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True Tales: Customer Expectations

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True Tales: Customer Expectations
Sure, we’ll wrap everything for you!

I had a customer come in to purchase a small pair of pearl earrings for her granddaughter for Christmas. She loved the way I wrapped the gift so she came back in with all of her gifts to be wrapped by us. — Nancy C., Wilmington, DE

I had a lady come in stating that a family member had died, that they had three boxes of jewelry and they needed to know how much it was worth, and right at that moment. I expressed my sympathy, and explained that in cases like this we could do an estate evaluation, for which we charged by the hour. The lady looked stunned and exclaimed that she didn’t realize we would charge her, because we just stand around and talk to people, so we could do it in our spare time! I smiled and suggested that she check the other local jewelers. — Rosanne K., South Bend, IN

An older lady came in asking if we do repairs. I told her yes and she showed me a broken strand of pearls and asked how much. After I gave her the price she immediately put it back in her purse and said it wasn’t worth it. Then she showed me a heavy gold bracelet that needed a new large end cap that she wanted fixed as she waited. I said she’d have to leave it and that it’d cost $65. She replied it was too much and wanted a discount. I told her that was the price. After she argued with me a few minutes, I lost my patience and asked her if she demanded discounts when she buys groceries. She replied: “That’s different, jewelers have to give discounts all the time.” I told her I had a job to finish and walked back to my bench. — Saro A., Chevy Chase, MD

It was a Sunday, a day we are normally closed, but we happened to be there with the painters and our furniture out on the front step, when this lady comes in the door and asks, “Are you open? I want to get a price on a clasp for my sister’s gold herringbone.” —Josh R., Montgomery, AL

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This article originally appeared in the May 2015 edition of INSTORE.

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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.

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True Tales

True Tales: Customer Expectations

Published

on

True Tales: Customer Expectations
Sure, we’ll wrap everything for you!

I had a customer come in to purchase a small pair of pearl earrings for her granddaughter for Christmas. She loved the way I wrapped the gift so she came back in with all of her gifts to be wrapped by us. — Nancy C., Wilmington, DE

I had a lady come in stating that a family member had died, that they had three boxes of jewelry and they needed to know how much it was worth, and right at that moment. I expressed my sympathy, and explained that in cases like this we could do an estate evaluation, for which we charged by the hour. The lady looked stunned and exclaimed that she didn’t realize we would charge her, because we just stand around and talk to people, so we could do it in our spare time! I smiled and suggested that she check the other local jewelers. — Rosanne K., South Bend, IN

An older lady came in asking if we do repairs. I told her yes and she showed me a broken strand of pearls and asked how much. After I gave her the price she immediately put it back in her purse and said it wasn’t worth it. Then she showed me a heavy gold bracelet that needed a new large end cap that she wanted fixed as she waited. I said she’d have to leave it and that it’d cost $65. She replied it was too much and wanted a discount. I told her that was the price. After she argued with me a few minutes, I lost my patience and asked her if she demanded discounts when she buys groceries. She replied: “That’s different, jewelers have to give discounts all the time.” I told her I had a job to finish and walked back to my bench. — Saro A., Chevy Chase, MD

It was a Sunday, a day we are normally closed, but we happened to be there with the painters and our furniture out on the front step, when this lady comes in the door and asks, “Are you open? I want to get a price on a clasp for my sister’s gold herringbone.” —Josh R., Montgomery, AL

Advertisement

This article originally appeared in the May 2015 edition of INSTORE.

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