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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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Vegas Must-Haves #8: Long-and-Lean Earrings Are Everywhere

They’ve been popular at awards shows and on international catwalks.

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Heading out to Vegas for Jewelry Week? Here are some of the trends we are predicting you will see and that you might want to bring into your store. Some have been going strong for a few seasons, while others have been evolving for a couple of years. All are popular from the red carpet to the ready-to-wear runways to the jewelry design studios. So, why not try your luck with this trend or the others we will be showing?

From the red carpet to the runways to the design studios, all styles of earrings continue to be strong. One style that we saw at all the big awards shows this past season as well as on the international catwalks was the long and lean look. The earrings can range from sticks of diamonds to streamlined and linear with more movement, traced with enamel and/or popped with colored stones, and can go from mid-length to shoulder-skimming.

Lili Reinhardt in Swarovski earrings at the 2019 Golden Globe Awards Photo: Shutterstock

GiGi Ferranti Gia Deco 14K stick earrings with Zambian emeralds and diamonds. gigiferranti.com. $5,200

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EF Collection 14K gold diamond and enamel Stripe Bar Drop Earrings. efcollection.com. $650

Harwell Godfrey 18K gold articulated black and white diamond stick earrings in yellow gold, harwellgodfrey.com. $2,700.

Effy Pave Classica 14K White Gold Diamond Vertical Earrings, 0.35 TCW effyjewelry.com. $1,095.00

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Columns

Vegas Must-Haves #7: Attention-Grabbing Gold Chains That Mix New and Old

They’re being linked and looped together in creative ways.

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Heading out to Vegas for Jewelry Week? Here are some of the trends we are predicting you will see and that you might want to bring into your store. Some have been going strong for a few seasons, while others have been evolving for a couple of years. All are popular from the red carpet to the ready-to-wear runways to the jewelry design studios. So, why not try your luck with this trend or the others we will be showing?

Gold chains are back as a statement and a staple for your customer’s jewelry wardrobe.

I first started noticing the trend to weightier and gutsier chains in 2016, and they are being linked and looped together in creative ways. Many of the modern links take their cue from antique bold gold curb and paperclip watch chains and/or long vintage 70s large rectangular and oval links. Your clients can wear these alone or add charms and medallions. Foundrae is a perfect example of showing different lengths, styles and widths of chains and connector links to add their meaningful pendants. Add different charms or teach customers how to wear the longer versions doubled or creatively as lariats or elongated Y necklaces.

Tod’s Fall/Winter 2019/20 Runway Show

Jemma Wynne 18k gold Toujours emerald necklace with diamonds $15,750 jemmawynne.com

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Sylva & Cie 14K rose gold diamond oval link chain with champagne diamonds approximately .90 TCW sylvaandcie.com. 9,750.00

Foundrae 18K gold mixed oversized clip choker. foundrae.com. $14,995

Brent Neale 18K gold textured chain link necklace. brentneale.com $9,850.

Marla Aaron heavy sterling silver curb chain with baby 14K lock. marlaaron.com $682

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Editor's Note

This Year’s INSTORE Design Awards Winners Followed In a Stellar Tradition

With 25 categories, many designers had the chance to shine.

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EVERY YEAR, I’M consistently impressed by the ingenuity displayed by the jewelry designers who enter the INSTORE Design Awards. Two years ago, Hisano Shepherd of Little H made a splash with her fresh take on pearls, slicing them open and encrusting them with gemstones. Last year, Katey Brunini won three categories with three separate pieces from her intricate and colorful Eating Watermelon In The Black Forest collection, while TAP By Todd Pownell took two other categories with their striking, nature-inspired use of diamonds.

This year, with so many more categories (25, as opposed to eight last year), lots of designers made their mark. Adel Chefridi won two categories and a Retailer’s Choice award with his geometric matte designs. Thorsten placed with three different show-stopping wedding band designs. Manufacturers Gabriel & Co. and UNEEK Fine Jewelry each had multiple winners. The mesmerizing Sultana ring by Annamaria Cammilli Firenze cleaned up across several categories. Then there was our Grand Prize winning piece: the VIVAAN cuff (featured on our cover) with nearly 30 carats of natural fancy color diamonds that won over both our judges and online voters.

When you’re shopping the Las Vegas trade shows, start with the winners of this design competition. If they’re turning heads among our judges and online voters, they’re sure to turn the heads of your clients as well.

Trace Shelton

Editor-in-Chief, INSTORE
trace@smartworkmedia.com

Five Smart Tips You’ll Find in This Issue

  • When displaying men’s jewelry, opt for timeless elements like antique fly-fishing reels, old toy cars or old sports items. (Ask Instore, p. 91)
  • Longer ad copy yields better results, as proven by Google. (Jim Ackerman, p. 90)
  • Always display in odd numbers; it’s more aesthetically pleasing. (Three Things I Know About, p. 94)
  • Ask questions that elicit a “yes” from the woman in order to close the male buyer. (Shane Decker, p. 92)
  • When retirement is in the near future, start maximizing net profit to build the value of your business. (David Brown, p. 94)
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