I must say that I'm rather intrigued by your implication that there
are things that "industry members should" or should not say.
This goes to the point I made in response to someone else's email
on this subject. It's like attacking your competition when you are
selling a customer. It makes you look bad and the customer
uncomfortable. ....
Hello Daniel,
I can understand that you see it that way and that is of course your
business, literally and figuratively. I must say though that this is
one of the very few times I have heard a sentiment like that expressed
on Orchid although there have been many opportunities to do so.
Often I’ve heard Orchid members say “I don’t like working in
silver/gold/platinum”, or “I don’t like rhodium plating” or whatever.
In the four-ish years that I’ve been reading Orchid I can’t recall
that you have ever come forward and said “you shouldn’t say that” as
you have here in the case of diamonds.
Whether you would share the or not the fact(s) remain
that De Beers has had a virtual monopoly on the diamond trade for
the better part of a century, that the endless marketing campaigns for
diamonds did create the demand for diamonds in the first place to
De Beers great benefit, and that those marketing campaigns are
based on manipulative emotional messages that some people find
off-putting. No matter how many customers come in and ask for them
the history of diamonds is what it is.
Perhaps that’s the reason you take the “don’t say that” position when
it comes to diamonds, because you are worried that if people knew
that their taste for diamonds was, at least partially, the result of
marketing pressure and hype they might not be so quick to parrot the
PR slogans and consume per the marketing scripts? Or that knowing that
the price of diamonds is largely the result of the cartel’s control
of product flow might effect the potential buyer’s willingness to
purchase at those prices? If these are your concerns I think you
needn’t worry because I strongly doubt that such an awareness would
effect the demand one little bit, or even if it did the net result
would be imperceptible.
Needless to say that I disagree with your position that to openly
discuss the history and marketing of diamonds is like dissing the
competition. As I’ve said several times in this conversation diamonds
are wonderful and I love the abrasives I use that employ them. No
“denigration” intended or implied. But in the same way jeweller’s
ought to disclose any gemstone treatments they know of or the possible
downsides to plated jewellery or whatever so too is it reasonable to
question the perceived value of diamonds by openly discussing their
history.
If a customer knows what they want and diamonds are it then fine, I’m
sure we all wish them the best in concluding a happy transaction. But
if they’re actually curious about it and want to know where their
“diamonds are forever” slogan comes from, for instance, then so too
should they have the opportunity to proceed as they see fit.
As you’ve pointed out I don’t (yet) make a living from my jewellery
making but that doesn’t mean I don’t have customers too because I do.
And what do they think when I tell them about the history of diamond
marketing, if it happens to come up in conversation? Some are
curious, some surprised, most are peacefully unconcerned. If they
liked diamonds before we talked they’ll almost certainly like diamonds
afterwards, sometimes even more so because now they know more about
them. Go figure, life is complicated, vive la difference!
As a jeweler, whether you like it or not, you speak for all
jewelers when you talk to the general public about any aspect of
the trade.
What can I say, I completely disagree. People go to one jeweller or
another because they prefer their different work, prices, attitude,
demeanor, location, age, whatever. I’ve never met anyone that assumed
that all jewellers were associated in any way, shape of form or that
their skills were universal or that they had anything in common at all
really. Quite the contrary in fact. In any case I hope you don’t
presume to speak for me because I would never presume to speak for
you. The best anyone can hope is that we both, as jewellers, respect
the trust that our clients extend to us and that we do the best for
them that we can. I happen to think that means being willing to
discuss the marketing history of diamonds and I daresay you don’t.
Again, vive la difference.
How do you think your customer is going to feel when a few years
ago they bought themselves a nice diamond ring and then they come
into your shop and you tell them how absolutely horrible de Beers
and the diamond industry is?
I think you are, perhaps understandably, exaggerating my position on
diamonds and the about them that I’m suggesting is best
disclosed. Be that as it may I again disagree with your position on
this.
When I bought my first car I knew nothing about cars. I liked the
look of it, it felt good to drive it and I had the money that was
being asked so I bought it. Some time later I learned that that
particular model ranked as a “lemon” in the Lemonade buyer’s guide. I
had a few problems with the car, pretty much as described in
Lemonade, but I was never particularly bitter over the purchase. I had
taken the seller’s verbiage at face value and in the end that was
clearly my choice to have done so. What I did not feel was angry at
Lemonade for having made the “lemon” available, even
though it hadn’t done me much good at the time of my purchase.
At worst I felt a little sheepish for not having done some research
beforehand … and I learned better for next time. My next car
purchase was much more expensive but you can bet I knew exactly what I
was getting into when I made that particular choice. I was
exceedingly happy with that purchase then and even now, years after
that vehicle has passed into other hands.
So what might the customer think if and when they learned that they
paid too much for a product controlled by a company whose advertising
had had a lot more to do with their purchase than they may have
realized? A little enlightened maybe? Wiser perhaps? Resolved to be
better informed next time?
My observation in 40-odd years of knocking about this Earth is that
people generally are happier when they know better, even if it takes
them a little while to realize it. People generally want to know
whether they got their money’s worth or not. What they generally do
not want is someone hiding the truth from them. And they almost
certainly don’t want to deal with someone who presumes to know what’s
best and elects to systematically withhold from them.
I’ve made many purchases in my life where I placed a mistaken amount
of trust in the seller, or the marketing surrounding their product,
and ended up have regrets in varying degrees over the purchase. Among
other things I almost always avoid doing further business with
someone who has misrepresented or intentionally misinformed me about
their product. I’d rather know the facts up front and make my own
decisions about a product regardless of whether that means that a
particular sale will proceed or not. I strive to extend the same
respect to my own customers. I would hope that we Orchidians all
would though I have no illusions that that position is or will be
universally shared.
It sounds to me as if you are suggesting that we should collectively
withhold about a product that many of us trade in because
it’s good for our business and helps shelter the customers from
possibly feeling bad about having purchased said product in the past.
While I certainly don’t think it’s anybody’s responsibility to get
preachy about it I have to say that I can think of nothing that could
damage our collection reputations and trade more. If our customers
were to learn that that was they way we conducted our trade they’d
wish a pox on us all and rightly so.
Cheers,
Trevor F.
in The City of Light