To say repairing jewelry is difficult would be an egregious understatement. Industry veterans know repairing jewelry the right way requires precision, mechanical aptitude and unparalleled attention to detail. If you own or manage a jewelry store, it is in your interest to learn about the best practices and strategies for jewelry repairs.
Here’s the inside scoop on why every jeweler should provide high-quality repair services and the importance of getting jewelry repairs done right on the first try without exception.
Understanding Customer Expectations
The old adage of “The customer is always right” certainly holds true in the context of jewelry repairs. Mutually beneficial jeweler-customer relationships are rooted in communication. Transparent consultations with customers during informative consultations paves a path toward repeat business.
Be as detailed as possible when documenting the repair process, paying close attention to each customer’s individual preferences. Seize the opportunity to take notes during customer consultations and they will be that much more likely to remain loyal and recommend your business to friends, family, colleagues and others. Establish a crystal clear timeline for repair along with a transparent price quote and you’ll build the all-important rapport necessary for a lasting relationship.
Skillful Staff and Training
The quality of your team is the primary determinant of customer satisfaction and loyalty. Staffers who are skilled, well-trained and cordial will get repairs done the right way. Prioritize the hiring and retention of your most experienced jewelry repair professionals, spend for ongoing training to improve their skill set and your team of knowledgeable employees will have the know-how necessary to perform exemplary repairs.
Recognize that jewelry repair requires specialization. Encourage your team to excel in specific jewelry repair niches and they’ll make your business that much more appealing to prospective clients.
Quality Control Measures
Quality control is the name of the game. High-quality jewelry repairs inspire customers to spend more money, refer the business to those in their social/professional circles and return for additional repairs. Structure the jewelry inspection process for repairs with extensive detail, spend for the industry’s best materials for jewelry repair and sweat the small stuff.
Inspect jewelry after repairs are performed to guarantee the quality of the work and you’ll wrap up those repair projects in confidence. Jewel360’s software facilitates the repair process while prioritizing quality.
Meghan Proctor of Hubbell Proctor Design states the following in regard to Jewel360 software: “ I can’t think of anything that we’ve struggled with or had issues with. The training is wonderful. It’s extremely user friendly. I just hired some front help and we were showing her how to take in the tickets and how to take in a repair. She learned it in a couple of hours. It’s just very user friendly. It’s very hands-on. The customer service is great. The training is great.”
Meghan continues, “You get so much with one company, and that’s what I like the most too, because when you are running a business like this one and being as busy as we are sometimes, you know, it’s just much easier to get a one stop shop. Having to deal, I can’t imagine I’d probably rip my hair out if I had to deal with like five other companies.”
Transparent Pricing and Estimates
Customers appreciate transparency, meaning honesty and clarity. Transparency is especially important in the context of pricing and estimates. Provide your customers with detailed jewelry repair estimates, perform repairs at the quoted price and never tack on “surprise” charges unless the potential for additional charges is broached during the consultation.
Prioritize clear communication when explaining your unique pricing structure for repairs and your customers will be that much more likely to return for additional projects.
Efficient Workflow Management
The amount of time invested in each jewelry repair project shapes the flow of your jewelry repair business’s work. Streamline repairs, use the industry’s latest tech tools to track repairs and maintain clear and open lines of communication with all customers. If customers express a need for a repair to be completed by a specific deadline, recognize that urgency and do your best to get the job done within the constraints of that unique timetable.
Rodney Roberts, a customer experience manager with Jewel360 comments, “When we pull in data, we pull in however much data we can get. So depending on the system you have, if all you have is Excel sheets, that’s all we can get. If you’ve got a full database system with something like Access or SQL or FoxPro or whatever type of database you’ve got, we’re gonna actually pull that database, run a series of reports from your systems and then we’re gonna give it to our conversion team or our migration team to sync up your data just before you go live. So it is a multifaceted process and every step along the way is designed to support you and make sure that your data is fully migrated into the new system.”
Secure Handling and Storage
It is no secret that some pieces of jewelry cost thousands or even tens of thousands of dollars. The subtleties of jewelry handling are of the utmost importance. Implement secure protocols for the handling of valuable jewelry, go to great lengths to protect each item with the appropriate storage and obtain insurance coverage for invaluable peace of mind.
Effective Communication with Customers
Customers need and deserve a dialogue as opposed to a dominant monologue. Present the opportunity to ask questions and pose concerns.
Ask customers how they would like to be notified of repair status updates and honor those requests. If any problems or delays arise, notify customers accordingly.
Offering Warranties and Guarantees
Customers are that much more confident in a jewelry repair provider if provided with a warranty for the item in question. Provide clear warranty terms in writing along with detailed conditions and honor those promises.
Marketing and Promoting Repair Services
The quality and reach of your marketing is just as important as the quality of your jewelry repair service. Provide customers with examples of previous repairs in the form of before-and-after images that put your repair expertise on full display.
Embrace the golden opportunity that is social media and additional online platforms to shine the spotlight on your best repairs. Establish relationships with influencers in your area, build symbiotic partnerships with other local businesses and you’ll expand your reach all the more.
Feedback and Continuous Improvement
Strive to improve the quality of your jewelry repair service and you’ll develop a reputation as the area’s top jeweler. Half the battle is convincing satisfied customers to spread the word, essentially performing free marketing on your behalf.
Make it clear that you would greatly appreciate a positive review posted to the socials and online directories then review the ensuing feedback for public relations quality control. If you find criticisms in the written reviews, respond accordingly and implement the necessary changes.
Focus on the Best Practices for Jewelry Repair
The success of your jewelry business is largely determined by your quality standards. Invest time, money and effort in training your staff to perform the highest possible repair standards and your customers will reciprocate in the form of continued business.
Jewel360’s retail software combines point of sale with ecommerce for jewelers and jewelry repair professionals. We facilitate business growth through the streamlining of inventory management complete with an all-in-one jewelry POS system built for retailers like you.
This is your convenient, fully consolidated one-stop destination for managing jewelry repairs and other custom projects for your valued customers. Sign-up for a demo today.