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 The secret to 17 years of retail success is good old-fashioned customer service.
Marjorie MacDermaid, proprietor of Marjorie's China and Gifts in Chatham, believes
in going the extra mile for her customers.
"I really, really put myself out for my customers. I will call all over the
place trying to get exactly what they want," she says. "I think customer relations is probably the most important thing in
business. Some people you can never please, but I try. I think service is even more important than good pricing."
Marjorie offers free gift-wrapping on all purchases and lay-away services. She
often orders items special for her customers. She accepts Visa and MasterCard, orders over the telephone and packs for shipping.
She has shipped her giftware all over North America.
"I'm glad to do it," she says. "I really do give personal service."
One thing she offers is a Bridal Registry Service.
"Anyone who's getting married can come in here and choose whatever they like
in the store," she says. "I make a table up about a month before the wedding and put the things they have chosen on it. So
when people come in shopping for them, I can show them what they like. It gives them an idea of what to buy. A lot of them
choose dishes but it doesn't have to be dishes, it can be anything in the store."
She says some brides don't like to register because it looks like they're asking
for things, but invited guests like the service very much.
"If you invite someone to your wedding, you know they're going  to get you a gift. That's an understood fact," she says. "It's good for the couple because they're getting exactly what they
want. It makes it much more convenient for everyone."
She also keeps detailed records of her customer's China patterns so she always
knows what they have already and what they need in order to complete their set. This is helpful for family and friends looking
to purchase gifts.
"All of these China patterns are only out for so long," she says. "Some of them
have been out for 30 years and some of them are out for 10 years, depending on how they sell."
Manufacturers notify her about two years in advance when a certain pattern will
be discontinued. She checks her records and makes sure she lets customers know if their pattern is targeted.
"I call the people who have that pattern and let them know they have two years
to get whatever else they want," she elaborates. "So, anyone who starts a pattern here will never be stuck as far as not knowing
when their pattern has been discontinued. That won't ever happen to any of my customers."
While customer service ranks number one in Marjorie's mind, affordable pricing
is a very close second.
"I started out in business and everybody told me I would never survive. I marked
my things up just what I had to have," she says. "And I still don't inflate anything. I don't have a lot of sales because
my prices are good year round."
There are some things like her half-priced Porcelain Dolls that she is trying
to clear out. She won't make any profit on them.
"Things that have been here awhile that I want to clear out, I will put on sale,"
she says. "But as far as my general stock, I'm not afraid to stand up to any store with my prices. My prices are the minimum
I have to have to survive. Noritake China is 30% off almost all the time. So, my prices are excellent."
Marjorie's biggest line of China is Noritake. But she is also a Royal Doulton
and Royal Albert dealer.
"I have a big selection of Noritake," she smiles. "I have almost everything else you could
mention in the line of giftware. Cherish Teddies are the biggest collectible now in North America and I have the largest line
of them on the river and one of the biggest collections in the province. I have about 400 including many that have been discontinued."
The store carries a large variety of hand-crafts and giftware including Heritage
lace, pottery, wedding supplies, framed prints, wind chimes, cookbooks, candles, Royal Doulton figurines, many Irish items
and all types of souvenirs including plates, spoons, mugs, cups and saucers, with New Brunswick or Miramichi on it.
"Another collectible I'm carrying that's popular now are the Willow Tree Angels,"
she adds. "They're a big thing now."
Marjorie was born and raised in Chatham, but when her father died in 1984 she
was living and working in Moncton.
"I had my own home and I had a good job," she recalls.
Soon after her father's passing, Marjorie decided to move back home to help
care for her mother.
After 13 months she found a job with a local car dealership, sold her home in
Moncton and moved back to Chatham. Within a year, Marjorie decided to open her own business.
"I always thought I'd like to have a gift shop. I was always interested in it,"
she says.
Her first shop was located on Water Street next to Stedman's in the space formerly
occupied by Brennan's Jewellery. 
Marjorie's China and Gifts moved three years later to a larger space at 139
Duke Street, next to the Lounsbury Building. She's been there ever since.
Things have not always gone as well as they might have. About six years after
she opened her shop, there was a fire in the upstairs of her building.
"The sprinkler system activated and flooded my store. So, I really had to start
all over again," she remembers. "I was closed for about a month. Everything had to be taken out. The walls and the ceiling
and everything had to be replaced."
Some people might have let this challenge overcome them, but Marjorie persisted
and has always worked hard.
"It's something you really have to be devoted to," she says. "You have to make
up your mind that you're not going to get a steady salary every week. You don't get the benefits every week as you go along.
It's not easy. You have to be ready to devote a lot of time and energy to make a success."
Marjorie works six days a week in her shop. She only brings in part-time help
when appointments come up and she needs to be elsewhere. She doesn't mind the hard work, being your own boss has advantages.
"I really like talking to people. I'm a people person. I like visiting with
them when they come in," she says.
In fact, she knows most of her customers by name.
"It's sort of like friendships and that's very nice," she smiles.
Marjorie's China and Gifts is open Monday - Thursday 10am-5pm, Friday 10am-9pm,
and Saturday 10am-5pm.
To learn more about her store, give Marjorie a call at (506)773-7004
or visit her web page.
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