[Jewelry making - Article 00195] - Re: [Orchid] Oops, I broke your tanzanite

[Pat Waddington]

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    This thread has been all about the different ways to 'handle' the
    customer. Why not just try and 'be' the customer? If you were in her
    shoes, what would you want the jeweller to do so that you would walk
    away being not only satisfied but impressed? She obviously wants to
    keep the stone, so recut it and set it in something for free. And if
    the ring itself is so important to her, offer to get another stone -
    she might even contribute to the cost if she feels you have done your
    best to retain her sentimental link. You have to make her feel
    important and valued, but shattering her beliefs about whether the
    tanzanite really came from where she thinks won't do that. 

    Acrimonious dealings always have their own consequences, but
    excellent and considerate service equally always has its own rewards. 

Pat


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