The king lives: Rolex was the runaway choice for the most wished-for brand. Overall, watch brands were more desired by retailers, likely because those brands are more recognized by consumers due to massive marketing budgets. The most wanted jewelry brands were Gabriel & Co., David Yurman and Cartier, in that order, followed closely by designer Alex Sepkus.
special delivery. A black opal of exceptional quality showed up in my mail with the note to make a “large custom ring” in 18K gold. A regular customer just sent it and said, “Make me something beautiful.”
a meaningful gift. A farm couple celebrating their 50th anniversary bought a $150 10K gold and sapphire ring. The emotion of the couple was more rewarding than anything else. It was not much, but it was what they could afford. It was what it meant to them that was so special.
a son closes the sale. A 1-carat diamond for a 50th-wedding anniversary. The husband did not want to spend that much, and the son told him his mother was worth more per year than the cost of the ring. He paid cash on the spot.
a last wish. A first-time customer came into our store and told us that a friend had recommended us. She asked if we made jewelry on the premises and we told her that we did. She then showed us several pieces of gents’ jewelry that she had brought with her and asked if we could use both the stones and the gold to make new pieces. She needed several ladies and several gents’ pieces. If memory serves me correctly, 13 in total. We came up with the designs and she gave us the OK to proceed, provided we could finish all items in five days. She explained that she had just come from the hospital where she had been visiting her dying father and that he had given her the task of taking his jewelry and converting it into multiple pieces so that he could give each of his loved ones a piece to remember him by. Needless to say, this project took center stage and was completed on time. He died three days after he got to give his gifts. She has become not only a fantastic customer, but also a friend.
a bonus. A 5-carat diamond sold to a client to put into his ring. I took what I made from the sale and bought my dream car, a 1966 GTO trig power convertible.
a turning point. For three years running, a middle-aged couple, not married, came in during a local festival. They looked at stones and talked about a custom “not-wedding, not-engagement ring”. By the third year it had become a joke because they thought it was as unlikely that they would buy a ring as it was that they would get married. I got them very excited about a trilliant purple sapphire and made a custom ring. After they came to pick it up, he proposed on the steps outside the store. This is the only experience I have had where the process of shopping for jewelry was the turning point toward actual marriage.
is this a practical joke? A dealer who bought six pieces I thought would be buried with me and who paid full price.
the best revenge. My best customer walks in and requests the most expensive item available to walk out with. When asked for what occasion she was buying this item, she says, “To teach my husband a lesson; he bought us a new tractor as our anniversary gift. Then he told me I wasn’t allowed to drive the new tractor. So, he will learn not to get me a gift I can’t use.”
a lasting lesson. I had just started in the business and an older gentleman walked in the store, not well dressed and not particularly well groomed, and wanted to look at something for his 25th anniversary. He was carrying a cigar box under his arm. Not being well trained but remembering the 25th was silver, I showed him several sterling pieces. I could tell we weren’t connecting, and he finally indicated he wanted something nicer. He picked out a beautiful white gold and diamond pendant worth 10 times what I was initially showing him. As he came to the counter to pay, he opened his cigar box. It was full of cash, from $1 bills to $100 bills. He had been saving money for years to pay for this piece. It is still one of the best sales lessons I’ve ever had!
a layaway legend. A gentleman put two rings on layaway ($79 and $89) for his wife and daughter for Christmas gifts. He paid $4 every week. They came in on the 26th to have them sized. They were so thrilled, you would have thought he had spent thousands.
the last gift. I recently had the opportunity to sell a custom designed ring to a gentleman who was about to celebrate his 50th wedding anniversary. His wife had been battling cancer off and on for the last five years. She wasn’t doing too well. His 50th wedding anniversary was on the 29th of August. It was supposed to be done on the 22nd, so no concerns. I received a text asking me if we could bump up the due date to the 17th because his wife had taken a turn for the worse. I said we would have the ring ready. It wasn’t easy, and required some sacrifice from our team, but we made it happen. I delivered it to him on the 17th of August. He was happy to be able to give it to her at the big celebration that evening with family and friends. I just got word this morning (August 24th) that his dear wife passed away in her sleep last night. I am happy he got to give her this last gift with so much meaning and that we were able to be a part of it.
a beautiful gesture. A bracelet given to the widow of a suicide victim, engraved inside with the names of 20 friends and the phrase “may you always be surrounded by a circle of friends.”
a dream piece. A necklace I saw in a dream. I woke up, drew it, created the piece, called a customer in another state and told him his wife had to have it. He bought it and she loved it.
more for her money. A little girl about 5 years old with her piggy bank in hand, wanting to get her mom a diamond heart for Mother’s Day. She had just under $10 in coins. The project was completed just in time for Mother’s Day. Best sale ever!
For Jim Woodard, owner of Woodard’s Diamonds & Design in Tullahoma, Tenn., when it was time for a moving sale, there was only one company to help with the event: Wilkerson. “They brought in the right team for us,” he says, remarking about the sale’s extraordinary results, including a nearly 500% monthly sales increase compared to the previous year. “I wanted to have the best in the industry. And that’s the main reason why I contacted Wilkerson.”
Consider the holiday shopper: stressed, confused, possibly hungry and above all, in search of a friendly face.
Make sure your store is a relaxed environment where shoppers know they can unwind, take their time, enjoy a snack and a drink, and find a cheerful someone to greet them immediately and help them ASAP.
“That in itself can make all the difference,” says Tammy Benda of Bottom Line Marketing, who reminds her retail-jewelry clients that the holiday hustle can be as overwhelming for shoppers as it is for retailers. Impersonal Internet shopping, although a convenience, is missing that human touch that only you, their personal shopper, can provide. “That’s very important during the holidays because you’re not just competing with other jewelry stores, but with purses, clothes, electronics, home improvement,” she says.
Here are some ideas to make sure those stressed out shoppers find your store and find what they’re looking for when they get there.
1Make it fun to visit. Have an ugly sweater contest among your staff and ask your customers to vote on a winner. Ask customers to submit their own ugly sweater photos on social media, Benda suggests.
2Feed them. Jennifer Farnes of Revolution Jewelry Works in Colorado Springs, CO, is planning a food-truck event. “Most highly rated food trucks have a big and loyal following on social media,” she says. “It’s a great way to promote local restaurateurs while exposing their regulars to our business. Also we are trying to put together a live music event featuring local individual musicians all day long, with hors d’oeuvres and drinks.”
3Spend money on social media to target not only your customers and their friends, but lookalike audiences as well. “A lot of businesses say ‘I have 10,000 followers on my Facebook page.’ But Facebook is not going to deliver your ads for free,” Benda says. “There is far less organic reach during the holidays than at any time of year because there is so much competition.
“Make sure everyone who goes to your site is retargeted. When they get to your website, follow them around and virtually say ‘I know you are looking for an engagement ring, this is why you should buy an engagement ring from us,’ and then list all of the reasons why buying that ring from you is the best choice.”
4Be human in your marketing. In other words, be the human being that that customer wants to come in and talk to. Have your staff appear in videos showing their favorite gifts under $500. Put a personality on your social media, a smile, a welcoming voice.
5Experiment. If you’ve always done things one way with middling results, consider trying it a different way. Tom Schowalter of Miners Den Jewelers in Royal Oak, MI, plans a big sales event each November to kickstart the holiday season. “In the past, we mailed over 20,000 direct mail cards; last year we did everything via email, text and Facebook and we got a bigger response.”
Lacey Madsen of Lacey’s Custom Jewelry in Bismarck, ND, has hosted ladies nights and men’s nights, as well as remounting, vintage and loose-gemstone events. This year, she experimented in September with a preview event, inviting customers in to help her select new holiday inventory.
Chris Wattsson of Wattsson & Wattsson Jeweler in Marquette, MI, is updating his holiday events, including the traditional ladies night. He’s found that wish-list conversions have been steadily declining, so this year’s event will target self-purchasing women and include a gift with purchase or a dollar amount off for a dollar amount spent. Soon after Christmas, he’s also planning a new event targeted at people who received jewelry online for Christmas and are looking for sizings and appraisals.
6Start early. Ellen Hertz, owner of Max’s Jewelry in St. Louis Park, MN, is scheduling all of her holiday trunk shows in November this year to capture holiday shopping dollars earlier. “One of the things I’ve heard a few too many times is somebody coming in for an event toward the end of the year, and saying, ‘Oh, I wish I had known, I already got a present for my wife or girlfriend or daughter.’ I don’t want to hear that anymore. So I’m going to jump start the holiday season. I’m not going to be obnoxious and horrible by putting out the glass ornaments and cards that we sell before Halloween, but Nov. 1 is turning into holidays in the store.”
7Save some energy for the homestretch. Try as you might to encourage early shoppers, it’s hard to change habits, Benda says. “Those last three days — Dec. 22, 23 and 24 — are going to be the craziest days no matter what you do.”
Family-owned Croghan’s Jewel Box in Charleston, SC, believes in the power of appreciation. Each year, Rhett Ramsay Outten and her team print a list of their top 100 customers in terms of dollars and frequency of purchase. “We choose something to send each of them with a handwritten note saying thank you for your business this year,” she says. “One year we partnered with an exciting new hotel in town and gave them a night and dinner on us. Some years we send a $100 gift certificate with a pretty ornament. It is a nice touchstone and people seem to appreciate being appreciated! It definitely brings them back in the store!”
At Max’s Jewelry in St. Louis Park, MN, owner Ellen Hertz had been phasing out her printed holiday catalog in favor of a digital version; last year, she dropped the print version altogether. But this year, she’s going to deconstruct it into multiple Instagram stories. Hertz believes the new format will be more far-reaching. “The catalog in the past has brought us for the most part the same customers,” she says. “We had people come in who saw things in the catalog they liked, but by and large, those were our customers who were inclined to shop with us regardless of whether or not we had a catalog. I don’t know how many new eyeballs it reached. But Instagram is a good venue for us.” It’s possible they will also bundle the posts together at some point and make it a catalog. But if they do, that catalog will be digital. “Basically, it’s digital, digital, digital,” Hertz says. A year ago Max’s also launched an intense national digital branding and retargeting campaign. “My goal is to link people through those ads to those catalog stories,” Hertz says.
Mike Miller of MJ Miller & Co. in Barrington, IL, has produced a holiday catalog for three decades that continues to be the best sales tool in his holiday marketing repertoire. The key to the project’s enduring success, he says, is the personalization that comes from enlisting customers as models; the models and their friends and families become instant brand ambassadors.
The 2019 catalog showcased 64 pages of jewelry worn by 24 of their customers. Each model is selected specifically to wear a featured piece of jewelry. “We look at the piece of jewelry and we think we know what will look best on a certain customer,” says Lynnette Solomon, special events coordinator. “We can envision a customer wearing it.”
They partner with a salon for hair and makeup, and the photo shoot is done at the store throughout June. Models, along with their friends and family, are invited to a champagne-fueled “Catalog Reveal Party” in September to view the finished product first. “We are the talk of the town,” Solomon says. “Everybody wants to see who is in it and what they are wearing.”
MJ Miller enlists customers to model for a holiday catalog that’s mailed all over the world and celebrated with an invitation-only, catalog-reveal party.
If that hot commodity of a catalog is not in customers’ hands by mid-October, the phone will ring. “If it’s a day late, people want to know, `Where’s my catalog?’” Miller says. And while the catalog has been online for years now, customers still prefer to hold this marketing marvel in their hands. So Miller keeps thousands on site and orders more from the printer as needed to meet requests that exceed the initial mailing of 150,000 copies. Most are mailed in the Chicago area, but the customer base encompasses all 50 states and 13 foreign countries, so this locally produced catalog has global reach.
Barry Fixler of Barry’s Estate Jewelry in Bardonia, NY, would not call himself social-media savvy. His forte is TV commercials, in which he has invested significantly for years. So, when he decided to give away a $5,000 diamond engagement ring, he enlisted the help of a social-media guru. The first 150 couples to respond to the promotion by email would be entered in a chance to win the ring, but would be required to show up at the store for the drawing. By the day of the drawing, Fixler had set up a tent to accommodate 300 people with food, entertainment, heat, and a photo booth. Then he discovered that his guru had failed to follow up and invite the contestants to the event. “I expected 300 people and only 20 people showed up,” Fixler says.
Barry Fixler’s diamond-ring giveaway resulted in a spontaneous reaction that he was able to turn into a TV commercial with wide appeal.
But, turning to his tried-and-true marketing medium, he notified both his TV production company, (theTerry Snyder Co.) and a local TV station in an effort to salvage his marketing investment. That part turned out better than he could have anticipated. When a young couple won the ring, the groom-to-be knelt and proposed on the spot, and his bride-to-be said, “yes,” through her tears, all while the cameras rolled. Fixler was also able to use the unscripted, heartfelt moment in a memorable commercial. “That was a home run,” Fixler says. “It was a super, super hit. It brought more customers here. What I thought was a major bomb turned out to be a huge success.”
Before and after photos of a ring that was redesigned for the Revolution Jewelry Works’ “Make Over My Ring” 2018 contest.
A few Novembers ago, Revolution Jewelry Works in Colorado Springs, CO, first partnered with a local TV station for a promotion called “Make Over My Ring.” Owner Jennifer Farnes had a good working relationship with the TV station, so much of the publicity was good will. “If you’re nice to salespeople, when opportunities come up, you can cross-promote,” she says. Contestants submitted photos of dubiously designed jewelry that they wanted to transform. TV viewers voted on the ugliest. The owner of the ring deemed the absolute ugliest would win a $1,500 makeover at Revolution Jewelry Works that included CAD design, casting and setting. That first year, voters chose a wedding ring with a missing center stone that was also afflicted with “monstrous channels” and an early ‘80s design. The winner used everything left in the ring to create a new cluster ring with a compressed halo. Social media followers as well as the TV audience loved it, and so the contest was repeated in 2017 and 2018, drawing steady attention to Revolution’s custom and makeover talents.
Nicole Moret of Seita Jewelers of Tarentum, PA, has worked with Gemfind for the past year on digital marketing, and this will be the first holiday season they’ve used geo-fencing as a marketing tool.
Geo-fencing draws a virtual line around a perimeter and targets mobile-device users. “If a customer has walked into a location and their IP address is grabbed, then your ad is going to be served on any of 10,000 apps,” says Alex Fetanat, founder and CEO of GemFind. “The beauty of this is it’s a targeted marketing effort. You can geo-fence the location around a big box competitor or anywhere you think your potential customers will walk into. As they walk in and when they go home, your ads will appear on their apps for about 30 days. You can grow your brand awareness and it’s trackable.”
Geo-fencing just makes sense, Moret says. “As a consumer, I’ve been geo-fenced myself. It gets the consumer what they’re looking for in a quicker and easier way. We target local businesses within 20 miles, some of the major areas, malls, country clubs, grocery stores and other jewelry stores to raise awareness that we’re here. We’ve had proven walk-ins from them and phone calls. Our general traffic from the website and online inquiries has increased.” The geo-fencing ads include a call to action — click to call, to get directions or to make an appointment. “We talk about selection. We do have a very large selection and we offer custom design. Engagement and wedding rings are always a top priority.”
Since 2017, Borsheims in Omaha, NE, has offered variations on a theme of a gift collection that debuts in the holiday preview catalog. The 2019 Holiday Bling Box has a “chic-glam” theme and includes a Citizen rose-tone and white-ceramic Chandler watch, 14K gold huggie hoop earrings with a full carat of diamonds, a 14K white gold diamond line necklace and an Orrefors small Carat vase, all for $1,685. All items come packaged in a single box and wrapped in Borsheims signature silver with a burgundy bow.
Adrienne Fay, Borsheims vice president overseeing the customer-purchase journey, says the Bling Boxes were created as a response to research about what customers want. “Beyond saving customers time, they’re fun to give, fun to receive, and are a gift that will really be treasured,” Fay says. After experimenting with a variety of price points and options, they determined that focusing on only one option in the $1,000 to $1,600 range worked best. They choose one strong seller — such as the diamond hoops this year — and then add pieces to complement it. The other pieces represent the breadth of merchandise categories available in the store, such as giftware and watches. “People say they really like this one item, and all of these other gifts are a bonus,” says Fay. Sometimes the boxes are disassembled and given as gifts to more than one recipient.
At Mucklow’s Fine Jewelry in Peachtree City, GA, “Cover Two Holidays At Once” is designed to provide value for customer loyalty. The goal of the promotion is to extend the December holiday season into the Valentine’s Day season. During December, clients receive 10 percent of their purchase back in the form of a gift certificate that can be used from Jan. 9 to Feb. 28. During that period in 2019, the store had a 19 percent increase in the number of units sold, a 40 percent increase in average ticket price, and 56 percent increase in merchandise profit vs. the previous year.
“This promotion added significant value to the Mucklow’s shopping experience, strengthened our community relationships and increased bottom line sales in a traditionally slow quarter,” manager Rod Worley says.
At Midwest Jewelers & Estate Buyers in Zionsville, IN, no one’s in a rush on Black Friday. Doors open at noon sharp for the Sleep-In Sale. “Unless you have a $1 TV for sale, who wants to show up at midnight?” says Allyson Gutwein, store manager. To make it even more relaxed, employees wear pajamas to work and serve hot chocolate and biscotti to customers, who are invited to show up similarly attired. Customers who do wear pajamas are entered in a drawing to win discounts, the best of which is 50 percent off anything in the store. The staff got together and found zip-up onesies to wear in solidarity. “Last year I sold a very high-end ring while in pigtails and a reindeer onesie,” Gutwein says. “If you can sell a high-end ring wearing that, you can do it any other day.” Luckily, customers’ choice of pajamas have all been quite modest, and generally climate-appropriate flannel. “You do wonder if you try something out-of-the-box that someone’s going to take it too far, but there’s been nothing salacious,” Gutwein says.
Staffers wear pajamas to work for the Sleep-In Sale at Midwest Jewelers & Estate Buyers. From left, Allyson Gutwein, Emilie Ritchie and Alley Pontius.
Owner Brian McCall jokes that he hasn’t been invited to the event, possibly because no one wants to see him in pajamas, but Gutwein disputes that claim. “Everyone is invited,” she says.
Toner Jewelers promoted its “Guess the Weight of the Gemstones” contest on the front cover of a holiday catalog.
Last year, Alisha Moore and the Toner Jewelers team in Overland Park, KS, filled a wine glass full of random gemstones and displayed it in one of their cases. Then they mailed out thousands of catalogs. The front cover of the catalog promoted the “Guess the Weight of the Gemstones” contest. Customers could enter the contest once a day while in the store, but they were required to share their contact information. First prize was a $5,000 store gift card. “There was excitement about it when regulars would come in,” Moore says. “You couldn’t touch it or handle it, but people would stand there and do calculations. Other people in the store were asking what they were doing and would join them. The first place winner was a good client of ours, and yes, she made guesses every day. It was a good, no-pressure way for us to capture information.”
If you don’t have it, they can’t buy it. A Bernie Robbins Jewelers customer recently spotted a 7-carat diamond ring in a case, loved it and bought it on the spot, which made owner Harvey Rovinsky ponder the vast potential of focusing on his luxury clientele. “We’ve identified a significant number of clients who have the ability to spend six-figures-plus, and we wanted to reach out to them,” says Rovinsky, who owns five stores in Pennsylvania and New Jersey.
Bernie Robbins’ luxe catalog introduces a high-end diamond collection pre-holidayin an effort to romance luxury shoppers.
So the team at Bernie Robbins is launching a Luxury Diamonds line this holiday season, which Rovinsky believes to be the largest collection of 3-plus carat diamonds in their market. They’re also building areas in their stores to house fancy, GIA-certified diamonds in green, pink, blue and orange. Some will be ready to go: “We thought if we mount them and talk about them, we are selling rings and other jewelry, which is way different than selling a diamond in a paper,” Rovinsky says. They’re also producing a high-end catalog to accompany the Luxury Diamond collection. Each book costs $25 to produce. “Everything is funneling toward the holiday,” Rovinsky says, “but we expect this initiative to be a year-round thing.”
A promotion involving the color orange saved Harris Jewelers from an anticipated road-construction slowdown for the 2018 holiday season and beyond.
When a major construction project claimed the street in front of Harris Jewelers in Rio Rancho, NM, in fall 2018, Karen Fitzpatrick expected a 40 percent drop in holiday business. But instead, due to a fun promotion combined with an aggressive radio and Facebook ad campaign, she’s met her goal every month since then, even as the construction project dragged on for a year.
Here’s the promotion she credits with her success: For every $10 spent in the store, including on watch batteries, guests receive an orange ticket (a shout-out to the orange construction barrels). Every Monday, Fitzpatrick and team draw 10 tickets, which are then posted on a wall in the store. So shoppers must return to the store by Saturday to see if they won. She clears out old inventory with the promotion, too, since winners choose from a showcase of wrapped jewelry gifts from the half-off case. “We have customers addicted to this,” Fitzpatrick says. Winners’ pictures are posted on social media. “I cannot tell you what a success this has been,” she says. “We even have an orange barrel, named George, with a tumbleweed head in our vestibule that we decorate for the holidays.”
Have you ever walked into a Target and it transports you directly into an idea or event to come? Take Memorial Day for example: baked beans, hot dogs, sunscreen, plasticware … everything needed for a picnic is displayed right when you walk in. You go from running an errand to preparing for an experience. Since the jewelry business is so emotional, it is paramount to maintain the beauty and allure of a brick-and-mortar showroom. That being said, you don’t necessarily need all of the bells and whistles to captivate your customer. The answer is already lying in your cases! If setting out your jewelry in the morning isn’t the highlight of your day, you’re not alone. It’s easy to be mentally preoccupied by other seemingly more important responsibilities. But understand this: store setup is the most vital time of the day. Don’t become jaded by the daily grind and make these ten display mistakes.
If you’re unfamiliar with this method, here is the good/better/best display method in a nutshell. Put jewelry stands that display five to seven pieces toward the bottom with “good items” (your most affordable). Next, place stands or neckforms comprised of three pieces to create the “better” tier in the middle; these are most likely to sell to a new client. Finally, in the upper-middle area is where you display your crème de la crème pieces. These should be your best quality pieces in the highest price point. They are always put on their own individual displays because they will be the “center of emphasis,” and you don’t want too much going on.
Symmetry, monochromatic displays and a “good/better/best” layout combine to help your jewelry pop.
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