De Beers’ rough diamond sales were down 18 percent year-over-year in its latest round of sales.
How to Find and Keep Good People: The Day’s Method
The president of Day’s Jewelers dishes on the Maine chain’s hiring practices, social media efforts and why they let dogs in their stores.
After Day’s was selected as Maine’s Retailer of the Year for 2016, the lovely Cindy Chandler, who organized the education at the Atlanta Jewelry Show this year, came up with the idea of recruiting a member of the store’s management team to come to the show and talk about what the retailer is doing right.
President David Harris was the member of the Day’s team who was tapped for the job. He fled Maine’s -16 degree wind chill and headed south to be interviewed by me in a one-on-one session this past Sunday afternoon.
Here’s are a few highlights from our conversation, staring with the part that I, and hopefully you, will find the most interesting: How does Day’s get and keep good people?
Harris said that too often, retailers start the hiring process without a clear idea of what they are looking for in a new employee; they have a job title, yes, but not really a good idea of what type of person they really need to fill the position.
They also tend to pass on good people--associates who are enthusiastic and can be developed--in search of the elusive “perfect candidate.”
Harris also mentioned that as part of the evaluation process, Day’s Jewelers uses psychological testing specific to the position for which the candidate applied, tests like:
--The Reid Report, which evaluates ethics, responsibility and work habits;
--DISC (Dominance, Influence, Steadiness, Conscientiousness), which groups people into one of these four personality types, each of which has its own specific set of behaviors; and
--EQ, which evaluates emotional intelligence.
These are certainly not the only tests out there, and it is also worth noting that there is a debate about the use of personality tests in hiring.
But at Day’s, it’s what they do. Harris said they think it is better to test than to go off “gut feeling” when hiring people.
(Side note: I would be remiss, and in the Smith crosshairs, if I did not mention that Harris’ comments were about hiring for any position, from sales to store management to social media. There is a book for picking salespeople specifically. It’s called “Hiring Squirrels.”)
When it comes to keeping good people, Harris said the main mistake retailers make is they ignore (though not purposefully) or take their best associates for granted. It’s not hard to see how this happens, since difficult employees tend to take up more of their boss’s time.
He
They pay for employees to take courses offered by the Diamond Council of America and the Gemological Institute of America as well as the certification exams offered by Jewelers of America.
Here are some other interesting points from my talk with Harris.
--I asked David what service his customers appreciate most and he said on-site goldsmiths, which the retailer has in every store. He said people in Maine do not like hearing that their jewelry is being sent elsewhere to be fixed.
--Day’s Jewelers allows dogs in their store and after they let this fact be known, “It was like we were the finest people anywhere,” Harris wrote in the notes he prepared for our session. The Day’s marketing team very astutely created a Day’s blue tennis ball with company logo in white for the pooches to play with, a Day’s mat with paw prints and a Day’s water bowl. There are also dog treats on the snack counters in each store.
Do you know who loves dogs even more than Day’s customers? Social media. People snap photos of their dogs inside Day’s stores and share them.
--Day’s Jewelers is active on all the main social media platforms, Facebook (where it pays for advertising and is targeting baby boomer customers specifically), Instagram, Pinterest, LinkedIn and Twitter. They staff them by assigning each marketing associate a specific account and making them responsible for the content there.
--The retailer also allows people to bring in cats but Harris could only recall one time when someone actually did that, as cats are not known for their traveling temperament. The cat was fine.
--Harris has a very endearing Texas accent. He was born and raised in Irving.
The Latest
Sponsored by the Las Vegas Antique Jewelry & Watch Show
The Patek Philippe expert will serve as personal curator for the brand-focused company.
With Ho Brothers, you can unlock your brand's true potential and offer customers the personalized jewelry experiences they desire.
The 553-square-foot shop is aboard the Carnival Jubilee cruise ship.
NDC filed a complaint against Skydiamond for use of phrases like “diamonds made entirely from the sky.”
John Carter received the AGS’s highest honor Tuesday afternoon at Conclave in Austin, Texas.
For over 30 years, JA has advocated for the industry, fought against harmful legislation and backed measures that help jewelry businesses.
LVMH said the company performed well despite an uncertain geopolitical and economic environment.
B&D Sales and Service held a ribbon-cutting event for its new location in Cranston, Rhode Island.
It’s ultra-feminine and filled with gold, pearls, and soft pastels.
Emily Highet Morgan and Emily Bennett have joined the agency’s team.
Its updated book for mountings is also now available.
She has been with the organization since 2010, most recently serving as its chief officer of PR and industry relations.
Joyce’s Jewelry sued the bank after cybercriminals drained its accounts of nearly $1.6 million through a series of wire transfers.
He is remembered by loved ones for his loyalty, integrity, and kindness.
Hosted by Freeman’s | Hindman, the sale will take place May 7-8.
The auction house said all 24 timepieces offered in its underground sale of rare and avant-garde watches quickly found buyers.
From lab-grown diamonds and AI to the inevitable Taylor Swift mention, here are some of Conclave’s most intriguing educational offerings.
From cybersecurity liability to trade show coverage, insurance experts share tips on how to build the right policy.
The charm is a modern rendition of the evil eye amulet that has been worn for thousands of years.
Ahead of its trade show next month, TJS awarded free registration and accommodations to one jewelry professional and three students.
By the end of this year, SRK’s diamond manufacturing complexes will achieve net zero emissions, one of an impressive array of achievements.
Members can still sell lab-grown stones, it said, but only natural gems are allowed on the show floor.
He is remembered for his charisma, passion, integrity, kindness, and wit.
The retailer also appointed two new board members, avoiding a proxy fight from a potential buyer.
The bridal collection consists of 35 engagement rings and seven wedding bands.