Week-end Spotlight on Loving Anvil

Three words:

BIG HONKIN' RINGS

Now I've made thousands of fused glass cabochons in my life, but none so big as the ones I make for Coco of http://lovinganvil.etsy.com/

Her rings are truly amazing. A marriage of glass and metal like no other. Thanks, Coco, for making my glass look so damned good (and for always making me smile!).

Week-end Spotlight on Silver Made Studios

I'm always in awe of the incredible work by some of the silversmiths on Etsy and ArtFire.

Look at the rings that http://silvermadestudio.etsy.com/

made with my fused glass cabochons. Little bits of glass encased in such beauty. Thanks, Teresa!

Week-end Spotlight on An Original By Peggy

Peggy of http://anoriginalbypeggy.etsy.com/ designs, hand knits, felts and lines beautiful purses which are one-of-a-kind and come in various sizes and a multitude of colors.

The hand purses pictured include my fused glass cabochons as the focal point. I'm always so honored when another designer incorporates a little piece of my work in theirs. Thanks, Peggy!

Week-end Spotlight on jewelry designer Gemma Beads

I love seeing what other artists create with my fused glass cabochons. Here's a pair of Organic Black cufflinks from jewelry designer http://gemmabeads.etsy.com/ - didn't they come out great?

Rock Your Customer Service!

I recently made several online purchases through a couple handcrafted sites and there was such a vast difference in the levels of customer service that I got to thinking about what buyers expect, and really like about purchasing online, especially in this tough economy.
So I did a little digging and found that the Research Institute of America had conducted a survey for the Office of Consumer Affairs and their findings were:

* Only 4% of unhappy customers bother to complain and for every complaint that was lodged, 24 others went uncommunicated to the company - but not to other potential customers. Ahhh, the power of word of mouth.

* 90% who are dissatisfied with the service they receive will not come back or buy again. To make matters worse, each of those unhappy customers will tell their story to at least 9 other people. Again, the power of word of mouth.

* Of the customers who do register a complaint, between 54%-70% will do business again with the company if they feel their complaint was resolved and that figure goes up to a whopping 95% if the customer felt the complaint was resolved quickly.

* 68% of customers who stop doing business with a company do so because of indifference. The study further indicates that it takes 12 positive incidents to make up for 1 negative one.

I asked a few friends what makes excellent customer service (a couple are both sellers and buyers online and a couple are buyers only).

From Jen, "Excellent customer service to me is availability if I need to call, promptness of returning my calls or e-mails and just keeping me informed regarding the entire order process from start to finish. I hate not knowing something until after the fact or not being notified of delay or availability, especially when I've already paid for it. I hate when refunds aren't prompt, especially when I make it a point to pay the moment I buy something. No acknowledgement is a big no-no too. Packaging is important too, especially if the items are of a delicate nature."

From Carol, "Excellent customer service means I will remember your store (just like I will if I get bad service). Once I buy something I can't wait to get it, so getting that special something in the mail right away is a biggie for me. I abhore shops that charge tons for mailing too".

Heather has had "some bad experiences ordering online and I think it usually starts with slow responses. I like to get a confirmation email right away and then notice of when my order is processed and shipped. I get nervous when I have to contact them because it never ends up good. I think my best online ordering experiences have been with places that provide the info before I even think about it. It makes it a little more "personal" and I feel like I am dealing with an actual person, not just a computer/website."

And for Lawatha, "Excellent customer service when I purchase something online, is the feeling of being appreciated when somebody takes the time to email me and thank me for my purchase and lets her know when my item will be/has been shipped. I appreciate them getting it out in the mail for me right away, and I always notice when they've obviously taken time to ensure it arrives safely by packing it well. As an online buyer and seller, I value positive feedback, and am always happy to let others know not only about the wonderful item I purchased, but about the wonderful customer service that came with it as well."

I've had many excellent transactions on artisan marketplaces and some unfortunate ones. For me, the sellers who don't acknowledge my purchases, don't include at least a "thank you" in my package, casually toss items in envelopes with no packaging or bubble wrap and without any regard to protection, and don't leave feedback are sure turnoffs for me and will guarantee I won't return to a shop. The key to good customer service is appreciating customers and keeping them in the loop throughout the transaction process, including afterward. Value your customers and they will not only return to shop again, but there's the all-powerful word of mouth! The bottom line is no customer services equals no customers!

Small Pleasures or Sometimes You Just Need Orange Sandals

Simple pleasures. Just the phrase brings a smile to my face and I asked some friends to share what their simple indulgences were, especially during these warm Summer months. How does this fit into the Guild and Teams section? Well, I like to think of my friends as my own team, whether they be local or around the country!

My daughter Jen's favorite indulgence is a pedicure or manicure, particularly now that she's 5 months pregnant with her second little boy. She loves being able to sit back and relax while having someone else pamper her in a small way, especially since she soon won't be able to see her toes! Her friend Heather's pick for an indulgence would be a massage, even just a 20 minute one in the middle of the workday. Heather is also about to be a new mom, so many of us can relate to her choice! Their good friend Michelle, mom of 2 little ones, loves ordering Chinese food and renting a movie with her husband and having a glass of wine too. Simple pleasures.

My friend Carol who is a glass artist loves indulging in glass but for smaller pleasures, adores buying handmade soap and body lotion online, mainly because it's much better quality than the big box stores offer. There are so many awesome soap sellers both on Etsy and Artfire that I confess to treating myself and my family often to their wares. My friend Lawatha (also a glass artist, are you surprised?) confesses that her simple pleasure which doesn't happen very often, (not nearly often enough,lol!) is a delicious treat from Coldstone Creamery and I'm with her on that! Can't you just taste the Cake Batter ice cream?

Browse around the categories on the artisan marketplaces and you'll find one-of-a-kind cards for every occasion, beautiful handcrafted jewelry that's unique and affordable, wonderful artwork for your children's rooms (I just purchased some pirate wood signs and mermaid prints for my grandchildren's room in my home), and just about anything you can imagine. Find some simple pleasures of your own and put them in your Favorites for future purchases!

My own recent personal small indulgence? An absolutely wonderful pair of butter soft orange Aerosole sandals that are so comfortable and like walking on air - ahhhhh! So, two different generations and their simple pleasures and indulgences. What's yours?

Sprucing up your Online Shop - Part 4

In previous columns in this series, we looked at avatars and banners, location, sections, profiles, currency of shop updates, featured items, titles and descriptions, and photography. In this final installment of Sprucing up your Online Shop, we'll wrap up with some thoughts on random concerns that have come up in team chats, as well as, on site forums.

Does the quality of the work in your shop appear to be professional? Are your photos clear and crisp with at least one closeup of the piece? Are both sides shown so you can see that the craftsmanship on the back equals that on the front? Objectively, can you get a sense that you as a seller love your work and take pride in the finished product? If you feel that you need some help with a critique of your shop, ask in the forums and if you're a member of a team or guild, don't be shy in asking for feedback on your shop! People love to give it!

Regarding feedback - what does the person's feedback say? Are there glowing reviews and not just positive marks (plus signs)? Do you get a sense that the artist or craftsperson does a stellar job, has a passion for and takes pride in their work from the comments left for them? Feedback is your reputation online, so make sure you provide excellent customer service as well as a great product.A lot of concern comes from newbies to selling online when they have no feedback. Remember that we all started with 0 feedback at one time and don't stress too much about it!

There have been many suggestions for starting to build feedback by making a few small purchases from other sellers just to get you going. In real life while shopping you have the advantage of seeing merchandise first-hand and being able to pick it up and feel it. Do your best to give potential customers that same confidence and remember that your online shop is open 24/7 and there's always someone shopping, so why not from you? Put a lot of effort into making your shop the best it can be and promote, promote, promote and your feedback from buyers will come!

Are your shop's policies clearly defined as far as shipping, payments, returns and other information? Try and keep your tone upbeat and positive in writing this dry stuff, but also be clear and thorough. If you're shipping internationally (and I strongly suggest that you do) make sure your mailing costs are realistic and accurate. Don't expect your buyer to pay additional funds if you've made the mistake of adding too little for mailing costs. On the other hand, if the cost of mailing is significantly less than your buyer has paid, it's very wise to refund the difference to that buyer as good customer service and they will be more likely to purchase from you again. Good customer service is a cornerstone of your business!

Selling online can be nerve-wracking, exciting, financially rewarding and give you a tremendous sense of pride in your work. The most important point I can leave you with in this series is that you must promote your shop and bring buyers to it. Work each day at honing your craft and making your online shop visually appealing. If you're newer to this vast e-commerce marketplace, consider joining a team or guild for both support, encouragement and camaradie from veteran members. Good luck and if you have comments or questions, please feel free to contact me!