10 Ways to Give The Same Great Customer Service In The Shop As You Do
For Product Sales
“Customer Service” is a widely used by usually “not done enough”
phrase. Extraordinary service gets people talking about your store,
lowers advertising costs and increases sales. How? Your customers
come back to you rather than a competitor and they send their
friends. In addition repair sales are trust sensitive therefore
people will allow you to do higher end repairs and custom work.10
ways to increase shop customer service
-
Have jobs done on time. If a job can’t be on time better to have
the staff call the customer rather than your customer making a trip
into the store. Adopt some type of system to assure this will happen.
Most POS systems have a shop tracking module. Some stores use
a calendar on a board with customer’s names on a due date. You can
buy “day of the week” stickers and put them on the envelopes before
given to the jewelers. You can buy these at:
https://www.amazon.com/Intro-Set-Cold-Circles-DaySpenser/dp/B008RM5VY8/ -
Deliver all repairs and custom jobs back to the customer in a
suede or leather pouch. Even inexpensive jewelry is a treasure
to customers. -
When taking in or delivering jobs handle them with care as you
would an expensive fine piece of jewelry. Have a pad on the counter
when handling items. -
After delivery put the delivered envelopes in a"week from now"
box. Have the staff call each customer a week later to check upon
the repair or custom. Can you imagine? The store called me to check
up on my ring I had fixed. I spend $1000 for car service and they
didn’t acknowledge me". Then after calling file the envelopes away in
your normal fashion. -
Make yourself a calendar system and on the anniversary of the date
the customer’s custom design was delivered send the RING a Happy
Birthday card. “Happy Birthday Jennifer’s Ruby Ring! Another great
year helping to make Jennifer smile. Be sure and come in this month
for your free Clean & Shine so you’ll look great all year.” -
In the process of custom making pieces for a customer take
pictures and email them to the customer. “Here’s our jeweler Marvin
making the design on the computer.” Then later “Here’s your ring
having the stones set by Marvin. Next he’ll detail the ring and
polish it to a great shine.” People love the TV shows “How do they do
that?” It will cause excitement and better yet they will forward the
picture and email to their friends, Twitter, Facebook, Pinterest and
other social sites. You’ll get exposure for free and an excited
customer.7. In the showroom have brag books with pictures of things
you’ve made in the past. Or better yet have a constant slide show on
a separate computer screen running all the time. -
If possible have the shop seen through a window from the showroom
so the customers can see where the work is done. -
Shop staff should have dress codes as they usually are seen
occasional in the showroom. It can be as simple as the jewelers
wearing the same style polo shirts with a logo or aprons with
the same. -
Send a thank you card in the mail even if you send out email or
text thank yous. Ye seven for watch batteries. It’s a nice touch and
can think how many thank you cards you received this year with allof
the money your family spends? Almost Zippo. We went postcards for
any work under $249. Above $250 a hand written thank you note in an
envelope was sent.
David Geller
JewelerProfit.com