Who Killed Customer Service?

It was my daughter's birthday. We'd eaten at a sushi bar, had arrived at 1:45, and were served 20 minutes later in a very rushed manner. 15 minutes later, while still in the middle of our meal, our server was insistent that we pay our bill immediately. Then the lights started going off in the restaurant, other customers were hurried out the door and clean-up began; chairs piled on tables, vacuum cleaners fired up, chefs closing up the sushi stations, the music was turned off and we were left to finish our food in the dark accompanied by the roar of the vacuum. A not so subtle hint to “be gone.”

There's a high-end coffee and dessert shop in my neighborhood and I wanted to treat my daughter to a nice follow-up to the lunch we'd had. There are no less than 50 dessert options and a myriad of coffees to select from. No sooner had we entered than a surly counter person asked for our order. We weren't even at the counter yet, hadn't had 10 seconds to peruse the offerings, and here this sneering employee with a considerable itch to be elsewhere was making it very clear that she didn't have time to bother with us. She was in a big hurry to toss our desserts at us and move on to her next victim. Once we ordered, she took her sweet time preparing two pieces of pie and coffee, slapped it on the counter and barked a number at us. There was no eye contact. Tip = ZERO.

This trend of treating customers like they're of little consequence has baffled me for 20 years. It seems it happened overnight. I guess I'm “old school”; I remember one of my first jobs pumping gas way back when it was a service provided by the station. A car pulls up, the attendant appears at the driver's window, and performs the duties the driver requests. Can't remember the last time I witnessed this phenomenon. This service vanished a long time ago, replaced with a single employee behind a security window running the show with no co-pilot.

With the economy in decline, which can and does drive sales figures down, customer service can be a determining factor when potential buyers are making their decision on where to spend their hard-won dollars. The sushi bar I mentioned has the best sushi in town, and I'll go there again. I'll just arrive earlier to avoid the bum's rush. But the dessert place won't be seeing me again. Both of those establishments are unique in that the service you receive is a “face to face” interaction. With businesses moving to the internet to reach a wider audience, the “face time” factor is removed and you're left with text on a screen and email communications with which to employ customer service that shines. You're left with some decisions to make concerning how your buyers are treated.

eBay has been employing “feedback” since it's inception, and I invariably scroll through the comments should a seller have a rating of less than 100%. It's stopped me from patronizing certain sellers, especially when their response to negative feedback is terse. If the seller allows the negative feedback to go unaddressed, or admits their mistake, I'm more liable to consider making a purchase. We're all striving to do our best, but the simple fact is, nobody's perfect; mistakes will be made. Owning those mistakes takes a certain level of integrity.

With products becoming widely available on the internet I seek out the suppliers that have a Service Review or Feedback section on their site. But this can be misleading, as often the website has partial reviews that include only the positive aspects of what the customer experienced, or they simply leave out any weak feedback they have received. Should an internet business include any and all service reviews it gives them more credibility as they are willing to let you know that they can't please everybody, perhaps a mistake was made, a miscommunication of some sort; any form of “glitch” in customer service that is offered up to potential buyers indicates to me that the business is aware of the mishap and has taken precautions to insure it's been addressed.

It's important to me that my clientele are treated with all due respect and should any slip on my part transpire, I'll make every effort to insure it's rectified, and adjust my practices to see that it's not repeated. The Service Reviews category on the Native Treasures website has only recently been implemented, as the site is still in it's infancy. Our handful of current reviews are all positive, some of them glowing, as my customer service is based on what I would expect from a site that I have chosen to patronize. Our policy is that ALL reviews will be posted, verbatim, regardless of their message. I make every effort to insure 100% satisfaction, and should a negative review be offered, it's mine to own and potential buyers should have the opportunity to see that although the “face to face” aspect of doing business has been removed, there is still the possibility that a problem can arise. Internet based businesses that follow this policy earn my respect and often my dollars, as honesty is an attribute that instills confidence in potential buyers, and goes a long way toward them becoming repeat customers.

Some Days Are Better Than Others

Over the years I've developed a respectable chain of suppliers, others that when they're in the field looking for specialty items for themselves, obtain items they think would be of interest to me. Sometimes this works out, and others not.

Some recent operative items include this set of carinated band Navajo bracelets. They're not super old, 1950s or so, but they're so wonderfully made, simple and classy, that I've made them my bracelets of choice.

This Vintage Mexican Link Bracelet done in the Taxco style, features superior construction and nicely inlaid pieces of Lapis.

Another Vintage Mexican Link Bracelet that can only be described as “chunky” features sizable jade stones. The piece is really striking. Probably 1940s and in amazing condition.

I've been acquiring a lot of Mexican jewelry as of late, and was pretty pleased when these were offered to me; 1930/40s Vintage Art Deco design handcrafted jade dangle earrings.

This ornate Taxco Cross Pendant has also recently been acquired—beautiful 1940s sterling work with a single lapis centerpiece.

This Old Navajo Pawn Cast Sterling Naja was really a nice addition to the collection with it's primitive hand stamping and the unusual Broken Bow mine turquoise stone.

I've been at this a while and had yet to see a piece of Navajo artisan work utilizing a jade stone, but this old pawn ring features a wonderful piece of jade. Native Americans had no natural source for jade and this stone had to be bought or traded for. Really Rare. It didn't last long...

I do pretty well on my own, manage to cover a lot of bases, but being everywhere at once in a Native American Jewelry hub just ain't gonna happen. I'm pretty lucky to have a group of associates that keep their eyes open for pieces to offer me, and I try and return the favor. Several of us have each other on “speed dial” for when a situation arises that demands immediate attention.

Acquisitions have been pretty slow since the beginning of the year and I was pleased to hear from an operative when he acquired this 1930s Navajo Pawn bolo tie. It's construction and design are unusual as the bolo tie genre was in it's infancy when it was created; the repousse elements, the raised edges created by hammering a mold into the back of the piece, are slightly misaligned, meaning the artisan “eye-balled” their positions. It's based on Navajo Concho Belt designs from that period. I was a little confused when I first viewed it and thought the sterling cast arrow elements had been purchased at some jewelry supply outlet, but further inspection proves them to be handcrafted by the artisan; they're slightly different in size and the stamping varies from arrow to arrow which would not be the case had they been manufactured. This is a great find and I'm hoping it's a sign of things to come in 2011. This piece will make some collector very happy. The images in the video are somewhat larger if you want a closer look.

Put the Focus on the Details

When considering the time involved in the creation of Native American Artisan Jewelry there are indications on vintage pieces, as well as pieces done by certain contemporary artisans, that time was of no consequence. This is most evident on pieces that were created by a Native American FOR a Native American.

Although Navajo sterling overlay is available, yet not very common, some early pieces really stand out in the sweat equity department. This vintage cuff bracelet by unknown artisan “Bluehorse” bears scrutiny. If you'll notice the top and bottom bands are a single, hand cut piece of sterling, but each of the triangle elements in the center two rows were individually placed; each is slightly different, the pattern doesn't match up exactly as Bluehorse didn't use a “jig” to create the floating triangles—each was cut by hand, eye-balling the shapes as they were cut. The bottom band with the triangle elements varies considerably as well. This sort of eye-to-hand coordination, barring the use of measurement tools, give these time intensive pieces character that is missing in many cases.

This set of Old Pawn Navajo sterling dangle earrings is one of the best examples of Native American craftsmanship currently in the collection. When I acquired them it was obvious they are completely hand made, from the ear wires to the sterling beads. What I didn't notice until I examined them closely, is that each of the wires that connect the elements is encased in a tiny sterling cylinder. How this was accomplished I can't venture a guess, but the detail on this small a scale is a testament to the unknown Navajo Artisan's dedication to creating a work of art with little to no consideration for the time required. The artistic content of the finished piece, even though the naked eye won't be privy to it, is all that was on the artisan's mind. The mind boggles at how those minuscule cylinders were created.

I avoided Zuni Chip inlay work for many years, as I had seen some pieces that were obviously thrown together; the stone chips have to be given considerable attention as per size and shape, as when chip inlay, or as it's sometimes called “tweezer inlay,” is created, it's like making a jig-saw puzzle with nothing to refer to as you place the chips into the recesses. A light came on a few years ago when I started seeing some chip inlay that had obviously been done with great care, again with little regard for the time involved. This buckle, featuring a Native American Thunderbird is a fantastic example of chip inlay and attention to design. The recesses on the wings come to a needle-thin point and the artisan managed to find the correct puzzle pieces to fill them, which was no small feat considering the size and shape of chips he had to locate, or in this case they may have been created for the task. Nevertheless, the tightness of the coral, turquoise and Mother of Pearl chips is impressive.

The Reeves family of the Navajo Nation, Gary, David and “Sunshine” are to be labeled as contemporary artisans as they are still producing fine Native American jewelry and have been doing so for decades. Something sets them apart though. They are old-school artisans that work mostly in sterling, using few stones while dedicating themselves to producing time-intensive work. This has served them well as their pieces are collectable and exquisitely crafted. This sterling Navajo belt buckle by Gary Reeves is a prime example of putting the outcome of your efforts in the forefront and ignoring the time required to achieve your goal. The sterling work on this buckle is all done with a hammer and a chisel, the coiled wire accent was hand-twisted and the use of stamping is limited to the single peyote button in the center of the buckle. It doesn't stop there—the tongue and belt attachment bar are also artfully crafted and done using Old Pawn techniques.

At Native Treasures we carry a full line of Native American jewelry, with the focus being on vintage artisan works of high quality. When acquiring pieces for the website the details are all important and warrant considerable investment when the piece shows the undeniable signs of dedication, talent and a desire to reach the design goal. When an artisan pursues their vision with such tenacity, the results are often astounding. This Unique American Art Form will live on as a testament to a people that have survived adversity and continue to express their connection to the Earth through their art.

Antiques from the Southwest

After 10 years of developing a supply chain, I'm finding that hitting the lottery would be required in order for me to acquire the voluminous number of amazing pieces offered to me. I'm a bit obsessed when it comes to bringing home the bacon, yet there is so much STUFF I just can't get it all. I have to let things go all the time, and it's often heartbreaking. I save my funds to invest in high-end, handcrafted Native American artisan works like this early 1900s Navajo turquoise and sterling necklace, and although my suppliers are a talented bunch, they offer me low-end gear a lot of the time--nice stuff, but not nice enough.

I love my suppliers, but my best work is done solo. I've diversified over the years and have gotten to the point that when I find anything of considerable value like this Navajo Yei rug, I can't help but acquire it.

This thing was offered to me by my favorite operative. I'm picking it up today for an extended photo shoot. It's an iron mirror frame that once hung in a brothel in the Tularosa Basin in New Mexico in the late 1800s. Every thing is handcrafted right down to the rivets. 4 feet tall and 30 pounds.

When I find stuff of this caliber it often presents a problem: Keep it or sell it? This would look pretty awesome in my living room.

The art of the Native American Indian

There's a lot to be said for Native American jewelry artisans that were in on it early. The last 100 to 150 years have proven to be an amazing period of creative growth within their culture, and the pioneers that set the stage, developed many of the design elements that are still in use today.

That's the thing though; a lot of contemporary jewelry on the market is being produced inexpensively and in a big hurry because for some reason, demand is pretty high. Many artisans have been absorbed into the mass production aspect of the craft, which in my humble opinion, has devalued the art form.

Designs and techniques that were once an artisans calling card, are now being snagged and used in a completely different way. There was a time Native American Indians saw no need to sign their work--their designs spoke their name to the fellow tribe members the pieces were created for. But global demand has placed such pressure on the industry, and spawned so many "companies" that create knock-offs, entities like eBay will no longer allow you to offer unsigned Native American jewelry in the Native American category. It has to go into a category called "Unsigned Artisan Jewelry" and of course, if you should list an unsigned masterpiece in that category, it goes unnoticed for the most part. This edict was handed down by the Native American community itself, due to all the knock-offs flooding the market.

Don't get me wrong--there is still a sizable community of artisans doing superior work, innovative designers like Kirk Smith, Charles Loloma and Victor Beck, to name a few, that have taken established techniques and are pushing the envelope. I like a lot of their work and have been know to acquire it from time to time.

I have to say though, that my heart really belongs to the pioneers. The artisans that were creating with minimal tools and resources, drawing on European design elements and making them their own by incorporating the cultural and religious aspects of their people as is evident in this Hopi overlay buckle by renowned artisan Michael Kabotie. This is when the guidelines for Native American jewelry were laid down, and a lot of what is being produced currently is a repetition of what has been done before, the big difference being, that the handcrafted aspect is being removed a little at a time.

My main focus for the website is to carry older pieces, the originals as it were. So when I came across this early 1900s Navajo necklace I had no choice but to acquire it. It's background is a common story, and kind of sadly so. It was traded for liquor at a Gallup, New Mexico bar sometime in the mid 20th century; 1950--1960, somewhere around there. The necklace itself was produced much earlier and has been dated by associates as being from between 1900 and 1930. This was a family heirloom, and was traded for a hangover.

I've heard one-too-many stories like this and I've often wondered what I could do to instigate positive change. I looked into several options and have chosen the American Indian College Fund as the organization to support. My partners in Native Treasures left this decision to me and assisting young people sounds like a pretty good idea. We're still a young company, barely been on the books for a few months now. The website is still in it's infancy and generating funds beyond what is required to keep the business afloat, won't start to happen for another six months or so, when our search engines start to do their job and start driving Google searches to the site. I've contacted AICF and have shared my intentions with them. I expect to be able to start regular support for this system in the next six months.

Every Once In A While

I'm a big integrity fan. I try and associate with people that embrace this attribute. I happened to find one that has exceeded all expectation.

There were problems with the initial website, and rebuilding it from the ground up was the only solution. Important, long-time clients couldn't make heads or tails out of it. One of these clients, being my greatest supporter for many years (see The Pupil Speaks blog).

This client suggested someone that might be able to pull my ass out of the fire, and I'll be damned if she didn't pull it off with great aplomb. The re-coding of the site was one thing, and when it was completed, and the site migrated to a new host for security purposes, I figured I would be left to deal with it, as I had been before. I was wrong.

It's been a few weeks now that she and I have been tweaking the site, and her attention to detail, professionalism and dedication around making sure the site is set up to operate at maximum efficiency, continues to be a source of amazement for me. She developed custom plugins that perform tasks automatically, that previously would have taken several days to implement. She has given me volumes of information concerning search engine optimization. She developed a monitoring system for the site, where I can see extremely detailed information about the site's performance. And here's the clincher: She made three personalized videos showing me exactly how to manage the site—these things weren't laying around to be tossed at all her clients, are by no means generic in nature—she made them specifically for Native Treasures. Impressive.

SunFire Creations is responsible for what you see on the site now. It's clean, easily navigable, fun to cruise around in and highly functional in all respects. I couldn't be happier with what she has done.

The thing is, she simply will not stop making improvements. She was paid a paltry sum long ago, sticking to her initial quote, even after it became apparent that re-coding the site was going to be 10 times more work than she anticipated. She invariably contacts me a couple of times a day and informs me of something new she has developed for the site. She's personable, friendly and easy to talk to even when my ignorance of HTML and SEO attributes are the subject--she's never made me feel uncomfortable when asking questions. I've grown very fond of her.

Hold on; email just arrived from her. I'll get back to you...

Trial by Fire

The new site will be up in a few hours, prolly before you read this, but I gotta tell ya, the last two months of trying to pull this together has been a little bumpy. That the site is up at all is a frickin' miracle.

I made an uninformed decision. And it cost me. This is not real easy to admit, as is often the case when you shoot yourself in the foot. Hindsight being 20/20 is so annoying at times! I had the resources at hand, but my enthusiasm to get the collection in front of people blurred my vision. OCD, ADHD, call it what you will, I lost focus. There was so much going on around building the collection, I had this thought: “Webmasters have been around for decades. Grab one! They are bound to know what they're doing in this day and age, no matter who you tap!” I was given a suggestion, tossed my fate to the wind, and handed my internet personna to someone that simply didn't have a single clue about how to manage their business, considering reality as an index. Basic stuff, right? Integrity, honesty, hard work, blah, blah, blah.... It didn't work out. The Drake Intelligence Group took me for a ride and I took it in the shorts. My bad.

I've known Marc Mintz, the 'Big Cheese' at the MacXperts for over 20 years. He has never once led me to believe he is anything less than an honest person. Nobody, and I mean nobody, touches any of my 4 Macintosh computers but him. I'm thinking it might have been a good idea to consult him prior to embarking on having a website made for me. Ya think? His finger is not in touch with computing, his entire being is ensconced in the digital world. I kinda blew that call, right off the bat, by not contacting him.

A 35+ year friend has invested in this venture. He has acquired several nice pieces from me over the years and has a great deal of faith in my ability to procure high-end merch. He came in with me around the whole website idea and we built the current collection. Pretty respectable if I say so myself; a few museum pieces—nice stuff.

So, I blew the call on getting the website done, some of which my good friend is financially involved in, and it got to the point that I called upon him to protect his investment, by assuming communication responsibilities with the Drakes. Life, being a crap-shoot at best, had landed me with certified sociopaths as webmasters, and my delicate nature and tendency toward honesty was not in line with their agenda. My investor, whom I often refer to as 'Mohandus', was unable to establish meaningful dialogue with them, and like I said previous, “...it cost me.” Boy, did it cost me.

There was a felony committed--computer tampering. Not even kidding. Homeland Security has jurisdiction in that area and I'm not real sure it's a good idea to fuck around with those guys. Doughnuts are a great distraction when facing your inability to embrace integrity. But there's a little insight into what a mess I made concerning acquiring a webmaster. I'm astonished at my decision making process, and am finding it hard to accept that I chose to believe in basic human nature, when all around me have abandoned it, in favor of associating with “can do” people, who have repeatedly proven themselves as trustworthy.

Something amazing happened though. My favorite collector gave my name to an actual professional webmaster of considerable talent and impecable integrity. She sternly took the reigns of the Native Treasures internet presence, and like magic, the website was transformed into a viable, easy to navigate, accessible, and intelligently designed venue for my art collection.

I perform considerable research on all the items represented on the Native Treasures website; take my investigation of their time period and origins, as far as humanly possible. Agreed, my reading list is daunting, but I'm no novice. I just forgot to apply that regimin to a pretty important aspect of doing business.

Oops! Too many balls in the air.