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David Squires

America’s Coolest Stores: When Sh*t Happens

When things start to stink, you better act fast.

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HERE AT INSTORE Laboratories, we’re currently concocting the epic 12th edition of our America’s Coolest Stores contest. Analyzing our fresh batch of winners, I can’t help but feeling that the state of American jewelry retail is better than it has ever been.

The edition will be hitting mailboxes in August. Can’t wait that long to see our winners? Then come to INSTOREMAG.COM on July 24 for our exclusive online announcement of this year’s honorees, including additional online-only content like videos, expanded photo galleries, and expanded owner interviews. Don’t miss it!

This week, one gross, but funny story from a previous winner — Leo Hamel Fine Jewelry in San Diego, CA (America’s Coolest Stores, 2009) — on the importance of giving above-and-beyond customer service … even when things get a little, uh, sticky.

Says Leo Hamel: “One of our best sales associates (Teri Ramirez) was working with a customer who was looking for a Hearts On Fire engagement ring. They took the ring outside to see how beautiful it looked in natural light. While they were outside, Teri’s customer stepped in a pile of dog poop. Teri came running into the store to get a wad of paper towels and wiped her customer’s shoe clean. Of course, he purchased the ring! Quote from customer: ‘Teri, we’ve been through so much sh*t together now, I have to buy the ring!”

Question: If you went to Leo Hamel Fine Jewelry, wouldn’t you want Teri serving you?

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David Squires is the Group Editorial Director of SmartWork Media. He believes that the first role of business media is to inspire readers.

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