44 | The Jewelry Business Magazine DON’T MAKE PROMISES THAT YOU CAN’T KEEP • If you say to a customer, “Your repair will be completed on Tuesday”, make sure it is ready on Tuesday. Otherwise, don’t say it. • Think before you give any promise - because nothing annoys customers more than a broken promise. • Reliability is one of the keys to good customer service. DEAL WITH COMPLAINTS No one likes hearing complaints, but if you give the complaint your attention, you may be able to please the customer and position your business to reap the benefits of good customer service. Properly dealt with, complaints can become opportunities. Alex Woo Silver Pendant MSRP $128. alexwoo.com BE HELPFUL - EVEN IF THERE’S NO IMMEDIATE PROFIT IN IT. Replace a watch strap pin or remove a watch bracelet link– and do it at no charge. You will turn this service into a customer of the future who will share their great customer service story with others. Think of it as a long-term sale. Keep your eye on the customer, not on the profit. . GIVE MORE THAN EXPECTED • Think of ways to elevate yourself above the competition. People love to get more than they thought they were getting, but don’t think that a gesture has to be large to be effective. Some ideas: • Include a coupon for a future discount. • Offer a free jewelry cleaning service. • Mention the date of an upcoming trunk show or event. TREAT EMPLOYEES WELL • Employees are your internal customers and need a regular dose of appreciation. • Appreciation stems from the top. Treating customers and employees well is equally important. • Thank them and find ways to let them know how important they are. • Treat your employees with respect and chances are they will have a higher regard for customers. • Do your best to keep your employee turnover rate low, because replacing a knowledgeable salesperson is costly and time consuming. ADDITIONAL RESOURCES FOR SALES TRAINING: Many of the Jewelry trade organizations offer a wealth of information and training programs. Here are just a few: • The Silver Promotion Service offers an in-depth e-learning module entitled: The Silver Experience visit: savorsilverretailconnection.com for more information • Jewelers of America: offers training certification for sales associates and management professionals. www jewelers. org/ja/careers-education/certification • American Gem Trade Association. The AGTA provides information about colored stones and cultured pearls. agta. org/resources • The Diamond Council of America: offers a range of distance learning programs. www.diamondcouncil.org • ThePlatinumGuild:providestrainingandtechnicalinformation about platinum. www platinumguild.com/platinum-training • The Cultured Pearl Association: offers “Pearls as One” a comprehensive pearl course. pearlsasone.com TRJ Martha Seely Sterling Earring Marthaseely.com MSRP $286. Korite Silver Ring MSRP $425 Korite.com Martha Seely provides look books,company and designer bio and care information in accessable brochures Alex Woo offers various training videos: Alex Woo What’s Your Story: http://vimeo. com/46847158 and jewelry care and storage guides. All KORITE jewelry comes with a Certiﬁcate of Authenticity, KORITE offers a lifetime guarantee. Register your KORITE jewelry at KORITE.com Nambe provides in depth information about the crafting of their silver pieces – and explains the process from the foundry to the finished piece. Nambe Sterling Cuff nambe.com MSRP $325.