CrimeMay 13, 2026
JSA’s 2025 Crime Report Shows ‘Concerning’ Rise in ViolenceWhile the overall number of crimes was down, there were more incidences in which robbers pulled out guns, mace, or rammed cars into stores.
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
Editors' Picks
Sponsored by
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
SourcingMay 13, 2026
Smithsonian Acquires ‘Winston Red’ Diamond PaintingReena Ahluwalia’s painting of the rare red diamond is the first contemporary painting to join the National Gem Collection.
TrendsMay 13, 2026
State of Design: Only the Innovative Will SurviveThe price of gold has risen, affecting the number of pieces designers make, the materials they use, and how they position themselves.
Brought to you by
How Modern Training Is Becoming a Competitive Advantage for Jewelry RetailersWith the trade and customer trust in mind, GIA® developed NextGem™ – on-demand training designed specifically for retail.
ColumnistsMay 12, 2026
It’s Official: We’re Getting ‘Brain Rot’ From Watching Short-Form Videos Peter Smith gives tips on leading meetings, developing marketing, and making trade show appointments in the age of short attention spans.
Weekly QuizMay 07, 2026
This Week’s QuizTest your jewelry news knowledge by answering these questions.
CollectionsMay 12, 2026
Jessica McCormack Debuts Antique Coin-Inspired Medallions for SummerThe 11-piece “Medallions” capsule collection features five motifs: a crying eye, a heart on fire, a spiral, a flower, and a swallow.
Events & AwardsMay 12, 2026
The Tiffany & Co. x CFDA Jewelry Designer Award Is BackThe partners have announced the second cycle of the program, which has expanded to include a $25,000 student scholarship.
Brought to you by
Discover Timeless Treasures: A Showcase of Antique Jewelry & Timepieces in Las VegasGain access to the most exclusive and coveted antique pieces from trusted dealers during Las Vegas Jewelry Week.
IndependentsMay 11, 2026
Kansas Jeweler Closing After 70 YearsThe owners of Staats Jewelers are heading into retirement.
TrendsMay 11, 2026
Former Macy’s CEO Joins Signet Jewelers BoardJeffrey Gennette, who retired in 2024 after 41 years with Macy’s, is the newest member of the jewelry retailer’s board of directors.
TrendsMay 11, 2026
Amanda’s Style File: Lucky May May babies are lucky to have emeralds, a gemstone admired for centuries, as their birthstone, writes Amanda Gizzi.
TechnologyMay 11, 2026
Clientbook’s New Tool Helps Jewelers Plan In-Store EventsThe new module allows retailers to plan, promote, and measure the success of events from a single dashboard.
Lab-GrownMay 08, 2026
NDC Publicly Criticizes Pandora Over ‘Misleading’ Natural Diamond ClaimsNDC said in an open letter that Pandora’s statements about the carbon footprint of lab grown versus natural diamonds are inaccurate.
SourcingMay 08, 2026
Ronnie VanderLinden Takes Over as WDC President The diamantaire and industry leader succeeds Feriel Zerouki and said he will focus on being a “champion” for natural diamonds.
TrendsMay 08, 2026
Rihanna Chooses ‘Desert Diamonds’ for 2026 Met GalaShe wore our Piece of the Week, Glenn Spiro’s “Old Moghul Golconda” earrings, featuring fancy brown-yellow diamonds totaling 51.90 carats.
Events & AwardsMay 08, 2026
JA Announces 2026 CASE Award WinnersTwo pieces were named “Best in Show,” one from the retail category and one from the supplier category.
FinancialsMay 07, 2026
Brilliant Earth Appeals to Higher-Income Shoppers in Q1The jewelry retailer noted resilience among its higher-end customers while demand softened for its lower-priced offerings.
AuctionsMay 07, 2026
‘Spectacular’ Kashmir Sapphire Headlines Heritage Spring Jewelry SaleLed by the 6.59-carat sapphire, the sale garnered $9.7 million, a record total for a Heritage jewelry auction.
MajorsMay 07, 2026
Gannon & Scott Names New Regional Account ExecutiveIn his new role, sales specialist Billy Welshoff will focus on the eastern United States.
WatchesMay 07, 2026
Chrono24 Names New CEOJosé Gaztelu has been promoted to the role, which has been vacant since last year.
Events & AwardsMay 07, 2026
JA Accepting Applications for 2026 Scholarship ProgramIt has also opened the application period for the Seymour & Evelyn Holtzman Bench Scholarship through June 30.
SourcingMay 06, 2026
Canada’s Oldest Diamond Mine Faces Uncertain FutureThe owner of the Ekati mine, which opened in 1998, has filed for insolvency protection amid the significant decline in diamond prices.
FinancialsMay 06, 2026
Pandora to Add Carbon Footprint Info to Lab-Grown DiamondsThe company announced the change alongside its Q1 results, which showed that the jewelry brand’s year is off to a shaky start.
MajorsMay 06, 2026
Saks Global Begins Layoffs, Reorganization Plans Closer to ApprovalThe retailer will cut 16 percent of its corporate workforce as part of its plan to exit bankruptcy.
AuctionsMay 06, 2026
Steve McQueen’s Heuer Monaco Watch Heads to Sotheby'sOf the many examples used in the filming of “Le Mans,” this one is believed to have spent the most time on Steve McQueen’s wrist.
EditorsMay 05, 2026
This Ohio Designer’s Jewelry Made It to the Met GalaMegan Piccione dressed Lauren Wasser in layers of diamond jewelry, making her stand out in a crowd that included celebrities like Beyoncé.
SourcingMay 05, 2026
Doug Hucker Returns to His RootsFollowing decades of association leadership, the “semi-retired” colored gemstone expert is turning his focus to gemstone education.
