Jewelers & Jewelry Stores
This Post is mainly for Jewelers and Jewelry Stores, but it can also Help out Customers Greatly, especially since it’s their Jewelry we’re talking about.
If you want to Save your Store Money, and Make More Profit at the same time, take these Jewelry Repair Tips to Heart!
Check your Repairs Better!
Many Stores and Employees are Way Too Lax when it comes to Taking in Repairs. They End up with Repair Slips (Envelopes) that have Little or No Information on them. Especially if the Employees are in a Rush to get Back out on the Sales Floor to Sell.
The Repairs Suffer!
Half Ass Repair Slip
This Slip is Filled out Half Ass. Do we Need to Know more? You Bet…
When you’re in a Hurry, you only Hurt yourself, the Repairs, and the Customers…
It all Starts with Training!
You need to Train your Staff and Employees to Slow Down, and become more Alert, Observant, and Efficient when it comes to Repairs.
How many times has your Jewelers began to Work on a Customer’s Ring, only to find that the Stone is NOT a Diamond, it’s a CZ!
Or that the Stone is Chipped on the side and no one Spotted it.
Or Better yet, the Customer comes back to Pick up their Engagement Ring and says “That’s Not My Diamond!“
But it will Happen LESS, if you Take your Repairs more Seriously!
Because the last thing you want to do is to Call a Customer a Week after they Drop off their Jewelry and say “I’m Sorry to tell you that your Stone isn’t Real!“
That’s Doesn’t go over so well!
So here’s what you do…
1) Test every Diamond (or Stones that look like Diamonds) with a Diamond Tester in Front of the Customer at the time you take in Repairs. It only takes another Minute or Two, but it will certainly Save you Quite a Headache later. Do this Religiously!
That way, you and the Customer know whether the Stones are Genuine or Not.
There is No Doubt!
And the customer can decide right then, right there, what to do. Repair it as is, or Replace it with a Real Stone. It’s their Decision!
Take a Closer Look
Calling a Customer after the Fact and saying “Did you know that your Diamond was Chipped?” is always a Horrible Call. The Customer will think YOU Chipped their Stone and want YOU to Replace it for FREE!
If you don’t Catch it up front, they won’t Believe you!
So get in the Habit of looking closer at all the Stones you take in. ESPECIALLY Large Carat Weight Diamonds! Check for Damage, Chips, Fractures, or Cracks! It’s A MUST!
Also Check these things…
While you’re taking a closer look, Check out the Prongs and Mounting as well.
Look for Cracks in the Prongs, Jagged Prongs, Lifted Prongs, Missing Stones… YES! You’d think someone would Notice a Missing Diamond, but often the Ring is so Dirty it’s Hard to Tell.
Also check the Karat Stamps and any Engraving!
If the Prongs are Lifted and Snagging you’ll easily see Hair, or Clothing Fibers Caught under the Metal. These can also get Caught on the Buffing Wheel and Snapped off if Not Fixed.
It’s Wise to Suggest these Types of Repairs to your Customers “Your Prongs Need Rebuilt” or “Your Prongs are Lifted and Need to be Burnished” (Laid Flat on the Stone).
If you don’t Fix it Now, that Prong will come back to Haunt you in the Future. “I just had my Ring Repaired here, they didn’t say anything was Wrong with the Prong!”
Just Slow Down and Look Good
This gives you Ample Time to Notice if the Prongs are Low and Worn. Usually Prongs Wear Down like Tires on a Car. If one Prong is Low and Breaking, that generally means that MORE Prongs are in Need of Repair as well. Having one Built up, while the others Remain Low, just makes the Ring Unsafe, Unbalanced and Weird Looking!
They should all be Repaired at the same time. Just to make them Uniform in Appearance and Durability!
Check the Karat Content
Look at the Karat Stamp so it can be listed on the Repair Envelope. If the Ring is 18k Gold Versus 14k or even 10k, the Price of those Repairs should Cost More! The Richer the Gold, the more the Materials will Cost.
You’ll also be able to Catch if it’s White Gold versus Platinum. That’s a HUGE Leap in Price! You don’t want to be the one to Eat that!
Check for Engravings too, because if the Ring is being Sized Up or Down, chances are the Engraving will be Cut out, Filed, or Polished off. You’ll probably have to Re-Engrave the item, which would also Add Cost to the Repair!
Check the Design
Also Check the Design of the Ring. Will it be Cut? Altered? Not Line Up? Make sure the Customer knows that there will be a Break in Design. Don’t Inform them after the Deed is Done.
Can it Be Sized up that Much?
Check the Thickness of the Shank. Is it Too Thin to Work on? Is it Bending? Oval in Shape? Is it Thin like Paper?
Noticing the Rest of the Ring when they bring it in for a Simple Prong Retipping can be a Huge Benefit to Customers (Prevent Future Damage or Loss of their Ring), and a Benefit to your Bottom Line as well. It’s just Smart Business!
I can’t tell you how many times an Employee will take in a Very Thin Ring for a Sizing Job, and Expect the Jewelers to Size it up 4 Full Sizes! That’s Not Cool! It’s not going to happen!
4 Sizes will need a Much Thicker and More Durable Shank.
And that’s Not Cheap!
Make sure the Customers and Employees know that in Order to take in such a Thin Ring with a Thin Band, the Shank will need to be Beefed up and Thickened. Otherwise, it’ll just Bend and Break and be back in for Repair Next Week.
This Kind of Service doesn’t make you Look Good. You need to Educate your Employees on what to Check for and how to Charge Correctly for these Repairs.
My Last HUGE Tip!
Look at the Diamonds well!
If it’s an Engagement Ring, Wedding Set, or Solitaire, take Extra Time Recording the Condition of the Ring and the Stones.
Use a Microscope and Check the Diamonds under 10x Magnification. Take the customers to the Microscope so they can look as well.
Look for Chips, Cracks, Search for Inclusions, and Point them out. That way, Everyone is Aware of Where the Flaws are and What they Look Like.
Make sure that the Diamond you’re taking in is the Same Diamond they’re Getting Back!
It’s Protection for yourself, your Reputation and your Customers.
This is what I do…
I Draw a Diagram of the Ring or Jewelry on the Back of the Repair Envelope. Like so…
Take it one Step Further…
Draw a Circle (or Whatever Shape the Stone is) and Jot the Flaws down!
Note any Large Flaws, Cracks, Fractures or Features in the Ring as you can. “There’s a Large Black Spot at the 2:00 Position” “There’s a Small Chip on the Girdle at 6:00”
Draw them on a Little Diamond Plot. Like so…
Note anything else that Needs Attention. The Shank is Thin and Breaking. The Prongs are Low. The Head is Crooked.
Have the Customer Initial the Slip stating that they Understand the Condition of the Ring when it was dropped off.
Protect Your Butt!
If the Customer Doesn’t Want the Prongs Fixed, or Diamond Replaced, note this on the back. Let them Initial that they Understand this could Pose Problems in the Future and they take Full Responsibility.
Doing this will Save you the Aggravation of having to Retip Someone’s Prongs at No Charge because “They weren’t Low when I brought them in!”
Slowing Down and taking the time to Completely Look at the Jewelry will Help your Business. Plus, your Customers will Thank You!
If it keeps them from Losing a Sentimental Stone, then it’s Well Worth the Extra Minute it takes to be Efficient.
It’s A Win-Win Situation!
Because the last thing you want to Hear is: “Why didn’t someone tell me my Prong was Broken?”
Scrutinize the Jewelry
Jewelry takes a lot of Abuse. It’s your Job to Spot it!
And chances are Very Good that you’ll Spot Things that weren’t so Obvious. But only if you take the time to do so.
Remember, we are the Pros. Customers come to us for Guidance. They Want their Jewelry Repaired Properly, even if it Costs them a Few more Bucks!
If you do a Sloppy Job or a Rushed Job, You’re Only Hurting Yourself.
And that’s something that can’t be Repaired!
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