[Jewelry making - Article 00767] - Re: [Orchid] Problem with a customer

[Jim Reitze]

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    Golly, if I ever get caught up with these posts, I might actually be
    able to comment on something on a timely basis. 

    Everyone has their own threshold of tolerance for customers who are
    asking for the world on a string, gratis.  For me, it would seem a
    simple matter here of sizing the ring, if at all possible to do it
    without making a new one.  In one of my previous incarnations, I
    worked for a full custom jewelry shop where everything was made to
    order, in house.  If the customer wasn't happy, the piece was remade,
    no additional charge, until it was satisfactory.  No questions, no
    BS.  Just do it.  The prices we charged were adequate that when we
    occasionally had an abusive customer we were still covered, at least
    in an overall sense.  Only you can decide how much BS you'll take
    from a customer, and that will probably vary with the customer. Some
    are just trying to beat the world out of a dollar, and they get
    their jollies seeing just how many of us they can beat.  Others just
    feel that with the amount they have already spent, no matter how good
    a value it is, that they are entitled to some adjustment. 
    Personally, I liked the response that cited the relative cost of
    getting and keeping a customer.  If you have already lost that
    customer, it will likely cost you more in advertising, etc., to
    replace the customer than it would have to replace the ring.  After
    all, the worst (I assume) that you would have been out was some gold
    and time.  The diamonds could have been reused if you made a new
    ring. 

Jim
http://www.forrest-design.com

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