SurveysJan 30, 2026
These Are the Top Brands of 2026, Says YouGovFrom tech platforms to candy companies, here’s how some of the highest-ranking brands earned their spot on the list.
OtherMar 23, 2015
Coach’s Corner: 6 things salespeople shouldn’t do
Taking cell phone calls and texting in front of customers are two of the “never ever” scenarios Pat Henneberry outlines in the latest Coach’s Corner.
Pat Henneberry is vice president of global learning and development at Hearts On Fire. She also is founder of The Jewelry Coach, a sales training community for jewelers. Reach her at pat@thejewelrycoach.com.
Technology can be a useful tool. It connects people with their family and friends, and helps us easily find places and items we desire.
But in the sales process it also can be distracting, sometimes making customers feel that a salesperson is not giving them their full attention.
Outlined below are six things sales people should “never ever” do, three of which involve smartphones and/or social media and another that involves one of the subjects that you should never bring up at the dinner table--politics.
1) Never ever: Look at your cell phone or take a call with a customer.
If you are going through a family emergency--let’s say, for example, you just learned your children’s car pool has been disrupted and your kids soon will be standing out on a street corner by themselves--then let a colleague know that you will need help with your customer.
I would also be very transparent with your customer and let them know the truth--that you might need to take a call soon. Let them know it will take 30 seconds. We are all human and I am sure they will understand.
2) Never ever: Text in front of a customer.
Your customers can text as much as they like. Most likely, if they are a Millennial they are tweeting about their experience with you, looking up the brand you are showing them or using a social network site to see if any of their friends like that brand.
3) Never ever: Not answer a customer’s question.
This doesn’t mean you answer every question even if you don’t know the correct answer. It means if you want credibility, and if you want to build trust, let your customer know you don’t know the answer but you will find out.
Look it up together if you have the time and you know it would be easy. If it’s a more detailed question, give them a time you will get back with them with the answer.
4) Never ever: Talk politics with a customer, even if you are 100 percent sure they are totally on the same page.
Even then, it’s a bad idea. There could be other customers in the store who can hear your conversation who don’t agree with your views and you could upset them.
5) Never ever: Vent on your Facebook page or any social media venue.
Editors' Picks
Sponsored by
If you invite a customer into your social networking world, you need to be very careful what you say.
I know it’s “your” site and if they are there they better be prepared to see anything … no! That’s not how it rolls when you are in sales and representing a store.
The quickest way to lose a customer, or a friend for that matter, is to use your social networking sites as a place to vent. Save it for the bar with your close friends.
No one ever said, ‘I can’t wait to go onto Facebook to read angry vents about subjects.”
6) Never ever: Let failure enter into your mind.
Redefine everything as a “learning experience” and then focus on finding out how to get a better result. You will have tough days, you will make mistakes. My dad use to say “the person who makes no mistakes does nothing.” Just hang in there and keep learning.
Make it the best sales day ever!
More on Other
The Latest
CollectionsJan 30, 2026
Follow the Beat With Etiq’s ‘Khol’ RingThe “Khol” ring, our Piece of the Week, transforms the traditional Indian Khol drum into playful jewelry through hand-carved lapis.
MajorsJan 30, 2026
Arch Crown’s 2026 ‘Tag & Label’ Catalog Is HereThe catalog includes more than 100 styles of stock, pre-printed, and custom tags and labels, as well as bar code technology products.
Brought to you by
The MJSA Mentor & Apprenticeship Program: Attracting & Training the Next Generation of Bench JewelersLaunched in 2023, the program will help the passing of knowledge between generations and alleviate the shortage of bench jewelers.
CollectionsJan 29, 2026
Ghirardelli’s ‘Chocolocket’ Returns for Valentine’s DayThe chocolatier is bringing back its chocolate-inspired locket, offering sets of two to celebrate “perfect pairs.”
Weekly QuizJan 29, 2026
This Week’s QuizTest your jewelry news knowledge by answering these questions.
AuctionsJan 29, 2026
These Were Bonhams’ Top 10 Jewelry Lots in 2025The top lot of the year was a 1930s Cartier tiara owned by Nancy, Viscountess Astor, which sold for $1.2 million in London last summer.
SourcingJan 29, 2026
Stuller Website to Mark AGTA-Sourced GemstonesAny gemstones on Stuller.com that were sourced by an AGTA vendor member will now bear the association’s logo.
Brought to you by
How Jewelers Can Fight Back Against Cell JammersCriminals are using cell jammers to disable alarms, but new technology like JamAlert™ can stop them.
WatchesJan 29, 2026
Audemars Piguet Opens AP House in AtlantaThe Swiss watchmaker has brought its latest immersive boutique to Atlanta, a city it described as “an epicenter of music and storytelling.”
SourcingJan 28, 2026
Ethical Gem Fair to Debut Designer Showcase in TucsonThe new addition will feature finished jewelry created using “consciously sourced” gemstones.
ColumnistsJan 28, 2026
Peter Smith: Setting the Next Generation Up for SuccessIn his new column, Smith advises playing to your successor's strengths and resisting the urge to become a backseat driver.
SurveysJan 28, 2026
Consumer Confidence Falls Below Pandemic Lows in JanuaryThe index fell to its lowest level since May 2014 amid concerns about the present and the future.
IndependentsJan 28, 2026
Foundrae Heads to Aspen for Latest Store OpeningThe new store in Aspen, Colorado, takes inspiration from a stately library for its intimate yet elevated interior design.
FinancialsJan 28, 2026
Tiffany & Co., Bulgari Sales Resilient as LVMH’s 2025 Sales SlipThe brands’ high jewelry collections performed especially well last year despite a challenging environment.
CollectionsJan 27, 2026
De Beers London, GemFair Debut New Collection Highlighting Artisanal DiamondsThe collection marks the first time GemFair’s artisanal diamonds will be brought directly to consumers.
SourcingJan 27, 2026
GemGuide Launches Pricing for Montana SapphiresThe initial charts are for blue, teal, and green material, each grouped into three charts categorized as good, fine, and extra fine.
TechnologyJan 27, 2026
Clientbook Launches Appointment Booking ToolThe new tool can assign the appropriate associate based on the client or appointment type and automate personalized text message follow-ups.
SourcingJan 26, 2026
Tucson Preview 2026: Earthy Tones and Innovative Shapes Buyers are expected to gravitate toward gemstones that have a little something special, just like last year.
SourcingJan 26, 2026
Angolan Diamond Cos. Join NDC as Rio Tinto, Murowa Exit Endiama and Sodiam will contribute money to the marketing of natural diamonds as new members of the Natural Diamond Council.
MajorsJan 26, 2026
Francesca’s To Close All StoresThe retailer operates more than 450 boutiques across 45 states, according to its website.
MajorsJan 26, 2026
BIJC Names 5 New Board MembersThe new members’ skills span communications, business development, advocacy, and industry leadership.
CollectionsJan 26, 2026
Tiffany & Co. Celebrates 189 Years of Love StoriesThe jeweler’s 2026 Valentine’s Day campaign, “Celebrating Love Stories Since 1837,” includes a short firm starring actress Adria Arjona.
GradingJan 26, 2026
DCA Updates Colored Gemstone CourseThe new features include interactive flashcards and scenario-based roleplay with AI tools.
MajorsJan 23, 2026
Watches of Switzerland Acquires 4-Store Jewelry Chain in TexasFamily-owned jewelry and watch retailer Deutsch & Deutsch has stores in El Paso, Laredo, McAllen, and Victoria.
WatchesJan 23, 2026
Damiani Group to Acquire Baume & MercierThe Italian luxury company purchased the nearly 200-year-old Swiss watch brand from Richemont.
TrendsJan 23, 2026
Martin Katz’s Earrings Call to Mind Wintry Weather Micro-set with hundreds of diamonds, these snowflake earrings recreate “winter’s most elegant silhouette,” and are our Piece of the Week.
MajorsJan 23, 2026
Rembrandt Charms Names New Director of Creative, Brand StrategyElla Blum was appointed to the newly created role.
