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Zen Jeweler: Falling On Your Sword

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I have a theory. The best clients can often be made from the biggest mistakes. Penicillin was a mistake, Velcro was a mistake. So was the day I took in a broken wedding ring from a stranger, and sent it to the wrong manufacturer. Three weeks later it came back, and I hurried it off to the proper company, where they replaced it at a cost of 10 times what I'd told the client it would cost. I charged the small amount I had promised, and two weeks later the other spouse's wedding ring broke, same spot. Now we were experts, and as a courtesy, I didn't charge any more for the second repair than I had for the first. Dumb, huh? 
 
They later returned and bought his-and-hers watches for $10,000. Do you think they would have if I'd been tough about the repairs? 
 
More clients' hopes are dashed at the repair counter than anywhere else. Stay tough there, and it will cost you more than you think.

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She Wanted to Spend More Time with Her Kids. She Called Wilkerson.

Your children are precious. More precious than gold? Absolutely! Just ask Lesley Ann Davis, owner of Lesley Ann Jewels, an independent jewelry store that — until the end of 2023 — had quite a following in Houston, Texas. To spend more time with her four sons, all in high school, she decided to close her store. Luckily, she was familiar with Wilkerson and called them as soon as she knew she wanted to move on to bigger, better and more family-focused things. Was she happy with her decision? Yes, she was. Says Davis, “Any owner looking to make that life change, looking to retire, looking to close, looking for a pause in their career, I would recommend Wilkerson. Hands down!”

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Zen Jeweler: Falling On Your Sword

mm

Published

on

I have a theory. The best clients can often be made from the biggest mistakes. Penicillin was a mistake, Velcro was a mistake. So was the day I took in a broken wedding ring from a stranger, and sent it to the wrong manufacturer. Three weeks later it came back, and I hurried it off to the proper company, where they replaced it at a cost of 10 times what I'd told the client it would cost. I charged the small amount I had promised, and two weeks later the other spouse's wedding ring broke, same spot. Now we were experts, and as a courtesy, I didn't charge any more for the second repair than I had for the first. Dumb, huh? 
 
They later returned and bought his-and-hers watches for $10,000. Do you think they would have if I'd been tough about the repairs? 
 
More clients' hopes are dashed at the repair counter than anywhere else. Stay tough there, and it will cost you more than you think.

Advertisement

SPONSORED VIDEO

She Wanted to Spend More Time with Her Kids. She Called Wilkerson.

Your children are precious. More precious than gold? Absolutely! Just ask Lesley Ann Davis, owner of Lesley Ann Jewels, an independent jewelry store that — until the end of 2023 — had quite a following in Houston, Texas. To spend more time with her four sons, all in high school, she decided to close her store. Luckily, she was familiar with Wilkerson and called them as soon as she knew she wanted to move on to bigger, better and more family-focused things. Was she happy with her decision? Yes, she was. Says Davis, “Any owner looking to make that life change, looking to retire, looking to close, looking for a pause in their career, I would recommend Wilkerson. Hands down!”

Promoted Headlines

Most Popular