CollectionsSep 04, 2026
Chelsea Gabrielle Transforms Pilates Reformer Springs Into Ring A lifelong practitioner of Pilates, Gabrielle looked to the springs’ tension and suspension when creating this ring, our Piece of the Week.
IndependentsMay 09, 2016
Column: Respect the Traveling Salespeople
While Peter Smith understands the tremendous demands on jewelers’ time today, he points out that it only takes a minute to be civil to traveling salespeople.
I was in Pennsylvania this past week and my colleague and I stopped in to say hello to a retailer “friend” whom I have known for about 15 years. We had a few minutes to spare between calls with two of our customers.
When we entered the store, we were approached by an employee who could not have been less welcoming.
“How can I help you?” she demanded, summoning her most authoritative voice and demeanor and aiming a disgusted look our way.
I indicated that I just stopped in to say hello to my friend, stretching the association somewhat as we’ve never actually shared Christmas cards or attended family events with one another.
“He is not here … do you have an appointment?”
“No,” I replied, “I just wanted to say hello.” I handed her my business card and we left the store.
I hadn’t quite experienced anything like that since I worked for Montblanc back in 1994, when I visited a store in Connecticut one day and the retailer was so nasty that I had to remind myself that I had in fact showered that morning.
My colleague and I left that particular store, and we both agreed that the experience had been disturbing. Was it possible, we wondered, for that woman, and that store, to flip a switch between delivering a great customer experience and a nasty experience to non-customers?
We weren’t sure if the way we were treated was consistent with the wishes of the owner, or if the gatekeeper had taken it upon herself to serve as “chief swat-master,” bound and determined to repel any and all visitors who even remotely appeared interested in selling them something.
The irony of us having stopped in to simply say hello between visits with our own customers was of little consolation. We were, quite frankly, disgusted at the incivility.
I understand that retailers can feel overwhelmed with the number of calls and visits. There are so many demands on retailers today and they’d never get anything done if they were to carve out time every time a salesman paid a visit. That said, what does civility cost?The experience got me thinking about what the men and women of our industry have to endure on
an ongoing basis as they traverse their various territories.
Not only must they contend with the very real security issues that are an ever-present danger when visiting jewelry stores, but many of them have to pay their own way, with flights, car expenses and hotels consuming an ever-larger share of their hard-earned dollars.
There are fewer and fewer people coming into our business and I know only too well how incredibly difficult it is to find good traveling salespeople. It is not a profession that attracts young people and it is certainly not a job that is easy for those people who have made a career of representing the various jewelry and watch lines.
With the decreasing number of jewelry stores, and the seemingly ever-increasing number of trade shows, it has never been more difficult for road salespeople to make a living.
I understand that retailers can feel overwhelmed with the number of calls and visits, scheduled and otherwise. There are so many demands on retailers today and they’d never get anything done--let alone sell anything--if they were to carve out time every time a salesman paid a visit. That said, what does civility cost? How difficult would it really be to offer a bottle of water and a sincere apology if you do not have the time to meet with a sales rep? Do the hard-working men and women of our industry not deserve some modicum of respect when they pay a visit?
I don’t imagine that our experience in that store was the norm. I’d like to believe that most retailers are respectful and considerate of traveling salespeople and find a way to politely decline the offer to visit if they do not have the time or inclination to do so.
I have one friend who has long plied his trade in the Southeast who recently said, “I call to make an appointment and they won’t return my calls. Then when I show up, they tell me I need to call and make an appointment. What am I supposed to do?”
He is a hard-working guy and he cares for his profession and for his retailers. He has been robbed by the Colombian gangs on at least two occasions that I know of and yet he still he puts himself in harm’s way day in and day out because this is his job; it’s what he has always done.
So, if you see him, please give him a welcome smile and ask him if he’d like a cold bottle of water.
Peter Smith, author of Hiring Squirrels: 12 Essential Interview Questions to Uncover Great Retail Sales Talent, has spent more than 30 years building sales teams at retail and at wholesale. He currently is president of Vibhor Gems. Email him at peter@vibhorgems.com, dublinsmith@yahoo.com or reach him on LinkedIn.
Not only must they contend with the very real security issues that are an ever-present danger when visiting jewelry stores, but many of them have to pay their own way, with flights, car expenses and hotels consuming an ever-larger share of their hard-earned dollars.
There are fewer and fewer people coming into our business and I know only too well how incredibly difficult it is to find good traveling salespeople. It is not a profession that attracts young people and it is certainly not a job that is easy for those people who have made a career of representing the various jewelry and watch lines.
With the decreasing number of jewelry stores, and the seemingly ever-increasing number of trade shows, it has never been more difficult for road salespeople to make a living.
I understand that retailers can feel overwhelmed with the number of calls and visits, scheduled and otherwise. There are so many demands on retailers today and they’d never get anything done--let alone sell anything--if they were to carve out time every time a salesman paid a visit. That said, what does civility cost? How difficult would it really be to offer a bottle of water and a sincere apology if you do not have the time to meet with a sales rep? Do the hard-working men and women of our industry not deserve some modicum of respect when they pay a visit?
I don’t imagine that our experience in that store was the norm. I’d like to believe that most retailers are respectful and considerate of traveling salespeople and find a way to politely decline the offer to visit if they do not have the time or inclination to do so.
I have one friend who has long plied his trade in the Southeast who recently said, “I call to make an appointment and they won’t return my calls. Then when I show up, they tell me I need to call and make an appointment. What am I supposed to do?”
He is a hard-working guy and he cares for his profession and for his retailers. He has been robbed by the Colombian gangs on at least two occasions that I know of and yet he still he puts himself in harm’s way day in and day out because this is his job; it’s what he has always done.
So, if you see him, please give him a welcome smile and ask him if he’d like a cold bottle of water.
Peter Smith, author of Hiring Squirrels: 12 Essential Interview Questions to Uncover Great Retail Sales Talent, has spent more than 30 years building sales teams at retail and at wholesale. He currently is president of Vibhor Gems. Email him at peter@vibhorgems.com, dublinsmith@yahoo.com or reach him on LinkedIn.
More on Independents
The Latest
Events & AwardsSep 04, 2026
JCK Industry Fund Accepting 2027 ApplicationsThe deadline to apply is Nov. 13.
AuctionsSep 04, 2026
Christie's Names New Global Head of WatchesThe auction house has promoted Remi Guillemin, formerly its head of watches for the Americas and EMEA, to the role.
Brought to you by
Your Piece Could Be the One Editors Talk AboutSubmit your pieces for a chance to win in this year's competition.
EditorsSep 03, 2026
Q&A: Simon G.’s CEO on Why He Won’t Use AI for Jewelry DesignZaven Ghanimian discussed the value of human craftsmanship and where the implementation of artificial intelligence does work.
Weekly QuizSep 03, 2026
This Week’s QuizTest your jewelry news knowledge by answering these questions.
Events & AwardsSep 03, 2026
Here Are the First Recipients of Nina Pugliese Memorial Scholarship Jewelers of America also revealed the recipients of the Seymour & Evelyn Holtzman Bench Scholarship and its own scholarship programs.
WatchesSep 03, 2026
Robert Pattinson Joins Jaeger-LeCoultre as Brand AmbassadorThe British actor, known for his roles in “Twilight” and “The Odyssey,” will star in a campaign for the Master Control Chronometre.
Brought to you by
Why More Jewelry Retailers Are Hosting Turnkey Estate Buying EventsRetailers are seeking new ways to attract customers, increase traffic, and create revenue – Estate buying events are a popular solution.
CollectionsSep 03, 2026
Sydney Evan Celebrates 25 Years With 4 New CollectionsThe “Confetti Disco,” “Champagne Cheers,” “Tuxedo,” and “Classic Punk” jewelry collections each capture a distinct spirit of celebration.
CrimeSep 02, 2026
CA Jeweler Gets 5 Years in ‘Phantom Rolex’ Ponzi SchemeNelson Holdo of Newport Beach pleaded guilty to multiple counts of felony grand theft and writing bad checks and was sentenced Monday.
AuctionsSep 02, 2026
If You Love Cats, This Jewelry Auction Is for YouCat ladies of the jewelry world, unite. Sandy Lerner’s “significant” collection of cat jewelry and other objects is going up for auction.
MajorsSep 02, 2026
Messika Names Former Omega Exec as New President, CEO of AmericasArnaud Michon, the former Omega USA President, will now lead Messika’s Americas region during its international development.
Events & AwardsSep 02, 2026
Emerald’s New Owner Introduces ‘Glitter in the Grove’The branding references the back-to-back jewelry shows that new parent company Forge will host in Miami's Coconut Grove this November.
AuctionsSep 01, 2026
UK Woman Uncovers Rare Patek Philippe Watch in Mom’s Jewelry BoxThe stainless steel Patek Philippe “Calatrava” watch from the 1930s sold for nearly $80,000 at a recent Hansons Cornwall auction.
ColumnistsSep 01, 2026
Your Jewelry Marketing Has a Bridal ProblemEngagement rings are important but don’t ignore the customers who are buying jewelry “just because,” Emmanuel Raheb writes.
MajorsSep 01, 2026
Kering Names New Pomellato, DoDo CEOsFormer Pomellato CEO Sabina Belli has been named president of Kering Italia amid a shakeup of Kering's new Jewelry division.
MajorsSep 01, 2026
Anne Marie Shulman Joins GPA GlobalThe veteran luxury packaging executive was appointed to help the company grow its North American business.
CrimeAug 31, 2026
$4M Van Cleef & Arpels Diamond Necklace Snatched From Vienna Museum Once the property of an Egyptian queen, the necklace was part of a larger exhibition of VCA jewelry at the Museum of Applied Arts (MAK).
GradingAug 31, 2026
GIA, Gübelin Gem Lab Confirm New Paraíba Tourmaline Deposit in EthiopiaThe labs’ separate investigations each determined that the East African country is producing copper-bearing tourmaline.
Events & AwardsAug 31, 2026
Wisconsin Museum to Host Jewelry Exhibition“Chicago Collects: Jewelry in Perspective” at the Oshkosh Public Museum will feature works by Fabergé, Lalique, and Louis Comfort Tiffany.
CollectionsAug 31, 2026
Catbird Launches First Men’s Jewelry CollectionThe “Worn Well” collection is Catbird's take on classic men's jewelry.
CollectionsAug 28, 2026
Dolly Parton Would Have Loved This Butterfly Necklace This Buddha Mama butterfly is our Piece of the Week honoring the legend, who embraced the beautiful insect as her symbol.
SourcingAug 28, 2026
Gareth Penny to Give Opening Speech at CIBJO Centenary CongressThe former De Beers CEO, and perhaps its next owner, will be a featured speaker at the event, slated for Sept. 4-7 in Italy.
CollectionsAug 27, 2026
Pandora Expands ‘Talisman’ Collection as Lawsuit Continues The second iteration of the jewelry collection was inspired by the zodiac and the four elements: earth, water, air and fire.
SourcingAug 27, 2026
OFAC Renews License Allowing Import of ‘Grandfathered’ Russian Diamonds General License 104B supersedes General License 104A, which was set to expire on Sept. 1.
CrimeAug 27, 2026
Customs Seizes Nearly 900 Pieces of Counterfeit JewelryThe package, intercepted in Indianapolis, contained fake Cartier, Tiffany & Co., and Van Cleef and Arpels jewelry.
IndependentsAug 27, 2026
Jessica McCormack to Open First West Coast StoreThe new location in Costa Mesa, California, marks the brand’s second store in the United States and fourth standalone location worldwide.
