Diamonds may be a jewelers’ best friend, but the unsung category of repairs can help get you through the downturn. As many customers now choose to upgrade their jewelry, versus buying new pieces, these jobs are critical to your bottom-line. In order to capitalize on your bench jewelry services, you need to make sure your sales associates recognize the importance of repairs and can write effective job cards.
David Peters, Jewelers of America’s resident education and management expert, offers the following tips for sales associates:
- Be sure to photocopy items like broken chains or charm bracelets. These copies should stay in your records to help avoid and solve future disputes.
- Use a separate sheet to list extensive instructions. Make sure these are clear, unabbreviated and easy to read.
- Only rush jobs when necessary.
- Put only one job in each envelope and number consecutive jobs (for example: 1 of 3, 2 of 3, 3 of 3).
- Give a reasonable amount of time to complete a repair and write clear due dates. ASAP is not a due date!
- Get the customer’s daytime phone number.
- Note the condition of the jewelry.
- Price effectively. Don’t give away the bench jeweler’s work and the store’s profits.
- Don’t make the bench jeweler guess. Draw a picture of what you and the customer want done.
- Only rush jobs when necessary.
- Put only one job in each envelope and number consecutive jobs (for example: 1 of 3, 2 of 3, 3 of 3).
- Give a reasonable amount of time to complete a repair and write clear due dates. ASAP is not a due date!
- Get the customer’s daytime phone number.
- Note the condition of the jewelry.
- Price effectively. Don’t give away the bench jeweler’s work and the store’s profits.
- Don’t make the bench jeweler guess. Draw a picture of what you and the customer want done.
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