Connect with us

Shane Decker: Service: A Company’s Heartbeat

mm

Published

on

How you handle a simple repair says a lot about your store

On Sales Strategies: Service: A Company’s Heartbeat

BY SHANE DECKER

Shane Decker:  Service: A Company’s Heartbeat

Published in the March 2013 issue.

When a client comes in for a repair, she is giving you something that is valuable and has great meaning to her. So how do you think she feels when one of these things happen:

The repair is late
The repair is not done correctly
You call for her to pick it up, but when she arrives, you can’t find it
The client arrives to pick it up on the day you told her it would be done, but it’s not ready

How often do any of these things happen in your store? Two or three times out of a hundred is too many. And never say what I heard a young salesperson say a couple of weeks ago when she couldn’t find a customer’s repair: “Are you sure you left it at this store?” Obviously, someone filed it in the wrong place, or it’s still on the jeweler’s bench, or the repair isn’t even done!

Advertisement

A retailer I work with was often disappointing his repair customers. Each day, more than one client would come in to find out a repair wasn’t done. The salespeople were getting tired of taking excuses back to the clients from the jeweler. The jeweler had seven days from the time it came in to get each repair done, but simple repairs still were not finished on time. This is what we did to fix the problem:

1 The jeweler had to come out and tell the client why he didn’t have the job done, not the salesperson. Obviously, the jeweler had to wear professional attire.

2 The jeweler had to do the job that day and finish it, even if he had to stay late.

3 That night, the jeweler had to take the repair to the client’s home.

4 The jeweler didn’t get paid for that job.

Guess what? We don’t have late repairs at that store anymore!

Advertisement

If your client’s repair is not done on time, do you think she wants to buy something from you? If you look like an idiot because you can’t find a repair, do you think she trusts your ability to take care of a large purchase? Breaking your word — and a lack of organization — are both sale killers.

Your shop can be awesome, and you can build sales from your shop. Or, your shop can be a sale killer. Which do you want?

Advertisement

SPONSORED VIDEO

Wilkerson Testimonials

If It’s Time to Consolidate, It’s Time to Call Wilkerson

When Tom Moses decided to close one of the two Moses Jewelers stores in western Pennsylvania, it was time to call in the experts. After reviewing two candidates, Moses, a co-owner of the 72 year-old business, decided to go with Wilkerson. The sale went better than expected. Concerned about running it during the pandemic, Moses says it might have helped the sale. “People wanted to get out, so there was pent-up demand,” he says. “Folks were not traveling so there was disposable income, and we don’t recall a single client commenting to us, feeling uncomfortable. It was busy in here!” And perhaps most importantly, Wilkerson was easy to deal with, he says, and Susan, their personal Wilkerson consultant, was knowledgeable, organized and “really good.” Now, the company can focus on their remaining location — without the hassle of carrying over merchandise that either wouldn’t fit or hadn’t sold. “The decision to hire Wilkerson was a good one,” says Moses.

Promoted Headlines

Most Popular

Shane Decker

Shane Decker: Service: A Company’s Heartbeat

mm

Published

on

How you handle a simple repair says a lot about your store

On Sales Strategies: Service: A Company’s Heartbeat

BY SHANE DECKER

Shane Decker:  Service: A Company’s Heartbeat

Published in the March 2013 issue.

When a client comes in for a repair, she is giving you something that is valuable and has great meaning to her. So how do you think she feels when one of these things happen:

The repair is late
The repair is not done correctly
You call for her to pick it up, but when she arrives, you can’t find it
The client arrives to pick it up on the day you told her it would be done, but it’s not ready

Advertisement

How often do any of these things happen in your store? Two or three times out of a hundred is too many. And never say what I heard a young salesperson say a couple of weeks ago when she couldn’t find a customer’s repair: “Are you sure you left it at this store?” Obviously, someone filed it in the wrong place, or it’s still on the jeweler’s bench, or the repair isn’t even done!

A retailer I work with was often disappointing his repair customers. Each day, more than one client would come in to find out a repair wasn’t done. The salespeople were getting tired of taking excuses back to the clients from the jeweler. The jeweler had seven days from the time it came in to get each repair done, but simple repairs still were not finished on time. This is what we did to fix the problem:

1 The jeweler had to come out and tell the client why he didn’t have the job done, not the salesperson. Obviously, the jeweler had to wear professional attire.

2 The jeweler had to do the job that day and finish it, even if he had to stay late.

3 That night, the jeweler had to take the repair to the client’s home.

4 The jeweler didn’t get paid for that job.

Advertisement

Guess what? We don’t have late repairs at that store anymore!

If your client’s repair is not done on time, do you think she wants to buy something from you? If you look like an idiot because you can’t find a repair, do you think she trusts your ability to take care of a large purchase? Breaking your word — and a lack of organization — are both sale killers.

Your shop can be awesome, and you can build sales from your shop. Or, your shop can be a sale killer. Which do you want?

Advertisement

SPONSORED VIDEO

Wilkerson Testimonials

If It’s Time to Consolidate, It’s Time to Call Wilkerson

When Tom Moses decided to close one of the two Moses Jewelers stores in western Pennsylvania, it was time to call in the experts. After reviewing two candidates, Moses, a co-owner of the 72 year-old business, decided to go with Wilkerson. The sale went better than expected. Concerned about running it during the pandemic, Moses says it might have helped the sale. “People wanted to get out, so there was pent-up demand,” he says. “Folks were not traveling so there was disposable income, and we don’t recall a single client commenting to us, feeling uncomfortable. It was busy in here!” And perhaps most importantly, Wilkerson was easy to deal with, he says, and Susan, their personal Wilkerson consultant, was knowledgeable, organized and “really good.” Now, the company can focus on their remaining location — without the hassle of carrying over merchandise that either wouldn’t fit or hadn’t sold. “The decision to hire Wilkerson was a good one,” says Moses.

Promoted Headlines

Most Popular