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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 | MSG Jewelers

Wilkerson Takes the Worry Out of Closing

MSG Jewelers has always treated its customers like family. When owner Mike George decided to retire and close the doors of his St. Louis, Missouri jewelry store, he selected a company to manage his going-out-of-business sale that treats its customers like family, too. That’s why he chose Wilkerson. “Wilkerson was able to do all the things that we needed,” says George. In the end, the bittersweet store closing was so much easier with Wilkerson at the helm. From marketing to pricing to inventory, Wilkerson does it all. “It’s a package deal,” says George.

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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 | MSG Jewelers

Wilkerson Takes the Worry Out of Closing

MSG Jewelers has always treated its customers like family. When owner Mike George decided to retire and close the doors of his St. Louis, Missouri jewelry store, he selected a company to manage his going-out-of-business sale that treats its customers like family, too. That’s why he chose Wilkerson. “Wilkerson was able to do all the things that we needed,” says George. In the end, the bittersweet store closing was so much easier with Wilkerson at the helm. From marketing to pricing to inventory, Wilkerson does it all. “It’s a package deal,” says George.

Promoted Headlines

Most Popular