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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.

June 8, 2017

Just another show in paradise…

For those in the jewelry business, from manufacturers to retailers and everyone in between, the JCK show in Las Vegas is THE jewelry show of the year–not to be missed if you want to see what every store will be selling during the very important 4th quarter of the year.  Everyone from the top design houses to Pandora to the small specialty brands no one’s ever heard of, are there showing their latest and greatest creations to the world.  This year was certainly no exception but there are definitely a few specialty brands that stood out among the rest.

REACTOR watches!  If you still wear a watch–and you should (as it is arm jewelry as well as functional) this specialty brand ROCKS!  Built by the legendary Jimmy Olmes (of Freestyle fame) these watches are definitely some of the best built out there, featuring triple screw-down crowns and solid screwbars, they are water-resistant to 660 feet and even bulletproof!  Priced right, there is no need to buy a super expensive watch from a more well known brand as these guys are the REAL DEAL!  Durable, tough and backed by a 2 year unconditional guarantee.  Find them at your local independent jewelry store, please!

Men’s wedding bands are definitely getting cooler…literally.  Thanks to ELYSIUM black diamonds, men can own their very own diamond band made of solid diamonds (approximately 8 ctw in each band), look great and get something to fidget with during parties.  Watch my Instagram video and see this band melt ice right before your eyes!  This is the band everyone will be talking about!  In addition, I was thrilled to see some other alternative metal men’s bands beyond tungsten.  I know those tungsten bands have come a long way and they are inexpensive but the latest and greatest contemporary metal band out there now is SERINIUM.  SERINIUM is a combination of metals that are also hypo-allergenic, extremely durable, are easy to remove in case of an accident and best of all…will NOT change color or fade when worn in the water.  Priced similarly to tungsten, SERINIUM is a new metal for a new generation of wearers made to withstand all lifestyles.

Where fashion and bridal meet function there are some interesting and new items on the horizon.  How about an engagement ring with a built-in sizing bar that will accommodate different size fingers without actually changing the size of the ring!  Or how would you like a pair of diamond hoop earrings that close up and become your wedding or fashion band?!  Right?  I know it sounds crazy but it is very versatile in classic styles.  I don’t think I’m ready to go all in with this yet, but I like the direction of this concept.

And what is the JCK Las Vegas show without the Le Vian red carpet event and fashion show.  It is a spectacle of beauty and fashion, by invitation only, featuring the latest and greatest trends and gemstone forecasting for the next year.  This year was no exception as Le Vian has named the gem of the year as cornflower Ceylon sapphire and blueberry sapphires, continuing our obsession with the color blue.  In addition, the nude and nearly nude gemstones, vanilla diamonds and peach morganite, will continue to  be hot through the next season.  Avril Graham of Harper’s Bazaar magazine is always on hand to back up the jewelry with the fashion trends and is there a greater authority on fashion than Harper’s Bazaar?  They have just finished celebrating their 150 years in publication.  Not usually considered the fashionista on the red carpet or any kind of trend setter, my black ostrich feather dress was a hit as Avril announced that one of the trends of the year is feathers!  Who knew?  As usual, the entire Le Vian family makes everyone feel like a celebrity as they exude thank you’ s and love to all who love their brand–I was sitting with several personal collectors at the event and watched as Eddie Le Vian, his brother Moosa, and his son, Johnathan, walked among them shaking their hands and thanking them for being the passionate collectors they are.  The evening is always concluded by the annual Jewelers for Children dinner where, once again, Eddie Le Vian offered to match the highest contributor to the cause (this year’s highest commitment was $125,000) as well as committing to donating $500 for every person at the fashion show.  Crazy!

As for Vegas–it’s Vegas in the summer.  It’s hot, loud and vibrating all the time.  7 days in Vegas is a long time but also a fun time as I always meet some amazing people and get to see what’s new and upcoming.  Now I’m really just looking forward to going home and decompressing for a day.  

You really should check out my Instagram if you want to see all of the coolest jewelry trends on the horizon.  That’s what #frankisays!

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.

March 27, 2017

Why am I starting a blog now?

Why start blogging anyway?

The easiest answer is because there are people in my life that believe I have something valuable to say.  I realize that now that I’m 50 (ish), I have a lot to teach the next couple of generations about all things that sparkle, the magic of building relationships in business and the value of hard work.

My hope is that I inspire others to find their passion in gemstones and in helping create unforgettable memories for people as well as understanding the balance between work and play and family and responsibilities.

I hope you will find my ramblings informative — and fun.  Feel free to leave your comments about jewelry and/or fashion and style trends you may want some more information about, or follow me on Instagram.  That’s what #frankisays!