A friend of mine and I have been discussing the differences in
retail and wholesale recently. We have both been in the business for
quite some time, and come from the wholesale end of the industry. He
told me that he sees the main difference between the two is that
wholesale is price sensitive and retail is trust sensitive. I had
never heard it put quite so succinctly, but that really is what it
boils down to.
One of the wholesale things I used to do back in the 80’s was to set
CZ’s for a company that sold CZ jewelry. They were selling loose 1ct
CZs for $100. They sold a ton of them. I had a real hard time with
that. The little package they put them in cost as much as the CZ.
Then it was explained to me that no one would set a $15 CZ in a $250
mounting, but they would if that stone cost them $100. I believe the
term used was “perceived value”.
Think about it. If you go into what looks a nice restaurant and the
price of their finest steak is $6.50 and their best bottle of wine is
priced at $4.00, what would you expect? Bet you wouldn’t count on a
fine feast with waiters in black tie anticpating your every need. I
know I wouldn’t. One of the most successful restaurants in the
Raleigh - Durham area is The Angus Barn. It is somewhat high-priced
with a meal for two easily costing over $100 (you can get to $200
without any real effort). Yet, even with these phenomenal prices, the
place is packed almost all the time. Why? They do a good steak, their
service is outstanding and the “perceived value” is very high. People
like to spoil themselves and those they love. Spending money on what
they perceive to be fine quality is one of the ways they do it.
I still subconciously swallow hard before telling someone that it
will be $39 to size their plain gold ring down a half size, but I’ve
found that the people that say “HOW MUCH???” to $39 would say the
same thing if I told them $12. It has less to do with what you say
than with how you say it. If you say “Geez! Are you sitting down? I’m
sorry, but this is a hard job and with the price of gold going up
like it has it’s gonna be $150, is that OK?” the customer will
respond just the way you set them up to respond and probably leave.
On the other hand, if you look in your Blue Book and confidently say
" This should be a fairly easy thing to do, but it does have some
potential difficulties. It’ll be $150, and it’ll be done right." they
will also respond the way you set them up to respond, and you’ll
likely get the job and probably a long term customer, not to mention
a lot more money for your time and talent. Add zeros to the prices,
the process and mindset remain the same. The only catch is that you
must provide what the customer expects and maybe just a lttle bit
more. There’s a little jewelry company called “Tiffany” that has
quite effectively used this mindset to their advantage.
In retail jewelry, we sell the sizzle as much as the steak, probably
even more so. Your attitude towards your pricing will have far more
bearing on your eventual success or lack thereof than the actual
prices you charge. No matter how much or little you charge, there is
always someone that will do it for less. You must convince your
customers that your work and jewelry are worth more, but first you
must convince yourself. Don’t be afraid to let them walk; their loss
is greater than yours. This has been a hard lesson for me to learn in
making the transition from price oriented wholesale to trust
sensitive retail. If there is one piece of advice I could give
someone just starting retail, I would say, do the very best work you
can, charge for your work and be confident. Your time and talent are
worth it. You might actually be surprised at how much more
credibility you will have by pricing high and being confident about
it. I know I am. High prices without confidence or vice versa are
both a losing propostion, but the two together is a winning
combination and the only way to break into the big-time, I’m finding
out.
Noel, don’t say a word about the higher prices. I’ll bet you a cup
of Joe nobody will even notice. If someone does notice, whatever you
do, don’t apologize – Justify! I mean it’s not like you’re trying to
sell a $15 CZ for a hundred bucks or something.
Dave