Do You Or Don't You ... Do You Provide Exceptional Customer Service?

[componentheading]Yes, I Do[/componentheading]

Purchases or repairs over $25 three weeks after the sale so we don’t ruin a surprise. — David Schowalter; Miner’s Den, Royal Oak, MI

They must be handwritten. Every purchase over $250 receives one; under that it’s at the discretion of the
salesperson. — Bill Elliott; Ross Elliott Jewelers, Terre Haute, IN

We write thank-you notes for every sale, and they are just that, a genuine thank you, with no special offers, gift certificates or any other promotion attached. — Sandy Kluh; Kluh Jewelers, Centralia, WA

We allow our employees to participate in all spiffs offered by vendors, which is anything from extra cash to free jewelry. We also play our own games to keep the energy going in the store. — Tonia Ulsh; Mountz Jewelers, Camp Hill, PA

I keep it short, let them know they made a great purchase, that we appreciate their business, leave an opening for future contact and send my business card. — Annette Evens; RD Allen Freeport Jewelers, Freeport, ME

We make them fun and personal. If there was a private joke between the salesperson and the customer, we definitely remind them of it. Hopefully it will make them smile again! — Lisa Maloney; Canadian Jewelry Exchange, Kelowna, BC, Canada

We send what we call “funny money” with each thank you equal to 5 percent of the sale. It looks like Monopoly money with our logo on it. They can use it anytime, with no expiration on anything in our stores. A fun surprise with their thank you and only about 20 percent ever get redeemed because they end up losing it. But they remember us for it! — Loann Stokes; Stokes Jewelry Services, Stillwater, MN

We use preprinted postcards and personalize them. — David Mell; The Goldsmith Jewelers, Lawrenceville, GA

The salesperson writes a personal note, the more personal the better. The salesperson produces a copy of the thank-you note before being paid for the sale. — Steve Quick; Steve Quick Jeweler, Chicago, IL

[componentheading]No, I Don't[/componentheading]

My biggest concern is ruining the surprise. What if it was for his girlfriend, and the note arrives at his home with his wife? Hey, it happens. — Casey Gallant; Stephen Gallant Jewelers, Orleans, MA

A follow-up call is better since no one else does it. — Rosanne Kroen; Rosanne’s Diamonds & Gold, South Bend, IN

It strikes me as a disingenuous, tacky way to try to get more business. I always make sure they know how much I appreciate their business before they leave the store. — Steve Stempinski; Steve’s Place, Madison, GA

We don’t because we sell bridal, exclusively. There’s no way to know how long the guy is going to wait until he pops the question. So, we’re always in fear of blowing his surprise. — Chuck Kuba; Iowa Diamond, Des Moines, IA

While everyone wants to be appreciated, one local merchandiser in my area overdoes the thank-you note thing. My customers regard them as junk mail. Instead,
I thank my customers with small but good deeds — close jumprings, tighten a stone, update outdated appraisals, etc. — Lisa McConnell; Lisa McConnell Jewelry Design Studio, Fort Worth, TX

[span class=note]This story is from the January 2011 edition of INSTORE[/span]