Comments on Lipsticks & Lightsabers: They aren't just afraid of snakes.

This is a tough one, it really is. I run two smal...

2011-08-29T09:01:52.841+01:00

This is a tough one, it really is.

I run two small businesses, Jynx Dreads and Spellbound by Jynx. I adore each and every one of my customers and clients. Not because they're giving me money, but because they enjoy my product. I have built many friendships with them, and I do my best not to let that effect my business conduct.

Big problems have only really arisen when someone had taken the friendship for granted, expecting much more than I can give. I would be very happy if I could give away twenty full pots of pigment and a couple sets of dreads a day, but that's just not feasible. I'd love to respond to every email within moments, but then I'd never get any work done! I believe that many others running indie companies feel the same way, no matter how long they've been around. It's about the love for what you do and the people you do it for that makes it worth it.

That being said, it's hard not to let people see you for exactly who you are when you're in that position. We all have life to deal with, none of us are perfect. I'd rather deal with someone who's open and honest about everything than someone who puts on a perfect act for the public. Granted, you may not agree with everything they say, think, or do, but it's rare to find someone that you do agree with about everything.

As long as there's mutual respect and honesty (if someone thought my product was total garbage, I'd want them to say something, not toss it in the trash and act like everything's fine) I believe it's beneficial to all parties involved.

Very well written, and once again I'd like to ...

2011-08-27T00:31:16.827+01:00

Very well written, and once again I'd like to say you have wisdom far beyond your years.

@Duvessa - Lol, I've worked in retail and they...

2011-08-25T17:47:41.072+01:00

@Duvessa - Lol, I've worked in retail and they definitely aren't always right, hahaha. But yeah, it's important to try and be civil on both sides in order to solve disputes.

@Nini - Yeah, I agree. Although, I think indie business owners are still entitled to make and have friends, and their friends should still be able to buy from them... so it's complicated. But you can have friends privately and still keep things professional publically, I know plenty who do that.

@Clara - Thank you for thinking so! ^_^;

@Kuume - Haha, maybe international shopping grooms us to be a little more patient? You're absolutely right. We should take some responsibility for the relationship on our end, too.

@Eef - Some personal service, I agree. Things like being able to get an e-mail response from the person who makes the stuff personally to answer questions, for example. I don't think all indies have to even write 'thank you' on an invoice or include business cards, though. I like that, but I don't expect it. I know packing orders can take ages, so I understand if the extras are skipped.
It's a shame you feel censored, I know a lot of business owners have two blogs - one business and one personal, so they can still be themselves, although of course for some people that's not enough of a distinction.

@Gio - <3!!

@Phoenix - Bwahahaha. This, exactly.

@Ashke - You're right. Especially the "pu...

2011-08-25T17:47:35.709+01:00

@Ashke - You're right. Especially the "put on this earth to make products for us alone" sentiment. I didn't consider it that way, but I agree with you. I hope that most indie customers are like you :]

@Headacheslayer - It is so much easier all round to get a positive result if you try to keep calm in direct communication with sellers, I agree. Haha *hugs* to you too!

@Frances - <3.
That is all.
P.S. FLN.

@Amanda - Bwahaha. Your grandma sounds pretty awesome.

@Manda - <3 right back :3

@Kait - Do it for the kittens! For their little paws! e.e

@Starry - I really appreciate you commenting with this. It's exactly what I'm talking about. You aren't the only indie I know feels this way, and it's really not OK. Everyone deserves the chance to fix simple mistakes and shouldn't be scared about being attacked or having their business ruined just because of a misunderstanding and hysteria =[

@Thecandiedmango - Vigorously? Excellent XD

@Bluuuuuuuuuuuuuuuuuuuuuuuuuuuue - <3 FLN4lyf.

@Britton - Awwh, you're welcome ^^ thanks for making me smell good.

@Marcey - I agree completely.

@Kitty - I can understand why you'd feel bad making a fuss, but it's within your rights to - at the least - demand a response just to make sure the seller has your CURRENT address. I know Heartsy can really do a number on sellers and I think patience is often required to get orders, but they really ought to let you know they have the right address.

@Tariray - Ahahahaha, excellently put.

@Dazzle - Honestly, regarding that specific issue, I think you were both wrong. I think your initial post was wrong just because 2 days is NOT an unreasonable amount of time to wait for a response, I'd give someone at least 4+ especially when they had Heartsy going on. I also think that the seller was wrong in responding to you initially the way they did. I don't think you weren't entitled to blog about the experience after her reply, but like Rebecca said, you might have avoided criticism if you did so on a separate personal blog, rather than the business one. I know most indies have two for this reason, so they can post as a consumer but also as a business owner, separately.

@Sugarcoating - Honestly while writing it I notice...

2011-08-25T17:47:20.906+01:00

@Sugarcoating - Honestly while writing it I noticed that I do some of the things I mentioned which cause problems for the business owners. I'm glad I noticed them in myself so I can try to stop doing them x]

I agree with you, and I think we can lose sight of what we should be happy with when we see some companies going above & beyond and when we see personal drama floating around.

@ShrinkenRed - Nothing specific prompted it really, it was more a culmination of everything. I just woke up with it in my head and couldn't get back to sleep until I vented!

@Glitterish Allsorts - I LOVE your screen name XD and thank you ^^

@Femputer - Well, I think there were already a few voices of reason, but thank you :] I hope it makes a difference =/

@JH - It's hard for me, as a blogger, to keep the blogger-company customer-company relationship straight. If I review someone positively and keep ordering, swatching etc, it's impossible not to build up a relationship with them, at least for me. It can be very hard to keep it all straight in my head, but my first duty is always to my readers so that helps.
I don't mind businesses sending freebies/special treatment to their friends, it's their right, but when those people recommend the company and give someone the impression that's the same treatment they'll get, then that's a problem for me. As a friend, I like special treatment - it means someone likes me! As a blogger, I don't want it. It makes my job harder.

@Phyrra - Thank you honeybunches! <3

@Abbey - Yes. Precisely, exactly this. Being aggressive isn't condusive to getting anything done. It's not productive and it's not decent and we should know better.

@Shattered - There is a difference. Like I said, we all have the right to get what we paid for, as described, on time, in a satisfactory condition and for it to be fit for its intended purpose. If there's a problem with any of that, then that's worth talking about.

@Olgiepolgie - Thanks ^_^;

@Amber Dawn - :O <3

@The Peach - I thought I made the distinction clear. I intentionally tried to clarify that part. We are all entitled to getting what we paid for, on time, as described, in a satisfactory condition and it should be fit for its intended purpose. If there's something wrong with that - rant away. It should be fixed, you have a genuine grievance, yes, and it's beneficial for other potential customers to know. It sounds like you did the right thing - rant to friends and get it off your chest, but if you need to get it sorted out with the business, it's much more productive to remain civil.

@Miss Bekka - The trouble with what you suggest (I'd do it for product, as well) is that in order for someone to be useful in that capacity - i.e. respond to customer e-mails, order problems, enquiries etc, they'd need access to the business e-mail account. Which would include the personal information and contact information of customers. Probably not financial information, but it would still involve them having to see/find order receipts, seeing addresses, e-mail addresses, orders and order amounts. NO BUSINESS should hand access to that information out unless they are positive that person is trustworthy. I imagine it's virtually impossible to find anyone you can TRUST with your customer's information without meeting them, interviewing them etc, and then the pool of people who'd do it free gets extremely small. I would have a WAY bigger problem with a company handing access to my personal information over to some random person than with them simply being a bit snippy when they talk to me.

DazzleGlam: Didn't you blog that under your sh...

2011-08-25T07:51:12.899+01:00

DazzleGlam: Didn't you blog that under your shop name? Because that's actually pretty natural that people see you as a shop owner if you blog under the shop name. Several shop owners have one shop-blog and one personal blog, picking which one to post a rant on is a pretty big thing. Just saying.

Fantastic post, I completely agree with you. I fin...

2011-08-25T03:43:45.500+01:00

Fantastic post, I completely agree with you. I find it really rude how selfish, demanding and short-sighted some people can be. Everyone should just chill out and not be a dick.

Very well-said and I completely agree. Thanks for ...

2011-08-24T19:25:47.943+01:00

Very well-said and I completely agree. Thanks for writing this.

i love this article! i do my best to shop indie, a...

2011-08-24T13:35:48.620+01:00

i love this article! i do my best to shop indie, and i'm an indie business owner myself.

i don't hold other indie business owners to ridiculously high standards, but i do find myself expecting a more personal service than i do from a corporation. i think that's okay, it's one of the reasons i like to shop indie.
that said, i do think that too many people (probably the ones who don't own a business themselves) expect TOO much. i don't expect super-fancy packaging, a personal letter, and freebies when i order something. i'm thrilled to get these things, but i'm also perfectly happy with a note on the invoice that says "thanks!". i think that for me, i like buying indie because i like supporting indie owners, and i like when they acknowledge that i bought from them--not the big corporation. it doesn't take much though!
as a business owner myself, i feel pressured to include freebies and make sure everything is beyond perfect, because one bad or even neutral review can turn people off SO quickly.
i also feel like i can't voice my opinion on my blog about certain things, because that will lose me blog readers and customers. now, the flip side is that this kind of makes sense, because people who buy indie are supporting the owner and if they don't agree with the owner on something they may not want to support them--i know i have felt this way about corporations--but it makes it very difficult to be yourself sometimes!
if i didn't own a business i probably wouldn't care about losing blog readers--either read my blog or don't, it's mine--but since i don't want to turn off potential customers i find myself censoring my thoughts all too often!

okay, sorry to write a book, but i love this article!

I love you Ana. Posts like this are the reason I s...

2011-08-24T12:05:03.602+01:00

I love you Ana. Posts like this are the reason I started following your blog in the first place.

I can't believe the amount of people that bitch and rant at small business owners. As an international customer I'm even used to waiting for my items. Even now, when I'm waiting for my terrarium and my other order of supplies for the 4th week I still believe in remaining civil. My questions are answered to, and most problems com from either finding a shipping company or an item being out of stock and not delivered to THEM on time. I can't believe how people can become upset over such things.

The same comes to indie makeup companies. I'd much rather have a civil coversation if mistakes are being made, that helps a lot more than screaming for murder. People do make mistakes, and it's certainly not the end of the world. Besides, I love the personal notes and stuff like that. Still I don't believe in butting in their lives either. I think as much as indie companies need to find the balance between frienly and business-like, we as customers need to find that balance too.

Best article on indie ever. Thank you for it.

2011-08-24T10:05:46.856+01:00

Best article on indie ever. Thank you for it.

What everyone else said, very well said Ana and I&...

2011-08-24T08:29:04.796+01:00

What everyone else said, very well said Ana and I'm glad someone said it!

I keep a distance from the drama going on in the indie MU community, in fact I keep a general distance from this community because of this drama.
If it isn't one thing it's another at the end of the day it's JUST make up!

You don't need to be the owners friend, you don't have a right to know their personal business and to be honest in light of what has been happening lately that's probably for the best. I don't know, just my 2 cents.

Thank you for this! :) I can't believe some of...

2011-08-24T08:25:05.702+01:00

Thank you for this! :) I can't believe some of the writings I've read all around the net about separate indie companies (some might've deserved it, some definitely didn't).

Just to say, customers aren't always right. I work in a corporate business and it's been told us by our bosses that customers definitely aren't always right nor know things best. I'm in finance business and not make up so a bit different. True in corporate businesses we are taught how to treat people - even if they are wrong! - in a polite manner and not take it personally or start arguing with them.

Thank you so much for this. It is very hard as a i...

2011-08-24T06:04:20.666+01:00

Thank you so much for this. It is very hard as a indie owner to also be a consumer. I myself have had accusations made that I wanted information about colors to help my own shop while I was just wondering what the owner would've suggested for me in regards to their colors.

Also while "ranting" it "upset" people that a business owner, while still being a human being and a consumer, could possibly publicize my ordeal. I myself am professional with every single one of my consumers because I do appreciate them and their business.

Basically I am not allowed to share my feelings because I am a business owner. I can't tell people how I feel, and my own experiences with businesses. Well it's my blog, and I'll honestly say how I feel (no sugar coating).

Again thank you so much for this. It is hard sometimes knowing that people want what the want, and if I veer from that I could be criticized. Ana you're the greatest.

Wow - I didn't realise there was a drama shits...

2011-08-24T05:31:53.610+01:00

Wow - I didn't realise there was a drama shitstorm anywhere on the horizon.

Oh well, the internet is a magical breeding ground for self-entitled wankers who hide their selfish and egotistic outrage behind a keyboard.

Well done!

I agree with this so much! I especially feel bad f...

2011-08-24T04:46:05.305+01:00

I agree with this so much! I especially feel bad for people that make one tiny mistake and it haunts them for life. I'm a bit irked at one company though. I took advantage of their heartsy sale and have waited two months. I've moved twice since then and they aren't answering my pms. I don't think I'm going to get that order. I checked their facebook though, and it looks like they have a lot of family emergencies happening, so I think I'd feel like a jerk if I complained. blarg.

Ana, congrats & thank you for this wonderful p...

2011-08-24T04:30:55.035+01:00

Ana, congrats & thank you for this wonderful post which I hope will make people think. Having been an eBay seller for several years I've seen all sorts of stupidity from buyers with impossible expectations & a great inability to read descriptions and other important info.

I love the indie community and always recommend it highly. I have so many beautiful colors in my collection because someone cared enough to make them for my use. Let's hope things can settle down for a while.

Ana, seriously, THANK YOU. From both Matt and I, t...

2011-08-24T03:55:05.930+01:00

Ana, seriously, THANK YOU. From both Matt and I, thank you so much for writing this!

Just when I think it's not possible to <3 y...

2011-08-24T03:47:02.843+01:00

Just when I think it's not possible to <3 you any more, you prove me wrong with your awesomeness! There's nothing for me to add here as you said it all perfectly, except "I'm proud to support indie business!". xoxo

I agree. Vigorously.

2011-08-24T03:17:40.152+01:00

I agree. Vigorously.

Yes, yes, and more yes. As a beginning indie make...

2011-08-24T03:14:46.287+01:00

Yes, yes, and more yes.

As a beginning indie maker Ill be brutally honest and say most of my slow start and continued set backs are sheer worry of 'the what ifs'.

Dont get me wrong, the information of how to do it right is invaluable and Im so pleased, but theres this feeling like doom is just one mistake away, one sleepy comment away.

Im a friendly nice person. I love bright colors, I love making people happy. I love glitter. I love my art and putting it atop makeup jars. I could do this for a living and make all my dreams come true!

But if I make one mistake to the wrong person, it can all fall down before Im even given a chance to make it write.

Very nice job! I appreciate the points you made. ...

2011-08-24T03:13:29.199+01:00

Very nice job! I appreciate the points you made. And my goodness... I DO love adorable kittens. : )

I love you. That is all.

2011-08-24T03:06:04.622+01:00

I love you. That is all.

Amazing as usual, although I'm kind of sad tha...

2011-08-24T03:03:54.365+01:00

Amazing as usual, although I'm kind of sad that it needed to be said at all. I suppose it's as my slightly off-kilter grandma always said, when time came to give out common sense, too many people were hiding behind the barn door. <3

Thank you so much for this. It was sorely needed. ...

2011-08-24T02:46:43.593+01:00

Thank you so much for this. It was sorely needed.

I am, by and large, a consumer advocate so what I am about to say may seem weird but I'll say it anyway. THE CUSTOMER ISN'T ALWAYS RIGHT.

There are limits. If you get what you paid for in a timely manner then they have met their burden as a business owner. Yes, exceptional customer service is always a plus but that's above and beyond. When you expect above and beyond all the time of course you are going to be disappointed when it's simply 'good' CS. But 'good' CS should be enough. You cannot buy a shadow and expect the moon. It's too much.

With the climate being what it is today I think we are all, customers and business owners, in a very tough situation. Now is the time to take indie back, to define it as the wonderful, unique, beautiful thing it is. All businesses are not GlitterSniffer, nor are all customers the glittermob. In order for indie to recover and thrive we all need to take a deep breath and get back to the wonder of it all.

I hope we can because I love indie and I want to see it be successful. Time will tell what is to happen but it's up to us to make it happen. It can be all about the pretty again of we let it. I just hope it's soon.