This is a familiar scenario when selling handmade jewelry. A
customer walks in and your mind is filled with possibilities. They seem very
interested in your collection and then they ask would it be possible just to
buy a single charm, instead of the grouping. To that they add that wouldn’t
need the chain either. On top of that they ask if they could get a box. The first
instinct is to say no. After all, you’re not a supplier of jewelry findings you’re
an artist. A designer.
This sort of thing does happen and it’s not a bad idea to
decide ahead of time how to handle these situations. While you may very well
say no to some requests, there is also good reason why you might consider saying yes to other requests.
We all love immediate sales, but building a business and a
strong brand does not happen all at once. Nor will a business thrive when we don’t
take into account that customer relationships need nurturing. Maybe that
customer who we label “cheap” is not buying from us today, or even tomorrow,
but later they send other customers our way.
Perhaps a year from now they will remember how much they
loved the collection and the gracious customer service. When we make
assumptions and project onto potential customers, we close the doors to
When Holly and Paul go shopping at Tiffany’s they don’t have
much money to spend, but what the sales clerk doesn’t know is that Paul, who is
a writer, has just published one of his stories and likely his career as a
writer is just beginning. Both Holly and Paul also rub elbows with some pretty
prominent people in society and although Holly is not yet willing to admit it,
she is falling in love with Paul. Who knows, the two may be returning to
Tiffany’s in the near future for an engagement ring.
Let’s say the store clerk didn’t give them the time of day. Would Holly and Paul tell all their society acquaintances about the dismissive service at Tiffany’s? Point is, none of us really knows what to expect from
potential customers, but what we do know is that if we implement a high
standard for customer service and make that part of our brand message, we stand
to gain a lot.