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Do You Or Don’t You … Do You Provide Exceptional Customer Service?

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[componentheading]Yes, I Do[/componentheading]

Do You Or Don’t You … Do You Provide Exceptional Customer Service?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

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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

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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]

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SPONSORED VIDEO

When the Kids Have Their Own Careers, Wilkerson Can Help You to Retire

Alex and Gladys Rysman are the third generation to run Romm Jewelers in Brockton, Mass. And after many decades of service to the industry and their community, it was time to close the store and take advantage of some downtime. With three grown children who each had their own careers outside of the industry, they decided to call Wilkerson. Then, the Rysmans did what every jeweler should do: They called other retailers and asked about their own Wilkerson experience. “They all told us what a great experience it was and that’s what made us go with Wilkerson.” says Gladys Rysman. The results? Alex Rysman says he was impressed. “We exceeded whatever I expected to do by a large margin.”

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Do You Or Don't You?

Do You Or Don’t You … Do You Provide Exceptional Customer Service?

Published

on

[componentheading]Yes, I Do[/componentheading]

Do You Or Don’t You … Do You Provide Exceptional Customer Service?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

Advertisement

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]

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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]

Advertisement

Advertisement

SPONSORED VIDEO

When the Kids Have Their Own Careers, Wilkerson Can Help You to Retire

Alex and Gladys Rysman are the third generation to run Romm Jewelers in Brockton, Mass. And after many decades of service to the industry and their community, it was time to close the store and take advantage of some downtime. With three grown children who each had their own careers outside of the industry, they decided to call Wilkerson. Then, the Rysmans did what every jeweler should do: They called other retailers and asked about their own Wilkerson experience. “They all told us what a great experience it was and that’s what made us go with Wilkerson.” says Gladys Rysman. The results? Alex Rysman says he was impressed. “We exceeded whatever I expected to do by a large margin.”

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