A short aside - I know the actual meme is "UR doin it wrong" but I can't force myself to type "ur" as a word, even in the pursuit of meme references. Ur was a place, it could possibly be an abbreviation, but it isn't a word. We all clear on that? Good.
Yesterday I was reading the tale of a very angry customer and a company that was so caught up in their own marketing that they decided it was better to alienate their customer than to address the customer's concerns. The company's product had failed the customer and caused her to incur additional expenses on top of what she'd already paid for the product itself. After some difficulty in contacting the company's customer service department, our intrepid customer finally got an answer from the company, an answer which managed to not only not address her issue with the product, but implied that the customer had misused the product, AND included a not-at-all-veiled sales pitch for more of the company's products!
Yeah, because nothing will make a customer feel valued faster than telling them they're too stupid to use the product they've already purchased from you, then trying to shill more stuff at them in the guise of addressing their concerns.
Marketing has its place in a business strategy. That place is not when addressing a customer complaint. But it's happening more and more every day. Here's another example:
A while back, I stopped at a restaurant to have a sandwich. When the sandwich arrived, it was a fatty, greasy, disgusting mess. I didn't have time to send the sandwich back to be remade or to get a different sandwich, so I ate what I could and left the restaurant in high enough dudgeon that I contacted the company and expressed my dissatisfaction with their product. I stated that I did not want the usual "Be Our Guest" free item offer that usually follows these requests, I just wanted to make them aware of the problem so they could fix it. A customer service rep emailed me back, stating that she was sorry that I'd had a bad experience and wanted to offer me the "Be Our Guest" free item anyway. Had she left it that, it would have been an okay transaction. But she didn't leave it at that. She went on to comment that the reason I'd had a bad experience with the sandwich was because I didn't understand or appreciate the richer, higher quality ingredients that they'd sourced just to make this hot mess of a sandwich. Well, maybe I didn't understand the intrinsic wonder of the foodstuffs that made up the disgusting mess that was my sandwich, and maybe I'm just some ill-bred cretin who wouldn't know quality ingredients if they sashayed up and subjected me to a Gordon Ramsey tirade about how goddamn fucking wonderful they are and I'm a donkey's arse to not appreciate them, but I did understand one thing all too well after receiving that email - that I'd gone from a customer with a concern to a customer that was good and pissed off.
How, exactly, did that help the company in keeping me as a customer? What purpose did it serve to inject marketing spin into a conversation that should have focused on turning a customer with a problem into a customer who wants to give your business another shot? It didn't.
When your customer contacts you with a problem, you get one chance to make it right. Sometimes you're lucky if you have that. Why ruin the chance you have? How hard is it to say "I'm sorry you did not have a good experience with my product. What can I do to make it right?" You may never be able to make it completely right, and sometimes the customer isn't going to be satisfied no matter what you do, but the point to the whole exercise is to turn a customer with a problem into a satisfied customer who wants to come back to you. You're not going to do that by patronizing them, shilling to them, or ignoring the problem they brought you in the first place.
Friday, February 18, 2011
Thursday, February 17, 2011
"And she's all 'Whatever, I just don't want any liver!'"
One of the most popular Etsy trends in jewelry are the antiqued/age-blackened looks. While I love it with all my heart, with very few exceptions, I have to let those pieces pass me by, for I have a nasty allergy to sulfa drugs and a sensitivity to other sulfur compounds. I break out in big ol' itchy, nasty hives and that does not a good accessory make.
So what does this have to do with antiqued jewelry? Well, a great many jewelry makers use liver of sulfur solutions to age their jewelry. Even after tumbling and cleaning, traces of the sulfur compounds still remain on the items. For someone like me, it's a one-way ticket to Hive City. Which is one reason why you never see antiqued items offered in our shop. Maybe I should just pretend I'm being a rebellious iconoclast.
A rebellious iconoclast without hives, that is.
So what does this have to do with antiqued jewelry? Well, a great many jewelry makers use liver of sulfur solutions to age their jewelry. Even after tumbling and cleaning, traces of the sulfur compounds still remain on the items. For someone like me, it's a one-way ticket to Hive City. Which is one reason why you never see antiqued items offered in our shop. Maybe I should just pretend I'm being a rebellious iconoclast.
A rebellious iconoclast without hives, that is.
Wednesday, February 16, 2011
Better Fashion Through Television
After many years of living in clothing that does not fit my style or flatter me because it was the only clothing in my size, I've decided to revamp things, and my style icon of choice is the lovely Penelope Garcia of Criminal Minds, regardless of what the new TV critic at Salon.com thinks of her. I think she's glorious, with a fabulous figure. In a culture that celebrates only the thinnest, it's a refreshing change to see someone with her incredible curves dressing in things other than the printed muumuus that signify "fat person" - clothing that even vendors of plus size clothing try to pawn off on women of size as their only clothing options. Well, I say no more!
So, from now on, no colors that do not flatter me. Mix 'n' match twin sets? Good. Funky prints are awesome. And while I can't wear her fabulous footwear, I do have a nice collection of Dansko clogs in funky finishes. They're work appropriate while still in keeping with my magpie tendencies AND they make walking a joy again.
The hair I already had. I've had pink streaks in my hair of varying shades of pink since 2009, and people are not only accustomed to it, but they actually become upset when the pink is not there, like the one time I colored over them. But in addition to the pink streaks, I've started adding pretty bobby pins, flower clips and other such adornments, most of them bought or traded from fabulous Etsy sellers like this Peacock and Pheasant Feather Fan Hairclip by daniAWESOME , or these Bollywood Bobby Pins by Cultivar, not to mention the fabulous Sashiko Stars Kanzashi Bobby Pins from PetalMix that I just got today.
I want to be as awesome as Penelope Garcia when I grow up. That may never happen, but by dressing more like her and treating myself like I am worthy of pretty clothing and better looks, I feel better and I have more confidence, and that's invaluable to anyone. Rock on, Penelope, rock on.
So, from now on, no colors that do not flatter me. Mix 'n' match twin sets? Good. Funky prints are awesome. And while I can't wear her fabulous footwear, I do have a nice collection of Dansko clogs in funky finishes. They're work appropriate while still in keeping with my magpie tendencies AND they make walking a joy again.
The hair I already had. I've had pink streaks in my hair of varying shades of pink since 2009, and people are not only accustomed to it, but they actually become upset when the pink is not there, like the one time I colored over them. But in addition to the pink streaks, I've started adding pretty bobby pins, flower clips and other such adornments, most of them bought or traded from fabulous Etsy sellers like this Peacock and Pheasant Feather Fan Hairclip by daniAWESOME , or these Bollywood Bobby Pins by Cultivar, not to mention the fabulous Sashiko Stars Kanzashi Bobby Pins from PetalMix that I just got today.
I want to be as awesome as Penelope Garcia when I grow up. That may never happen, but by dressing more like her and treating myself like I am worthy of pretty clothing and better looks, I feel better and I have more confidence, and that's invaluable to anyone. Rock on, Penelope, rock on.
Tuesday, February 15, 2011
Swarovski Spring
Swarovski has released their update on new products that will be available in their Spring/Summer 2011-12 release. Right now, I'm just going to go over the bead colors, because I CAN NOT WAIT to get my hot little hands on these.
First up is Chrysolite Opal
I have a love-hate relationship with the opal beads. If I love 'em I really love 'em, but if I hate 'em (Grey Opal, I'm looking at you), I really hate 'em. This one definitely goes into the "Love" pile. I want it yesterday. Can you imagine how it would look paired with Provence Lavender and maybe Violet Opal? I can, and the waiting is killing me.
Next up, Crystal Bronze Shade
I hate playing the "OMG STEAMPUNK" card, because most of my designs just aren't all that Steampunk, no matter how much I love the aesthetic in general. I absolutely refuse to paste watch parts and gears on things just so I can say they're Steampunk. I think both things have their place in Steampunk inspired works, but they just don't work for me. Still, these bronze sparkly lovelies will hopefully inspire me into a more steamy arena of design.
Onward to another Steamy inspiration, Topaz Blend
They look like little chocolates, don't they? Maybe it's just me and I want some chocolate. That might be it. Moving on.
Finally, there's Amethyst Shade
Now these are exciting. I love me some purple. I order Purple Velvet bicones by the multi gross packs and go through them at a prodigious rate. Same thing for Amethyst, Light Amethyst, you get the picture. What could be better than several shades of purple in one bead? I will you have you, my pretty, oh yes I will.
What about you? Do any of these colors inspire you to create something new and wonderful?
First up is Chrysolite Opal
I have a love-hate relationship with the opal beads. If I love 'em I really love 'em, but if I hate 'em (Grey Opal, I'm looking at you), I really hate 'em. This one definitely goes into the "Love" pile. I want it yesterday. Can you imagine how it would look paired with Provence Lavender and maybe Violet Opal? I can, and the waiting is killing me.
Next up, Crystal Bronze Shade
I hate playing the "OMG STEAMPUNK" card, because most of my designs just aren't all that Steampunk, no matter how much I love the aesthetic in general. I absolutely refuse to paste watch parts and gears on things just so I can say they're Steampunk. I think both things have their place in Steampunk inspired works, but they just don't work for me. Still, these bronze sparkly lovelies will hopefully inspire me into a more steamy arena of design.
Onward to another Steamy inspiration, Topaz Blend
They look like little chocolates, don't they? Maybe it's just me and I want some chocolate. That might be it. Moving on.
Finally, there's Amethyst Shade
Now these are exciting. I love me some purple. I order Purple Velvet bicones by the multi gross packs and go through them at a prodigious rate. Same thing for Amethyst, Light Amethyst, you get the picture. What could be better than several shades of purple in one bead? I will you have you, my pretty, oh yes I will.
What about you? Do any of these colors inspire you to create something new and wonderful?
Monday, February 14, 2011
Adventures in Moisturizer
It is a truth self evident that a young...ish woman with rosacea, sensitive skin and cystic acne must be in want of something that helps her face the day without a ton of steps.
It is also a truth self evident that when the young...ish woman finds such a thing, at least one of those products must be in short supply and/or discontinued.
I have recently discovered Stila's Oil Free Tinted Moisturizer with SPF 30 in 01 Light. As you can see, this lovely product is in Stila's Last Call section of the Stila site, and 01 Light is no longer available there. Just. My. Luck. Still, on to the review!
The moisturizer goes on thickly, so I was a little concerned that it was going to clog my skin and irritate my already irritated rosacea. Fortunately, this was not the case. After using this product for a week, I'm used to the thicker, more opaque texture of this moisturizer, the Light color blends in flawlessly with my skin with no itching or irritation, just a smooth wash of even color on my face. So you can imagine how I felt to find out that this amazing wonder product that actually works for me is now on the way out. Stila does make a newer version of the tinted moisturizer that is oil free, but at a lower SPF level. I know the Light tint works, since this is the product I tried in Sephora, but I did not know it was oil free at the time. So I guess I'll switch to the new version when I run out of the old version, but to delay the change a little while, I've purchased two more tubes of the Light shade from a makeup vendor who still had them in stock. If you're not quite as pale as I am, you can still give the SPF 30 product a go. At $17, it's a less painful-to-the-pocketbook way to see if Stila's tinted moisturizers will work for you.
Next up, a new foundation. I have...issues with mineral foundations. I love what they do for my skin, but so many of them make me itch, and so many others just don't look that good on me. So it was with not very high hopes that I tried the also recently discovered Almay Wake Up Make Up in Ivory. It has encapsulated water, so it feels wet when you apply it. It's kind of a weird sensation, but not unpleasant. It is not so moist that it causes the foundation to smear or streak when you apply it, but does seem to be a little less chalky/powdery than many of the mineral foundations out there. Here again, I was extremely lucky to find a good color match for my skin.
So far, I've been ecstatic at the combination of the two products in my morning routine. I have finally achieved the "your skin but better" look so many makeup products claim, and I can wear it without bother for over 16 hours with no ill effects. After so many years of dealing with makeup products that just didn't work for me, it makes getting ready in the morning much more pleasant. I just wish Stila would have left the Oil Free 30 SPF product in their line. I guess you can't win 'em all.
It is also a truth self evident that when the young...ish woman finds such a thing, at least one of those products must be in short supply and/or discontinued.
I have recently discovered Stila's Oil Free Tinted Moisturizer with SPF 30 in 01 Light. As you can see, this lovely product is in Stila's Last Call section of the Stila site, and 01 Light is no longer available there. Just. My. Luck. Still, on to the review!
The moisturizer goes on thickly, so I was a little concerned that it was going to clog my skin and irritate my already irritated rosacea. Fortunately, this was not the case. After using this product for a week, I'm used to the thicker, more opaque texture of this moisturizer, the Light color blends in flawlessly with my skin with no itching or irritation, just a smooth wash of even color on my face. So you can imagine how I felt to find out that this amazing wonder product that actually works for me is now on the way out. Stila does make a newer version of the tinted moisturizer that is oil free, but at a lower SPF level. I know the Light tint works, since this is the product I tried in Sephora, but I did not know it was oil free at the time. So I guess I'll switch to the new version when I run out of the old version, but to delay the change a little while, I've purchased two more tubes of the Light shade from a makeup vendor who still had them in stock. If you're not quite as pale as I am, you can still give the SPF 30 product a go. At $17, it's a less painful-to-the-pocketbook way to see if Stila's tinted moisturizers will work for you.
Next up, a new foundation. I have...issues with mineral foundations. I love what they do for my skin, but so many of them make me itch, and so many others just don't look that good on me. So it was with not very high hopes that I tried the also recently discovered Almay Wake Up Make Up in Ivory. It has encapsulated water, so it feels wet when you apply it. It's kind of a weird sensation, but not unpleasant. It is not so moist that it causes the foundation to smear or streak when you apply it, but does seem to be a little less chalky/powdery than many of the mineral foundations out there. Here again, I was extremely lucky to find a good color match for my skin.
So far, I've been ecstatic at the combination of the two products in my morning routine. I have finally achieved the "your skin but better" look so many makeup products claim, and I can wear it without bother for over 16 hours with no ill effects. After so many years of dealing with makeup products that just didn't work for me, it makes getting ready in the morning much more pleasant. I just wish Stila would have left the Oil Free 30 SPF product in their line. I guess you can't win 'em all.
Valentine's Day
We had our Valentine's night on Saturday night by going to Louisville to take in a second showing of The King's Speech and a dinner at the very fine Irish Rover Restaurant in Clifton. They serve Samuel Smith's fruit ales, which makes me very happy indeed.
Tonight we're both back to our work schedules, but we'll make plans for more fun this weekend. Until then, I leave you with our second wedding picture, when we married in-game in Final Fantasy XI.
Tonight we're both back to our work schedules, but we'll make plans for more fun this weekend. Until then, I leave you with our second wedding picture, when we married in-game in Final Fantasy XI.
First post!
I've never been terribly good about posting in the Blogger format, and I'm not entirely sure I'll be able to keep this up, but here goes nothing! In this blog I'll bore the crap out of you with my current/planned beading/crafting projects, my love of sparkly things, makeup, clothing that might possibly fit and flatter those of us of ample curves and any fun geekery I happen to run across in my internet travels. There will probably be a few rants, raves and other such opinionated blather from time to time, since I'm not exactly known for keeping my mouth shut, even when I probably should.
Welcome to my blog. Enjoy the ride.
Welcome to my blog. Enjoy the ride.
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