A customer just asked me if I could repair a piece she owns that someone else made. I can, however I don't want to become "known" for doing jewelry repair work... what should I tell her?
The fact that she asked if you could repair it means she trusts your skill and is comfortable with you. That's a great compliment! Every contact that you have with a current customer is a selling opportunity. You might tell her you'll take a look at the broken piece and, if it's within your skill set, repair it or refer her to someone who can. Give her an estimate up front for the repair costs (including materials) and make sure there's agreement on the work and any guarantees. Generally, repair work is an excellent way to maintain and even strengthen relationships with your clients.
- Dr. David Weiman
Dr. David Weiman is a respected expert in the field of marketing and selling handcrafted jewelry and a well-read contributor to Fire Mountain Gems and Beads "Ask the Experts". He is the author of Introduction to Marketing and Selling Jewelry, The Jewelry Selling Answer Book and The 5 Keys to Selling Handcrafted Jewelry. A free newsletter on selling handmade jewelry is available at his website: www.marketingjewelry.com.