CrimeDec 01, 2025
Fourth Man Charged in Louvre Jewelry HeistThe man, who has a criminal history, is suspected of being the fourth member of the four-man crew that carried out the heist.
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
AuctionsDec 01, 2025
Christie’s Presents ‘Splendor & Style’ CollectionThe single-owner collection includes one of the largest offerings of Verdura jewels ever to appear at auction, said Christie’s.
MajorsDec 01, 2025
PGI Debuts Platinum-Filled Holiday Gift GuideThe guide features all-new platinum designs for the holiday season by brands like Harwell Godfrey, Ritani, and Suna.
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.
FinancialsNov 26, 2025
Movado CEO Talks Tariffs, Growing Interest in Accessible Luxury WatchesDuring its Q3 call, CEO Efraim Grinberg discussed the deal to lower tariffs on Swiss-made watches, watch market trends, and more.
Weekly QuizNov 20, 2025
This Week’s QuizTest your jewelry news knowledge by answering these questions.
TrendsNov 26, 2025
Piece of the Week: Rosior’s Pumpkin RingRosior’s high jewelry cocktail ring with orange sapphires and green diamonds is the perfect Thanksgiving accessory.
MajorsNov 26, 2025
Serafino Consoli Names New VP of Sales, Brand Development for the AmericasLuxury veteran Alejandro Cuellar has stepped into the role at the Italian fine jewelry brand.
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.
Events & AwardsNov 26, 2025
Grandview Klein Presents 4 Scholarships in NamibiaThe company gave awards to four students at the Namibia University of Science & Technology, including one who is a Grandview Klein employee.
IndependentsNov 25, 2025
Pearl Stringer Margaret Hoisik DiesShe is remembered as an artist who loved her craft and was devoted to her faith, her friends, and her family.
SourcingNov 25, 2025
Finestar Opens Diamond Manufacturing Facility in JohannesburgIt joins the company’s other manufacturing facilities globally, including in India, Botswana, and Namibia.
TrendsNov 25, 2025
Amanda’s Style File: Polka DotsThe polka dot pattern transcends time and has re-emerged as a trend in jewelry through round-shaped gemstones.
CrimeNov 25, 2025
Former Arizona AG Official Charged With Trafficking Stolen JewelryVanessa Hickman, 49, allegedly sold a diamond bracelet that was mistakenly sent to her home.
Events & AwardsNov 25, 2025
GIA Awards Susan Jacques With Its Highest HonorGIA’s former president and CEO was presented with the Richard T. Liddicoat Award for Distinguished Achievement.
Recorded WebinarsNov 24, 2025
Watch: Top Tips for Social Media EtiquetteSocial media experts spoke about protecting brand reputation through behaving mindfully online.
WatchesNov 24, 2025
Breitling Reveals Plans for Gallet, Universal GenèveIn 2026, the three will come together as “House of Brands,” with Gallet sold in Breitling stores and Universal Genève sold separately.
CollectionsNov 24, 2025
Muse Debuts a Wicked 'Have a Heart x Cynthia Erivo' SequelThe second drop, which includes more Elphaba-inspired pieces from additional designers, will continue to benefit nonprofit Dreams of Hope.
IndependentsNov 24, 2025
J.R. Dunn Jewelers Names New PresidentSecond-generation jeweler Sean Dunn has taken on the role.
MajorsNov 21, 2025
Natural Diamond Council Names New CEOAmber Pepper’s main focus will be on digital innovation and engaging younger consumers.
SourcingNov 21, 2025
De Beers’ Branded, Traceable Diamonds Roll Out to 19 Retailers Called “Origin by De Beers Group,” the loose, polished diamonds are being sold in a total of 30 stores in the United States and Canada.
CollectionsNov 21, 2025
Piece of the Week: Melissa Kaye’s ‘Rocky Infinity’ NecklaceThe lariat necklace features a 4.88-carat oval-cut Zambian emerald in 18-karat yellow gold.
AuctionsNov 20, 2025
Vanderbilt Jewels Shine at Phillips Sale, Pink Diamond WithdrawnA 43-carat sapphire brooch from the Vanderbilt collection was the top lot of the Geneva sale.
CollectionsNov 20, 2025
Rebecca Rau Jewels Debuts With ‘Then & Now’ CollectionRau is a fourth-generation art and antique dealer from M.S. Rau gallery whose first jewelry collection merges artifacts with modern design.
Policies & IssuesNov 20, 2025
RJC Names New Executive DirectorFormer De Beers sustainability leader Purvi Shah will take over the role in February 2026.
WatchesNov 20, 2025
LVMH Takes Minority Stake in Citizen Group-Owned Movement Maker La Joux-Perret is based in La Chaux-de-Fonds, Switzerland, and makes solar quartz as well as mechanical watch movements.
GradingNov 20, 2025
Julia Griffith Joins SSEF as Head of EducationShe previously taught at Gem-A and is the founder of The Gem Academy.
CollectionsNov 19, 2025
Larkspur & Hawk Celebrates 25 Years With Helena Bonham Carter CampaignThe British actress and her daughter modeled pieces from the brand’s new “Palette” capsule for its “Once Upon a Time” holiday campaign.
