Your repair business is not only a significant source of revenue (accounting for 10% of retailer’s sales, according to Jewelers of America’s 2009 Cost of Doing Business Report). It is a critical component of your customer service. Great repair service can bolster your reputation, while bad practices will do much to undermine it.
Jewelers of America’s David Peters offers the following rules for successful jewelry repairs:
- Bench jewelers should assist associates with complicated repairs.
- All repairs should be completed the day before they are due.
- If repairs are delayed, then the jeweler (or a designate) should call the customer before they get to the store.
- Repairs should be polished, cleaned and wrapped for delivery.
- All repairs should be double checked for completeness.
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