First off, I’d like to say that I had a great weekend in Washington DC with our BWI Workshop! I will have more photos and details to come later this week. I’m also taking today off as I have mentioned. But I wanted to drop by MML quickly and share a breakthrough I’ve had… just a few hours ago.
The Thing I’m Afraid to Tell You About Jess LC
As the Things I’m Afraid to Tell You movement continues to grow (Meg is doing a new wave of the series today), I’m taking this truth-telling to let go of something I’ve been ashamed of over at Jess LC.
Since last year I’ve been designing and creating iPad 2 and 3 covers. The color combinations and the overall design have been very popular, and I am so thankful for the success that it has been. As you all know I am a completely self-taught designer and I have only recently begun working with local manufacturers to create these new cases.
It has honestly been one of the most challenging projects of my thirteen year run in business. Designing accessories is not extremely challenging. But applying an accessory mindset to a decidedly tech product, is a balance that is extremely hard to reach – especially as a 27-year-old with no background or major resources like most out there producing most portfolio style iPad covers.
Our cases themselves have met every expectation that I personally had for my “dream iPad 2 case,” but they have not been everyone’s cup of tea. While we have had hundreds of satisfied, excited, and happy iPad case customers, we have also had more issues with this style than any other product we have ever designed combined. About 9% of people who purchase this case are not satisfied.
While that number still is pretty small considering the circumstances, it has been very hard on me personally. You see, I desperately want each and every case to be as perfect as possible for everyone. But reality is not perfect. And what’s more, even if it is perfect for most people, it is not perfect for all people.
So now that we’ve blown through our inventory of gold iPad case styles, I am now faced with a decision: Do I continue to make more for all those who are so excited about them? Or do I stop making them and avoid the disappointed customers?
It’s been a tough battle in my mind, let me tell you.
I would rather have a 1% customer service request rate which is consistent with our other products than the 9% that occurs with iPad cases.
But I also know that if I drop the cases, I am going to get tons of emails from people who really, really, really want us to keep making them.
So this morning I came to a conclusion: unlike the industry standard of sharing bullet point lists of the product details on the product page for this item, I am coming clean with the pros and cons of these cases right up front so customers can make a decision.
That’s right, all the good and bad points about the case are now front and center on each product page.
My hope is that by being this honest about the cases, customers who might be disappointed by certain aspects will know this ahead of time and not buy the case in the first place. Thereby lowering our overall customer service rate for the product.
And, for those who fully understand the case’s features, they will still be able to order and enjoy the colors and features they are so excited about.
While I realize that this much information might be a little to “TMI,” I think the peace of mind that I will feel about them is priceless.
My hope is that we have more informed customers who appreciate our efforts to provide the best case we possibly can, while still understanding the limitations of the product.
Phew. It’s now out there. It feels peaceful, freeing, and real.
Thank you all so very much for your support.