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How to Handle Negative Online Reviews

Taking a day or two to cool off is the first step.

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THERE’S A LOT TO be said for taking the initiative to run a business; do the best job you can do, keep employees happy, keep clients happy, perform good work, be honest, all while trying to turn a profit. Inevitably, no matter how kind, humble, honest, and hard-working you are, someone is going to spoil the soup. Everyone has an opinion, everyone is an expert, and now the clients who don’t get their way or aren’t completely satisfied have a plethora of ways to tell the world and troll your business.

It stinks. For all the expletives I have muttered to myself when a less-than-shining online review happens, I will keep it relatively “clean” for this article by saying it stinks like a fresh turd on a hot sidewalk in the middle of a muggy summer. It ruins your day by upsetting your stomach and putting you in a downright foul mood.

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That feeling is not the one you should be harnessing when you write your reply. Like it or not, anyone under the age of 50 looks at reviews when seeking new businesses to work with. More particularly, they scan past the shining reviews to find the dirty laundry to see how badly things can go wrong when they do. Like a bad wreck on the highway — show me the carnage!

When it comes to reviews, I am not of the “roll over and take it apologetically” crew, nor am I of the “give ‘em hell” team. Let a negative review simmer for a day or two while you come down from the adrenaline of seeing red (“How dare they?!?!”) and don’t post a reply until you’ve had extra eyes on what you are saying. Ask an employee, friend, or colleague to look at your reply from the outside.

Remember that a review comes from that person’s point of view. There are many sides to a story. In extreme situations of riots, attacks, and politics, different media outlets will show different perspectives (often skewed). Bad reviews may seem skewed, but for the individual, it is their truth. They felt compelled to say something because the situation made them feel something.

Never post a canned response on a bad review. Readers see generic responses as an uninvolved robot behind the scenes just placating the reviewer. It feels like a cover-up.

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Never post a defensive rant! Factual key points are all you need to speak your piece. It’s better if you apologize and accept that you and your team aren’t perfect; we’re all human.

Finally, accept that some people are trolls and you cannot make them happy. It’s OK in those circumstances to call them out. I have publicly responded to an unreasonable review (backed up with facts), noting that the request for a free repair on an item we didn’t sell was irrational, and telling the world the reviewer is not welcome to return to my studio. That particular response has brought in several new clients who got a good laugh and subsequently left positive reviews when they met our team. They love that we are as real in-person as we are online.

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Dave Richardson

Bad News Deserves an Explanation, Not an Excuse

Here’s how to talk to clients when expectations aren’t met.

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WHY IT IS TRUE: Many salespeople are scared to be the bearer of bad news, but customers appreciate honesty.

PLAN OF ACTION: Be up front, and be prepared to accept the consequences. Maybe the customer’s special order ring from the vendor did not arrive on time. The customer does not care about the problems the vendor incurred. Explain the actions you’ve taken to rectify this situation, and if necessary, offer any compensation you feel will help.

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Possible ‘Diamond in a Diamond’ Is the Strangest Thing Ever

This bizarre specimen was found in Yakutsk, Russia.

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RUSSIA’S ALROSA DIAMOND mining company may have discovered a diamond in a diamond.

Alrosa’s Instagram page features a video of a 0.62-carat rough diamond with a curious void in its center. Rattling around in that cavity seems to be another rough diamond.

In a caption accompanying the video, Alrosa wrote, “A diamond in a diamond? We couldn’t help but share this very special find with you.”

Alrosa goes on to describe how the smaller crystal seems to move freely within the larger one. The curious gem was discovered in Yakutsk, Russia.

“We are not sure if the smaller one is a diamond,” wrote Alrosa. “Our scientists are looking forward to studying the crystal. It will be researched with non-destructive methods.”

Please check out Alrosa’s video below:

 

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A diamond in a diamond? We couldn’t help but share this very special find with you. Watch: the smaller crystal moves in a cavity inside the larger rough diamond. The larger diamond weighs 0.62 carats. We are not sure if the smaller one is a diamond. Our scientists are looking forward to studying the crystal. It will be researched with non-destructive methods #diamondscientistsbestfriend #ALROSA #diamondsALROSA #realisrare Алмаз внутри алмаза? Не можем не поделиться с вами своей находкой: внутри этого алмаза в 0,62 карата передвигается в полости другой кристалл. Наши учёные пока не уверены, что внутри находится именно алмаз. Они с нетерпением ждут, когда интересная находка попадёт к ним в лабораторию. Изучать будут не разрушающими методами #алмазылучшиедрузьяученых #АЛРОСА #алмазыАЛРОСА #

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In an unrelated Instagram post, Alrosa honored the 115th anniversary of Russia’s TASS news agency with what the mining company is calling “the world’s most expensive diamond hashtag.”

Alrosa created a mural with the hashtag “TASS115” rendered in natural white diamonds. The precious stones weigh 4,000 carats and are valued at $350,000.

The mural is being displayed at Alrosa’s diamond sorting center in the Siberian town of Mirny.

In its congratulatory message, Alrosa wrote, “On [the] occasion of the 115th anniversary of the legendary TASS, we [are] giving our friends the most expensive hashtag in history as a present.”

Alrosa unveiled the mural on its Facebook and Instagram pages.

The TASS news agency was founded on September 1, 1904, as the St. Petersburg Telegraph Agency (SPTA). It was renamed the Russian Telegraph Agency (ROSTA) in 1918. Seven years later, the agency would become TASS (the Telegraph Agency of the Soviet Union). Today, it boasts 63 bureaus in 60 countries.

Alrosa is the world’s leading diamond producer in terms of volume, accounting for nearly a third of global rough diamond production. The company manages mines in Russia’s Yakutia and Arkhangelsk regions, as well as Africa.

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David Geller

Here Are a Few Tips You Haven’t Seen to Make the Most of Your Bridal Custom Designs

They’re simple yet brilliant.

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IT’S 2019, AND it’s not your daddy’s jewelry store anymore. No more high margins on diamonds. Where’s the money now? The mounting.

Keystone is the goal, and many get it on the mounting, but comparison shopping can make it difficult. That said, the really big problem with selling from the showcase is the amount of inventory you must carry.

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On the other hand, custom designing an engagement ring has many advantages:

  • Higher profit margins
  • You pay for the item after you’ve collected money from the customer.
  • The customer feels like they are directing the process rather than being “sold.”
  • If you share the process of designing their ring with the customer, they will likely share with their friends and family. It’ll be on social media, texts and emails.
  • You can adjust which components go into the ring to more fit their budget.
  • Selling from the showcase has a closing ratio of 30 percent in most stores, but custom design has a closing ratio of 70-80 percent.

The downside? Someone must know how to design the ring, how it comes together and pricing. Training is essential, or having someone specific to sell the ring and lead the customer through the process. Figuring out how to price the item requires particular skills.

Here are some additional tips to make the most of your custom design process:

  • While designing the ring, if you use CAD/CAM, take a snapshot of the model on the screen and send it to the customer, saying something like, “Well, Jim has gotten started on your beautiful design.” If you hand-carve the wax or mill it, take a picture and send by text or email. Same goes for the casting process and another of the jeweler finishing up the ring.
  • When appropriate, send out a handwritten thank-you note.
  • Go to Office Depot and buy a pack of 100 sheets of do-it-yourself business cards. Make yourself a master blank company business card with no logo, just everything else about your store. Take a good picture of their new ring and paste it on the card, then print a sheet of 10 and have it in the envelope when you deliver the ring.

After they “ooh and aah” over the ring, tell them, “I’m glad you love it. You know, we have more customers come in from referrals than anything else and would love for you to refer family and friends. Here are some of our cards.”

Then plop them down on the showcase face up.

They will be so excited that they will not only place one on their refrigerator door, they’ll give them out to friends and show everyone how their ring is on “my jeweler’s business card.”

Isn’t this a fun business?

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