CrimeSep 24, 2026
From Conclave: Security Measures Jewelers Should Be TakingJSA and Jewelers Mutual shared advice on spotting suspicious behavior, combatting cell phone jammers, and staying safe at home.
IndependentsJan 15, 2019
Squirrel Spotting: Why Having a Method of Turnover Matters
Peter Smith suggests adopting a seamless turnover practice that includes “loitering with intent.”
Peter Smith is president of Memoire and author of two books, “Hiring Squirrels,” and “Sell Something.” Connect with Smith on LinkedIn or at dublinsmith@yahoo.com.
Turning over customers—the delicate art of shifting a prospective customer from one salesperson to another when the chemistry seems not to be right—has much in common with New Year’s resolutions.
With the best of intentions, we determine to do better, we know we ought to do better and, yet, as we get into the meat of the year, we can often find ourselves lamenting that we are no closer to effecting change then when we made the resolution in the first place.
There are, naturally, many reasons why turnover is important in a sales environment but perhaps the most compelling argument comes from the research on bias conducted by Alexander Todorov and Janine Willis at Princeton University.
Todorov and Willis concluded that people make decisions about whether they like someone or not within 1/10th of a second upon meeting them.
If that first impression happens to be negative, everything that follows serves only to underscore the validity of the initial perception for the customer.
If someone takes an immediate dislike to you they will follow that perception down the rabbit hole to the detriment of you, your store and, ironically enough, themselves. In many respects, there might have been nothing you could have done differently to avoid your fate.
Rationalizing why customers might feel that way about someone they have just met serves no purpose.
It could be that you remind them of somebody they don’t like, it could be the color of your outfit, your accent, or even the closeness of your eyes.
There is also the possibility that you yourself unconsciously communicated your dislike of the customer in your own body language.
RELATED CONTENT: Squirrel Spotting—Body Language Speaks VolumesIf your schedule permits, you could conduct a post-mortem on what your body language communicated that might have been off-putting to prospective customers with whom you did not connect.
Or, in the interest of time and sanity, you can accept that no one person—no matter how nice, smart or well-intentioned—is ever going to connect with everyone they meet.
And you can get busy working on the practical aspects of how you might execute turnover in your store to ensure the best possibility for a win-win-win for your customers, your salespeople and your store.
Like most of human engagement, there are few absolute truths in how one ought to construct the practice of customer turnover.
I would suggest
Editors' Picks
Sponsored by
a “seamless turnover” practice, aided by a culture of team selling, is not a bad place to start.
That doesn’t mean invoking an “everyone in” approach to every customer where you risk overwhelming your customers with a gang-selling approach. What is does mean, however, is that you adopt the practice of what I call “loitering with intent.”
Loitering with intent means that when a given salesperson engages with a customer, one of her colleagues “busies herself” nearby, within earshot, so that she can offer an opinion, a helping hand or, when necessary, a life raft.
Seamless turnover is a good way to hand off a customer without him knowing that he is being passed from one person to another.
It is facilitated by having more than one salesperson (appropriately and respectfully) in the space (within a case length or so of the customer) and potentially in the conversation.
It also requires a practiced and subtle signal between the salespeople that one will pass the customer to the other when the first salesperson feels the chemistry is not good.
The hand-off can happen by the original salesperson quietly excusing herself with something as simple as, “Let me grab a coffee for you and I’ll have Sharon show you that ring. I know it’s a favorite piece of hers.”
There should be no hard stopping point (where you announce that you are handing the customer over) so the customer is not put in an awkward position. The hand-off should be as subtle and seamless as possible. Once the original salesperson has quietly slipped away, the second salesperson can take the lead.
Another way to make the switch is to have the original salesperson stay on the periphery of the conversation but nonetheless cede the lead role to a colleague.
As the conversation progresses, the original salesperson can gradually work her way out of the conversation altogether and eventually excuse herself to “return a phone call” or engage a new customer.
Salespeople will often be resistant to the practice of turnover.
Besides the perfectly understandable resistance to not wanting to give up potential sales opportunities, there are two additional reasons why salespeople might be resistant; one is psychological—not wanting to admit failure—and the other is more practical—you haven’t been trained to manage customer turnover and it might feel staged or awkward to do it.
Those latter two concerns, of course, need to be addressed before implementing the practice.
It is important to share with your salespeople why turnover does not signal a failure on their part, and why it is in the customer’s best interest to foster a culture of turnover as standard practice.
Those points, of course, will be underscored provided your salespeople are as often the recipients of handovers from their colleagues as they are the givers of customers to their colleagues.
A culture of turnover is the right thing for your business, it is the right thing for your customers and, ultimately, it is the right thing for your salespeople.
Peter Smith is president of Memoire and author of two books, “Hiring Squirrels: 12 Essential Interview Questions to Uncover Great Retail Sales Talent,” and “Sell Something: Principles and Perspectives for Engaged Retail Salespeople.” Both books are available in print or Kindle at Amazon.com. Connect with Smith on LinkedIn or at dublinsmith@yahoo.com.
That doesn’t mean invoking an “everyone in” approach to every customer where you risk overwhelming your customers with a gang-selling approach. What is does mean, however, is that you adopt the practice of what I call “loitering with intent.”
Loitering with intent means that when a given salesperson engages with a customer, one of her colleagues “busies herself” nearby, within earshot, so that she can offer an opinion, a helping hand or, when necessary, a life raft.
Seamless turnover is a good way to hand off a customer without him knowing that he is being passed from one person to another.
It is facilitated by having more than one salesperson (appropriately and respectfully) in the space (within a case length or so of the customer) and potentially in the conversation.
It also requires a practiced and subtle signal between the salespeople that one will pass the customer to the other when the first salesperson feels the chemistry is not good.
The hand-off can happen by the original salesperson quietly excusing herself with something as simple as, “Let me grab a coffee for you and I’ll have Sharon show you that ring. I know it’s a favorite piece of hers.”
There should be no hard stopping point (where you announce that you are handing the customer over) so the customer is not put in an awkward position. The hand-off should be as subtle and seamless as possible. Once the original salesperson has quietly slipped away, the second salesperson can take the lead.
Another way to make the switch is to have the original salesperson stay on the periphery of the conversation but nonetheless cede the lead role to a colleague.
As the conversation progresses, the original salesperson can gradually work her way out of the conversation altogether and eventually excuse herself to “return a phone call” or engage a new customer.
Salespeople will often be resistant to the practice of turnover.
Besides the perfectly understandable resistance to not wanting to give up potential sales opportunities, there are two additional reasons why salespeople might be resistant; one is psychological—not wanting to admit failure—and the other is more practical—you haven’t been trained to manage customer turnover and it might feel staged or awkward to do it.
Those latter two concerns, of course, need to be addressed before implementing the practice.
It is important to share with your salespeople why turnover does not signal a failure on their part, and why it is in the customer’s best interest to foster a culture of turnover as standard practice.
Those points, of course, will be underscored provided your salespeople are as often the recipients of handovers from their colleagues as they are the givers of customers to their colleagues.
A culture of turnover is the right thing for your business, it is the right thing for your customers and, ultimately, it is the right thing for your salespeople.
Peter Smith is president of Memoire and author of two books, “Hiring Squirrels: 12 Essential Interview Questions to Uncover Great Retail Sales Talent,” and “Sell Something: Principles and Perspectives for Engaged Retail Salespeople.” Both books are available in print or Kindle at Amazon.com. Connect with Smith on LinkedIn or at dublinsmith@yahoo.com.
More on Independents
The Latest
AuctionsSep 24, 2026
8-Carat Blue Diamond Heads to UK Jewelry AuctionThe fancy light blue diamond is estimated to fetch up to $2.6 million at Elmwood’s next week.
Brought to you by
Meet Gemology’s Next Generation Microscope: GIA® Gemolite® NXT Professional EditionExperience gemstones with greater precision and comfort than ever before.
TrendsSep 24, 2026
This New Jewelry Book Decodes the Secret Meaning in Victorian Jewelry“Secret Language of Victorian Jewelry” unveils the meaning behind the symbols, motifs, and gemstones used in Victorian-era jewelry.
Weekly QuizSep 17, 2026
This Week’s QuizTest your jewelry news knowledge by answering these questions.
Lab-GrownSep 24, 2026
Kira Jewels Opens B2B E-Commerce Portal for Lab-Grown Diamond Jewelry KIRAJewels.one gives retailers access to more than 500 SKUs of lab-grown diamond rings, earrings, necklaces, and bracelets.
TrendsSep 23, 2026
Holiday Diamond Jewelry Trends: Layered Looks, PersonalizationThis holiday season, look to pieces that will help to fill out customers’ everyday diamond jewelry wardrobe, experts say.
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.
SourcingSep 23, 2026
Organization That Promotes Natural Diamond Rebrands for Third Time The Natural Diamond Council is now The Diamond Collective and has announced a new strategy under CEO Amber Pepper.
MajorsSep 23, 2026
Kay Jewelers’ New Campaign Goes ‘All In’ on LovePart of its brand relaunch, the marketing around the campaign includes a contest involving a jacket set with 550 diamonds.
Events & AwardsSep 23, 2026
Tiffany & Co. Exhibition Opening at Arkansas Museum The curation, opening soon at the Crystal Bridges Museum of American Art, honors the jeweler’s heritage through a distinctly American lens.
CollectionsSep 23, 2026
Pucker Up for Pandora’s New Pat McGrath Jewelry CollabThe jewelry giant has partnered with the famed makeup artist to create a colorful new collection of charms and rings.
IndependentsSep 23, 2026
Sissy’s Log Cabin’s ‘Back to School and Bling’ Event ReturnsThe jeweler donated school supplies to Memphis, Tennessee, students during the event combining basketball and mentorship.
MajorsSep 22, 2026
Foundrae’s Lawsuit Against Pandora Can Continue, Court RulesA federal judge denied Pandora’s motion to dismiss Foundrae’s claim for copyright infringement of its medallions.
ColumnistsSep 22, 2026
Peter Smith: Our Struggle With Emotional SellingPeople aren’t thinking rationally when they are buying luxury products, and we shouldn’t be selling them that way, Peter Smith writes.
IndependentsSep 22, 2026
Constance Polamalu Named to '40 Under 40' ListThe Baltimore Business Journal recognized the entrepreneur for her leadership in business and the jewelry industry.
GradingSep 22, 2026
GCAL by Sarine Opens New Lab in MumbaiThe facility is located within SEEPZ and is GCAL by Sarine’s second location in India, joining its existing grading lab in Surat.
Events & AwardsSep 22, 2026
NYCJAOS Returns for Autumn EditionThe four-day show is slated for Nov. 19-22 at the Metropolitan Pavilion in New York City’s Chelsea neighborhood.
AuctionsSep 21, 2026
Ultra-Rare Cartier Cheich Watch Sells for $3.4M Offered at Sotheby’s Hong Kong, the one-of-a-kind white gold watch now holds the title of most valuable Cartier wristwatch sold at auction.
MajorsSep 21, 2026
Longtime Industry Executive Pamela Bernstein-Gulla to RetireBernstein-Gulla has been working in the jewelry industry for 40 years, most recently as chief engagement officer for Hill & Co.
IndependentsSep 21, 2026
Bhindi Jewelers Moves Into New, Larger California StoreThe relocated Glendale store, now at The Americana at Brand, was designed to be a contemporary “timepiece haven” inspired by luxury resorts.
AuctionsSep 18, 2026
7.52-Carat Unheated Paraíba Tourmaline Sells for $1.3M at Sotheby’s The top lot of the auction house’s Hong Kong jewelry sale was an Art Deco Mauboussin necklace with ruby beads, which sold for $2 million.
Policies & IssuesSep 18, 2026
Tariffs, Retail Crime Top of Mind at JA’s Annual Fly-In Retailers and manufacturers headed to the Capitol this week to discuss tariff exemptions for diamonds and gemstones, among other issues.
CollectionsSep 18, 2026
Nanis Transforms Its ‘Boule’ Into a Mirror Our Piece of the Week is a pair of drop earrings from the “Sway” collection featuring Nanis’ first use of mirror-polished gold.
GradingSep 18, 2026
De Beers Introduces Faster Version of Diamond Screening Machine SynthDetect 2 can scan a full tray in less than five minutes, De Beers said, making it six times faster than its predecessors.
AuctionsSep 18, 2026
Noonans To Auction Medieval Gold Seal Ring Recovered By 2 FriendsTwo metal detectorists discovered the ring, which may have belonged to English noblewoman Matilda of Lancaster, in Suffolk.
Policies & IssuesSep 17, 2026
Tariffs on India Could Increase as Russian Sanctions Bill Heads to Trump’s DeskThe bill has a provision that allows the president to raise tariffs on countries that import Russian oil and gas to as much as 100 percent.
