[Jewelry making - Article 00936] - Re: [Orchid] How do you deal with high value stones?

[Gary Dawson]

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    Great topic for discussion.  I'll be interested to see how others
    respond to this as setting high-value gems is a regular part of my
    business. 

    First, I have a list of shop policies posted conspicuously on the
    wall near my consultation counter and one of my policies states: Any
    gem other than ours will be set at CUSTOMER=92S RISK ONLY unless
    otherwise detailed in writing and signed and dated by both a
    representative of Goldworks and the client.  Stone setting insurance
    can be provided and is advised in the case of valued items. 

    I also have a "disclaimer" on my job envelopes that refers clients
    to the policy statement. 

    That being said, in most cases, if we damage a gem, we replace
    it...it's a matter of maintaining the good-will of our clients and
    that good-will is of more high-value to me than the value of most
    gems.  I need them to return with more business or I don't survive. 

    But...when I take a particularly valuable job in, or sell a very
    high-value gemstone, I normally go over the characteristics of that
    particular gem with my client PRIOR to accepting the job and, if the
    situation warrants (in the case of opals, emeralds or gems with
    potentially fatal inclusions, I will verbally point out the policy
    and make the client very aware of the potential for disaster and
    where liability lies.  I do emphasize that I've been in business for
    nearly 30 years, and will take every precaution to protect a gem
    while in my possession but that damage does occur occasionally. 

    Here's an in-progress anecdote that pertains to the topic.  I made a
    ring for an emerald that came back after 5 or so years for a sizing. 
    The client had not purchased the emerald from me but over the years
    became my very best client, allowing me to find other high-value gems
    and exercise much creativity in ensuing projects...When the emerald
    seemingly self-destructed in the process of sizing, (we had it
    submerged in water during the heat phase of sizing and my shop
    manager was handling it with kid gloves while polishing)I told my
    client, "If this had been anyone else, I would have passed on the
    liability since the emerald seemed to self-destruct, but you are my
    very best client, I will cover the loss."  The client thought about
    it for a minute and replied, "I guess that's why I have you do
    appraisals and have insurance, we'll let the insurance company worry
    about it." 

    And so, this time I lucked out, his insurance will reimburse me for
    finding another gem.  Out of all this long explanation, I guess I
    haven't given you a nice, short, definitive answer, but the emotional
    content of what we do doesn't always lead to nicely packaged
    resolutions.  Each case must sometimes be evaluated separately and
    appropriate action taken for the situation.  I think the main point
    I'd make is HAVE a firm policy, and discuss the potentials with your
    client, up-front. G 
 
--- Gary Dawson
--- Goldworks Jewelry Art Studio
---Quality and Integrity...Always!
--- goldworksart AT earthlink.net

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