Life in the Soap Lane — customer service

| Danielle Vincent

Countdown to Christmas: Day 24 - It's important to have hobbies and friends

That was the sunrise on Mt. Diablo this morning. For the last month, I have been leaving the house before dawn (sometimes even in my pajamas) and setting up my camera to capture time lapse videos of the "golden hour" (or "magic hour"). While I film, I write in a few journals (yes, I keep multiple journals) and enjoy two hard boiled eggs and my fancy pantsy coffee in my rattlesnake mug. If you want to see all the videos I have shot, they're here on YouTube.

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| Danielle Vincent

Countdown to Christmas: Day 25 - Howdy!

As we were driving back from our little pre-December annual retreat, I thought it might be fun to do a daily countdown blog talking about what we're doing this holiday season. I already keep a journal so I can look back over the patterns of our business (i.e. "was I really this freaked out about stock last year? oh... yep. I totally was."), but I thought it might be interesting to share a little window into our busiest season. November has already been really great in terms of retail sales, but we took a huge hit by not having ThinkGeek's massive wholesale order (they did place an order, but it's shipping in January), so we're struggling to keep our revenue on par with last year...

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| Danielle Vincent

Holiday Stock Alerts

I KNOW IT'S TOO EARLY to be talking about the holidays, but the facts are these:1. We're already getting Christmas ordersand most importantly2. We're already running out of certain items, so I want to let you know what we have and what we don't, what we'll have and what we won't. (and if that doesn't sound like a good line from a Dr. Seuss book, I don't know what does)

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| Danielle Vincent

We need your help (it's easy, I swear)

We want potential customers to know that getting a box from Outlaw Soaps is a delightful experience even beyond the items specifically ordered. We want them to know that we have relationships with our customers (but not creepy relationships), and that by buying from us, they're not only getting a high quality product, but supporting a small, American handmade business. And we can type marketing messages until our fingers bleed, but customers believe real testimonials. So please give us a hand and let us know about your experience with Outlaw Soaps. We'll be compiling selected responses into a page or two, and may use them in marketing.

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| Danielle Vincent

Outlaw Soaps on Amazon

Because our customers are generally people who care about our business (which we very much appreciate), we periodically get questions about Outlaw Soaps on Amazon. How much money do they take? How does that work? Do you fulfill the orders that get placed through Amazon?   I personally really love Amazon and use them to shop for random stuff all the time. We even ordered a new tail light for our Element! No one can argue that they're now a fully ingrained fixture in our lives...

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| Danielle Vincent

"When are you having a sale?" The answer's pretty simple

We probably will never have a sale on the above products. Here's why: we have to stay in business. It comes down to pricing. Side note: I wrote an article about product pricing for Pyragraph and you might be interested in it if you're interested in our business. Our production is 100% handmade...

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| Danielle Vincent

Customer Service is a Joint Effort (in other words, thank you for helping)

"I ordered the Whiskey Gift Set for my husband's birthday. For some reason the Post Office wasn't able to deliver it, and when I got in touch with the company to ask about what I should do Danielle responded almost right away. Before I knew it, another package was in the mail and it got to us in time. All of the extras - like the handwritten note, bumper sticker, even that weird little plastic goat - were so cute! He loved the soap and I love how helpful you were. I will definitely recommend you to others." - Elizabeth We really try hard to exceed expectations for customer service by doing things likeincluding personal notes, offering "no questions asked, no returns required" refunds for regular customers who don't like a product, and tracking down (and sometimes replacing) packages that go astray in the USPS system.   This is just...

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