Connect with us

Inbox

On Extreme Customer Service, Here Are Your Thoughts

mm

Published

on

Customer service makes or breaks a business. Occasionally you have to think outside of the box or go to the extreme to make a difference, so it was nice to see this theme this month. — Wadeana Beveridge, Community Jewelry Inc., Brandon, FL

I love the extreme customer service story. I think it’s the perfect time of year to focus on a story like that — the busy holiday season has come and gone, and so has Valentine’s Day, so it’s important to remind employees to keep their enthusiasm up and focus on fabulous customer service even though business has slowed down a little. — Sydney Moss, Burkes Fine Jewelers, Kilmarnock, VA

The customer is not always right. I feel like it’s my job to tell them that. They think they understand about jewelry, but in reality, they don’t. So it’s my job to teach them, explain to them why certain things can’t be done. Such as adding a halo to a 20 year-old setting for 500 bucks. — Christopher Sarraf, Nuha Jewelers, Plainview, NY

Survival of the Fittest

The jewelry trade is starting to remind me of the travel agent business years ago. Our customers are trying to go straight to the source and eliminate us. That’s the reason only the strong will survive. — Tommy Navarra, Navarra’s, Lake Charles, LA

Fading Luster

I’m worried about the direction of our industry. Lately I have seen more and more people just looking for a service rather than making a purchase. “We bought this online and need it sized.” Or “we bought this in St. Thomas and need it appraised and sized/fitted.” Loyalty is falling by the wayside, and the Internet is leading consumers to believe that they should be able to walk into a brick-and-mortar retailer store and pick up anything they want at a price they saw online. I hope this is just a phase or slump in our industry and that things will turn around soon. The luster to this beautiful business is wearing off and I need it to get reapplied very soon. — Marc Majors, Sam L. Majors, Midland, TX

Over the years, INSTORE has won 80 international journalism awards for its publication and website. Contact INSTORE's editors at [email protected].

Advertisement

SPONSORED VIDEO

Wilkerson Testimonials

Wilkerson Helped This Jeweler to Navigate His Retirement Sale Despite a Pandemic

Hosting a going-out-of-business sale when the coronavirus pandemic hit wasn’t a part of Bob Smith’s game plan for his retirement. Smith, the owner of E.M. Smith Jewelers in Chillicothe, Ohio, says the governor closed the state mid-way through. But Smith chose Wilkerson, and Wilkerson handled it like a champ, says Smith. And when it was time for the state to reopen, the sale continued like nothing had ever happened. “I’d recommend Wilkerson,” he says. “They do business the way we do business.”

Promoted Headlines

Most Popular