How to Deliver a “WOW” Customer Experience

Part THREE: Deliver Concierge Service

Published

5 years ago

September 9, 2020

Megan Crabtree

IN MY WORLD, there was never such thing as a slow season or down time. When customers were not walking in the door, you had the take the initiative to either drive traffic or make sales happen virtually. To have appointments daily, I had to make sales happen virtually and provide a concierge experience. I provided this concierge experience to all walks of life and any dollar amount. It could be a doctor who does not have the time to visit or a woman with three kids who does not want to bring the children to the store.

And let me tell you, they loved the concierge experience! Who would not love a personal shopper for all their jewelry needs?! Here are a few examples of how you can create sales and provide a personal concierge experience virtually.

Print out your top customer list and review their purchase history showing the images of pieces they have bought in the past. Browse your showcases to see what pieces you have in stock that could potentially match this prior purchase. Make maximum three videos for your client of the matching pieces you have in stock that you think they would love. Many times, there does not even have to be an upcoming occasion and customers will buy “just because.”
Review your lists of customers who have bought an engagement ring but have yet to buy the wedding band. If you have the matching band in stock, send over some videos to spark their interest. Many times, they have never seen the band and are shocked to receive this video. I have had customers show up an hour later in excitement to see the band in person!
Print out your customers that have an upcoming occasion such as a birthday or anniversary the following month. Look at their purchase history to see what styles they like, metal colors they typically buy, etc. Handpick a few gifts to take videos of and send one month in advance. Men love this, because as we all know, they usually wait until the last minute.

In video presentations, be sure to speak in the background as if they were in the store. The whole idea of this is to make it convenient for the client, for them to have the experience as if they were in the store and be “wowed”!

Related Topics: customer service Featured

Megan Crabtree

Megan Crabtree is founder and CEO of Crabtree Consulting, a boutique consulting firm with a proven track record of growing jewelry retailers and manufacturers for over two decades. Known for their data-driven approach, they identify barriers and create tailored growth opportunities, fueling success and helping clients reach their goals in the industry. Connect with Megan on LinkedIn and visit crabtreeadvisory.com for more information.

click to Comment(Comment)

Up Next

How To Make The Best First Impression With Retailers

Don't Miss

Three Ways to Deliver a “WOW” Customer Experience

Family Legacy, New Chapter: How Wilkerson Turns 89 Years of History Into Future Success

After 89 years of serving the Albany community, Harold Finkle Your Jeweler faced a pivotal decision. For third-generation owner Justin Finkle, the demanding hours of running a small business were taking precious time away from his young family. "After 23 years, I decided this was the time for me," Finkle explains. But closing a business with nearly nine decades of inventory and customer relationships isn't something easily managed alone. Wilkerson's comprehensive approach transformed this challenging transition into a remarkable success story. Their strategic planning handled everything from advertising and social media to inventory management and staffing — elements that would overwhelm most jewelers attempting to navigate a closing sale independently. The results speak volumes. "Wilkerson gave us three different tiers of potential goals," Finkle notes. "We've reached that third tier, that highest goal already, and we still have two weeks left of the sale." The partnership didn't just meet financial objectives—it exceeded them ahead of schedule.