Take the Long Way Home

Early this morning I was driving back home after dropping Chris off at work and heard Roger's words in my head and after I went over the Valley Falls Bridge, I turned into the little hamlet and took the long way around to home instead of taking my usual route.

This song has always been one of my favorites, one whose words I know well, and one which applies to my life. All too frequently, we don't take the "long way home" and miss out on so many things we take for granted. Wife, mother, grandmother, full-time caregiver of an aging parent - my plate runneth over and there is little time for "me". I am grateful for music and for what it brings to my life.

Spring has long been my favorite season, the buds on the trees after a harsh winter and the birthing of new baby animals - horses, cows, goats, lambs - is so very beautiful and truly awesome. I know that word is so overused, awesome, but this truly is.

I will carry this song with me today. I know I am fortunate in being able to work each day at something I love and am passionate about. I hope that each of you will be able to take the long way home today too. ♥

Life's Majestic Moments

Yesterday Tony and I were driving up our road and saw the most beautiful thing in the neighboring property. A mama cow had just given birth, literally, to her little calf. She was licking all the birth sac from her little one and the afterbirth was still spilling out of her. It was so beautiful, I started to cry. Mama Cow kept eye contact with us while we watched for several minutes from a distance.

We went around the bend of the corner to the farmer's house but no one was home. We searched the barns, acreage, etc. but could find no one. Assuming that Mama Cow knew what she was doing (of course, because animals are just so instinctual and loving at the birth process), we went on our way to the store. When we returned 2 hours later, it was late afternoon and starting to get chilly.

Mama Cow was now lying down next to her babe, still licking away and giving much needed warmth to the calf. I knew she must be exhausted and most likely in need of nourishment and in the rapidly approaching dusk, must be getting cold. I don't believe for a minute that farm animals are "hardy" and don't feel the elements. Luckily, I knew the farmer's name and because she works at the same store that Chris does, I was able to give her a call. A short time later Tony drove back up the road and Mama and baby were both gone from the field.

I feel so blessed to have witnessed part of which was an amazing thing (and having actually helped our Katie Lala have her 10 pups many years ago, it is truly one of life's great moments.

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!