Great customer service is just as vital to your jewelry business as your beautiful jewels are.
One of the especially cool things about having an independent small business is your ability to connect one-on-one with the people who buy your products. And that connection is one of the things that draw people to shop from you.
Here are some simple yet thoughtful ways to go the extra mile for your jewelry customers:
1) Try to learn and remember every first-time customer’s name (or, if you’re terrible with names, some other important detail about him or her), so that when you greet them the next time they shop from you, your knowledge of them will demonstrate how important they are to you.
2) Find small extra things you can do for your customers, above and beyond what they expect. When the art teacher at my son’s school asked me to redesign some old beads into new necklaces, I also created a pair of matching earrings from some of the beads, which she hadn’t thought to ask for. She was thrilled with that thoughtful extra touch.
3) Ask customers what they want, and then do whatever you can to provide it for them. You can survey them with forms they can fill out (either in writing or on your website), or simply ask them in person, listen carefully, and write it down immediately afterward.
4) When you give an estimated date for delivering a custom jewelry order, always build a few extra days into your quote. Then you can hopefully deliver earlier than they expected - or at least on time, if something occurs to slow things down.
5) Help your customers network or make connections whenever possible. If Mrs. Smith’s daughter is getting married and you know a great independent photographer, give her the name and phone number. If Mr. Jones mentions that his antique pocket watch needs a new fob, connect him with the jeweler you know who works with vintage jewelry.
6) Have an assortment of interesting “freebies” to toss in with customers’ purchases, to surprise them when they get home. Good choices for this include small crystals or polished gemstones, or business-size cards printed with gemstone lore, empowering sayings or haiku poetry.
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