[Jewelry making - Article 00926] - Re: [Orchid] Just blame it on the Jeweler

[Gerald Alexander Livings]

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Where do I start?!

    Yes, it does irk me when I get blamed for something that is plainly
    not my fault.  (I'm not perfect, sometimes it is my fault)  I've seen
    salespeople do this alot and it's not just in the jewelry trade. 
    Salespeople blame the warehouse guy, the delivery guys, anyone not
    present so that they can shift the blame.  

    I think this happens for two reasons: 

    1. Most people really cannot handle being blamed or yelled at for
    something that's not satisfactory. 

    2. Lack of sales training--most people can't sell.  If they could
    get past their egos and learn how to do their jobs more effectively,
    they would find that their customers more appreciate honesty about
    who made the mistake and are generally more receptive to corrective
    measures.  Otherwise, it just sounds like passing the buck and not
    really caring about the customer. When customers think you don't
    care, they usually don't come back and they tell all their friends.
    The true professionals do not pass the buck and will work hard to
    resolve the issue and know that blaming the jeweler for things they
    did not do wrong is actually counterproductive and strains
    relationships.  

    Unfortunately, they are outnumbered by the ones that pass the buck. 
    I guess we just have to get used to being blamed for mistakes even
    when it isn't our fault. 

My two cents,
Jerry


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