Dealing With Complaints

Ouch! It happened and now you have to deal with it. Successful companies have found that customers who have complained and had their complaints dealt with to their satisfaction are more loyal than customers who never complained. This give you an understanding of how important it is to handle complaints quickly and efficiently.

You should have a timeline and a fair procedure in place for handling complaints. You should never let a complaint drag on or hope it goes away. If you are wrong, admit it, apologize, and make compensation. Then go the extra step and ask your customer what else you can do to win back their trust.

When a complaint is handled badly, not only does the customer feel like they have not been taken seriously, they take their business elsewhere and tell everyone why. Resolve the complaint quickly and your loyal customers will feel well cared for and give you referrals for your hard work.

Remember that an existing customer is more valuable than a potential customer.

The Crash

The modem fried in my computer 9 days ago. I felt a sense of panic. All of the work I have been doing is in my computer. All of my pictures, all of my writing, all of my personal thoughts, struggles and visions for what I dream my little business would someday be. I called Toshiba and talked with Tech Support several times before realizing that I would have to send my laptop off for repair.

I back up my computer once a week so everything is saved, and I am glad that I did. I finally got my pc back last night and everything is gone. My Toshiba Satellite is in original condition. No files, no pictures, no documents, nothing. I'm wondering at this point why all of my hard drive had to be dumped to change the modem? Is this a standard practice at Toshiba? I don't claim to be very computer literate and called my internet service provider (Surfbest) who walked me through getting back online and getting my email back up and running and has always been great in the customer service department. They always make you feel like you are the only person they have to deal with and are happy to help! A shout out to Wesley at Surfbest for great customer service this morning!

However, Toshiba customer service has some serious problems. They are rude and degrading. When I talk to a customer service technician I want to feel better about my problem when the conversation is over. I want to feel that the person that I have talked to cares about the product and the person on the other end of the phone. When I pay hard earned money for a big ticket item, I expect service to match.

Granted, Toshiba makes a good product, but they sorely lack in customer service.

This rant brings me to the reason for the post. Customer Service! As business people, our reputation is decided by how we treat our customers. Has Toshiba made me a repeat customer? No. Will my ISP (Internet Service Provider) get referrals from me for being so helpful and happy to talk to me this morning? A wholehearted YES! If you are having a bad day, don't take it out on your customers. If you don't care about your job, get a new one. If you have a bad attitude, change it, or someone will change it for you in short order.

Employees can make or break a business. Maybe you handle your business as it should be, but what about your employees? How are they answering the phone when you aren't there? Something to think about...

Making Clay Jewelry

The Process:
The process of making clay jewelry is much more complicated than one might imagine. I like using Sculpey III clay. It comes in a great variety of colors and I can usually get two or three items of jewelry from one small package of clay. I use a clear acrylic roller to roll out my clay because when I mix clay or add colors I like to see what is happening when I roll! I want my clay to be consistent in depth so I have made a board to roll my clay on with three different depth markers that make sure when I roll out my clay it is consistently the same depth.

The Inspiration:
The inspiration for my handmade clay jewelry comes from many places. I am fortunate enough to live on the north shore of Lake Superior where inspiration reigns. I also live in the woods where mother nature provides me with her never ending beauty day after day. I also find inspiration from life's experiences. Each one of my pieces is telling a story.

How it Came to Be:
My passion for clay and crafts in general comes from a place of healing. I have degenerative joint disease in multiple joints and working with clay is a way for me to step away from my pain. It is in fact, a therapy. Crafting has always been therapeutic for me, it gives me something else to think about, something else to focus on other than my pain. Doing something that you love, and something that helps at the same time? Does it get any better?

Hy Hope:
Having an online store has always been my dream. Making clay jewelry that can tell the stories of the life I live and the place that I love and sharing these little works of art with the public is my dream. My clay jewelry is not glitzy or glamorous. It's everyday jewelry that you can dress up on Sunday to wear to church or wear it with your jeans or shorts. It's jewelry that I wear. It's jewelry that you would wear.

Conclusion:
For me, making clay jewelry is not just putting out as many pieces as possible. Each piece takes time and thought and means something. It means something...

http://northshoreclay.etsy.com

Rainy Day Crafts

I've tried some new clay techniques over the past several days with some beautiful results. I use Sculpey Polymer Clay for my projects and have found it to be very versatile. I love the way it blends and how I can use it to make abstract "scenes" with it.

It's raining and cool today so I will spend the day in the studio, (I love it when a plan comes together) and not feel one little bit guilty about not getting anything else done today.

I'm interested in connecting with other artists who are doing handmade items and finding out how they are selling their wares.