Jewelry and Fashion

July 2, 2018

What IS Customer Service?

I hear a lot of talk about the lack of customer service in the customer service business and I know how true that can be–but is it really the whole story?I’ve been known to shop a lot and I still one of those shoppers who prefers to go into a store to touch and try things on, see and compare my options and maybe get a 2nd opinion from a salesperson or two. When entering almost every store an associate will ask me “what brings you in today?” Or “May I help you?” Although I’m not excited about either of those greetings my natural response is “I’m just looking”; sometimes with a shrug of my shoulders added to add emphasis to the fact that I truly don’t know what I’m looking for. Most sales associates still don’t know how to respond to this phrase (no matter how many ways you’ve tried to train them) and will mutter something about calling them over if you need them. Is that bad customer service?How about walking into the same store and being ignored by all of the sales associates, or worse, not being able to find a sales associate when you want one–isn’t that bad customer service?How about walking into a store and giving the sales associate a hard time because you received a gift from online and it doesn’t fit so now you had to drive to the store to exchange it only to find out the store is out of that item in your size? And even though the sales associate is trying to assist you but can’t seem to locate the item you want right then and there, you’re frustrated, your time is precious, and you don’t want to spend another minute in this store; after all, you are not getting the customer service you want.Would you rather call or chat with an online associate who’s face you will never see and try to determine if their size 8 shoe is comfortable enough for you to walk in for 8 hours? Or have them explain why the item they shipped you took 2 weeks longer than they said it would? Or better yet, after wearing it for 2 weeks stones are falling out and you want a refund?Customer service is hard work. Customer service requires you to be nice, even when the customer is not. Customer service can be uncomfortable as evidenced by all of the just lookers out there and the customers who are really hard to please, and the other customers who can never make a decision because there are too many options out there…and how about the customers with the unrealistic expectations of what you can and you can’t reasonably do to please them? Customer service requires a commitment to show up each day with a smile on your face and love in your heart to please your customers to the best of your abilities.Customer service is NOT ignoring you when you enter our stores. Customer service is NOT dismissing your requests or demands, even if they’re difficult, unusual, or will require more effort on our part. Customer service requires customers too. Customer service is an exchange of goods or services between buyers and sellers–doing what they say or living up to their promises. Customer service also requires a bit from the customer as well. As a customer I will not shop stores or companies who do not train their staff that customer service is a priority. If there is customer service to be had I will be a good customer–I will be respectful of the work you do, the value you provide and/or the services you give me. I will not be unrealistic in my expectations of your products–if I am, please educate me and let me know why this product or service has fallen below my expectations. If you are honest with me I will believe you. If you, my sales associate, are unkind or disrespectful to me, I will not shop there. If you ignore or dismiss my requests, I will not shop there. If you lie or cheat me, I will never shop there again (and probably blog about it too). It is time to respect customer service again–on both sides of the counter.That’s what #frankisays. I welcome your comments.

May 2, 2017

Protect your Jewelry!

Peace of mind costs very little…

I got a frantic call from a client first thing this morning hysterically describing the loss of a 1 carat diamond out of the center of her almost 4ctw ring.  We had worked on it last week, soldering her diamond wedding band to her engagement ring so it would be ready for her wedding this weekend.  My heart sank into my chest.  What happened?  Would she think it was our fault?  How is she expecting me to respond?  How am I going to call my owner and explain that we may have to replace a 1 ct diamond today?

Thankfully, after searching for over 2 hours, her fiancé found the diamond under the bed in their room.  So now what?  After I began breathing at a normal pace again I asked her how soon she could bring it to me so we could take care of it before they left to get hitched and she told me she was on her way; however, now she was absolutely paranoid about wearing it and didn’t know if she would feel comfortable with this ring ever again.  Knowing the time and expense they took choosing and paying for their ring, I was certain that her fiancé would not like the idea of her NOT wearing it so I decided to take matters into my own hands…

By the time she came into the store I had her appraisal paperwork and an application for jewelry insurance that would give her the peace of mind to wear her gorgeous ring with love and pride.  What is this jewelry insurance I speak of?  Why not have my jewelry covered under my homeowner’s insurance?  Doesn’t a store warranty cover that?

The answer is:  Jewelry insurance is not expensive, provides better coverage with little or no deductibles and NO–that store warranty you probably bought does not cover complete loss, theft or disappearance of your jewelry.

This story is not unique–unfortunately I hear stories of rings lost, bracelets and earrings that fall off and complete jewelry collections stolen after years of collecting and maintaining these heirlooms.  I hate the thought of women feeling as if they can’t have “nice things” because they can’t bear the thought of losing or having them stolen from them again.  I always say the same thing to them, “Peace of mind costs very little.  Do you know about jewelry insurance?”

Most of the time they tell me that their jewelry is either not insured because they have a warranty (?) or they have some coverage under their homeowner’s insurance policy.  The I hand them a brochure about comprehensive jewelry coverage that covers complete loss, theft, damage and even mysterious disappearance for about $15 per thousand per year with 0 deductible and a 100% replacement policy.  No having to find old receipts, get a bunch of estimates to replace or pay a high deductible before being able to replace your jewelry–fast, efficient, hassle free insurance that takes care of you and replaces what you lost.  Now that’s peace of mind.

I use Jeweler’s Mutual Insurance–a AAA rated insurance company started by jewelers and around since 1910.  Gemshield is another great option with similar rates and coverage.  

How would YOU find out about such products and services?  Reading this blog is certainly one way but I would also recommend visiting your local, independent jeweler, located in or around your community, and speaking with one of their professionals who will help you find the best options for you.  If you happen to be in the Tampa Bay Area, I’ll even help you with the paperwork or walk you through the application online; your policy will be bound immediately and you can go about enjoying your life and wearing your jewelry with the peace of mind and protection you deserve.

It’s my pleasure to help.  BTW–I don’t work for or sell jewelry insurance; I provide this as a service to my clients so that they feel good about wearing and enjoying their fine jewelry.  After all, why leave beauty in a box?  It needs to breathe and be seen in the light, shining as bright as the smile it brings to your face as you wear it.

I welcome your comments.

April 17, 2017

STOP Buying your Jewelry on the Internet!

If I’ve heard one horror story, I’ve heard 100.  I know…its so CONVENIENT to just sit in front of your screen and click on some buttons.  But is it really that EASY and are you getting what you’re paying for?

“It’s Easy”

Is it really?  It’s fast, I’ll give you that; easy, not so much.  What if you don’t like it, don’t want it or don’t think its worth the price you paid?  Ship it back, right?  Sure.  First you have to call customer service and explain your issue.  Do they answer the phone or is it an automated system?  Do you have a leave a message or send an email to contact them and wait for someone to respond?  After someone finally responds you have to get either a return shipping label or PAY for the return shipping at you own cost,  which means you will have to go to the Post Office or a shipping store and mail your package back and then WAIT for them to receive it and get your credit.  Does that sound easy?  And what about service?  What happens a month later when a diamond or gemstone falls out and you want them to fix it?  Is it under warranty?  If it is, great!  Go back to the phone, call or email customer service, go back to the Post Office, etc.  If there is no warranty (which is the norm on the internet), you will have to find a reputable local jeweler to fix it and you will have to PAY for the cost of said repair.  Easy?  Convenient?

“It’s Cheaper than a Store”

Is it?  Or maybe they are showing you cheaper goods.  Fine jewelry that’s well made and contains natural gemstones and/or rare diamonds are just that — rare.  That’s why there are different price points for all different qualities and rarities of metals, gemstones and workmanship.  Do you trust the cheapest doctor in town with your health?  The cheapest car to drive?  Most of us won’t even drink the cheapest cup of coffee we can find!  And how do you KNOW that you are getting what they are telling you you’re paying for on line?  Can you see it? Touch it?  Try it on?  How do you know they’re telling you the truth about your purchase?  WHO are THEY, anyway?  Do you really believe everything you see on the internet?

Value and Trust

These are the cornerstones of local, independent neighborhood jewelers who have been part of your communities for most of your lives.  These are the jewelers your family has probably been dealing with for years who know them by name.  These are the jewelers who live, work and support your local economies.  These small, independent businesses are what built this great country and when you allow them to show you their fine jewelry they treat you with the respect you deserve and give you the value you expect.  These are the jewelers you can look in the eye if there is ever a problem and they will take care of you!  Many of them have warranties!  My favorite is the Preferred Jewelers Warranty, the only FREE lifetime national warranty program (www.preferred-jewelers.com).  You may have to make a few trips to the store to get what you want but think about it…when you’re planning on purchasing one of the most important pieces of jewelry in your life, or you want to make that birthday or anniversary truly special, isn’t it worth a little extra effort?

I’m all for researching products and services on line and comparing items.  I buy things on line just as you do.  But when it comes to a big purchasing decision like a piece of fine jewelry, I can’t give my hard earned money to someone I can’t look in the eye on goods I haven’t seen and tried on.  Technology and conveniences make our lives easier and satisfy our needs quicker so please, take out your smartphone, type in the address of your local jeweler and let your GPS take you there.

I welcome your comments.

March 29, 2017

To Bling or not to Bling…

That is the question…or is it?  I’ve heard it talked about these past few years that Millenials value experiences over materials things, but is that really the case?  They ALL own a smartphone, a tablet, hip and trendy clothes and all walk around with a cup of Starbucks in their hands so we know they’re buying something.  When it comes to getting engaged, a RING is still the thing– although a big diamond may not be what they have in mind or they think they can afford right now.  After all, what is an engagement ring supposed to be anyway?

Circa 1477 when then Archduke Maximillian was thinking about asking Mary of Burgundy to marry him.  As this hopeless romantic strolled through the lush gardens of his estate (he was royalty, after all) what could he possibly give his betrothed that would symbolize his true feelings and remind her everyday of the strength of his commitment to her?  What was the hardest, most enduring symbol of that love that his words alone could not say?  A diamond.  There was nothing else he could give the love of his life that would express their unbreakable love and tell the rest of the world that she was taken–forever.

His diamond was not a 2 carat round brilliant with 58 polished facets in perfect proportion, internally flawless and colorless.  It probably didn’t look anything like the diamonds we’re used to seeing today–but the meaning and tradition behind the giving of the hardest gemstone known to man continues to this day.  Why?  Because it still represents the ultimate symbol of your commitment to the love of your life.

So if the symbol of your commitment isn’t a diamond, that’s ok too.  There’s a rainbow of beautiful gemstones available that may speak directly to your love.  Maybe it’s the fiery red passion of the ruby or the true blue fidelity of the sapphire.  Is it the lush green of the emerald or the mystique of the opal.  Whatever gem speaks directly to you and your love is what you should have; remembering that every time you look down at it sparkling on your hand, that moment when time stood still and your love looked deeply into your eyes and asked one of the most life-altering questions of both your lives…

Now THAT’S an experience — coupled with a permanent symbol of your occasion that you will continue to celebrate year another year, for all time.