Great customer service is all about patience and, from the start, listening and then offering the correct design advice.
At the Bristol store one day we had one of our gem dealers in showcasing an amazing selection of loose coloured stones. Store manager Brano takes up the story from there…
“As I knew one of our good clients, Sally, would be interested, I phoned her asking if she would like to come in to see this fabulous selection.
Sally comes in asking about aquamarine and the dealer reveals a stunning octagonal 26ct aquamarine of the most beautiful sky-blue colour, which she totally falls in love with.
Over the next few days, we produce several designs (rings, pendants, necklaces) using the stone but Sally is still unsure.
I remind her of our unique ‘peace of mind’ service where any commission we make comes with a three month period where the client can come back to us and have the piece tweaked until they are completely satisfied, free of charge.
Eventually, we settle on a pendant design Sally felt ‘this was the one’
When the finished piece was eventually first shown, Sally was flabbergasted, speechless and absolutely smitten with the result.”
Sally said: “I never felt like I couldn’t raise a query, be very particular or ask for something out of the ordinary. I felt very comfortable coming into the store and the end result is simply out of this world and I adore it!”
Sally is a professional ‘Dog Whisperer’ and trainer, working with owners to help them understand what their dogs really need.
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