You know what is as important as your employees that can make or break your business? It’s customer service. It plays a significant role in every business.. If you keep them happy, they will keep coming to your shop. Or else, if you misbehave with them, they will simply lose interest in your business.
This goes for your jewelry repair shop too. There are 69,800 jewelry stores in the US, including retailers, repairs, and wholesale businesses. With time, it is getting challenging to attract clients as there are a number of other service providers as well.
Therefore, we will let you know some of the best customer service hacks. Along with that, you will learn how jewelry business software can help you enhance communication with clients. Stay with us.
Behave well and Greet Customers Warmly
We all know how expensive jewelry items can be. Some of them even cross up to several thousand dollars. So, mostly, you would be dealing with people who belong to the upper middle or elite class. They don’t want anything but respect. They can compromise on the pricing but can’t on the behavior of your staff and their expertise.
So, whenever a customer checks into your shop, give them a warm welcome. Ask them if they would like any tea, coffee, or cold drinks. In the same way, if they revisit your shop complaining about the repair job, don’t panic and argue. Instead, take a look at their gemstones and jewels and see if you can offer them a complimentary repair service.
Listen to their Concerns
Listening to your customers carefully and actively will give them the impression that you care about them. Whenever someone walks into your repair store, let them explain what they have been going through. They will tell you what type of repair issues or services they are looking for their jewels.
You can also ask questions to clarify your concerns. For instance, you can ask them, “Do you only want me to polish this necklace? Or “It’s just that you want us to fix the hook for this bracelet.” Also, you can repeat what they have said. It will help you confirm the job and build trust and rapport.
Keep Customers Informed
It happens most of the time that customers want quick responses from your side. They want you to fix their broken jewelry pieces quickly and let them know the repair status. But it can be really frustrating
- Get back to them through emails or calls
- Remain available every time
- Keep asking your technicians to finish the job quickly
Sometimes, it can be hectic. Specifically, during weekends and the holiday season, you have more visitors than usual. And you can’t just stay in touch with all of them the entire day.
This is where software for repair shops comes into play. Using this system, you can create a repair ticket against every new repair job. Then, you can assign it to any of the employees or technicians. Whenever the job is finished, a notification will be sent to the customers. So they would know when to revisit you and pick up their items.
Quality Should be your Priority
However, quality of service has a major role in boosting the customer base for almost every business. It becomes even more crucial in the repair industry. If you lack it any time, the customer won’t be returning to your shop.
Thus, you need to have the best techniques in your lab. If someone wants to learn the skills and techniques to repair jewelry, you can allow them only if they have a true passion for gemstones, jewelry, gold, etc. In addition, ask your employees to have a look at the best techniques for common jewelry repairs. It will help them understand the importance of every repair process done while fixing a piece of jewelry.
Offer Clear Pricing
If you ever try to maximize profit out of one customer, you are making them go away. They won’t ever visit your lab if they get to know that someone is charging way less than you do. So, to offer great customer service, you don’t need to do that. Stay humble and honest, and offer competitive pricing. It will surely entrust them to your business, and they will revisit you whenever they need a repair service.
You also use jewelry business software to send them quotes and prices for different repairs and accessories. Also, you can use a repair price calculator to estimate the price of your repairs. Just enter the cost of the part, labor rate, and time, and it will let you know the details.
Final Words
Excellent customer service can be beneficial for your business. It can set your jewelry repair shop apart from other competitors in the market, town, or even in the city. So, implement these hacks and create a memorable experience for your customers.
