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The GN Diamond 4 Pillars of Clienteling: New for 2021

The GN Diamond platform powers post-pandemic service and sales.

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(PRESS RELEASE) A year ago, GN Diamond shared its 4 Pillars of Clienteling: service, convenience, staying top of mind and employee training. Even the upheaval of 2020 couldn’t shake these timeless features of effective sales, but the specific techniques used should be tweaked to meet customers where they’re at in 2021.

Clienteling can still be described as the art of building rapport with clients and nurturing their long-term loyalty. So what can you do to draw customers closer despite social distancing, and inspire trust and confidence for years to come? We talk to 2,500 independent jewelers every day who are navigating this “new normal,” and they’ve given us valuable insights into clienteling in the here and now.

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Exceed Client Expectations in the ‘New Normal’

Yes, diamond sales took a dip in 2020, but they bounced back to deliver a holiday season that was 8.3% higher than the previous year. Also, fewer stores closed in 2020 than in 2019. People are still going in-store and online to spend stimulus funds on lasting, meaningful purchases. And that trend is expected to increase in 2021.

Don’t greet new and returning clients with the same old mediocre tactics. Exceed their expectations and take the opportunity to cement a strong relationship.

Service. Showing genuine care for the customer, forming a personal connection, and providing helpful, targeted guidance are still essential. This year, go above and beyond by offering highly-personalized virtual and in-store appointments where the customer feels like a VIP.

Convenience. 2020 accelerated the push toward always-on, omnichannel, digital presence. Be reachable by website, phone, email, social media, and video conferencing. And when clients can’t talk to you directly, make sure your website and social feeds are full of dazzling images and videos that showcase your inventory and provide engaging education on the 4 C’s. Remember: visual and verbal communication are not only easier for clients to absorb, they also help build credibility 7x faster than text.

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Staying top of mind. Timely, personal reminders when holidays and special events are approaching are appreciated more than ever by clients. It shows you are thinking about them and that you want to be available and helpful during difficult times. Call your clients and offer to clean their jewelry and watches, or tell them about a great discount they may take advantage of. A human touch is the most powerful thing you can bring to your clienteling this year.

Employee training. As always, you’re only as good as your team. Train and empower salespeople to delight clients and remind them why shopping with you beats buying from an online retailer or chain store. Training should cover creating an excellent customer experience whether on the phone, over Zoom, or using safe in-store practices. The better the experience they deliver, the more sales momentum they’ll generate.

GN Diamond Makes Clienteling Easier

The GN Diamond platform makes it easier than ever to give clients the exceptional service, digital convenience, and personalized experience they desire. Independent jewelers nationwide benefit from Diamond Hunt, our white-label loose diamond search portal that seamlessly integrates with your website to showcase your entire inventory with your own branding and markups.

Learn more about Diamond Hunt and our free sales and marketing resources and continuing education and training at gndiamond.com. Our sales representatives are available 7 days a week at [email protected] or 800-724-8810.

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SPONSORED VIDEO

Thinking of Retirement? This Jeweler Went for the Company That Shares His Values

Richard Frank of Goldstein’s Jewelry in Mobile, Ala., had worked in his family’s store since he was 13-years old. As its owner, he was proud to be at the helm of Mobile’s oldest jewelry store, an AGS, IJO and RJO member business. But there comes a time in every jeweler’s life when a decision must be made regarding the future. And for Frank, that meant turning the store over to new owners. He chose Wilkerson to handle the sale, a decision, he says, made a long time ago. “Their reputation is such that all the things we value are what they value,” he says. And the results surpassed Frank’s own expectations. Would he recommend Wilkerson for other jewelers who are considering a going-out-of-business or retirement sale? “If you’re contemplating a sale to maximize the return on your business, there is no one else in the industry that I could even think of recommending.”

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