Perspective, Perspective, Perspective

Posted on by CourageInStone

We’ve all heard the real estate adage ‘location, location, location’.  There is a similar adage in customer service;  ‘perspective, perspective, perspective’.

Recently we had a customer call to order pocket angels for a child’s funeral.  As is the nature of funerals, time was of the essence and we assured her we could ship the product for overnight delivery.  She was relieved.  We were moved.

A child’s funeral.

Later that day, we received an email from a different customer.  “Unacceptable…a joke…complaint…extremely disappointed” were words that jumped out at us.  Mind you, this is an extremely rare occurrence – thank goodness – so it’s a bit shocking at first.  Then shock gives way to laughter when we realize the distraught customer is completely wrong.  (The old adage that the ‘customer is always right’ did not apply here!)  The exchange of emails that followed brought to mind a conversation one might have with a 3 year old.

3 year old:  “I want the blue one.”

You:  “It doesn’t come in blue.”

3 year old:  “But I want the blue one.”

You get the idea.

It is difficult to handle each of these situations with aplomb on a daily basis unless you have the proper perspective. Shipping pocket angels to be used at a child’s funeral is so profoundly poignant as to be surreal.  Soothing an unreasonably disgruntled customer over a simple miscommunication is difficult and in the end leaves you wondering what the point is.  Which brings you back to the first customer and why we do what we do.  It is this endless cycle, with the positives far outweighing the negatives, and a healthy dose of perspective, that keeps us coming back to work every day.

~Brenda

Definitions

Posted on by CourageInStone

in·spire

in·spired, in·spir·ing, in·spires

1. To affect, guide, or arouse by divine influence.

2. To fill with enlivening or exalting emotion.

3. To stimulate to action; motivate.

4. To affect or touch.

5. To draw forth; elicit or arouse.

6. To be the cause or source of; bring about.

I love this word…Inspire. While it has many meanings, it is most certainly a verb, a call to action.   Whether you are inspired or you are inspiring someone else, the very sense of the word invokes emotion.

When I take orders here at CourageInStone.com, I often hear why people are inspired to buy our products.  We happily cover major events such as weddings, funerals, and birthdays. However, sometimes we get “just because” purchases.  A teacher buys her students tokens to build confidence for a big test.   A grandson wants to have a coin engraved with his grandmother’s favorite bible verse.   A mother needs a “God Bless America” token to send in her son’s Army duffel bag.   These are the moments when what they are buying and why they are buying it come together to inspire me,  and move me to tears (when I get off the phone, of course!) These moments leave me grateful to have been a tiny part of their plan.

Inspiration can come from so many directions, sometimes I don’t even see it coming…

~Suzi

Um, that’s Dudette to you…

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“Dude, did you ship yet?” came the email today.

We get lots of emails, all day long. Some kind, some nasty, some informational. It’s not often we get emails that begin with ‘Dude’. In fact, I’m not sure it’s ever happened.

It made me laugh. Out loud.

We are an office of women. And we are fairly girly girls. We wear scarves, occasionally cry, get our feelings hurt by ‘mean’ customers and drink tea. We unanimously adore pedicures, talk about the best place to get our hair cut and colored and have long, involved conversations about giving birth (one of us became a new aunt yesterday!)

No one has ever mistaken any of us for a ‘dude’. (Funnier, however, then being referred to as ‘Dear Sir’.) ‘Dude’ conjures up thoughts of Hawaii, surfing and pot. None of which I’ve ever experienced. I swear.

I love my job. Not sure I love being referred to as ‘dude’, though. And yes, kind sir, your package shipped last week.

Cyber Monday Coupon – Yeehaw!

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Save 10% on your entire order!!!

COUPON CODE:  121010

Come see us soon…coupon is good through Friday, December 3, 2010.  Coupon can only be used once, cannot be combined with other offers and cannot be used on previous orders.  (Sorry for all the rules!)

What would YOU put on a stone?

Posted on by CourageInStone

Recently we had a little fun around the office and asked everyone what word or phrase they would put on a stone if they could.  Once we eliminated the unprintable (just use your imagination…) here’s what we came up with!

 Life Rules:

  • Hold Hands
  • Say Please
  • Flush
  • Brush
  • Use Soap
  • Play Nice
  • Behave
  • Use Your Manners
  • Hug It Out

Heard Round the Office

  •  Need Coffee
  • Just Google It
  • Yeah, Yeah, Yeah
  • Super Duper!
  • I’m Just Sayin’…
  • Chill Out Woman!
  • Take a Chill Pill!
  • Seriously?
  • We Got a Live One!

Almost Cursing (not nearly as fun as real cursing, but we’re mindful of our audience…)

  •  Dang It!
  • Holy Crap!
  • Crazy Freak!
  • Oh, the stupidity!

Ya Big Flirt

  • How you doin’?
  • Mine!
  • No/Yes
  • Well Hello There!

We’re not sure we’ll actually get these made…haven’t quite figured out the market for them yet.  🙂  Can you think of any we missed?

Our new “Word Signs” – so cute and inspired…

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Happy Autumn!  This time of year is always uplifting for me.  Oh, how I love the changing colors, cooler weather, the passing snow clouds followed by warm afternoons, and the delicious smells from the crock pot.  The earth’s transformation from one season to the next is amazing and inspiring.  We often times become stale and need a refreshing boost; the changing seasons brings a revival to our souls.  With this new point of view we feel motivated to complete tasks, set and achieve goals, chat with an old friend, do a good deed or two, whatever sparks the fire within.  Here at CourageInStone.com, we thrive on daily boosts.  Whether by receiving positive feedback from satisfied customers, sharing a laugh, enjoying a sweet afternoon treat, or just being surrounded by our products, we are feeling good!  With all this goodness new products are created…

 I am thrilled to announce the arrival of my latest project.  I have created a line of 5″x7″ signs designed to inspire and boost your day.  Small enough to hang anywhere and simply charming, these signs say what we often need to hear.  Check ’em out – let me know what you think 🙂

 Enjoy,

Danielle, in-house artist

The wacky ‘wonderful’ world of Customer Service

Posted on by CourageInStone

When I took the reins of customer service here at CourageInStone.com I knew I would be dealing with all kinds of people and personalities.  I am by nature a people person, and some would say a people pleaser.  Okay, I just want everyone to be happy all the time, is that so wrong?  But lately I have gotten some emails that have just baffled me. 

Here is a quick sample to whet your appetite:

 Customer email (sent on 7/18):  ~~ I would like to order the pewter hearts.  A bag of 100.  Would like to have them by Thursday 7/22/10. 

 That’s it people, no “Here is my phone number and please call me, so I can give you my name, address and credit card information” no “I’ll put the order in online and please confirm these can be delivered by my need by date”.  What am I psychic??? (See previous post about us looking for a full-time psychic to help with customers such as these!)

 Here are a couple more slightly lost souls:

 Customer #1:  ~~I want to place an order but can’t find ‘go to check out.’ Do you deliver to the UK?

 Customer #2:  ~~ I would like to place a small order of 6 word stones to determine if I want to order in bulk.  I do not see where I can order on-line.  Am I missing something? HELP!

 Their only error was that they didn’t scroll down far enough on the page to see the order grid.  I could tell you what I think customer #2 could be missing but you would think I am being mean, and that is not what this blog is intended for.  If you are the author of one of these messages, please be assured that I have answered your query with great intentions and only want to help you place your order.  But every now and then when they all pile up in my inbox I have to wonder out loud…what is going on with people?  Trust me, I know that I ask crazy questions on a daily basis. The difference is I try to ask them in my own head and never let them escape my lips if they sound too crazy!

We also seem to attract people who would like things basically for free.  Sometimes they come right out and say it:

 ~~ I am hosting a Holiday Open House party at my store this November, and would love to have some items from you as door prizes for my customers. This is a great way to show my customers I appreciate them, and for you to show you appreciate my store.  🙂  Please let me know if you are able to send some product for the event.

 Most times they are slightly (and I use this word loosely) more subtle:

 ~~Hey! Just got one of your tokens, would you give me free shipping if I buy a second? Thanks!

 ~~I was just wondering if it’s possible to get special pricing for this item. I plan on giving them as “Thank You” favors at my grandmother’s 85th birthday party next January and I would need about 25 tokens.

 ~~ Hello: I really hope that I am not insulting you. Please don’t take it that way. I would really like to have one of your pennies.  But the most that I can offer to you is a $1.25 total. That’s with shipping.  If you won’t make any money selling it for $1.25 I’ll understand. I thank you very much for your time and consideration. Thank you for being so kind to me in this matter.

 It is amazing how insulting people can be when they say they aren’t trying to insult you!  We are very glad that our tokens and stones are a product in demand.  I am here and willing to help you get the best price we can offer for the amount of items that you are looking to purchase. 

But dear, sweet, thoughtful, kind customers of mine, our company does need to make a little profit…so I can get a little paycheck!  🙂

Hello, it’s so nice to see you!

Posted on by CourageInStone

A couple of Sunday’s ago, CourageInStone.com took a big leap.  We got face to face with our customers!  I know that sounds ridiculous to be excited to ‘see’ our customer, but you have to remember that we are an online-only retailer, we work out of an office adjacent to our warehouse and Brenda has not had a storefront since 2006.   I answer the phones most of the time around here, so customer service is no big deal to me and when customers have questions about products I am always ready with the answer…but this face to face stuff is a whole new ballgame!

We went to the Celebrate Gaithersburg Festival and I am happy to report this is a lovely, well planned and well attended event.  We had organized ourselves very well and were completely setup and ready to sell by 10:40…the festival started at 12:00…okay we were anxious, what can I say!   When the floodgates opened at noon, Amy and I put our game faces on and were ready to sell, sell, sell!  Notice I don’t mention Brenda here…there is a reason she closed the storefront!  When Amy and I talked about showing at the festival, Brenda was super supportive but said in no uncertain terms that she would not be selling!  Our fearless leader likes to be the brains of the operation around here and face to face combat, I mean sales,  is not her thing.  She came for setup and cleanup and left the selling to the crew!

I must say everything really did go smoothly, we saw lots of smiling faces, heard some good music, and got some funnel cake!  (We can’t work every second you know!)  The customers were nice and were happy to scour through our items for that perfect stone or token.  We did have a few “What do I do with it?” type  questions.  This can be tricky but we managed to assure people our inspirational items are meant to be used in any way they see fit! 

A couple moments really stand out for me.  A gentleman walked up with his family and stuck out his hand and introduced himself.  My first thought…politician…it is election season you know.  He said he was with a local business club and would love to work with us to further our business.  This completely threw me for a loop because I was supposed to be the one doing the selling!  We exchanged cards, his kids bought something, and he parted with letting me know he would follow up with me the next day.  True to his word he did email and call me but he was selling his company way more than offering to promote mine, so I chalked that up to just plain odd!

The other strange moment was from a woman who wanted to barter with us for the stone prices.  We specifically didn’t do a flea market because these are not the types of sales we do.  She got annoyed we wouldn’t take her deal, was mad we didn’t accept credit cards (she was the only person who asked all day) and I had about thrown in the towel when she had me find her 4 different marble “Thankful” stones only to say that each one was “ugly”.    I walked to the opposite side of the table ready for her to go on her dissatisfied way, but much to my surprise she bought 2 stones and a token.  Victory!   Maybe it was the inspiration or maybe she found some motivation, but darned if our items didn’t speak for themselves after all!  

We are planning to attend another event in November and this time Brenda has promised to sell.  I’m sure we’ll have more curious stories and a few laughs along the way but I have to say physically seeing the reactions to our products is truly priceless!

My A-Z Collection of Custom Signs

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As you can imagine, I’ve done quite a few unique custom signs over the years.  They have been funny, poignant, inspirational, informative, touching, silly and cute.  Here are some that come to mind in my A-Z collection…

As You Wish; Always Kiss Me Goodnight; …And They lived Happily Ever After

Beach Home Sweet Beach Home; Boys Can Sit Too

Carl’s & Caryl’s Cottage by the Sea

 Down the Shore Everything’s All Right

 Everyone Brings Happiness Here – Some By Coming – Some By Leaving

 Friends, Family & Laughter Welcome

Good Morning Beautiful

Hearts & Dragonflies Boutique

If You Needed Me, I Would Come To You

Jus’ Floppin’ Around

Klein’s Bed & Breakfast

Life is Good at the Beach; Life is Good at the Lake; Life is Good on the Canal; Life is Good at the Cottage; Life is Good on the Porch

Meme’s Cottage

Not Because I Have To, But Because I Want To

Open For Tasting

Please Use Porch Entrance on Other Side of House

Queen Debra’s Budoir

Rest Assured

Sempre Baciarlo Buona Notte E Dire Ti Amo

There is Love, and Then There are Trains!

Un Bon Rire Est Comme Le Soleil Dans Une Maison

No Visitors Today

Welcome to Pop-Pop’s Beach House

EXIT

You Can Never Go Down the Drain

No Butt Zone

I don’t always know exactly what’s behind the message – some are obvious, but others make me wonder.  Does ‘You Can Never Go Down the Drain’ mean ‘You’ll Always Be Around’?  At any rate, it makes for a good chuckle!  🙂 Others I do know the story behind, like the “No Visitors Today” sign which was for a small child’s room who was recovering from chemotherapy, to let guests know she was resting.  Either way, it is hugely satisfying to create each of these unique pieces for my customers. 

Now, what’s your sign?

Inexpensive, Beautiful Bridal Shower Favors

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Beautiful Party Favors

Suzi needed an amazing gift to give as favors for a bridal shower she was hosting. This is what she came up with!!

Pack some punch the next time you need to make a gift for someone, these would work wonderfully for any occasion!

1. Pick some marble energy stones from CourageInStone.com – we have an amazing array of words – and don’t forget to include an organza bag.  We picked words that we thought would appeal to the bride.

2. Purchase some wine glasses, these can be any plain wine glasses.   We got ours at Dollar Tree for, say it with me now, ONE DOLLAR!

3. We ordered the sayings in vinyl from EADDesigns.com, but if you have a cricut you could cut them yourself.  We had the vinyl cut in the same color as the bridesmaids dresses.

4. You’ll also need some tissue paper and curly ribbon in a complementary color, we chose silver to go with the shoe color of the bridesmaids.

Get Started: This is really so easy!

1. Rub the vinyl on your clean, dry wine glass, make sure to line it up well before you adhere it.

 2. Add tissue paper in glass.

3. Put Marble Stone in Organza bag and place on top of tissue inside glass.

4. Add curling ribbon to bottom of glass.

That’s it!! You’re done!! The result is a beautiful gift for a party favor, dinner party or any occasion!!

P.S. from Suzi:  We had fun creating these simple but elegant favors in the office.  They were a huge hit at the bridal shower that I helped host Saturday evening!   Cheers!