[Jewelry making - Article 00137] - Re: [Orchid] Setting customer stones

[Rona Fisher]

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Hi to all on this thread.

    We are doing more and more custom work as far as creating an
    entirely new piece from customers' old jewelry. So far nothing bad
    has happened- but as time and jobs accumulate- chances are something
    will happen. We do have a hold harmless agreement which the customer
    has to sign before we start the actual work (after the design has
    been agreed on). But as some of you have noticed there is a negative
    reaction on the customers' part. Suddenly that nice trusting
    relationship you've built is just about gone. You can see in the
    customer's mind that you're in there at your bench carelessly
    hammering away at their beloved stone! We'll replace the stone if
    it's easily replaceable and within our reach to do so. Basically the
    agreement states that we take great care in setting their stone, but
    in the event that the unexpected happens- the gem breaks or chips
    that we cannot be held financially responsible. We will return their
    deposit in full. So far- we've only been using this w/opals. What I'm
    wondering is: 

    How do you reassure your customer?
    How do you handle the situation if the customer's stone breaks?

    More and more people want to recycle their stones rather than buy
    new- and we encourage this- but the stone breakage thing does keep me
    up some nights! 

Thanks to all-Rona
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