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

Published

8 years ago

January 10, 2016

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.

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

When There’s No Succession Plan, Call Wilkerson

Bob Wesley, owner of Robert C. Wesley Jewelers in Scottsdale, Ariz., was a third-generation jeweler. When it was time to enjoy life on the other side of the counter, he weighed his options. His lease was nearing renewal time and with no succession plan, he decided it was time to call Wilkerson. There was plenty of inventory to sell and at first, says Wesley, he thought he might try to manage a sale himself. But he’s glad he didn’t. “There’s no way I could have done this as well as Wilkerson,” he says. Wilkerson took responsibility for the entire event, with every detail — from advertising to accounting — done, dusted and managed by the Wilkerson team. “It’s the complete package,” he says of the Wilkerson method of helping jewelers to easily go on to the next phase of their lives. “There’s no way any retailer can duplicate what they’ve done.”