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Tip Sheet

Tip Sheet: January 2009

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How to make Grandma’s teeth work for you; think about reaching out.

How to make Grandma’s teeth work for you; think about reaching out.

[componentheading]CALLING ALL GRANDMAS[/componentheading]

[contentheading]Put Some Teeth in Your Marketing[/contentheading]

Sometimes the best marketing ploy is a big red sales sign. Other times it’s a brazen appeal for your customers to bring in Grandma’s teeth. That worked wonders for Diamond Designs in Marion, IL. “We actually advertised ‘Bring Grandma’s gold teeth’ in for cash. It was a big hit. Our phone was ringing about the ad before we opened the first day. It was our biggest traffic and buying day ever,” says owner Steve McNeill, who continued the campaign through the holiday season.

[componentheading]A BALL IN TUCSON[/componentheading]

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[contentheading]Go to AGTA[/contentheading]

The INSTORE Show aside (of course!), AGTA in Tucson is probably the most fun you can have at a trade show. And the best part is that it all comes down to your imagination. Pick up a grapefruit-sized crystal ball to use as a sales prop — “I can see you making a large purchase …” — a chunk of gem-embedded meteorite for show or choose from hundreds of samples of gemstones from opals to amethysts to peridots that you can give to customers or their daughters, all for a couple of bucks a piece. The shows start in the first week of February.

[componentheading]NEW YEAR RESOLUTION[/componentheading]

[contentheading]Pick Up cheap Software[/contentheading]

The New Year is a great time to pick up slightly older software as programs are updated. (This happens at the end of every financial quarter.) There’s also plenty of free software out there available for download — from e-commerce (osCommerce) to Web browsers (Firefox, Opera) and accounting (GnuCash). Two of the best sources of freeware are tucows.com and CNET’s Download.com.

[componentheading]SCRATCH MY BACK[/componentheading]

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[contentheading]Ask for Favors[/contentheading]

Just about any primer on networking will offer as its central tenet: Help others while wanting nothing in return. Business author Guy Kawasaki begs to differ. In his blog, blogguykawasaki.com, he writes: “Great schmoozers ask for the return of favors … This is because keeping someone indebted to you puts undue pressure on your relationship. By asking for, and receiving, a return favor, you clear the decks, relieve the pressure, and set up for a whole new round of give and take.”

[componentheading]NUMBERS GAME[/componentheading]

[contentheading]Put A Dollar Value on Your Calls[/contentheading]

If you’re a typically competitive salesperson, it can be tough starting a new year. Whatever numbers you posted last year, you’re now back to zero. To get yourself psyched up, try a trick used by insurance-industry sales vets: Work out how many times in the past year you actively sought out a customer through a letter, phone call or networking activity and attach a dollar value to it. How? Simply by taking the sales you estimate you made from those calls/letters/handshakes and dividing it by the number of times you reached out. Now, when you’re feeling uninspired think of that figure. That’s what every e-mail or phone call you make is worth.

[componentheading]COUNTEROFFER[/componentheading]

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[contentheading]Put Yourself Under the Loupe[/contentheading]

When a customer complains she saw the earrings you’d sold her much cheaper elsewhere, it’s tempting to shrug her off as just another unrealistic client. Not Richie Kluesner. The owner of Gold In Art Jewelers in Mount Dora, FL, was determined to show his customer that he had done right by her in terms of value. He replied with an offer of his own: 90 days to return the earrings for a full refund, a 10x loupe so she could go and compare the quality of the other diamonds, and a thank-you for the chance to make it right. “A few weeks later she sent us another letter. She said she could see a huge difference in quality. Now she loves her earrings (and us) again,” says Kluesner, who credits his brother Kenny for the idea.

[componentheading]40 WACKY WINKS[/componentheading]

[contentheading]Let Your Mind Go[/contentheading]

With the slow economy and everything else going on at the it’s not surprising you can’t sleep some nights. Scott Adams, the creator of the Dilbert cartoon, knows about pressure to create. Here are his thoughts on nodding off: “I start by creating a simple story in my head where something good, and highly unlikely, happens to me. The trick is to focus on something that is more fascinating than your real life. Maybe you are winning a prestigious award, or being the first person on the scene of an accident involving the Cirque de Soleil and a tanker of chemicals that turn out to be a powerful aphrodisiac. After a minute or two of that, I release all controlled thoughts and simply watch what floats by. I try to identify and name what I see … The next thing I know, I wake up after a good night’s sleep.”

[span class=note]This story is from the January 2009 edition of INSTORE[/span]

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Gene the Jeweler

When Gene the Jeweler Speaks, His Employees Listen

In this episode of Jimmy DeGroot’s Gene the Jeweler series, Gene has a simple request for his employees. The good news is that they follow his instructions. The bad news is that they follow a bit too literally.

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Tip Sheet

Make Sure You’re Part of Your Charitable Giving, And More Tips for May

You’ll get to meet more people and feel better about your involvement.

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CUSTOMER SERVICEIn the Kid’s Corner

Adults needn’t be the only ones who view jewelry stores as houses of goodies. In addition to its well-appointed kids’ corner, Renaissance Fine Jewelry in Brattleboro, VT, provides customers’ children with gift-wrapped presents to make them feel special, too. “They will remember the stuffed animal or the funky handbag they got at Renaissance Fine Jewelry,” says owner Caitlyn Wilkinson.

PERSONAL Go Gray

Worried your relationship with your phone is less than healthy? Switch your display from color to grayscale, recommends Catherine Price in her book How To Break Up With Your Phone. (This is apparently so threatening to phone makers’ addiction business model, it’s hidden five levels deep on the iPhone: go to Settings > General > Accessibility > Display Accommodations > Color Filters.) Instantly, your phone is vastly duller. Try it for a day.

CHARITY Sell On Site

When you’re asked to donate to local charities, make sure to choose only events that allow you to personally participate, says Dianna Rae High of Dianna Rae Jewelry in Lafayette, LA. This way, you’re building relationships, rather than just donating an item to sit on a silent auction table. For example, when the local ballet asked High to sponsor their annual event, she paid the sponsorship fee and asked if she could set up a small table of jewelry for sale with a percentage of sales going to the ballet. “The women loved it, we sold a lot of jewelry, I met new people, and the ballet received more than if I had just paid the sponsorship,” High says.

STRATEGY Good Citizens

If you refer to potential customers as “prospects” or “targets,” Seth Godin urges you to stop and instead call them “citizens.” His argument is based on the view that the conventional marketing terms don’t reflect the way power has shifted in the marketplace. “Citizens are no longer the weak, isolated pre-consumers in front of a TV set in 1971, with few options. Now, they appear to be holding all the cards. It sounds a bit pretentious, but then, so do most terms marketers use.” You can’t help but become a little more humble and respectful, Godin says, when you use this term.

TIME MANAGEMENTLeave the Mess for Now

If you typically feel the urge to straighten your desk before you can start on meaningful work, The Guardian’s Oliver Burkeman suggests a simple rule: reschedule. “If your job permits it, schedule a daily deck-clearing hour — but at 4.30 p.m., not 9 a.m.,” he says. “It’s time to abandon the secret pride we procrastinators feel in having completed 25 small tasks by 10 a.m.; if they’re not the right tasks, that’s not really something to be proud of.” Instead, Burkeman recommends the timeworn advice to work on your most important project for the first hour of each workday.

MANAGEMENTMore Donuts

Want to add some fun to your store? Take a tip from Sherrie’s Jewelry Box in Tigard, OR, where “you’re never late to work if you bring donuts,” owner Sherrie Devaney says.

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Tip Sheet

How to Become an Idea Machine, and More Tips for April

One tip involves a jeweler who allowed a client to pour his own gold.

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Strategy Be an Idea Machine

Write down 10 ideas a day. “Do it for six straight months and see what happens. It actually turns into a super power,” says serial entrepreneur and author James Altucher. To collect his ideas, Altucher buys 1,000 waiter’s pads at a time from restaurant supplies websites (10 cents a pad). “They’re great for meetings because I have to keep concise lists, and they’re always good conversation starters.”

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Podcast: This Advertising Copywriter’s Last Minute Pitch Changed Everything

Podcast: Millennial Gem Trader Dave Bindra Steps Into ‘The Barb Wire’
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Management We Are Family

Leitzels’ Jewelry in Myerstown and Hershey, PA, has a cool rule to reinforce the store’s culture: Every day, each team at both its stores must include a Leitzel family member. “We take pride in every aspect of the business and build relationships. It is easy to overlook how cool it is to be a family-owned and operated business,” says third-generation co-owner Allison Leitzel-Williams.

Customer service Pour It On

The trend of customers wanting to be intimately involved in the creation of a piece of jewelry can be considered either an annoyance or an opportunity. Collins Jewelers in Dallas, GA, opts for the latter view, starting with taking the customer out to lunch to go over their renderings and then involving them in every step of production. “One customer wanted to pour his own gold, so we made that possible and he was ecstatic,” says owner Marty Collins.

Productivity Take an Unwanted Break

According to a recent Columbia University study, the key to getting the most out of work breaks is to stop even when you don’t feel like it. “Participants who didn’t step away from a task at regular intervals were more likely to write ‘new’ ideas that were very similar to the last one they had written,” the authors explained in Harvard Business Review. So, “if you’re hesitant to break away because you feel that you’re on a roll, be mindful that it might be a false impression.” It’s notable, too, that the “break” in each case merely involved switching tasks. A change, it seems, really is as good as a rest.

Community Show Your Spirit

Communion season, which often takes place after Easter to around Mother’s Day, can be a nice opportunity for a jewelry retailer that is involved deeply in its community. Orin Jewelers in Northville, MI, is one such business, sponsoring a host of activities in support of groups from USA Hockey to the local hospital. They also sponsor, as well as make custom jewelry for, the Catholic high schools in their area.

Management Bad News First

When you’re delivering good and bad news to employees, always give the bad news first, says Daniel Pink, bestselling author of When: The Scientific Secrets of Perfect Timing. Pink acknowledges this often feels counterintuitive, as many bosses hope that by starting out positively, they will cushion the bad stuff. “The reason has to do with endings. Given the choice, human beings prefer endings that elevate, that have a rising sequence rather than a declining sequence,” he says.

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Tip Sheet

The Best Question to Ask Job Candidates and More Tips for March

Don’t miss “the right-hand close.”

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SecurityBeware Social Thieves

Going to Basel? Beware of who you tell, what you post, and how you move. “Skilled gangs of robbers monitor social networks, and, based on information that the exhibitors post, the robbers have attacked, robbed and even burglarized hotel rooms that the exhibitors were staying at,” Itay Hendel, CEO of Israel-based ISPS, which specializes in theft prevention for the jewelry industry, says in a statement.

ManagementWill Do, Not to Do

When making your daily to-do list, don’t pick 20 things you hope to do and that you think will add up to one day’s work: you’ll overestimate your capacities. Instead, pick the three or four most important things and really commit to doing them, even if you think they’ll take you only a couple of hours, suggests Luciano Passuello at litemind.com.

ShowroomSign Language

When you go to a jewelry show, you ask your vendors what’s new, right? Of course you do. Consultant Larry B. Johnson, author of The Complete Guide to Effective Jewelry Display, says the best way to draw customer interest from regular clients is to put a whiteboard on an easel (total cost: $79) just inside your door with all of your new products written on it.

SalesThe Right-Hand Close

Owners are uniquely placed to provide a blessing to close a sale, but knowing when to intervene can be tricky. The sales associates at Linnea Jewelers in La Grange, IL, signal such situations by shifting the piece to their right hand (a technique recommended by sales trainer Shane Decker). Owner Denise Oros will then step in to provide the reassurance that’s often needed with a line such as “Great choice! I got that stone, pearl, etc. in Tucson, it is a one-of-a-kind, she will love it! You really have an eye for the finer things.”

PersonalKeep Vacations Short

There seems to be a belief that a “proper” vacation requires at least a week off. But as the American psychologist Thomas Gilovich told the Boston Globe recently, “If you have to sacrifice how long your vacation is versus how intense it is, you want shorter and more intense.” That’s because we remember and judge our experiences, whether good or bad, not in their entirety, but according to how they felt at their emotional peak and at the end.

HiringAsk How They Prepared

Anand Sanwal, the CEO and co-founder of fast-growing tech company CB Insights, has an interesting take on the best question to ask a job candidate: “Tell me how you prepared for this interview.” Not only does the reply likely reveal a lot about how the person’s commitment to the position — do they care? — but it will hint at their work ethic and their analytical capabilities, he says.

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