[Jewelry making - Article 00301] - [Orchid] The trust factor

[Mark Shneyer]

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Continue from:

  "Converting pure gold into cash?"
  http://www.ganoksin.com/orchid/archive/200503/msg00227.htm

Hi All,

    I changed the subject heading on this.... 

    While I understand the point about not wanting a customer who
    doesn't trust you I must dissagree with rejecting them outright.  The
    store I currently work from will reject a customer that insists on
    watching me work.  Also customers must leave there jewelery when
    getting an appraisal.  (I really don't understand that one ) 

    A 1/2ct diamond might be the world to some people.  To the next
    customer a 4ct diamond may be an easy thing to part with while you
    repair it.  There's a wide range of incomes and comfort levels out
    there. 

    Trust is not earned because you have a nice store. It is earned
    through a relationship made over time.  That said, you also have the
    extended problem that most people could not identify their diamond
    using a loop.  Just cleaning a ring makes it look different to most
    customers. 

    Many feel like they are walking in blind and must trust you.  That's
    the way I feel using refiners. I have gotten my worst yeilds for
    polishing dust and scrap from refiners.  I drop off my scraps & dust
    to a man in NY because I get consistant results that are better than
    the refiners...I have no choice but to trust that he is fair. 

    To compound these things...most stores have employees. When you
    expect a customer to leave a piece with you you are also expecting
    them to trust your employees.  Over the years I have been in business
    it has shocked me to find out that my co-workers were theives. 
    Sometimes office help actually embezzels. And stores do get robbed. 
    I have even heard of bench jewelers swapping big stones from
    showcases with cz's. (At a very large upscale NY store.)  They
    eventually got caught thank goodness. 

    Anyhow I've been a jeweler for 25 years now.  My reputation is the
    most important asset I have. That gets me in the door...The trust
    that follows is earned with time. 

    Although I prefer to have the customer leave me their work I do
    understand that some can be unwilling to do so and I don't take it
    personally.  If there is no way to safely accomodate a customer then
    I think that is a better reason to reject their request than insist
    they trust you. 

Best Regards,
Mark

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