Commentary: The Business Here’s How to Stay Customer-Focused During the Holiday Rush No matter how many people on the sales floor, you must stick to the basics of customer service. Published 1 year ago on November 22, 2019 By Denise Oros Instore December 2019 Issue Share Tweet LET’S TALK ABOUT the basics. Pure and simple, that means providing kind customer service while keeping your ego in check when it threatens to walk all over your common sense. How do you react when a customer expects you to just drop everything to fix her costume pendant that she bought somewhere else when you have a store full of bonafide customers who want real jewelry? Every one of those customers will notice how you treat the simplest of us. You must learn that you are on a stage of sorts — so smile, be patient, be kind, be genuine and, if not, at least fake it ‘til you make it through the day. Jimmy Degroot Video: Sharpen Your Bridal Jewelry Presentations Jimmy Degroot Video: Maximize on the Opportunities That 2020 Brought the Jewelry Industry Jimmy Degroot Video: Sales Management Master Class Taught by Jewelry Professionals Begins Feb. 16 People come to us with misinformation, stupid requests, etc., but they come to us, the professionals of the industry. Each of you holds a place of power. I often preach that we have to be sensitive to what it is like to approach us. How do you feel when you aren’t waited on promptly and recognized, but rather talked over or ignored? Or worse, pounced on the moment you enter the door? Now imagine a recent widow, divorcee or survivor coming into your store and not being waited on promptly or even recognized, but instead ignored. It’s intimidating. Translate that thought into your greeting protocol. Your customers should be greeted inside the door within 15 seconds of arrival. Have your staff close their eyes and count 1 one thousand, 2 one thousand, until 15 one thousand. It’s a long time, isn’t it? Are you greeting them promptly and in an engaging manner? If not, why not? Are you practicing active listening and asking open-ended questions? People stop buying when you stop selling! Are you doing add-on sales? Are you requesting return visits for jewelry check-ups, positive reviews or recommendations to friends? Of course my favorite topic for ABC sales is The Yes Train. You wanted white gold, yes. You wanted a halo with vintage accents, yes. You wanted a size 6 with euro shank, yes. You were looking for larger diamonds in the shoulders and some sparkles in the gallery, big smile, yes. This will make a sensational ring all of your friends will envy, yes. Let’s get your deposit taken care of so I can get started on this beauty right away! That active listening “yes” train is headed straight to the bank. Advertisement You must build confidence, inspire cooperation and invite rapport with each customer, every time. Check your ego at the door, Fancy Jewelry Store Owner. How you treat customers, how you respond to challenges, how you handle a serious crisis is reflected in how you treat your employees and how they will treat your customers. What will you change tomorrow and the next day? Because it is a process to become an owner (meaning manager, goldsmith, appraiser, bookkeeper, psychiatrist, repairman, event manager, cupid and of course, housekeeper). Fundamentals can never be underrated, especially headed into the holiday season. Now go dazzle them! Related Topics: Denise Oros click to Comment(Comment) Up Next The First America’s Coolest Stores Winner Reflects on What It Means Don't Miss Million-Dollar Seller Achieves Jewelry Dreams Denise Oros Denise Oros owns Linnea Jewelers in La Grange, IL. Continue Reading Advertisement SPONSORED VIDEO Wilkerson Testimonials Retirement Made Easy with Wilkerson The store was a landmark in Topeka, Kansas, but after 80 years in business, it was time for Briman’s Leading Jewelers to close up shop. Third generation jeweler and owner Rob Briman says the decision wasn’t easy, but the sale that followed was — all thanks to Wilkerson. Briman had decided a year prior to the summer 2020 sale that he wanted to retire. With a pandemic in full force, he had plenty of questions and concerns. “We had no real way to know if we were going to be successful or have a failure on our hands,” says Briman. “We didn’t know what to expect.” But with Wilkerson in charge, the experience was “fantastic” and now there’s plenty of time for relaxing and enjoying a more secure retirement. “I would recommend Wilkerson to any retailer considering a going-out-of-business sale,” says Briman. “They’ll help you reach your financial goal. Our experience was a tremendous success.” You may like Online Spaces Allow Independent Jewelers To Enter The Global Marketplace Illinois Store Owner Talks Christmas COVID Bingo, Funny Customer Questions and a Record-Breaking December Why Jewelry Retailers Should Fall in Love With Valentine’s Day Promoted Headlines Digital Warrior: A Conversation with GemFind’s Alex Fetanat GemFind A Sales Meeting Platform for The 21st Century The Plumb Club With Average Retails of $250, This Is One Brand You Won’t Want to Miss! Chic Pistachio Advertisement Latest Trending Videos Press Releases5 hours ago Gembridge Announces Global Industry Ambassador Network Press Releases6 hours ago Christopher Designs Celebrates 40th Anniversary Press Releases1 day ago GJEPC Signs MoU with eBay Press Releases1 day ago Joseph Varjabedian Passed Away Due to COVID-19 Headlines2 days ago Signet to Raise Its Minimum Wage to $15/Hour Fun5 days ago 54 Funny Memes That Will Make You Say ‘Yup, That’s Life in Retail!’ Headlines3 weeks ago $5.8M in Fake Rolexes Seized in Cincinnati Photo Gallery3 weeks ago 19 Celebrities Show Off Their Stunning Engagement Rings [Updated] Headlines2 weeks ago Hawaii Jewelry Sellers Carjacked, Robbed of $200,000+ in Merchandise Headlines4 weeks ago Kendra Scott Steps Down as CEO of Jewelry Company She Founded Sponsored Content4 days ago Digital Warrior: A Conversation with GemFind’s Alex Fetanat Jimmy Degroot1 week ago Video: Sharpen Your Bridal Jewelry Presentations Sponsored Content1 week ago With Average Retails of $250, This Is One Brand You Won’t Want to Miss! Jimmy Degroot2 weeks ago Video: Maximize on the Opportunities That 2020 Brought the Jewelry Industry Category Spotlight3 weeks ago New Display Materials Help Merchandise GIA-Graded Diamond and Gemstones Advertisement Advertisement SubscribeBULLETINS INSTORE helps you become a better jeweler with the biggest daily news headlines and useful tips. (Mailed 5x per week.) Latest Comments Most Popular Fun5 days ago 54 Funny Memes That Will Make You Say ‘Yup, That’s Life in Retail!’ Headlines1 week ago Paris Hilton’s Engagement Ring May Be Worth $1M+ Headlines1 week ago $5.2M in Fake Cartier Jewelry Seized in Kentucky Benchmarks1 week ago These Jewelry Retailers Grab Shoppers’ Interest with Inventive Displays Headlines3 days ago Bergio Acquires Online Jewelry Retailer Aphrodite’s Hot Sellers1 week ago These Were the Top-Selling Jewelry Brands and Categories in January, According To Our Brain Squad Columns4 days ago 3 Tips to Becoming the Most Resilient Jewelry Store Owner You Know Sponsored Content1 week ago With Average Retails of $250, This Is One Brand You Won’t Want to Miss!