The sighting: Superstar Rihanna was spotted in Las Vegas wearing a very sparkly watch in an unexpected way.

The jewels: Rihanna is wearing a custom watch anklet by Jacob & Co. The watch is valued at $400,000 and is covered in emerald and round cut white diamonds.

I think she may also be wearing some pearls under that jacket , but it’s hard to tell.

The trends: If Rihanna keeps wearing watches everywhere but on her wrist, other people are going to start getting more creative with their watch-wearing, too – it’s inevitable. Rihanna is just too influential for her style to not spread.

What do we think? When Rihanna wore a Jacob & Co watch as a choker, I appreciated the creativity but wasn’t overly excited about the look. It felt a little forced, more gimmicky than natural.

The ankle watch styling works much better for me. I’m not even entirely sure why: maybe the cleverness of switching extremities appeals to me more than just slapping a watch on a random body part? But this feels spontaneous and fresh and chic, much more than the watch choker ever did. It’s not any more practical than the watch choker, but I find it much cooler.

Judgement: 16/10 for super fun, creative styling.

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 appeared first on INSTOREMAG.COM.

If there’s one thing outside of your control that could wind up determining the success of your holiday selling season, what will it most likely be?

• The state of our national economic condition (i.e., inflation, the war in Israel and the Ukraine). Online sales also can hurt. — Gene, John and Krista Poole, Hudson-Poole Jewelers, Tuscaloosa, AL
• My health. I’m experiencing a health challenge I hope to be resolved soon! — Kas Jacquot, Kas A Designs, Jefferson City, MO
• WEATHER!! Especially on or near 12/20 and later. A bad storm can ruin us and make me puke … — Tom R. Nelson, Nelson Jewelry, Spencer, IA
• I need more sales staff who are substantively knowledgeable about jewelry. I need more people on the floor who can sell diamonds. I need to clone myself times three. The success of holiday relies almost solely on the number of good people I have on the floor. — Andrea Riso, Talisman Collection, El Dorado Hills, CA
• We’ve had a lengthy search for another jeweler. There’s a limited pool, and the vast majority have low level skills. The top level jewelers have mostly aged out or are about to. This will impact our growth. — Debbie Fox, Fox Fine Jewelry, Ventura, CA
• Snow: When it flies, we get busy. Smiles: If our farmers are happy, so are we! Wine: The more it flows, the better the holiday celebrations have been (and everyone is in a good mood!). — Erika Godfrey, Hawthorne Jewelry, Kearney, NE
• One of my competitors just announced her retirement sale. It appears that she hired a professional sales company and they have brought in a lot of cookie-cutter merchandise. I expect sales will be off as much as 50%, but in the long term, I will survive because I own nothing and have a fully stocked store and a cash cushion. My biggest challenge will be keeping the staff from becoming too disheartened. — Edwin Menk, E.L. Menk Jewelers, Brainerd, MN
• The same financial nervousness that has affected my selling success all year. I’m hopeful that gift-giving will open some wallets. — Janne Etz, Contemporary Concepts, Cocoa, FL
• The health and wellness of our sales team and our customers. Our city is experiencing an uptick in COVID and flu, causing the store to be short-staffed during busy sales days and customers fearful of shopping in-store. — Beth Greene, Conti Jewelers, Binghamton, NY
• Our weather. If we get ice, it can be brutal. The snow doesn’t really slow things down too much, but you can’t get around on the ice. — Sherrie Schilling-Devaney, Sherrie’s Jewelry Box, Tigard, OR
• Lab-grown prices this year. — Gene Arthur, Arthur’s Jewelry, Reidsville, NC
• Weather can sometimes be a factor that affects sales, for better or for worse. If it feels like Christmas outside, then people are in a buying mood. But if it feels too cold like the North Pole outside (or too hot like Santa’s beach house), people seem like they are less in the buying mood. — Kyle Bullock, Bullock’s Jewelry, Roswell, NM
• Media casting doom and gloom. — Willa Dickens, Herteen & Stocker, Iowa City, IA
• The weather and scheduling of the NFL. — Cindi’s Diamond & Jewelry Gallery, Foxboro, MA
• How much people want to spend. People are tightening their belts now, so I’m pretty sure that will impact us during the holidays. — Rick Sanders, Sanders Jewelers, Gainesville, FL
• Customers’ attitudes toward the holiday. If the feeling is upbeat, happy holidays! If things feel dark and moody, it will be reflected in holiday sales. Lucky for us, we realized the folly of living all year for a make-or-break holiday years ago. We do our best, but it never rocks our boat because we are always busy with the next project. — Jo Goralski, The Jewelry Mechanic, Oconomowoc, WI
• Government. Yuck!! Don’t get me started! — Rick Nichols, Nassau Jewelry, Fernandina Beach, FL
• Re-re-re-birth of COVID? Maybe a tsunami from Lake Michigan? Asteroid showers? After the past couple three years we are prepared for anything short of the Big One. — Cliff Yankovich, Chimera Design, Lowell, MI
• I think the unrest in the world has a lot of people nervous. — Patty Gallun Hansen, Dorothy Gallun Jewelry, Cedarburg, WI
• War. It has already impacted our sales. — Gregory Fliegauf, Fliegauf Jewelers, Washington, NJ
• People telling their friends and family about where to shop for jewelry. — Dave Fadel, Fadel Enterprises, Bountiful, UT
• That’s easy: the whimsical, irrational, entirely pattern-free inclinations of online jewelry buyers. — Gretchen Schaffner, Eytan’s Designs, Sherman Oaks, CA

The post Out of Your Control? Our Brain Squad Tells What Could Affect Sales This Holiday Season appeared first on INSTOREMAG.COM.

CrownRing Makes A Perfect Fit

CrownRing Bridal House Acquires M-Fit and My Caroline Collections from Merit Diamond

CrownRing Bridal House proudly announces the acquisition of M-Fit and My Caroline collections from Merit Diamond, effective as of January 1st, 2024. This significant move solidifies CrownRing’s position as a leading force in the jewelry industry. This strategic acquisition represents CrownRing Bridal House’s commitment to delivering unparalleled quality and innovation to its customers, as well as expanding its reach in the North American market.

M-Fit and My Caroline are renowned for their innovative designs and reputation as the most comfortable fit. The patented interior ensures minimal pressure points, allowing the skin to breathe freely, setting these collections apart in terms of both design and functionality.

“We are thrilled to welcome M-Fit and My Caroline to the family,” said owners of the CrownRing Bridal House. “Their exceptional craftsmanship and unique design philosophy, particularly the unmatched comfort fit offered by their patented designs, perfectly align with our commitment to excellence. We are excited to continue the legacy of these brands and further enhance their presence in the market through our expertise and state-of-the-art production facilities.”

CrownRing Bridal House’s state-of-the-art facility will now oversee the production of M-Fit and My Caroline collections, ensuring that the superior quality standards synonymous with the CrownRing brand are maintained and upheld.

The M-Fit’s patented interior is designed to minimize pressure points, allowing the wearer’s skin to breathe freely.

The dedicated team at CrownRing Bridal House is enthusiastic about leveraging their marketing, merchandising, and sales expertise to amplify the presence of M-Fit and My Caroline in the industry. New programs are already in development to support and empower retailers in maximizing the potential of these unique products.

For any inquiries related to the M-Fit and My Caroline collections, please contact the sales team at sales@crownring.com.

About CrownRing Bridal House:
CrownRing Bridal House is a leading manufacturer of exquisitely crafted jewelry, renowned for its commitment to quality, innovation, and customer satisfaction. With a rich history spanning over two decades, CrownRing Bridal House continues to redefine luxury in the jewelry industry.

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As part of the company’s deepening collaboration with Richline Group, Inc. and its sister companies, Rio Grande customers now have a direct connection to thousands of high-quality natural and lab-grown diamonds from one of the world’s diamond trading centers. This advantageous opportunity presents a refined and innovative diamond-shopping experience that makes it easy to filter desired diamond specifications, view lab reports for lab-grown diamonds, place special orders and more. Rio’s optimized shopping platform simplifies the diamond sourcing process without compromising quality or ethical standards. New inventory is updated daily and will continue to expand in 2024.

Rio & Richline
Richline Group and Rio Grande have strengthened shared core principles of environmental stewardship, responsible sourcing and a strict adherence to supply chain integrity from mine to storefront. As members of the RJC (Responsible Jewellery Council), Rio Grande and Richline diligently vet diamond partners for their ethical standards. Additionally, Rio Grande does not trade “conflict diamonds” under the purview of the international Kimberley Process (KP), assuring responsible, conflict-free diamond sourcing.

Founded in 1944 and located in Albuquerque, New Mexico, Rio Grande has over 75 years of exemplary service in the jewelry industry. Rio joined Richline Group—a top precious metals and materials manufacturer and subsidiary of Berkshire Hathaway—in 2013.

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(PRESS RELEASE) GN Diamond has created an App on the App Store to provide jewelers with one of the quickest and easiest tools to search for diamonds and diamond jewelry. This is the easiest mobile and desktop search for diamonds and finished jewelry. Save searches based upon your favorite criteria and see previous searches. You can easily share information with your retail consumer via text and WhatsApp. Pricing is readily available once you log in. This is a simple tool to have, and it could not have arrived at a more convenient time than during the holidays.

Through numerous suggestions from our retail partners, GN has developed this app for quick searches and quick knowledge regarding natural and lab loose diamonds and classic, lab and natural finished jewelry.

Simplify your diamond presentation with light brilliancy to close more sales when being shopped. A light brilliancy score is easily visible when you click on the details for each diamond.

Most importantly, weekly specials are listed for all retailers to take advantage. Simply email or call us to get more information or to order any of our special features.

Marketing tools with free digital ads provide jewelers with creative ideas for email blasts, social media and advertising campaigns.

Here is the link for the GN Diamond Brand new APP.

GN Diamond looks forward to growing and continuing to help our retailers close more sales, increase profitability and market share. We welcome your feedback by calling 800-724-8810 or by email at sales@gndiamond.com. Wishing everyone continued success, health and happiness for the balance of 2023!

The post GN Diamond Announces a New APP to Provide Jewelers with a Quick and Easy Diamond Search appeared first on INSTOREMAG.COM.

“The holiday bustle can be a stressful time for retailers. Sales associates and managers shouldn’t have to be concerned about their safety on top of everything else,” said Sharon Hong, VP, Ecosystem Solutions at Motorola Solutions. “Our report found that retail workers are looking for more technology that can help them be better aware of safety threats, spot illicit activity and communicate quickly and seamlessly with other employees and first responders should an incident arise.”

Key findings from the report include:

• Low-tech communication channels are still heavily relied upon during store emergencies: Retail workers and managers said they access landline telephones (58 percent) and PA systems (45 percent) to report store safety concerns while nearly one-third (28 percent) would rely on yelling to inform coworkers of an incident. These methods do not often enable a quick connection with public safety officials should store employees need immediate help.
• Technology can play a meaningful role in increasing retail workers’ feelings of safety: Respondents said their stores currently feature video security systems (76 percent), alarm systems (64 percent) and merchandise sensors (44 percent), but that additional technologies would make them feel safer such as artificial intelligence (AI) to detect guns (42 percent), access control systems to lock doors when threats are detected (36 percent), wearable/mounted panic buttons to alert for help (30 percent) and license plate readers to identify vehicles associated with criminal activity (30 percent).
• Some retailers are updating their safety and security protocols to support preparedness: Respondents reported progress in terms of preparedness and awareness. About one-third (36 percent) said their employer has introduced a new worker safety measure in the past 12 months, with top changes including increased emergency response training (49 percent), more timely communication about in-store incidents (41 percent) and additional security personnel (33 percent).

The survey for the study was done by the independent market research firm Researchscape, and involved responses from more than 1000 retail store associates and managers in November.

Click here for more from the survey.

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After the inaugural event in August 2023, this exclusive trade show for the fine jewelry industry has proven to be a successful event, drawing in retailers from the Midwest and across the country and offering buyers a chance to stock up on inventory before the holiday season.

William Jones IV, of Sissy’s Log Cabin in AR and TN, raved, “What a great show, a great place to collaborate with retailers and the top vendors in the nation. The INSTORE Show is a great event to bring staff to experience what it’s like to run and inventory your store. With the talks, the vendors, and the Chicago experience, it is a must visit.”

The INSTORE Show 2024 is the gateway for retail store owners, managers, and buyers to connect with leading vendors and service providers, discover the latest industry trends, and immerse themselves in a conference program that lives up to the INSTORE name.

Beyond buying from well-known and respected exhibitors, the show is also known for its interactive networking opportunities, including the Saturday Welcome Reception and the Sunday Evening Play It Cool Party.

“The feedback we received after last year’s show was very positive,” said Matthijs Braakman, CEO of SmartWork Media, which owns the INSTORE Show. “Retailers and exhibitors alike have been requesting this show to return for several years now. They especially enjoy hearing the success stories of other area retailers and having the ability to place their orders easily and efficiently. At bigger shows, retailers just can’t get the face time they want with the suppliers they’ve done business with for years. The INSTORE Show also offers a big punch of fun in a venue that’s easily accessible and close to Chicago for after-hours dining and entertainment.”

Highlights of the 2024 show include:

• Bench Pressure Challenge: A popular, no-holds-barred contest to see who is the best on the jeweler’s bench.
• Cram Day: A full day of pre-show education, featuring retailers and experts sharing best practices.
• INSTORE Buying: Over 200 booths featuring the industry’s top vendors and service providers.
• Saturday Welcome Reception: Mingling with jewelry pro peers and making new connections at the show kickoff.
• Play it Cool Party: An evening of networking and fun with fellow retailers and vendors and celebrating the winners of INSTORE’s 2024 Cool Stores competition.

“I didn’t know how much I missed this show until it was back,” shared Karen Hollis of K. Hollis Jewelers in Batavia, IL. She continued, “I loved all the different break-out sessions and found that there was something for everyone in every session offered. I found a couple of new designers that I’m really excited about too. It is always great to see fellow store owners and staff at these events. It is fun sharing ideas and thoughts about our amazing industry. Looking forward to the next show and will continue to read INSTORE magazine because of all the great ideas shared with us all.”

For media inquiries or more information about The INSTORE Show 2024, visit theinstoreshow.com or direct questions to info@theinstoreshow.com. To learn more about 2024 exhibiting and sponsorship opportunities, download a copy of the 2024 Exhibitor Prospectus and Booth Application, or direct questions to exhibit@theinstoreshow.com.

About The INSTORE Show 2024

The INSTORE Show 2024 is the premier trade show for independent fine jewelry professionals and industry suppliers. Presented by INSTORE magazine, this event offers a unique platform for networking, education, and discovering the latest industry trends and products. Join us in Rosemont, IL, from August 11-12, 2024, for an unforgettable jewelry industry experience.

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 appeared first on INSTOREMAG.COM.

What effect are the dropping prices of lab-grown diamonds having on your diamond sales?

• We finally established an in-house protocol for lab diamonds trade-in policies so both the store and the customers are treated fairly. For trade-ins, I will give you the going market rate on lab-grown diamonds. With this policy in place, I feel good about selling and educating my customers on lab diamonds. Many millennials come in with a juicy diamond budget, but lab buyers are looking for SIZE with smaller spending margins. Quality is not an issue, most shapes are available. We do custom anything, so realistically the only sticky wicket is being up front about trade-in value. I like presenting my clientele with a smorgasbord of options to fit their particular idea of the perfect ring! — Denise Oros, Linnea Jewelers, La Grange, IL
• Sales of lab-grown continue to outpace natural diamonds. We now sell more labs in count and total dollar amount (sales AND profit) than naturals. — Jim Tuttle, Green Lake Jewelry Works, Seattle, WA
• They are making me glad I never sold lab-created diamonds. I don’t have to explain why lab-grown diamonds are like used cars … — James Doggett, Doggett Jewelry, Kingston, NH
• Total sales dollars are less because of it, but it seems like the demand is up — so it evens out. — Cathy Miller, Caleesi Designs Jewelers, Austin, TX
• None at all. It actually gave us an opportunity to make more profit. As the prices dropped, we were able to hold the line onto our pricing and then make more profit doing so. — Alex Weil, Martin’s Jewelry, Torrance, CA
• We’re selling more with added disclosures about lab-grown being for beauty and savings, with no guarantee of future appraisal/replacement value. We also stopped trade-up offers. In one case, we had a lab-grown center on memo, we returned it to the vendor, we called it back within four weeks for another viewing and the price was half. That is hard to explain. — Jill Keith, Enchanted Jewelry, Danielson, CT
• It is very frustrating since customers are finding prices online that are hundreds of dollars less. That is why we do not buy them and only memo them. — Karen Hollis, K. Hollis Jewelers, Batavia, IL
• Jewelers are the only ones worried about it. — Ragnar Bertelsen, Ragnar Jewellers, Vancouver, BC
• Customers are becoming more informed that lab diamonds have no real value. We are seeing more clients buying natural. — Elizabeth Saba, Presley Co. Fine Jewelers, San Diego, CA
• We’ve noticed a marked uptick in requests for nontraditional engagement rings featuring sapphires, dirty diamonds, or heirloom old-cut diamonds; we think this is an inevitable result of lab diamonds. — Gretchen Schaffner, Eytan’s Designs, Sherman Oaks, CA
• Younger people love the look and price of the lab-grown diamonds. Older generation want the tried-and-true “grew in the ground.” — Mary Jo Chanski, Hannoush Jewelers, Rutland, VT
• To me, lab-grown diamonds and mined diamonds are two separate product categories and attract different types of customers. Therefore, the price does not become an issue. — Patty Gallun Hansen, Dorothy Gallun Jewelry, Cedarburg, WI
• Lab-grown diamonds have killed the sale of our lower color and blurry natural diamonds. Mined diamonds are very slow right now, overall engagement rings are slow. — Nicholas Pronko, Steve Pronko Diamonds, Dickson City, PA
• They are dropping enough I don’t feel comfortable with the value for more than a week. Mined has a much steadier value. — Valerie Goodwin, Vaughan’s Jewelry, Edenton, NC
• It just leaves people confused. the diamond, once the main focus of the jewelry industry, is taking a back seat. — Steven Wardle, Forest Beach Design, Chatham, MA
• The number of diamond sales has risen, but the average ticket price has gone down. Lab-grown sales are up and mined diamond sales are down. The price divide is growing, and it’s hard to find a mid-priced option. — Dianna Rae High, Dianna Rae Jewelry, Lafayette, LA
• Steady on. Customers don’t know that gold used to be $250 an ounce, not $2,000, just like they don’t know what diamonds cost before they needed one. We sell both, but labs are super easy with my older ladies. — Jo Goralski, The Jewelry Mechanic, Oconomowoc, WI
• We are seeing an increased demand for natural diamonds. There have been fewer customers asking for lab diamonds, The growers and distributors have ruined the lab market by overproducing; there was room for everyone to make money. Tom Schowalter, Miner’s Den Jewelers, Royal Oak, MI
• Rapidly decreasing prices are making some clients more intrigued with lab-grown diamonds, while an equal number are shying away as they are not viewed as an asset. End result is equal to date. I expect lab-grown sales to soften. Steven B. Goldfarb, Alvin Goldfarb Jeweler, Bellevue, WA
• We’ve started carrying some since the price drop. I was skeptical until the price has seemingly stabilized. Gene Arthur, Arthur’s Jewelry, Reidsville, NC
• It is lowering our average sale and gross dollars in the door, but profit percentage is up. It has created new buyers in the category that weren’t before. Joel Wiland, J. David’s Jewelry, Broken Arrow, OK
• It hasn’t had an effect yet, but it’s pretty clear the manufacturers put out too much supply and killed the market. There is almost no value left in lab diamonds. At this rate, they’re going to be virtually worthless. Sydney Nusinov, Charles Nusinov & Sons, Parkville, MD
• Sales volume and demand are still strong, but margin and bottom-line dollar profit have deteriorated. It won’t be long before we stop offering lab-created diamonds because there is no way to make profit. Jeremy Auslander, Roxbury Jewelry, Los Angeles, CA
• Interesting. The dramatic drop in lab diamond prices has created an entry point for some who didn’t feel they could afford a nice-size diamond. And at the same time, we’ve seen customers who were considering a lab diamond decide on a mined diamond because of its price stability. Bill Elliott, Ross Elliott Jewelers, Terre Haute, IN
• Prices of lab-grown diamonds have only been dropping. The real question is how are sales of lab-grown diamonds affecting cash? The jeweler that is enamored with lab-grown because the margin is higher may be missing the critical piece: cash in hand. Bob Goodman, Robert Goodman Jewelers, Zionsville, IN
• Lab is easy … almost lazy. We still make a beautiful margin, so it’s difficult to have the desire to push natural. There was a time when I never sold lab-created stones (color), never stocked sterling, never even entertained alternative metals. All of those have a place in my store today. So does lab. It’s viable for the customer and for us. I mean, in small-town middle America in selling 5-carat lab diamonds. In my 25-plus years, I’ve only done that a handful of times for natural. It’s fun to see the client’s eyes twinkle! And again, I get to make money, and that makes my eyes twinkle. Erika Godfrey, Hawthorne Jewelry, Kearney, NE

The post How Dropping Lab-Grown Prices Are Affecting Diamond Sales, According to the INSTORE Brain Squad appeared first on INSTOREMAG.COM.

Do you hold sales contests for your staff?

Yes: 35%

• Fun contests, no serious competition but good reward. I don’t want to create a more stressful environment for my staff. — Nathan George, Joshua’s Fine Jewelry, Russellville, AR
• We play “Pass the Honey.” On a busy Saturday, I give $100 bill to the first person who makes a sale, then they have to pass it to anyone who makes a sale larger than theirs. At the end of the day, the salesperson with the largest sale keeps the “honey.” — Dianna Rae High, Dianna Rae Jewelry, Lafayette, LA
• To motivate them and to have some FUN. One of the many contests we are doing is Christmas Bingo. This one is held with six other jewelry stores around the USA. Big prizes here (NOT). Just bragging rights. Just a small sampling of the bingo squares include, “I’m a Good Customer”, “Day Drinker”, “Jewelry Licker” and “Smell them before you see them” … It’s a lot of fun. — Doug Meadows, David Douglas Diamonds & Jewelry, Marietta, GA
• We do, but in specific, sporadic and fun ways with special thought to try not to create unhealthy competition between our team members. — Jennifer Hornik Johnson, Miller’s Jewelry, Bozeman, MT
• We have bingo cards where each square represents a service or a sale in a different area of the store. It trains and keeps all areas top-of-mind and staff earn money filling out their bingo card! — Debbie Fox, Fox Fine Jewelry, Ventura, CA
• Some extra incentive to reward them for their creativity and hard work. — Georgie Gleim, Gleim the Jeweler, Palo Alto, CA
• Our staff is highly competitive, and they have a lot of fun with contests. — Dorothy Vodicka, The Gem Collection, Tallahassee, FL
• Sometimes I put “bounties” on old or slow-moving items to move it. — Krystal Shiklanian, Radiant Fine Jewelry, Plymouth, MI
• We do Customer Bingo to make the days fly by and line their pockets. I got a finger licker today! The laughter and the banter are worth the day it takes to design and print the random square cards. $100 to whoever wins. Then we start again … so much fun and great rivalry. Never saw employees try so hard for the goofball clients. Add-ons — that will add on to your check with a loftier percentage commission bonus. Be creative, have fun, be the best team because you can be. Make it so No. 1! The holidays are supposed to be F U N! — Denise Oros, Linnea Jewelers, La Grange, IL
• We run five different contests! Total sales, team sales, gross profit margin, most aged, appointments. — Tom Duma, Thom Duma Fine Jewelers, Warren, OH

No: 65%

• I should, but I neglect this part of my business. This question reminded me to get to work on running a sales contest. They are motivating and fun. — Howard Knopf, Robert Irwin Jewelers, Memphis, TN
• I pretty much am the sales staff. Sometimes I look at a piece and say, “This week, you must find a new home.” — Ellie Thompson, Ellie Thompson + Co., Chicago, IL
• I want them to be a team, not competing with each other. Do not “steal” a customer that is known to be seeking a particular staff member. — Gary Richmond, Van Horne & Co., Granger, IN
• It’s a family business, so we don’t compete with each other. — Arturo Carrera, Eclipse Jewelry, San Diego, CA
• My team does not do well with individual spiffs — they get sharky or scared about it. Team commissions and rewards have always done better if we did anything like a contest. — Kyle Bullock, Bullock’s Jewelry, Roswell, NM
• I’ve tried contests several times. No positive results. — Peter Tims, White Mountain Jewelers, Show Low, AZ
• From a consultation with Shane Decker, I learned what motivates me as well as staff … competitive sales contests were not on the list. We’re helpers and doers. And I’m much more spontaneous, so I’d rather surprise them with a gift card or time off for a business goal I couldn’t have achieved without them. However, our daily goal is to sell more as a team than last year, celebrate every sale and give each other feedback often through each day … things like, “I love how you shopped for this customer while I was meeting with them… I can’t wait to show them the diamonds they wanted to see as well as surprise them with a gift you found (which we brought in in memo) that he may want to give before the engagement ring is ready for pickup.” Setting daily goals, learning from each other, celebrating our collective success, giving an in-store customer experience like no other they’ve had … that’s our motivation to excel. — Jill Keith, Enchanted Jewelry, Danielson, CT
• It’s very important that the staff works together. In my opinion, a contest would pit the staff against each other. Can’t have that. I worked in a commission-based store and hated it. We were all against each other. Team atmosphere is very important. — Michael Kanoff, Michael’s Jewelers, Yardley, PA
• I am the sales staff! I would appreciate a simple high five for my custom sales closings from my business partner, but even that rarely happens. — Jo Goralski, The Jewelry Mechanic, Oconomowoc, WI
• We don’t, mainly because I don’t want a competitive environment behind the scenes that could potentially create an uncomfortable situation for a client. — John Thomas Mead, John Thomas Jewelers, Albuquerque, NM
• We act like one big family where everyone helps everyone. No commission, no fighting, no empty paychecks. It is a much less stressed environment. — Ellie Mickey, DBS Fine Jewelers, St. Michaels, MD
• They don’t need a contest to produce more sales; they want the end-of-month commission check. — Greg Tidwell, Bell Jewelers, Murfreesboro, TN
• We all wear many hats and fill in various positions throughout the store. It would be unfair to offer a sales contest that would favor whomever spends more time on the floor versus making jewelry in our workshops. — Rebecca Larson, Barry Peterson Jewelers, Ketchum, ID
• Just me and my wife, so of course I would let her win. — Rick Nichols, Nassau Jewelry, Fernandina Beach, FL

The post Only 1 in 3 Surveyed Jewelers Hold Sales Contests appeared first on INSTOREMAG.COM.

For decades, Smith’s had been known in the local community for giving back at local charity events. Through these philanthropic efforts as well as a prominent presence on local radio stations, they built a strong following of younger bridal customers. Their name was synonymous with having the largest selection of engagement rings throughout their markets, but they also curated a selection of fashionable jewelry, catering to diverse tastes and occasions.

While they built their business on in-person relationships, they also understood the importance of embracing new technology that would help them keep in touch with clients. As their stores passed through generations, they made a promise to uphold the ideology that retail stores should adapt to changing times in order to maintain their success. Eventually, they discovered a new software that could integrate with their existing POS system and help them nurture the relationships they had fostered over the years. The stores could stay in touch all year round, building relationships beyond buying and selling. The automated setup helped collect client information and turned into a way to effortlessly keep customers feeling close. Clients received warm wishes on their birthdays and anniversaries and were provided gentle reminders of the store’s presence during important moments.

It was at a cancer awareness event that a young couple named Scott and Kayla initially met the Smith family. Kayla felt an instant bond with the Smiths once she learned they had a shared experience, having both lost loved ones to cancer. She admired the family’s generosity in donating jewelry to the charity. This event wasn’t an isolated incident; it represented the store’s broader commitment to supporting their community.

After five years together, Scott and Kayla discussed the idea of marriage and taking the next big step together. Remembering the bond Kayla had formed with the Smith family, they chose Smith’s Jewelers as the store where they would search for the perfect engagement ring.

Upon entering the store, they immediately felt the love when they were welcomed by multiple family members, greeted by name, and offered refreshments. This personalized treatment extended to each guest who entered, whether making a purchase or not. The atmosphere was one of affection and comfort. Beyond the showcases of beautiful diamonds reflecting the store’s commitment to workmanship and quality, they sensed a familial atmosphere. What they discovered was that Smith’s Jewelers wasn’t just a jewelry store; it was a haven of stories, connections, and meaningful contributions to the community.

It was the day every girl anticipates: a chance to try on diamond engagement rings. Kayla’s eyes lit up with excitement as she slipped on different options. Their sales associate, Shelby, suggested that Kayla create a wishlist of her favorite pieces, which included three stunning engagement rings and a diamond pendant. Unbeknownst to Kayla, Scott discreetly made note of the ring that had stolen her heart – the ring that would soon symbolize his unwavering commitment. As they left the store, Scott made a promise to himself to return and make that cherished ring his own and began crafting a surprise proposal.

After the couple left, Shelby diligently entered Kayla’s wishlist into the Smith’s CRM system. However, a minor oversight in the system’s configuration would later have unintended consequences. Kayla’s contact information was listed as the primary contact for the wishlist, with Scott as the secondary. The system was programmed to send out automated text messages to primary contacts upon the completion of a purchase.

As a result, when Scott returned and covertly purchased Kayla’s favorite ring from the wishlist a few days later, the automation system sent a text message to Kayla asking for her feedback on her shopping experience. The system that had been intended to enhance the customer experience, uncover valuable feedback and streamline operations had disastrously spoiled what Scott had hoped would be the surprise of a lifetime for Kayla.

Kayla was devastated to break the news to Scott: She knew he had bought the ring, and the element of surprise was now lost. Fueled by frustration, Scott took action. He called the store and expressed his anger at the untimely text message that had undermined the surprise he had worked so diligently to create. He informed the store’s manager that if they couldn’t fix this, he would return the ring and would not be returning to do business in the future.

Stuart T.
Reisterstown, MD

The problem is, how do you put the genie back in the bottle? The young lady already knows about the ring purchase, so how do you make it right? This is a chance for the store to come out smelling like a rose. Come up with a great idea for Scott to give the diamond ring to Kayla. One idea would be for the store to organize some type of event for Scott to give her the ring. A flash mob could do a musical proposal with Scott at the center of it, along with photographers and Scott’s and Katie’s family. This is all done with Scott’s permission. Admitting to creating the problem as well as trying to correct it could be a big win for everybody.

Jacqueline S.
Russell, KY

Unfortunately, we are humans using CRM and mistakes happen. You cannot fix this mistake or truly do anything to make it right. The customer is rightfully upset, but how do you rectify this? You simply can offer an apology. You can’t turn back time. How about offering something exceptional as a way to fix this. Maybe, give them $5,000 towards their honeymoon or offer to provide them with free wedding bands. There are many things you can do, but it will never turn back time nor technology.

J. Mason C.
Chapel Hill, NC

Perfect example of the critical nature of online security. My business has not relied on artificial intelligence any more than absolutely necessary. Although a small oversight can cause problems, it is far more likely to occur in digital technology. No one deserves the aftermath, but it could’ve been avoided. I would never allow digital technology to automatically contact my customers. Such activity clearly reveals how vulnerable business is in the world of digital communication.

I would forgive the salesperson immediately and have them compose a humble apology to the customers. The customer would be completely justified in posting a scalding review. The salesperson would not have called the wrong person.

Brad L.
Duncan, BC

Don’t use CRMs; use people! We don’t, haven’t and never will use computers, social media or the like to express what we have taken years to understand. Online sales are, even with the use of chat, video, etc., impersonal. If you believe in rapport, you must make the effort to engage. AI can’t tell the story like someone with many years of experience can.

Shery F.
Scottsdale, AZ

Always verify where the e-mail should go after each sale. An account should have been set up under Scott’s name.

Amanda L.
Canada

This is so unfortunate. We have changed our system not to automatically send communication for this very reason. Sometimes customers want the purchase under the recipient’s account for ease of warranty or adjustments. Tech is great, but there are still limitations. We have since moved to a manual system for texting or emailing thank-yous. All you can do is apologize and ask the client what could make it better.

Ronnie G.
Thomasville, GA

Has happened here. Tough. All you can do is apologize sincerely. Honest mistake. No way to “fix it,” only to call the fiancée and apologize as well.

Peter T.
Show Low, AZ

The very first thing that needs to be done is to reset the computer to NEVER contact a customer without specific input from an employee. And of course, that employee should be made aware of the importance of only sending appropriate messages.

It is difficult (more like impossible) to un-tell the girl that he bought her a ring. I would apologize to the customer, explain the situation, and ask him what I could do to make this right in his eyes. If his request is reasonable, I’d do it. If his request is unreasonable, I would suggest a solution that I could live with. If he does not accept that, I would accept a return on the ring and focus on helping future customers — you can’t win them all.

Ralph H.
Connersville, IN

How about this: Get ahold of several of their friends and her. Come up with an amazing deal for a ring from her to him. Get all together for a surprise party for both future spouses, at an expensive local restaurant (you may be giving away the groom’s ring). Use store name, with sheepish grin on boss’s face, all on a big banner with the message, “OOPS.” They present each other with the “known, unknown rings” and all ride off happily into the sunset. It’ll cost you, but think of the free publicity (well, not free). Give each other the annual “foot in mouth” award. When all else fails, “watch this.” Just ask Viv … if you could. (In Memorium: Viv Himelick.)

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