CollectionsApr 03, 2026
Taylor Swift’s ‘Elizabeth Taylor’ Video Puts Jewelry Front and CenterIconic pieces, like the Mike Todd Diamond Tiara, appear in the superstar’s new music video for her song inspired by the actress.
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.
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
MajorsApr 03, 2026
Saks Global Says It Will Emerge From Bankruptcy This SummerThe luxury retailer, which went Chapter 11 in January, announced Thursday that it has secured $500 million in exit financing.
Events & AwardsApr 03, 2026
JCK Luxury, NouvelleBox Partner on New Designer BallroomThe NouvelleBox ballroom will feature independent jewelry designers, including Lene Vibe, Wyld Box Jewelry, and Kiaia Limited.
Brought to you by
Protect Your Customers and Your BusinessYou deserve to know what you are selling–to protect your customers as well as your business and your reputation.
CollectionsApr 03, 2026
Buddha Mama Brings Its ‘Moon’ Locket To DallasThe one-of-a-kind locket, our Piece of the Week, opens to reveal three hidden images to keep close to your heart.
Weekly QuizApr 02, 2026
This Week’s QuizTest your jewelry news knowledge by answering these questions.
MajorsApr 02, 2026
Pandora Opens New Canadian Distribution Center Amid Tariff ConcernsThe new facility was also designed to better serve its growing customer base in Canada.
TrendsApr 02, 2026
Michelle Yeoh Fronts New Mikimoto Campaign The campaign is a tribute to the year 1893, when Kokichi Mikimoto created the world’s first cultured pearl.
Brought to you by
Is This You? Every Jeweler Has This Problem; We Have the Solution.Every jeweler faces the same challenge: helping customers protect what they love. Here’s the solution designed for today’s jewelry business.
GradingApr 02, 2026
GIA Debuts New Campus in TaiwanIt is the only GIA school to offer the GIA Graduate Gemologist program in Chinese.
MajorsApr 02, 2026
DCA Launches ‘Second Spark’ Workforce InitiativeThe initiative connects veterans and parents returning to the workforce with careers in jewelry retail.
MajorsApr 02, 2026
Hoover & Strong Names New National Sales RepresentativeThe wholesale manufacturer and precious metals refiner has appointed Michael Angelo as its new national sales representative.
MajorsApr 01, 2026
Foundrae Sues Pandora for Allegedly Copying Its Medallion DesignsFoundrae also accused the jewelry giant of copying its mood board style of marketing.
AuctionsApr 01, 2026
John Jacob Astor IV’s Titanic Pocket Watch Heads to AuctionA Patek Philippe for Tiffany & Co. timepiece owned by the American businessman who died on the Titanic will be offered at Freeman's Chicago.
SurveysApr 01, 2026
Consumers’ Outlook Improves Again in MarchThe Conference Board’s Consumer Confidence Index edged up, with optimism about the present outweighing worries about the future.
IndependentsApr 01, 2026
Zachary’s Jewelers’ Constance Polamalu to Release Children’s BookThe retailer’s Zach Bear gift comes to life in “Zach Bear and the Window Necklace,” which centers on curiosity, bravery, and helping.
Events & AwardsApr 01, 2026
AGA Opens 2026 Gemological Scholarship, Research Grant ApplicationsApplications are open for the AGA Gemological Scholarship Program through May 15, and until June 2027 for the Gemological Research Grant.
ColumnistsMar 31, 2026
Q1 Clues That Reveal Where Your Jewelry Store’s Sales Are Heading These customer behavior patterns say a lot about how successful your jewelry store is going to be this year, Emmanuel Raheb writes.
CollectionsMar 31, 2026
Mejuri Adds Silver to ‘Puzzle’ CollectionMejuri’s popular collection of 18-karat yellow gold vermeil rings debuted in sterling silver alongside new “Puzzle” slider charms.
CollectionsMar 31, 2026
Buddha Mama, Ashley Longshore to Host Pop-Up in DallasThe Miami-based jewelry brand and the NYC-based artist will be in Dallas from April 9-11.
SourcingMar 31, 2026
NDC Designates April 8 as 'World Diamond Day'The initiative invites those in the industry to share stories on social media highlighting the meaning and impact of natural diamonds.
SourcingMar 31, 2026
GIA VP Jillian Wolk to Take Over at Tracr Wolk’s first day on the job as CEO of Tracr, De Beers Group’s blockchain platform, will be May 1.
EditorsMar 30, 2026
Tom Moses Looks Back on His Decades at GIA Moses, who will leave the lab in May after nearly 50 years, discusses his start in the business, gemstones that stand out, and what’s next.
TrendsMar 30, 2026
Oscar Heyman Debuts First Spring CatalogThe new catalog, which showcases 35 one-of-a-kind pieces of jewelry, is a compliment to the company’s popular holiday catalog.
SourcingMar 30, 2026
Rio Tinto Hauls Last Load from DiavikProduction has ceased at the Canadian diamond mine, which has yielded more than 150 million carats of rough diamonds in its 23-year run.
MajorsMar 30, 2026
Tanishq Opens First New England LocationThe store opening marks the 10th United States location for the India-based jewelry retailer.
MajorsMar 27, 2026
Saks Global Has Changed Its Mind About Closing These 3 StoresTwo Saks Fifth Avenue locations, one in Florida and one in California, and one Neiman Marcus store are off the chopping block.
IndependentsMar 27, 2026
Jimmy West, Longtime LJG Executive Director, Dies at 72West, who started in the art department at the Leading Jewelers Guild in 1979, is remembered for his patience, kindness, and dedication.
