he can do his work and I can do my hammering. 

I also look forward to the implications of hammering, soldering and playing with tarnishing materials outside in the open air 'shed'.  It's so very, very hard to wait -- and I can't wait to show you the process of setting up my new 'studio' areas.  Plus -- there are older fruit trees we are hoping produce fruit so that I can show you some super fun "homesteading" I have learned here in the apartment that also serves as the studio.

~Maggie~

Green Opal Heart Earrings -- For Spring, Mother's Day or Summer

Waiting for Spring

I am sitting in my room / studio, my legs propped up, my back aching, and the guys outside my window cleaning the heavily clogged gutters.  It's a fine way to start a Monday, along with running out of coffee creamer on Friday from my husbands obsession with coffee at all hours of the night.  I also went to the store numerous times this weekend forgetting creamer each and every time.

So, I suppose this is the universe telling me it's time to cut back on my creamer / coffee concoctions each morning?  Maybe.  But, I'll likely not listen.

I've been trying to figure out where the tension in my back / neck is coming from of late.  Sure, I have old Army injuries that often flare up during Seattle's cold and rainy winters -- but this feels differently. Normally, I could go get a massage and feel like a million bucks after the guys in the Mall do everything short of ripping off both my arms and beating the rest of my back with them.

That just didn't help this weekend.

I could be irritated with hubby going away for a few days -- across the mountains, through heavy snow and blizzard conditions to train soldiers yet again.   I could be stressed because therapy is particularly difficult this month.  It could be a fear of writing a true story in three different "tones" like I am required for my Veteran's Writing Class -- hosted by my local Vet Center and put together by the wonderful folks at the "Red Badge Project"  (Seriously, check this organization out).

But more likely than not -- it's the stress of waiting for my VA claim to be complete.  It's a long and tedious process, and you never really know how it's going.  You can call the 1800 number, getting "Peggy" but really you never really get any information.  You can check your status online -- but again, you just leave the website more confused than before.

So, I listen to the rain, in its abundance here south of Seattle.  I try to enjoy it.  I contemplate making an appointment to see about my back and that one weak knee that just wont get better.

And -- I am grateful that I thought ahead a couple of years ago and created a portable box -- so that my studio could go anywhere with me.  So, even though I sit here, uncomfortable, waiting for tylenol to work -- I can still create, and calm my weary nerves.

Vesuvianite Earrings in 14k Gold Filled

Peridot Earrings in Sterling Silver

London Blue Topaz in Sterling Silver Necklace

Crystal Quartz Earrings in Sterling Silver -- April Birthstone

Radiant Orchid Pearl Earrings

Lilac and Mint (or for this year: Violet Tulip and Hemlock)

Lilac and Mint: Memories of Spring by Tessa of TessasAssets

Lilac and Mint -- What a perfect way to dream of spring during these last, gray and dreary vestiges of Winter.