MajorsJan 09, 2026
Kendra Scott Taps Activewear Exec as CEO Chris Blakeslee has experience at Athleta and Alo Yoga. Kendra Scott will remain on board as executive chair and chief visionary officer.
IndependentsApr 05, 2017
Squirrel Spotting: ‘It’s Above My Pay Grade’
Peter Smith recounts two bad customer service experiences to get jewelers asking the question: Are my store’s policies customer-friendly?
Peter Smith has more than 30 years of experience building wholesale and retail sales teams. He currently is president of Vibhor Gems.
I checked into a Crowne Plaza hotel recently and what should have been an ordinary experience turned sour in no time at all.
Just as the check-in process appeared to be leading to an uneventful conclusion, the guy checking me in asked if I was a Hilton Honors member. When I replied that I was, he informed me of the benefits that I would have received if only I had not booked through a third party (booking website Expedia, as it happens).
His question and subtle admonition struck me as unhelpful and unnecessary. Without intending to do so, he had basically informed me that despite being a long-time Hilton Honors member, I was being penalized for having the audacity to book through a third party instead of through the hotel directly. Benefits that I might have received would, therefore, be denied me.
Expedia is, of course, an authorized business partner of Hilton and, presumably, the hotel chain would prefer that Expedia customers book their stays at Hilton properties and not Marriott, Starwood or some other hotel. Nonetheless, they see no contradiction in working with third-party sites, even as they treat their customers like they scalped their reservations from forgers and thieves.
A couple of days after my Hilton Honors experience, I returned a book to Barnes & Noble for a credit.
The book was a nice birthday present but it also was one that I had already bought and read. The gift-giver had thoughtfully put a gift receipt in with the book, so I didn’t expect any issues in returning it to the store. Alas, ‘twas not to be.
The gentleman behind the counter disappeared for a few minutes and returned to tell me that the manager said that I couldn’t return the book because the Barnes & Noble where the book had been purchased was owned by “different management.” I didn’t accept that response and asked to speak to the manager. As we waited, I mentioned that the policy was asinine and said that I couldn’t imagine why they would risk losing a customer over something so trivial. He agreed and added, “It’s above my pay grade.”
A few minutes later, the manager emerged, clearly agitated, and again told me that the Barnes & Noble store where the book was bought was under different ownership, but that she would give me a credit for the lowest
price that the book had sold for at that store. She couldn’t have been any more unpleasant. I left the store with the credit and a $50 gift certificate that I had intended to spend at Barnes & Noble that day after returning my book but didn’t.
At a time when it has never been more important to satisfy customers, the two experiences got me thinking about how many stores and businesses have policies, procedures and practices that not only fail to serve the customer well but that may, in fact, alienate them.
Lest we become too obsessed with the changing dynamics in retail and the ever-present specter of online shopping, we would do well to take a hard look at what we are doing in our own places of business.
However well-intentioned they might be, what practices do we have that might not be serving our customers or our employees? I received a credit of $17 for that book. For an employee to have to tell me that making a decision on something like that was “above my pay grade” is a sad indictment of that business.
Joe Pine and Jim Gilmore wrote in their book “The Experience Economy” that, “To truly differentiate themselves, business must focus first on increasing customer satisfaction, then on eliminating customer sacrifice, and finally on creating customer surprise.”
We have an opportunity every day to deliver customer satisfaction. There ought to be precious few occasions where a customer should ever feel like he or she is having to make a sacrifice to patronize a business, and as for creating customer surprise … well, if you can figure that one out, that’s where the rubber really meets the road.
Ask yourself what arcane polices you might have in place at your store that are clearly not customer-friendly.
And then honestly ask yourself: Are your people empowered to make a decision and do the right thing for your customers?
Peter Smith is president of Vibhor, a public speaker and author of “Sell Something” and “Hiring Squirrels.” He spent 30 years building sales teams in retail and wholesale and he can be contacted at dublinsmith@yahoo.com, peter@vibhorgems.com, or on LinkedIn, Facebook or Twitter.
At a time when it has never been more important to satisfy customers, the two experiences got me thinking about how many stores and businesses have policies, procedures and practices that not only fail to serve the customer well but that may, in fact, alienate them.
Lest we become too obsessed with the changing dynamics in retail and the ever-present specter of online shopping, we would do well to take a hard look at what we are doing in our own places of business.
However well-intentioned they might be, what practices do we have that might not be serving our customers or our employees? I received a credit of $17 for that book. For an employee to have to tell me that making a decision on something like that was “above my pay grade” is a sad indictment of that business.
Joe Pine and Jim Gilmore wrote in their book “The Experience Economy” that, “To truly differentiate themselves, business must focus first on increasing customer satisfaction, then on eliminating customer sacrifice, and finally on creating customer surprise.”
We have an opportunity every day to deliver customer satisfaction. There ought to be precious few occasions where a customer should ever feel like he or she is having to make a sacrifice to patronize a business, and as for creating customer surprise … well, if you can figure that one out, that’s where the rubber really meets the road.
Ask yourself what arcane polices you might have in place at your store that are clearly not customer-friendly.
And then honestly ask yourself: Are your people empowered to make a decision and do the right thing for your customers?
Peter Smith is president of Vibhor, a public speaker and author of “Sell Something” and “Hiring Squirrels.” He spent 30 years building sales teams in retail and wholesale and he can be contacted at dublinsmith@yahoo.com, peter@vibhorgems.com, or on LinkedIn, Facebook or Twitter.
More on Independents
The Latest
SurveysJan 09, 2026
U.S. Holiday Retail Sales Up 4%, Visa, Mastercard SayThe credit card companies’ surveys examined where consumers shopped, what they bought, and what they valued this holiday season.
AuctionsJan 09, 2026
Christie’s Names New Global Managing Director for LuxuryKimberly Miller has been promoted to the role.
Brought to you by
Impacting Tomorrow TodayHow Jewelers of America’s 20 Under 40 are leading to ensure a brighter future for the jewelry industry.
CollectionsJan 09, 2026
Piece of the Week: Lionheart’s ‘Serenity’ Opal CharmThe “Serenity” charm set with 13 opals is a modern amulet offering protection, guidance, and intention, the brand said.
Weekly QuizJan 08, 2026
This Week’s QuizTest your jewelry news knowledge by answering these questions.
CollectionsJan 08, 2026
Pandora’s New ‘Bridgerton’ Jewels Celebrate Bees, Bows, and Blooms“Bridgerton” actresses Hannah Dodd and Claudia Jessie star in the brand’s “Rules to Love By” campaign.
Events & AwardsJan 08, 2026
Ana Khouri To Receive 2026 Gem Award for High Jewelry ExcellenceFounded by jeweler and sculptor Ana Khouri, the brand is “expanding the boundaries of what high jewelry can be.”
Brought to you by
Roseco Releases New Full-Line CatalogRoseco’s 704-page catalog showcases new lab-grown diamonds, findings, tools & more—available in print or interactive digital editions.
TrendsJan 08, 2026
Stuller’s Color of the Year Is a Stark Contrast to Pantone’s WhiteThe jewelry manufacturer and supplier is going with a fiery shade it says symbolizes power and transformation.
CollectionsJan 08, 2026
Gracie Abrams To Front New Chanel Jewelry CampaignThe singer-songwriter will make her debut as the French luxury brand’s new ambassador in a campaign for its “Coco Crush” jewelry line.
MajorsJan 08, 2026
Diamond Council of America Names New Board DirectorsThe nonprofit’s new president and CEO, Annie Doresca, also began her role this month.
ColumnistsJan 07, 2026
Peter Smith: Physical Retail—The Beginning or the End?As the shopping mall model evolves and online retail grows, Smith shares his predictions for the future of physical stores.
Events & AwardsJan 07, 2026
Melee Adds 13 New Designers to NYC ShowThe trade show is slated for Jan. 31-Feb. 2 at The Lighthouse in New York City's Chelsea neighborhood.
TrendsJan 07, 2026
Amanda’s Style File: Go for GarnetJanuary’s birthstone comes in a rainbow of colors, from the traditional red to orange, purple, and green.
SourcingJan 07, 2026
Diamonds Do Good Releases 2025 Impact ReportThe annual report highlights how it supported communities in areas where natural diamonds are mined, crafted, and sold.
CrimeJan 06, 2026
2 Jewelers Arrested After TraxNYC Diamond District BrawlFootage of a fight breaking out in the NYC Diamond District was viewed millions of times on Instagram and Facebook.
MajorsJan 06, 2026
Rio Grande Says These Are the Top Personalization Tools for 2026The supplier has a curated list of must-have tools for jewelers doing in-house custom work this year.
MajorsJan 06, 2026
Zales Tests Out A New LookThe Signet Jewelers-owned store, which turned 100 last year, calls its new concept stores “The Edit.”
MajorsJan 06, 2026
LeachGarner Appoints New Director of SalesLinda Coutu is rejoining the precious metals provider as its director of sales.
SourcingJan 06, 2026
AGA Announces 2026 BoardThe governing board welcomed two new members, Claire Scragg and Susan Eisen.
TrendsJan 05, 2026
Amanda’s Style File: New Year’s EditionSparkle with festive diamond jewelry as we celebrate the beginning of 2026.
TrendsJan 05, 2026
Pinterest 2026 Trend Report: Brooches, Bold Gold, Cool BlueIn its annual report, Pinterest noted an increase in searches for brooches, heirloom jewelry, and ‘80s luxury.
MajorsJan 02, 2026
Marc Metrick Out as CEO of Saks Global Executive Chairman Richard Baker will take over the role as rumors swirl that a bankruptcy filing is imminent for the troubled retailer.
Events & AwardsJan 02, 2026
Jan Mohr, Couture’s ‘North Star,’ Dies at 71Mohr had just retired in June after more than two decades as Couture’s retailer liaison.
SourcingJan 02, 2026
IDCA Elects New President, Board of DirectorsShekhar Shah of Real Gems Inc. will serve as president of the Indian Diamond & Colorstone Association in 2026.
CollectionsJan 02, 2026
Lalaounis’ 2026 Good Luck Charm Speaks to ResilienceThis year’s good luck charm features the mythical horse Pegasus, and is our first Piece of the Week of the new year.
EditorsDec 31, 2025
The Top 5 Stories of 2025Articles about crime, engagement rings, and a necklace worn in the World Series generated the most interest among readers.
