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.
TechnologyMar 17, 2016
4 Tips for Eliminating the Negative on Social Media
Likeable Local’s Beth Henderson shares a handful of hacks jewelers can use to combat, and even prevent, the negative comments left on their social media sites.
Negativity: sometimes it seems as if there is absolutely no escape from it.
In a customer-facing business like jewelry, you are constantly bombarded by people’s personal opinions. Some positive and some … not so much.
Sure, individuals can say whatever they want online, but with these simple hacks you can easily combat, or simply prevent, negativity on social media.
1. Do NOT Delete or Ignore
Unless a comment is obscene, profane or bigoted, or contains someone’s personal and private information, never delete negativity from a social network site or blog. This sounds counterintuitive, right? Think again. Deleting comments shows that either you are hiding something or do not care about what these people have to say.
The next impulse would be simply to ignore it. However, this is just as bad if not worse. No response is a response. Like deleting a comment, ignoring negative feedback sends the message that your customers’ opinions don’t matter. That is not the impression you want to make on potential customers.
2. Respond Quickly and Resolve Immediately
The first step toward resolving the issue is responding publicly. This shows that you are straightforward and honestly looking to fix the problem. After initially grabbing their attention, take it private by responding via direct message on your social channels to illustrate that you take personal responsibility for the issue at hand. In addition, this will allow a free exchange of information so you can fully make things right. Just remember, the five most important words in social are “I am sorry” and “Thank you.”
3. Turn Complainers into Supporters with Surprise and Delight
What’s the best way to prove the excellence of your jewelry business? Turn those negative individuals into evangelists with an extra dose of surprise and delight.
Has someone’s new bracelet just broken? Respond that you will fix it and then add on a discount or other promotion to show how much you value their patronage.
It’s not hard to turn a frown into
a smile. Just know that strong customer service is a vital skill that cannot be ignored. It also can’t hurt to add a dash of excitement to any apology you might have to make.
4. Incentivize for Positive Feedback
Instead of focusing on the negative, try to encourage positivity to blossom on your social channels. Create incentives such as discounts or competitions to incentivize your customers to post positive reviews online.
It’s a fact that unhappy people are more likely to write reviews than happy ones, so try to coax your pleased customers out of the woodwork with incentives. Incentives give them a reason to remember your store fondly and in turn write messages of positivity, balancing out any negativity in sight.
Complaints are unavoidable. However, there are ways to resolve any unhappiness that may appear on your social media pages.
Address the problem head on, do your best to resolve it, and go above and beyond to surprise the unhappy party and turn them into a fan.
Closing your eyes and denying the existence of negativity will only make your problems grow. Face them head on and you can easily resolve anything that brings down your social standing online.
Beth Henderson is the marketing coordinator at Likeable Local, a partner of Jewelers of America and the creators of Likeable Hub, a powerful platform with an easy-to-use mobile app that helps small businesses, like jewelers, succeed with social media. Reach her at beth@likeablelocal.com.
More on Technology
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.
IndependentsJan 05, 2026
Jeweler Ben Nighthorse Campbell Dies at 92The master jeweler, Olympian, former senator, and Korean War veteran founded the brand Nighthorse Jewelry.
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.
