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True Tales

This Customer Was Really Expecting an Older Jewelry Store Owner

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We had a client in to refurbish  several pieces of jewelry. She sat down with one of my head jewelers, who was explaining what was needed for each piece. The woman stopped my jeweler a few minutes in and requested to speak to an older jeweler instead. My jeweler explained no other jeweler was available, so the client asked to speak to the owner. I came out of the back and she nearly fell off her seat upon seeing my hot-pink hair. I explained that my team of experts has the best training and state-of-the-industry tools for restoring jewelry, and that her precious pieces would be restored with utmost care. She reluctantly left the pieces. The next week when the refurbishments were complete, she came in to pick them up and met our over-70 appraiser. She was immediately sure he was the owner and told him we were claiming there weren’t any older jewelers and that someone else was the owner! He tactfully explained he had never been a jeweler, and that the woman with the pink hair was in fact the person in charge. She has since become a regular client … but those first few encounters were a challenge. Jennifer Farnes, Revolution Jewelry Works, Colorado Springs, CO


This article originally appeared in the October 2017 edition of INSTORE.

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True Tales

This Grandma Had An Unbelievable Plan to Escape If The Custom Design Estimate Was Too High

Even her grandkids were in on it.

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Recently, a new customer walked in hoping to have a custom ring made. We browsed through the counters, tried on rings, looked at wax patterns, and I had a good feeling about her. She was so excited and eager that while she had lunch, I sketched a design. She took a look and seemed very relieved! She then shared that she and her grandchildren, who were with her, were so nervous that the estimate would be out of their price range, they had came up with a plan to get her out of the store if she couldn’t afford it. She said she was supposed to fake a heart attack and the grandchildren would usher her out quickly to the car. I have never laughed so hard! Luckily, she loved the design, it was in her price range and they didn’t have to carry out their sneaky plan! I believe I now have an excellent new customer! — Linda McEathron, Design House, Waco, TX

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True Tales

You Won’t Believe Why This Client Wouldn’t Take Her Engagement Ring

Hint: it wasn’t the diamond she thought they had switched.

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For over 20 years, we have had a customer’s diamond engagement ring in our vault because she refused to take it. Not because she felt we switched her diamond, but because she swore we switched the mounting. — Georgie Gleim, Gleim the Jeweler, Palo Alto, CA

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True Tales

The Sweet Taste of Vindication

A plate piled high with cookies can go a long way to remedying a false accusation.

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Last summer, we had a customer come in to pick up a pearl necklace that she “swore” she left with us to repair. When we couldn’t find it in our repair box, she got really mad and threatened to call the Better Business Bureau on us. We were all stymied. None of our records showed that she had left that necklace with us. A few days later, she sent her husband in with a plate piled high with cookies to apologize. She had found the necklace in her jewelry box. She hadn’t brought it to us after all. Those cookies were very sweet indeed! — Chay Rees Runnels, Rees Jewelry, Nacogdoches, TX

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