SurveysJun 05, 2026
Consumers to Cut Back on Spending Amid Rising Prices, Survey Shows When conducting its May consumer confidence survey, The Conference Board asked extra questions about consumers’ budgeting strategies.
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
CollectionsJun 05, 2026
Rebel Jewelry’s Charm Symbolizes Perseverance for Pride MonthThe “Tunnel” charm, our Piece of the Week, celebrates Pride Month with its design inspired by hope and the light at the end of the tunnel.
SourcingJun 05, 2026
State of Diamonds: The Way Forward for Natural DiamondsThe jewelry industry is reassessing its positioning as Gen Z reshapes the retail landscape and lab grown continues to gain market share.
Brought to you by
All Eyes on Gold Prices. Alternatives to Look For. And What to BEWARE of in VegasAs gold prices rise, today’s retailers are looking for alternatives at prices that will appeal to wider audiences.
AuctionsJun 04, 2026
Treasures from Maurice Tempelsman’s ‘Marvelous’ Life Head to AuctionUp for auction at Sotheby’s, the collection of Tempelsman’s personal effects includes a Cartier Tank watch Jackie O. gifted him.
Weekly QuizJun 05, 2026
This Week’s QuizTest your jewelry news knowledge by answering these questions.
CollectionsJun 04, 2026
Buddha Mama to Spend the Summer in AspenThe Miami-based fine jewelry brand will host its first summer residency in the Colorado mountain town from June 5 to Aug. 23.
MajorsJun 04, 2026
AGS Honors Late Peter Yantzer, Holds Time Capsule CeremonyThe organization also announced its international board of directors for the 2026-2027 term.
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.
MajorsJun 04, 2026
Neiman Marcus’ Downtown Dallas Store to Close in SeptemberSaks Global confirmed the closure this week, spelling the end for a store that’s been part of downtown Dallas for more than 100 years.
ColumnistsJun 03, 2026
Peter Smith: When Top Talent Leaves and What It Says About YouSmith discusses how managers should handle a top performer's exit, warning that a poor response could have a lasting impact.
GradingJun 03, 2026
GIA’s Tracr Investment Is First Step Toward Industry-Owned PlatformThe Gemological Institute of America is now a 30 percent stakeholder in Tracr, the De Beers-backed blockchain for diamonds.
WatchesJun 03, 2026
The 1916 Company Taking Pre-Owned Rolexes on the Road, AgainThe retailer is bringing Rolex Certified Pre-Owned watches to five U.S. cities in 2026 for collectors to see, try on, and purchase.
TrendsJun 03, 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.
FinancialsJun 02, 2026
Signet Jewelers’ Q1 Sales Up 2% As It Focuses on ‘Core Four’ The jewelry retailer is zeroing in on Zales, Jared, Kay Jewelers, and Blue Nile as it looks to create unique brand identities for each.
SourcingJun 02, 2026
Leader Appointed for Botswana’s Diamonds for Development Fund Dr. Akinwumi Adesina, a development economist, will head the fund created to help Botswana diversify its economy.
WatchesJun 02, 2026
Watch Industry Veteran James Marks Joins Sotheby’sSotheby’s has appointed the former Phillips executive as its global head of private sales and retail in its watches division.
AuctionsJun 02, 2026
Sotheby’s to Auction 10-Carat Blue Diamond, 1960s Harry Winston Necklace A private collection of five Paraíba tourmalines also will be up for sale at Sotheby’s High Jewelry auction in New York, scheduled for June 16.
IndependentsJun 02, 2026
State of Retail: 6 Things Retailers Should Know About Consumers TodayFrom Gen Z’s view of luxury to “doom spending,” these are the six consumer trends to note this year.
Events & AwardsJun 01, 2026
Design Atelier Brands Have a Big Night at Emotional Couture Design AwardsThe show started by honoring Mildred Marcano, ended with a tearful Beth Anne Bonanno, and recognized a dozen-plus designers in between.
SourcingJun 01, 2026
RapNet Rebranding as Rapaport TradeThe revamped online diamond marketplace will feature pricing intelligence and data-driven tools for more efficient buying and selling.
SourcingJun 01, 2026
Gemfields’ Higher-Quality Emerald Auction Achieves $26.8MThe miner said demand for higher-quality emeralds is stable, but there is notable caution in the market.
CollectionsMay 29, 2026
Cultus Artem’s Necklace Is the Oasis in Las Vegas’ DesertThe “River of Heaven” necklace, our Piece of the Week debuting at Couture, combines 26 salt and pepper diamonds spaced by Tahitian pearls.
IndependentsMay 29, 2026
Meet the 2026 Retailer Hall of Fame InducteesThis year’s inductees include second-, third-, and fourth-generation jewelers.
Events & AwardsMay 28, 2026
JCK Announces Jesse Itzler as 2026 Keynote SpeakerThe author, speaker, and entrepreneur will give his presentation, “Spiritual Billionaire,” on Saturday morning.
Events & AwardsMay 28, 2026
JCK Rocks To Ride With NellyThree-time Grammy award-winning artist Nelly is set to perform at the annual event at Tao Beach on Sunday night.
MajorsMay 28, 2026
Signet Jewelers to Buy The Clear Cut Signet will integrate the online-only, natural diamond-focused jeweler into Blue Nile, which it wants to position as a higher-end retailer.
CollectionsMay 28, 2026
Meet The 17 Newcomers to Couture’s Design AtelierThese up-and-coming jewelry brands are bringing their distinct aesthetic and unique point-of-view to the Design Atelier for the first time.
