[Jewelry making - Article 00564] - Re: [Orchid] Eastern Tools

[Andrea Hill]

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Dear R.E. Rourke,

    I do appreciate your insight, and take this matter quite to heart.
    While we may not always be the lowest price supplier, Rio Grande's
    team of buyers and product managers are committed to provide the best
    value possible, while maintaining quality standards across thousands
    of product choices suitable to our varied customer base. We aim to
    balance competitive pricing with our commitment to provide a good
    living to the talented and experienced associates who provide our
    customers with extensive technical support, information and services.
    For some customers this level of service is not valuable -- they
    would rather shop around for the cheapest prices, and there are
    vendors who provide cheap prices. For other customers the confidence,
    services, and support are important to them, and for those customers
    it is worth it to do business with Rio. It's typical of a healthy
    marketplace that there are vendors for each type of customer
    preference. Frankly, if we had to be the Wal-Mart of the jewelry
    industry, we'd find something else to do, because running that type
    of business isn't where our hearts are. 

    I would like to clarify a few points. The first is in relation to
    where Rio buys our products from. It is true that we buy products
    from all over the world. However, I think it is interesting to note
    that of the 30,000+ items we currently have for sale, 70% of them
    come from vendors in the United States. We do not follow a conscious
    "buy US" policy, nor do we actively try to seek products from
    specific countries (say, China - which accounts for a very small
    percentage of products). We simply try to find the products our
    customers need wherever they are to be found. In fact, we partnered
    with suppliers worldwide to keep a German pliers manufacturer in
    business because we felt allowing them to close would be a loss to
    the industry. Also, to the point Kenneth Singh made, we are required
    by law to mark country of origin on every product we sell. I am quite
    proud of the fact that every time we have a US Customs surprise
    inspection (one of which was quite recent), we pass with flying
    colors. 

    Secondly, in relation to "targeting big businesses more and more," I
    can tell you this is not our marketing strategy. It is our pride, our
    joy, and our goal to serve the independent jewelers of the world -
    yes with products, but also with support, education, and information.
    No one customer accounts for as much as 1% of our business, and if we
    were targeting the big businesses this would not be true. The beauty
    of this percentage is that independent jewelers are far more
    representative of each others' interests than large companies would
    be -- which means that the feedback we receive from our customers
    drives us closer and closer to the needs of the independent jewelers,
    ensuring we keep your needs foremost in our consideration all the
    time. 

    Thank you for letting me address what I believe to be inaccurate
    perceptions. I respect your opinion, and I understand that Rio is
    not the vendor of choice for everyone. We are blessed in this
    industry with many fine suppliers, which is good for all of us. 

Andrea Hill
Chief Executive Officer
The Bell Group (Rio Grande)
7500 Bluewater Road NW
Albuquerque, NM 87121
505.839.3033
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