Customer relations are paramount to
the success of any organization. I have spent
most of my career in office management, trade show management, and customer
service management within the specialty building products industry. Believe me, customer relations are vital to
the success and confidence of any business or brand.
I had the opportunity to engage in my creative
passion with home décor. In 2013 I
launched my very own company on Etsy called Home Hearth Garden to design and
make handcrafted decorations for the home.
In February this year, I launched a spring line of wreaths for the front
door. I am so amazed at the response I received
from my customers.
The greatest reward for me is
receiving an email from a customer after they receive their wreath and to hear
their excitement. One very sweet lady
purchased one of my Hydrangea Wreaths for her front door. See wrote to tell me she hung the wreath on
her door, and then drove up and down the street over and over because it made
her house look so pretty. What could be
more rewarding than to hear that level of satisfaction? Another customer, a soldier in our military, didn’t
receive his wreath package. (I track
almost every customer shipment to know when it has delivered and send a quick
email note to each customer following delivery.) All the normal delivery tracking with his
package showed the product delivered to him on time. He checked with his post office to discover
that the packaged had delivered, but most likely someone in his area took the
package. He was being deployed again in
just a couple months. So, I made him a
new wreath at no charge. We tracked the
package together online to ensure he was present to receive his wreath. He couldn’t believe it. To me the end result is the most
rewarding.
Creativity, quality materials, and
pride in constructing my handmade wreaths are critical components for my
business. But, the most essential part
of operating my company is Customer Care. I just think about when I purchase something
online and the excitement felt when the package finally arrives at my front
door. My expectation is to open the box
to find my ‘new treasure’. That is what I
believe my customers also feel. So, a
simple follow up note in an email to check on them after they receive the
package, to me, is a vital step in ensuring their satisfaction. But also to let my customers know, I am there
if they have any problems.
I want to thank all my unbelievable
customers for coming and purchasing my spring and summer wreath creations! And
for all their kind words back to me either in an email or review. I am finishing development of my fall and
winter wreath collections and will continue to introduce them in June, July,
and August.
Janell
Home Hearth Garden
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