Tuesday, January 19, 2010

Customer Service, Department of 1

There are many days when I am frustrated that I cannot dedicate more time to making jewelry. Since time is so precious, when something goes wrong it can be even more discouraging than normal. But, I am committed to making my customers 100% happy and will go above and beyond to make that happen. During the last week or so, not one but two things have gone wrong and I just wanted to vent about them since I know that others will understand and probably go through similar things. But, there is some good at the end of the story so bear with me....

I recently had 2 orders to mail out from my wood shop, one of which was a repeat customer. Since most of my wood pieces are flat and light, I enclosed both orders in nice cards (to help save on packaging and mailing). You ever have that feeling that as you are doing something, you think to yourself that you shouldn't do it? That was certainly the case here. Of course, one of the orders arrived to the customer broken. I promptly refunded her money and sent her replacement pieces. Lesson learned - totally my fault.

The second thing that happened had to do with a bracelet I sold. It was made with some beads I got at Bead & Button - bone beads with a design on them that I thought was permanent. Unfortunately, the design started to come off once up against the wrist for a few wears. Luckily, I still had some of the beads and was able to treat them with a clear coat and remake the bracelet for this customer. Whew - I guess I will stay away from buying any more of those beads!

Thank goodness that there is usually good to offset the bad. Yesterday, I was at one of the local stores I sell at to take care of some business. The owner of the store is the wife of a local congressman. She proceeded to tell me that she wore one of my necklaces to a dinner at the White House!!!!! I am still in shock I think! Unfortunately, I don't have a photograph of the necklace but I want to get started on making some more that are similar.

Thanks for listening to me.... I'd love to hear any stories you have to share - whether they be about a challenging customer experience, or your jewelry's brush with fame.... do tell!


Marie Cramp said... Best Blogger Tips[Reply to comment]Best Blogger Templates

I had a customer do an exchange with me at Christmas. I sent her her watch and she loved it, but the battery died right away. It was frustrating because it is the manufacturer's fault but I refunded the money for her battery replacement and she was very happy. I just hope she comes back!!
The White House!! Even as a Canadian I can appreciate the enormity of that. How wonderful for you!!


Silver Parrot said... Best Blogger Tips[Reply to comment]Best Blogger Templates

I always hold my breath the day I know something is arriving at a customer in hopes that it will go well. So far, my biggest problem is people not reading the item description correctly as to the size and then being surprised when they get the real item. I'm considering bolding the text that states the size so this doesn't happen any more.

EB Bead and Metal Works said... Best Blogger Tips[Reply to comment]Best Blogger Templates

That is awesome that a necklace yo made was worn to the White House! How exciting! Congrats!

Knightwork Studio said... Best Blogger Tips[Reply to comment]Best Blogger Templates

How cool to have your necklace worn at the White House!! Congratulations!!

I have presented you with a blog award... you can find it on my blog Knightwork: Playing with Clay