[Jewelry making - Article 01722] - Re: [Orchid] Posted Repair Policies

[Alastair]

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Hi Neil,

My un-posted policy is this:-

    1. Inspect carefully, never allow anyone to rush me through the
    inspection. This is the point where I make or lose money. A rushed
    inspection leads to a rush job - I do not need that, I do not have to
    accept it. 

    2. Communicate my findings in detail with the customer having
    written them down in point form or labelled sketches. 

    3. Only proceed if I can see clearly, step by step, how I am going
    to achieve an excellent result. 

    When I assess a piece for repair, regardless of what is asked for, I
    list of all the faults including design faults and quote for
    repairing each of them. Some common faults that customers are not
    aware of:- stone chipped, fragile setting, ring is thin and weak,
    previous repairs (not mine). If there are no faults and the job is
    straight forward then I quote just for what is wanted. 

    Sometimes I quote for the worst case scenario and present it as an
    "up to $...." quote. If there are alternative ways to do the job
    (acceptable to me) then I will quote for each and explain briefly in
    point form the merits and consequences of each. 

    The written assessment no matter how brief becomes the basis of the
    warrantee, and by that I mean the customer knows what to expect. If
    only part of the list is selected, or the cheaper alternative is
    selected then the customer already knows the consequences and has
    accepted them, and it is already written down. 

    Under-quotes can be traced back to the inspection and the making of
    careless assumptions; mis-understandings with the customer can be
    traced to not being clear with communications. Having said all that,
    Murphy is alive, sh*t does happen, and these have to be factored into
    the basic price structure and dealt with in a professional manner. 

Cheers, Alastair
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