San Pedro Cajonos is a community located in the Sierra Norte of Oaxaca, Mexico. In this community where artisans craft handmade silk. LPC proudly sources and distributes these exquisite silk creations to global markets.
This artistry is crafted entirely by hand, involving a meticulous production process where great part of this community take part it. Santo Tomás Jalieza was part of our training and support program for artisans. In September, we visited them to deliver a training workshop on customer service and fashion trends.
The silk artisans from the Sierra Norte of Oaxaca, participated in a workshop that addressed two very relevant topics, essential for supporting the growth of their businesses.
The first topic covered was customer service. During this session, the importance of providing quality service to clients was explained, as well as various factors to consider when designing high-value service experiences. “A service is defined as a set of additional benefits that accompany the main offering, which may be a tangible product. In general terms, services are actions, processes, and executions. Therefore, companies and organizations must pay attention to the services they provide, as it is through these that satisfaction is achieved” (Bustamante et al., 2019).
It's worth highlighting that this community hosts the Silk Worm Sanctuary, a popular destination for tourists eager to explore these traditional practices and purchase silk items available in the sanctuary's store.
The artisans requested assistance to enhance the visitor experience, aiming to provide a warm welcome while focusing on the finer details of the visit. This way, they can leave a positive impression and encourage word-of-mouth recommendations to draw in more tourists. “In Mexico, handicraft subsistence businesses are very innovative in the production of handmade products and frequently make changes or improvements in order to respond to market demands. This demonstrates that innovative, proactive, and aggressive behavior can be unconsciously implemented in order to compete in a subsistence market” (Mendoza Ramírez et al., 2014).
This workshop discussed the trend of designing memorable service experiences for customers and the economy based on these value-driven experiences. The participants applied a model to review the customer service they offer, while also reflecting on possible opportunities for improvement. This model considers key factors such as the tangibility seen in the appearance of the location, the empathy conveyed, responsiveness, security, and the confidence they show to visitors when providing valuable information about the silk-making process and the value behind the garments. They were also encouraged to add valuable information to their sales pitches to educate visitors about the pieces, the craftsmanship, and the artisanal processes they perform in the community.
The second part of the workshop centered around current fashion trends. In addition to raising silkworms, cultivating their feed, improving the species, producing silk thread and fabric, and weaving one-of-a-kind pieces dyed naturally, the silk artisans also design their final products with consideration for market preferences and seasonal fashion trends.
Their growth involves staying up-to-date with these topics and responding to market changes to compete with other options and remain a point of reference for their visitors.
In this section of the workshop, the artisans were introduced to fashion concepts and the factors that define trends in the fashion world. They were invited to design products that differed from their usual work, using silk as a base, but also aiming to meet some goals discussed in the workshop, such as creating more market-accessible products using silk, utilizing silk waste from certain processes, and catering to new trends in different age groups and genders.
The results were remarkable. The artisans not only had the chance to present their ideas in tangible ways through designs they sketched, but they also had the opportunity to discuss, share their ideas, and co-create together.
The feedback from the group was both gratifying and challenging. They appreciated the training, noting that it was very helpful. They also requested follow-up on the work done. Many artisan groups do not have sufficient support in terms of training and gaining knowledge that helps them develop their talents and businesses as artisans. They have the ideas, talent, and drive to do so, but most have not studied beyond primary school, and due to the remoteness of large cities, they also lack immediate access to timely information to remain competitive in the artisanal market. Through these programs, LPC aims to support the professional development of artisans, empowering them to design and implement strategies that enhance their skills, grow their businesses, and preserve traditions while strengthening their sources of income.
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