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What I’ve Learned: Michelle Shetler & Kelly Wade Fry

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You must manage customer expectations.

Michelle Shetler & Kelly Wade Fry,
Shetler Wade Jewelers, San Antonio, TX

Managing customer expectations is one of the most important lessons we have learned to make, and keep, our customers happy. And happy clients are clients forever! One of the keys is really listening to what the customer wants. The other is to under-promise and over-deliver. We do not make promises that we cannot keep. By knowing our limits and being honest about them, we can deliver quality results without any setbacks to the customer. This is especially important when setting deadlines with our customers. It is always best to give a bit of wiggle room to avoid any customer disappointment.

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This article originally appeared in the January 2016 edition of INSTORE.

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Wilkerson Helped This Jeweler to Navigate His Retirement Sale Despite a Pandemic

Hosting a going-out-of-business sale when the coronavirus pandemic hit wasn’t a part of Bob Smith’s game plan for his retirement. Smith, the owner of E.M. Smith Jewelers in Chillicothe, Ohio, says the governor closed the state mid-way through. But Smith chose Wilkerson, and Wilkerson handled it like a champ, says Smith. And when it was time for the state to reopen, the sale continued like nothing had ever happened. “I’d recommend Wilkerson,” he says. “They do business the way we do business.”

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