March 2004 Newsletter

March already. Tucson is behind everybody and the rest of the year is ahead.

We have just returned from a fascinating trip to India and I have written an article about it. Please see the article further down.

Enjoy the newsletter.


    This month we cover the following

  • Refunds : How to handle them!

  • Mineral of the month. Gypsum.

  • Our recent trip to India

    Be blessed as you read this newsletter.

    Gerdus

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Refunds : How to handle them!

If someone does make a refund request under the terms of your quarantee, honor it.

Understand that few guarantee claims will be fraudulent. Allow them to "fool" you, it's just not  worth your time to do otherwise. And of course, a few claims will be genuine ( not everyone can love your product, no matter how good it is) Either way, it doesnt matter...

Refund them all. But  go beyond that...

Do it quickly and with a smile. Thanks them for the product feedback, and apologize for not measuring up to their expectations. Promise to improve the product and do it, if possible.

Then really go the extra mile. Convert that unsatisfied customer as a friend. Apologise for their inconvienence and offer to make up to them. For example.. if you are selling software, offer your next version free.

In the long run, its great for business, no bad-mouthing you and your product to all their friends, or worse.. to news groups, mailing lists and e-mailed newsletters!

You may even convert an unsatisfied customer into a raving fan!

How to reduce refunds requests to near - zero

While you must honor refund request , there are ways to prevent them from ever happening..

Deliver an obviously great product, if a customer receives a crummy, low-quality product, that looks like no serious effort was made by the vendor, you'll get an angry customer.

An angry customer punish you by asking for their money back.

So it is simple.. overdeliver... go beyond expectations.

Build a good relationship with your customers and less than 1% will ever ask for any kind of refund! Start with a wonderful warm welcome and thank you letter upon shipping the product.

This letter should thank and reassure, removing any byuers remorse, this will also be the place to point out any little extras that you have thrown in, just to show them your appreciation.

Then follow with solid after-sales support, newsletters and so forth.

You have to be really hard-nosed to ask for a refund if a company has delivered a good product and built a solid relationship.

If you honestly offer a good product, about 2% of purchasers will still make claims. That 2% figure will drop to well under 1%, if you are an effective one-to-one marketer and provide good after-sales support.

Gypsum: Its Uses


The hydrous calcium sulfate, gypsum, is among the softest of minerals and can readily be scratched by the fingernail.

It can thus be worked with tools of stone, metal or bone as easily as can wood or clay.

On the streets of Pisa today, for instance, it is not uncommon to see a sidewalk vendor carving with a pocketknife little leaning towers of Pisa, which he offers for sale within a few minutes.

The gypsum he is using came, in all probability, from the neighborhood of Volterra, the "lordly Volaterrae" of ancient Etruscan days. Statues, vases, urns and ornaments of the same gypsum may be found, worked no doubt by similar simple methods, in the Etruscan tombs that abound in that ancient land. The pits from which the Etruscan gypsum came, and still comes, may be seen dotting the countryside. This fine-grained, sometimes translucent gypsum with a white to pinkish color is called alabaster. It was as popular with the ancient Egyptians as with the Etruscans, and many of the canopic jars, or funerary vessels used to contain the viscera of the mummified dead man, are made of this material. It should be noted that much ofwhat is called "alabaster" in Egyptian collections is really fine-grained calcite.

Alabaster can be colored artificially, and in Mexico many of the 'jade" carvings sold to tourists are in fact alabaster dyed green.

Gypsum as bedded sedimentary deposits is as widespread as rock salt and is mined in vast quantities in almost every country. In the Paris basin of France there are extensive beds of gypsum that were exploited at an early time, and the labyrinthine catacombs beneath the city of Paris are the abandoned mines. Most gypsum mined today is converted to plaster of Paris, a name that comes from this old source. The process of making plaster is ancient and was known to the Egyptians five thousand years ago. It consists of "burning" the gypsum, that is, heating it gently to a temperature slightly above that of boiling water to drive off three quarters of the contained water. Thus gypsum, CaSO4 2H20, goes to CaSO4 ¼H20. When powdered plaster of Paris so prepared is mixed with water, it regains the lost H20 and sets as a firm recrystallized matenal. Its uses are many but most of it is consumed in the building trade as wallboard, lath, and sheathing board as well as plaster applied to walls and ceilings. Other important applications are in surgical casts, dental plasters, and molds in the ceramic industry.

Although of less importance than material "burned" for plaster, "raw" or unfired gypsum is used extensively in the manufacture of portland cement, as an agent to retard setting, and in agriculture as a soil conditioner. These and many other uses of both "raw" and "burned" product make gypsum mining and processing a major industry with an annual world production of nearly forty million tons.

Shallow quarries in the neighborhood of Fleurus, a suburb of Oran, Algena, expose beds of gypsum in which individual crystals are of giant size. The brilliant African sunshine is reflected in blazing splendor from mirror-like cleavage faces several feet in length and as much as a foot wide. These crystals have been formed by recrystallization of sedimentary gypsum through the agency of circulating ground water, and sinlilar large crystals are known from other localities. This coarsely crystalline variety, generally colorless and transparent and displaying the characteristic perfect cleavage of gypsum, is called selenite, after Selene, goddess of the moon. In some shales and related clayey rocks, gypsum crystals of a high degree of perfection occur, bounded on all sides by crystal faces. These crystals probably have grown in the solid body of the clayey rock by the interaction of dilute solutions of sulfuric acid with calcium carbonate present in the shale. Such crystals are to be seen in every mineral collection and generally have the form of a diamond-shaped lozenge with beveled edges. Sometimes two such lozenges are intergrown to form a twin crystal having the shape of an arrowhead, called a "swallowtail twin" from the fancied resemblance of the notched end to a swallow's tail.

Fibrous gypsum forming veinlets with the fibers running crosswise to the vein has a smooth sheen suggestive of a rich fabric, and hence is called "satin spar. All three varieties, alabaster, selenite and satin spar, may and do occur together in some deposits, and merely reflect different degrees of crystallinity and different mechanisms of formation.

In the semi-arid region of south central New Mexico near Alamagordo is the White Sands National Monument, preserving one of nature's wonders:

176,000 acres of dazzling white sand dunes. Many places in the world can boast of larger dunes but it is the mineral that forms the white sands of the Alamagordo desert that makes them unique. It is gypsum~not quartz. From the mountainous area surrounding the Monument in the rainy season, surface waters have dissolved calcium sulfate and carried it downslope beneath the valley fill. During the dry season the water is drawn to the surface by capillary attraction, where it evaporates and the contained calcium sulfate crystallizes as gypsum. The irregular crust formed is broken by wind action into sand grain sizes and whipped into rolling dunes.

Although anhydrite is formed under similar conditions and occurs in deposits as extensive as gypsum, its uses are minor compared with those of its hydrous relative. In fact, anhydrite interferes with gypsum mining if the two minerals are intimately interlaminated. The major use of anhydrite is as a soil conditioner and as a retarder of the setting action of portland cement. However, in West Germany and England it has an interesting and different use. The anhydrite is heated to a high temperature, driving off sulfur dioxide gas, which is then used in the manufacture of sulfuric acid.

Our recent trip to India: March 2004


India has always been a place I wanted to go to since I saw Passage to India and Ghandi. India was definitely on my lists of countries to visit. Annalie and me did some research and decided to visit their Golden Triangle. Delhi, Jaipur and Agra. This area is rich with cultural heritage and places to see.

I went to India on a fact-finding mission. I had several objectives. One of the objectives was to find a good cutter for our facet rough. Another was to buy jewelry for our stores straight from the source. We accomplished both.

India is a fascinating country with lots of color and lots of people. We decided to go for 13 days to give ourselves enough time to do everything that we needed to do and to find the real wholesale suppliers. It turned out to be a bit long. India is a good place to visit in small bite size pieces. The thing that got to us in the end was the harassment from all the touts when we were stranded without our driver. And believe me there are many of them in a country of 1.3 billion people. Get yourself a driver with his own vehicle for the duration of your stay. It is inexpensive and it takes out the continuous negotiations on prices. This way you know what you are in for. At first I was afraid that the driver was going to leave us somewhere after we paid his boss in full. Luckily they he did no such thing. Three quarters through our trip he left us for a day to visit home after his daughter fell and hurt herself. This was the day we were harassed.

We flew to Delhi first and decided to buy little there because we will be back in a few days again in Delhi. When I walked into the first wholesaler shop spanning five stories. I started buying and ended up with ten large boxes of crafts and curios for my shop. Our first exposure to India was such a culture shock that it took us two days to recover. I have a policy that goes something like this. We stay cheap but we eat well. In Delhi the only budget accommodation is found in an area that has budget written all over it. Annalie waited in the taxi while I went and inspected the rooms. She refused to set her foot into any crummy places.

New Delhi is a metropolis in various stages of urban decay and expansion. It consists of more than 15 cities built over hundreds of years. The last city seems like it has never been finished. Graceful white columned buildings sat behind big brick walls, but outside there were no sidewalks, just rubble and dust. Many of the buildings were streaked with black water stains from the years of monsoons. Everything in India seems to be in dire need of maintenance or at least a fresh coat of paint. The area that we entered at first to look for budget accommodation can be described like this.

The intensity felt like watching a rock video. There were hawkers, jostling crowds, blaring Hindi film music, pigs, cows, goats, chickens, parrots, diseased dogs, bicycle rickshaws, one-armed lepers, legless beggars and ragged children. The smells of incense, jasmine and sewage mingled with the delicious aroma of Indian bread. India is incredulous. No photo or film can capture all of this bombardment of your senses.

The hotel turned out to be not much more than a slum. I always ask to see a room. The mattress was sagging in the middle. The bed linen was dirty and the bathroom smelled. We started backtracking with a driver that speaks no English and landed in the hands of one of the touts. I should have read the travel manual more carefully beforehand. It does warn us about these touts. We were taken to a hotel that cost us an arm and a leg (For India). The tout looked happy because he received his commission. He also arranged car hire for us at a price that was 40 % more than the going rate. Be warned when you go to India. You can be ripped of on the first day.

Our first reaction was to arrange to be out of New Delhi by the next morning. Delhi was just too crowded for us. We thought that it would be different elsewhere in India. It turned out to be not so. Everywhere we went there were people, lots of people. The only still enclave turned out to be the hotel room.

The road to Jaipur was one long boring stretch of road with no relenting to either the traffic or the crowds. The 300 km took almost six hours to travel. Jaipur was different. It does have the crowds but it also has character. It is called the pink city because of a brick red wash that has been applied to all the facades of the buildings. They did this because of a visit some years ago by British royalty. Lots of old buildings and palaces gives Jaipur an old feel. We booked in at the hotel Arja Nivas, which turned out to be a clean well-run establishment. The staff was not overly friendly but the place was pleasant to stay in because they keep out the crowds at the gate. I never once received a smile from the stern guard.

The driver knew where all the good buying spots were. His English were rudimentary, but he was always civil and treated us like royalty. Our vehicle looked fine from a distance but close up one could see that it has been in minor skirmishes many times. There wasn't a panel that did not have some dent in it. They say that any new vehicle only lasts two weeks before the first dent. All the cars were dented to some degree. This did not seem to bother them at all. Over here in South Africa nobody would be seen driving around with a dented vehicle. The other amazing thing was the amount of passengers or goods that can be loaded on one single vehicle. It is not uncommon to see a whole family on a scooter. Our driver told us the story of 14 people in a motorized rickshaw. The traffic police stopped the guy and told him that he would not fine him if he could just show him how he managed to fit in 14 people into his rickshaw. Even though the roads are crowded we saw very few accidents. People are tolerant.

We soon discovered that the drivers would take us to the places where they received the most commission. That is a tough one to handle. It seems as if anybody that drives tourist around in India is on the take. Be they a rickshaw driver or a taxi driver, they are all on the take. I really struggled with this. I always tried to figure out how to get rid of the drivers to get to the best spots where I could get to the real suppliers. After much deliberation and persistence we ended up with some of the primary suppliers. 

Jaipur is a pleasant city with very good accommodation at a low budget price. The streets of the old city is fairly narrow with a wall surrounding the inner city from the outer. These walls have the most fantastic entrances. They create havoc to the traffic. In every street there are vendors selling fresh fruit. We were warned not to eat any of this. The problem lies in waterborne diseases. They wash the fruit in tap water and thus the diseases. People are friendly all over. Everybody wants to practice their English. They do not meet many European South Africans.

Let me give you an example of typical bad spot to buy at. The shop has several tourist taxis parked in front. The people inside speak several languages. They start to show you all the poor quality merchandise to qualify you. Once they have found what you are interested in they phone the real suppliers to get them to bring their goods to them on consignment for a few hours. They give you quotes in Euros. This is bad because they think it sounds less to you. We always asked to be quoted in Rupees. Look out for stuff with thick bases. They are always filled with cement to chase up the weight. Ask to be charged by weight and not by piece. The price from one place to the next can be quite different for the same item. Have them make up the invoice in front of you and do not come back for the invoice; they will add 20% to the prices. If you feel that they are wasting your time just walk out of the deal. Always trust your gut feelings. At the first place we visited they told me that dyed chalcedony was not dyed. I immediately lost interest to buy there because I hate to be defrauded like that. He told me that it was heat enhanced. Ba!!

The low budget cutting works amazed me. People sit on the floor when they work. Most grinding is done by hand. The smallest stones are held in the hand. This type of faceting is inexpensive and the quality is usually very mediocre. We saw a 'factory' with over 30 cutters sitting on the floor working in a low light situation. I believe that one could get budget cutting done for less than $ 1 per carat here.

Our most pleasant experience was a visit to a bird sanctuary at Baratphur where we saw some rare crane species. I added almost 20 birds to my live list. This Bird park is 50 km frm Agra on the Jaipur road. We also saw some monster sized boa pythons basking in the sun.

People are very religious. Our taxi driver had a small idol stuck on his front dash. Before every trip he burned incense to the idol. On the side of the road we encountered many pilgrims who walked barefoot to go and entreat their local deity in the temple.

I can give any other future Indian travelers this bit of advice. Be prepared to pay more the first time because you will be taken for a ride. It takes several trips to a locality before one discovers what the actual prices are. There is money to be made but you have to know your stones. Fake tanzanite's and dyed rubies and mixed silver are just a few of the pitfalls.

A must do is the elephant ride to the Amber fort. We made friends with the music gypsy and the elephant driver. Our elephants name was Onshi. The elephant was 32 years old and has been transporting tourist around for the last 13 years. My best photo was the one I took of the elephant driver. He was so genuine. It can be seen from the photo. He had an uncomplicated simplicity to him. Sometimes I think that he is fortunate not to be so loaded with responsibility and information. This was in stark contrast with the wholesale shop owners who have been around the block already. 

The opulent finishes at the Fort points to an era when India was a world Empire. They had a good system of early warning from the lookout points on the protective wall. The place had its own water reservoir in case there was a siege to the fort. The elephants are painted in bright colors. The elephants do not seem to mind this at all. I took great pity on the performing bears at Fatepur Sikri and the poor overloaded camel carts. The horses and dogs also seemed to be diseased. Everywhere there were beggars. It breaks ones heart to see all this poverty.

Agra is not worth an extended visit. It is a place filled with touts. The only place that is worth a visit in Agra is the Taj Mahal. It is an imposing structure with a fascinating story. It was built by the emperor Shaj Jahan, for his favorite wife when she died as a monument to their love. It reaches up 55 meters in clean white marble. It has a lot of presence. His son later imprisoned the emperor when he started with a second tomb in black on the other side of the river. This was for himself. They only got to the foundation. His son reckoned that his Dad was wasting money. If you consider that it took 20 000 workers 23 years to build the Taj then I reckon the son was right.

It was here in Agra that I fell sick. I had diarrhea for two days with a fever. I must have eaten something wrong. We were so careful. But even though we took care I still fell ill.

India is not a place where I would take my children for a holiday, too busy and too dirty. The food from the south is very spicy. Even the Northern Indians complain of the spice. We would go into a restaurant and order something from the menu and be surprised at the combinations of taste that they put together. Our food is downright bland compared to theirs. But an upset stomach chased us to the more expensive restaurants in the five star hotels where we ended up with known names like pizza. I have a picture of Annalie with an 18 inch pancake. This was crispy and delicious.

We ended up not getting any specimens at all. We bought some stunning gems cut from rough that came from Idar Oberstein. We met one of the best cutters in India and bought some fancy cut stones that sold the first day we returned from India. I also bought several hundred rings and pendants, which are now on show at my two stores. The buying was very taxing but lots of fun. You sit the whole day but at the end of the day, one feels drained and sore all over. I learned a tremendous amount about facet stones and the real prices of facet stones. This is a field on it's own that I was untrained in.

India is a Mecca for the serious buyer of diamonds and facet stones. Labor is cheap and stones can be bought at affordable prices. We took over some facet rough and this turned out to be a very good move. Once cut the stones can be sold very profitably. The thing I missed there was general lapidary skills. Nobody does any spheres or general lapidary work.

On the last day in New Delhi we ran into a new guide that turned out to have our interest at heart. It restored my faith in India. India can be a good experience or a bad one it all depends who takes you around. This new guide took us to the antique furniture shops and the antique brass trader. My next trip I will have to fill a container. There are so many beautiful things to buy in these shops and the prices are reasonable.

It was so good to set my feet on homesoil where the roads are well kept and where the smells are more familiar. Driving home from the airport was sheer bliss. The lack of horns blowing in your ears and the absense of the continous bombardment of all your senses was so welcome. I grew up on a farm and I guess I am not made for the noise of the city.

Important anouncement!!

We have stocked up our two stores with a wonderful range of jewelry combined with colored stone.

Our scratch-patch will be open in mid April. Our scratch-patch is rather large. The roof that covers it is in the form of a pyramid.

We will have over one ton of beautiful tumbled stone in the scratch-patch. This is a fun place to bring the kids to.

We also plan to revive the stone club. We will have a happening every month. If you want to join please send me an e-mail.

Gerdus

UPDATES

 

    We have large amethyst clusters and enormous smokey crystals on display in our stores. The stunning amonites are a must see. I also aquired a large one of a kind specimens of petrified wood. The piece is over 600 mm tall. It is a 150 million year old stump of ebony wood. A must see!!!

    Visit our updates page to see what we have been up to, we do a daily update when we are not out hunting down rocks. We try and do something to the site every day.

    www.mineralgallery.co.za/updates.htm

    Or visit our auction site where you are sure to get some of the best deals available anywhere. We have over 100 auctions running at the moment.

www.bidonrocks .com