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Podcast Highlight: Why Do So Many Jewelers Love to Complain About Their Customers?

It’s one of Ben Smithee’s two pet peeves.

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WHY DO SO MANY jewelers love to complain about their customers? It’s one of the pet peeves of Ben Smithee, CEO of digital consultancy The Smithee Group.

In the latest episode of The Barb Wire, he shares his exasperation with host Barbara Palumbo. Addressing a hypothetical complaining jeweler, he says: “Dude, you own a business. These are the people who are driving your business. Why do you complain about the people who are putting you in a pretty good situation financially? Even on a bad year.”

Catch the full podcast below.

The BARB WIRE (EPISODE 10): BEN SMITHEE (65:02 MINUTES)


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Alex and Gladys Rysman are the third generation to run Romm Jewelers in Brockton, Mass. And after many decades of service to the industry and their community, it was time to close the store and take advantage of some downtime. With three grown children who each had their own careers outside of the industry, they decided to call Wilkerson. Then, the Rysmans did what every jeweler should do: They called other retailers and asked about their own Wilkerson experience. “They all told us what a great experience it was and that’s what made us go with Wilkerson.” says Gladys Rysman. The results? Alex Rysman says he was impressed. “We exceeded whatever I expected to do by a large margin.”

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