TAG | Steve Richardson
Please allow me to toot my own horn. I was reading the current issue of Consumer Reports the other day and came across an article titled “What’s wrong with customer service?” Things like this always interest me because I truly feel everyone at Stave does their absolute best to really be the best and I am so proud of that.
Consumer Reports surveyed 1000 consumers nationwide to find the customer-service related problems that bother them the most. The biggie? The inability to speak with a real person on the phone. If you call during our regular business hours of 8 am to 5 pm EST, you’ll reach a real live person, guaranteed. There’s no recorded voice saying how much they appreciate your call, telling you to push 1 for customer service, push 2 for whatever. I promise you’ll get a real live person on the end of the line. If you call after hours you’ll get our answering machine, but we do listen to it every morning, so let us know what you need and when we can reach you and we’ll take it from there. More often than not, some of us are still here after five so if we’re doing something that’s easily interrupted, we’ll pick up the phone. Heck, you might even get Steve on the line. How many companies let the President take calls without screening first?! The next time you call, it could be your lucky day!
The second biggest complaint is Rude Salespeople. At Stave, we all love what we do and it shows. If you get me on the phone I might gripe about all the rain we’re getting but that’s as far as it goes. Every single person here knows that you are our top priority and will do their best to make you feel it. If your little Biscuit eats a puzzle piece from your Timeshare puzzle for the fifth time, I bet Tammy will still be as sweet as honey when you call to confess.
The rest of the article was interesting, and honestly, I think we rate very high on them all. The only category we might struggle with a little was the complaint with the lowest rating: “Wait for scheduled repair person.” Even though you aren’t sitting at home waiting for one of us to show up, you might still experience the same feelings if you need a replacement piece made. Cutting those replacement pieces is Tough, with a capital T, so we tend to put those off until we have several to do. But give us a delivery date, and we’ll meet it every time!
I thought long and hard about what it is that makes us successful in providing great service and after the smoke cleared I came up with this: Steve has given us the power to do the right thing. I know if you call up tomorrow and tell me that “Olivia”, a 5-bolt Trick puzzle, is way too hard for you, I’ll tell you flat out to send it back. And I’ll do it with full confidence knowing I’ll be supported in my decision no matter if you decide you want to trade the puzzle for a simpler Trick puzzle (we’ll never tell), a different type of puzzle or even a refund. We want our puzzlers to gaze upon their little blue and green puzzle boxes with anticipation and glee, not dread, and Steve has made sure we all know we need to do whatever it takes to keep Stave one of your favorite places to do business with.
Put us to the test. -Jennifer
Time for Some R&R
Woo Hoo!! My family and I are headed off to Maine pretty soon, and I can’t wait! I want to spend my days laying in the sun relaxing, maybe with my iPod and with a puzzle. Ever since I got home from school for summer break, I feel like I haven’t had very much time to relax.
Between my internship here at Stave and my other job at the local general store, Dan & Whit’s, I’m busy every day. This is going to be a really nice break for me. I know it sounds a little crazy to want to bring your work with you when you go on vacation, but that’s just what I’m planning to do. I’ve been trying to decide which puzzle I should bring with me by looking at the Stave website. There are just too many great choices! I know I want it to be some kind of beach scene, and I want it to be pretty big since I know everyone is going to want to help put it together, but I just can’t decide.
I’m torn between Favorite Beach House, Beachside, and Maine Regatta. Which one do you think I should choose? I would love to hear what you think so after taking a look here, visit my PuzzleNuts page (www.stavepuzzlenuts.com/profile/MadisonPerrin) and let me know which puzzle you think I should bring with me.
Other than puzzling on my vacation, I plan on spending a lot of my time tanning on the beach, hanging with my family, going for a few runs and hopefully getting to spend some quiet time working on my paintings. And while I’m soaking up the sun and relaxing, you know I’ll be thinking about everyone working hard back here at Stave!
Let Me Fill You In
Our last newsletter was filled with so much news, I had to save some tidbits for later. Now is later, so let me catch you up. Cheryl Johnson, our artist in Maine, has been working on a series of small Teaser puzzles featuring each of the United States. Our goal is to design them at a size and difficulty level that will appeal to everyone. Of course, we started with Vermont. We’re incorporating the state bird, flower, and flag into each puzzle as well as Teaser pieces representing what the state is known for. Did you see the Stave clown? Get ready to travel our beautiful countryside, discovering new things along the way. Once you own your home state you know you’re going to want them all!
Mouse Pad is Susan Greenleaf ’s new Teaser puzzle. As you can see, it’s a play on words so I think it will appeal to all those who are keen on computers. And all you critter lovers will laugh when you see the techno-savvy mice. These little housemates will have you keyed right in to joining them in their mouse pad.
We’ve been brainstorming with Stave artist, Susan Berry, and we’re coming up with great ideas to incorporate into our new Limited Edition puzzle based on the lost city of Atlantis. This project is right up Susan’s alley and she’s already working on preliminary sketches. Steve has sent the first prototype to our ace Tester in Delaware so we should be hearing groans of frustration very soon! The puzzle is shaping up beautifully with lots of neat twists and turns to keep you befuddled and puzzled. Steve’s trickery and Susan’s artwork make this a puzzle not to be missed!
We’ve also got Steve’s new 4- sword Teaser prototype out to test. I cut the first prototype and I had to put it back together with a cheat sheet. I can’t wait to hear the feedback on this new challenge. We gave Molly Delaney the AOK to begin painting our new 2- way Trick kitty design but then promptly pulled her off that project to ask her to work on something else. Don’t worry. We’ll let her get back to it very soon! Do you have any suggestions for its title?
Is That Small Enough?
Waaaaay back when, like in the mid-80s, we offered a cute little puzzle called Blue Mum by artist Piet Mondrian. It was done totally in soft blue with only a few different shades. What made this puzzle so special? It was cut in 100 mini pieces. Instead of our usual two pieces per square inch it had three! Our puzzlers loved it and our cutters did, too. It’s your lucky day because we’re bringing our Minicut style back! Keep your eye out for news of our Mini-cut revival as well as other cutting styles you may have never seen.
Yikes! This 400 piece Atlantis puzzle of mine is driving me around the bend. It’s like designing 7 puzzles at once. 7 layers = 7 puzzles = 7 headaches = blurry vision.
On the Horizon
Spring is a time for fresh, new things like lambs, daffodils, and mud, if you’re living in Vermont. It’s also a time for new puzzle designs. In addition to a few new designs from your favorite Stave artists like Molly Delaney, Susan Greenleaf and Cheryl Johnson, we’ve got some great new things cooking up with STEVE! As you probably know, Steve and Martha head South every April to get away from the neverending snow here in Vermont. There must be something about all that sun providing a boost of Vitamin D because we can always count on Steve to come back with loads of new puzzle ideas. Who knew Vitamin D was beneficial for puzzle designing?! We’ve received several emails with a first look into what he’s cooking up and I’m loving it!
First and foremost, Steve’s been working on our new Limited Edition puzzle, Atlantis. We’ve been brain-storming on this off and on for a while now and he’s finally got a handle on where this puzzle is going. Get ready for a hand – painted, multilayer puzzle that will knock your socks off !
We’ve been lamenting the need for more 4-sword Teasers and guess what. Steve’s cooked up a new concept to give you just that! We’ll begin cutting a prototype in the next week or so and get it out to test so we can make sure it holds up to all you Ace Teaser puzzlers.
Steve’s also working on a new 2-way Trick puzzle design. It sounds like it will be a 3 or 4 bolt difficulty level, not as tough as Fred & Ginger or Olivia but tougher than what most of you are probably used to. The theme of the puzzle will probably be tied in to the Mayan theory that the world will end in 2012. Let’s hope we can get it to final art before then!
We’re getting close to the finish line on the new cat themed 2-way Trick puzzle that’s kind of a cousin to the doggie themed, Bark in the Park. I’ve got one more test cut to do and if it passes muster Stave artist, Molly Delaney, will go to paint! It’s darn cute and sure to please all you cat loving Trick puzzlers. Molly is also working on a new beach themed Teaser which will be ready just in time for vacation puzzling this summer.
We have another new Teaser design by Molly debuting this week. Do you remember about a year ago when we showed a couple of cute donkey sketches on PuzzleNuts and asked for help in choosing the theme and title based on the cute little guys? Here it is! PuzzleNuts Kristen and Jennifer had a combined effort in suggesting a barn dancing theme with a title of Donkey Tonk.
A short while ago we showed you a new Teaser puzzle called Your High-ness by Stave crafter and artist, Samara Cary. She’s done it again! You’re getting the first look at A Giant Dilemma. It got great reviews by our Testers and I think you’re going to love it, too.
Cheryl Johnson, Stave artist living in Maine, is finishing up the first puzzle in the new United States series. Can you guess what state we did first? You’ll get a peek at it in my next newsletter.
More Good Things Coming Your Way
Just arrived in my mailbox… I just received Mouse Pad from Stave artist, Susan Greenleaf. I guess we’ll just have to give you a peek at that one in my next newsletter, too. You guys have a lot to look forward to!!!
Guess this Rebus!
Thanks to all those who sent answers to the rebus game in the last newsletter. You guys are good!! Puzzler C.M. of N.Y. was the first to get the correct answers: Market Share, Harvest Time and Come Sail Away.
Here’s another one for you.
The first person to email me with the correct answer to this rebus will win a prize! Email your guesses to me at email@example.com