Quality craftsmen to the jewellery trade
How to help prevent customer complaints
The following needs to be considered when taking in repairs:
· “One minutes information is far better than an hours explanation”
It is important that you explain to your customer’s anything that may be relevant to their repair.
e.g. If a rope chain is repaired it will probably be slightly shorted when it is returned. The more breaks the shorter it will be.
· Once you have told the customer, you will then need to note down on the customer’s repair receipt what you have told them
This is important if for any reason the customer is not satisfied with the work that we have carried out.
· You need to avoid building up your customer’s expectations higher than we will be able to fulfil.
e.g. If we replace a setting for a customer then you should be telling them that it will be replaced with the nearest possible match, but it will look different to what it looks now. For a start the claws will further over the stone. The claws will be bigger and may stick out more etc. It would be true to say to your customer “You won’t recognize it when it comes back”. It will probably look more like it did when it was first bought, than what it does now.
· Your diligence when taking in a repair is vital.
If the receipt is correctly filled out then it doesn’t leave you open to the following potential problems, 1. A different job being carried out to what you required or 2. A customer complaint because you didn’t explain and record on the receipt how the work being carried out would affect their item.
It needs to be remembered that all work carried out by our workshop is guaranteed for 12 months
The guarantee only covers the work carried out and not the whole item.
Finally, if you fail to correctly tell your customer’s all the relevant details and record them on then receipts, then the following needs to be taken into consideration:
· When customer’s complain they are not all dishonest and trying to “get one over you”.
· Many will believe that what they are telling you is correct.
· If you missed some damage etc, (or did not note it on the receipt), then you COULD BE lIABLE!
· The first time that your customer will closely look at their jewellery, generally is when they get it back from repair. If they haven’t noticed the damage before, they will genuinely believe that you/WE have done it.
The following are the most common reasons that jewellery repairs are sent back as return jobs when they are not:
· On the original receipts no diagram was included to help you and the customer identify which stone was replaced. The workshop will be able to tell you.
· The chain is broken in a different place. On the original receipt the distance from the bolt ring or the jump ring was not measured. The workshop will be able to tell where it has been repaired.
· If the shank is very thin when it is repaired it will have no real strength and will break or bend quite quickly. The customer needs to be advised that the ring requires a new ¼,½,¾ or full shank.
The customer’s expectations were raised too high
· If something is repaired it will never return like new (unless it’s just a jump ring solder etc.) If the setting is replaced it will not look like it did before it went away. The setting may be slightly different to the old setting which was worn. More of the stone will be covered by the claws etc.
The item has obviously been abused.
· If the item has obviously been abused it should not be returned as a return job.