[Jewelry making - Article 00171] - Re: [Orchid] Oops, I broke your Tanzanite!

[PHILANDMARGGI]

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    One reason this jeweler is in a bind is that our industry sells
    "sentimental value". It is the force behind mother's rings, three
    stone rings (Yesterday, today, tomorrow....) and many other
    purchases. You can't work it both ways, using this concept to sell,
    then ignoring it's existence when it is inconvenient. Denying the
    sentiment attatched to this stone is the wrong solution, no matter
    how unreasonable she is being. Acknlowledge the importance of the
    item she entrusted you with. I especially like the idea of recutting
    the broken stone and setting it in a simple pendant at no charge.
    This will go far in re-establishing the relationship, and might make
    her more willing to accept a reasonable alternative stone as
    replacement. Even if she had signed a release on the take-in
    paperwork (wich really is good policy) stating that you were in no
    way responsible for damage while working on her fragile stone, you
    would need to go the extra mile here. We work in a bussiness that
    requires the perception of honesty and trustworthyness. You would be
    better off in the long run doing whatever it takes to re-establish
    that perception. Sometimes it will be impossible, there are folks
    out there who are very ready to beleive the worst about our
    industry. She may be one of them, but you don't know that yet. If
    you plan to remain in business in that neighborhood, consider the
    expense an investment in your reputation. And good luck! Marggi
    Markowitz 


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