Do You Or Don't You : Do you and your sales staff take notes during the sales process?
Published in the March 2012 issue
52% YES, I DO
All of my staff has a clientele book. They are required to fill out a page for every customer and make detailed notes about the encounter. — Chris Snowden; Snowden’s Jewelers, Wilmington, NC
Any info gathered is a plus, especially likes or dislikes. — Tim Wright; Simply Unique Jewelry Designs, Yorktown, VA
I jot down details as conversation flows. I’m often asked how I knew something. People will tell you everything. — Lisa McConnell; Lisa McConnell Jewelry Design Studio We developed a legal-size counter pad with our logo and store info as well as diamond info in the margins with a large blank space in the middle. — Anderson Bass; Churchwell’s Jewelers, Wilson, NC
It helps the listening process to write down what the customer’s specifics are. — Dorothy Vodicka; The Gem Collection, Tallahassee, FL
We try to listen to what the customer likes and wants. Basically, we make a wish list for them before they even know it. — Marc Majors; Sam L. Majors, Lubbock, TX
Only if it’s a special job. They’re not at their shrink’s office. As a customer, note-taking would make me uncomfortable. — Lora S. Wright; Southern Jewelers, Sanford, NC
48% NO, I DON'T
How rude! — Craig C. Curtis; Downtown Jewelry & Engraving Shop, Belfast, ME My staff believes its presentations are so good the customers should be taking notes. — Bill Elliott; Ross Elliott Jewelers, Terre Haute, IN
We are so verbal and hold each other accountable for everything said. — Morgan Bartel; Collins Diamonds, Liberal, KS
We prefer to make notes after they leave. It gives them the impression they have our full attention. In many upscale restaurants the wait staff never writes down your order, yet never makes a mistake. We like that approach. — Rosanne Kroen; Rosanne’s Diamonds & Gold, South Bend, IN
Something Big Is Missing From Gene the Jeweler's Business
Several somethings, actually. And as in many other cases, the issue is not so much about what the fictional jeweler is doing. It's what he's not doing.