The announcement coincided with its full-year results, with growth driven by its jewelry brands.
Column: Respect the Traveling Salespeople
While Peter Smith understands the tremendous demands on jewelers’ time today, he points out that it only takes a minute to be civil to traveling salespeople.
I was in Pennsylvania this past week and my colleague and I stopped in to say hello to a retailer “friend” whom I have known for about 15 years. We had a few minutes to spare between calls with two of our customers.
When we entered the store, we were approached by an employee who could not have been less welcoming.
“How can I help you?” she demanded, summoning her most authoritative voice and demeanor and aiming a disgusted look our way.
I indicated that I just stopped in to say hello to my friend, stretching the association somewhat as we’ve never actually shared Christmas cards or attended family events with one another.
“He is not here … do you have an appointment?”
“No,” I replied, “I just wanted to say hello.” I handed her my business card and we left the store.
I hadn’t quite experienced anything like that since I worked for Montblanc back in 1994, when I visited a store in Connecticut one day and the retailer was so nasty that I had to remind myself that I had in fact showered that morning.
My colleague and I left that particular store, and we both agreed that the experience had been disturbing. Was it possible, we wondered, for that woman, and that store, to flip a switch between delivering a great customer experience and a nasty experience to non-customers?
We weren’t sure if the way we were treated was consistent with the wishes of the owner, or if the gatekeeper had taken it upon herself to serve as “chief swat-master,” bound and determined to repel any and all visitors who even remotely appeared interested in selling them something.
The irony of us having stopped in to simply say hello between visits with our own customers was of little consolation. We were, quite frankly, disgusted at the incivility.
I understand that retailers can feel overwhelmed with the number of calls and visits. There are so many demands on retailers today and they’d never get anything done if they were to carve out time every time a salesman paid a visit. That said, what does civility cost?The experience got me thinking about what the men and women of our industry have to endure on
Not only must they contend with the very real security issues that are an ever-present danger when visiting jewelry stores, but many of them have to pay their own way, with flights, car expenses and hotels consuming an ever-larger share of their hard-earned dollars.
There are fewer and fewer people coming into our business and I know only too well how incredibly difficult it is to find good traveling salespeople. It is not a profession that attracts young people and it is certainly not a job that is easy for those people who have made a career of representing the various jewelry and watch lines.
With the decreasing number of jewelry stores, and the seemingly ever-increasing number of trade shows, it has never been more difficult for road salespeople to make a living.
I understand that retailers can feel overwhelmed with the number of calls and visits, scheduled and otherwise. There are so many demands on retailers today and they’d never get anything done--let alone sell anything--if they were to carve out time every time a salesman paid a visit. That said, what does civility cost? How difficult would it really be to offer a bottle of water and a sincere apology if you do not have the time to meet with a sales rep? Do the hard-working men and women of our industry not deserve some modicum of respect when they pay a visit?
I don’t imagine that our experience in that store was the norm. I’d like to believe that most retailers are respectful and considerate of traveling salespeople and find a way to politely decline the offer to visit if they do not have the time or inclination to do so.
I have one friend who has long plied his trade in the Southeast who recently said, “I call to make an appointment and they won’t return my calls. Then when I show up, they tell me I need to call and make an appointment. What am I supposed to do?”
He is a hard-working guy and he cares for his profession and for his retailers. He has been robbed by the Colombian gangs on at least two occasions that I know of and yet he still he puts himself in harm’s way day in and day out because this is his job; it’s what he has always done.
So, if you see him, please give him a welcome smile and ask him if he’d like a cold bottle of water.
Peter Smith, author of Hiring Squirrels: 12 Essential Interview Questions to Uncover Great Retail Sales Talent, has spent more than 30 years building sales teams at retail and at wholesale. He currently is president of Vibhor Gems. Email him at peter@vibhorgems.com, dublinsmith@yahoo.com or reach him on LinkedIn.
The Latest
Looking ahead, the retailer said it sees “enormous potential” in Roberto Coin’s ability to boost its branded jewelry business.
Jewelry trade show veterans share strategies for engaging buyers, managing your time effectively, and packing the right shoes.
Despite the rising prices, consumers continue to seek out the precious metal.
This little guy’s name is Ricky and he just sold for more than $200,000 at Sotheby’s Geneva jewelry auction.
Though its website has been down for a week, Christie’s proceeded with its jewelry and watch auctions on May 13-14, bringing in nearly $80 million.
Despite the absence of “The Allnatt,” Sotheby’s Geneva jewelry auction totaled $34 million, with 90 percent of lots sold.
Tradeshow risks are real. Get tips to protect yourself before, during and after and gain safety and security awareness for your business.
Lilian Raji gives advice to designers on how to make the most of great publicity opportunities.
The mining company wants to divest its 70 percent holding in the Mothae Diamond Mine in an effort to streamline its portfolio.
Why do so many jewelers keep lines that are not selling? Peter Smith thinks the answer lies in these two behavioral principles.
The “Argyle Phoenix” sold for more than $4 million at the auction house’s second jewels sale.
The annual list recognizes young professionals making an impact in jewelry retail.
While overall sales were sluggish, the retailer said its non-bridal fine jewelry was a popular choice for Valentine’s Day.
The mining giant also wants to offload its platinum business as part of an overhaul designed to “unlock significant value.”
Christie's is selling one of the diamonds, moving forward with its Geneva jewelry auction despite the cyberattack that took down its website.
The ad aims to position platinum jewelry as ideal for everyday wear.
Retailers can customize and print the appraisal brochures from their store.
The move follows a price-drop test run in Q4 and comes with the addition of a “quality assurance card” from GIA for some loose diamonds.
The site has been down since Thursday evening, just ahead of its spring auctions.
The late former U.S. Secretary’s collection went for quadruple the sale’s pre-sale estimate.
Kimberly Adams Russell is taking over the role from her father, David Adams, marking the third generation to hold the title.
As a token of womanhood, this necklace depicts when Venus was born from the sea.
The deal gives the retailer control over the distribution of Roberto Coin jewelry in the U.S., Canada, Caribbean, and Central America.
Show your mother some love with a piece of fine jewelry.
The company’s Easton location will remain open.
Brian D. Fleming of Carla Corporation was elected to serve a one-year term in the role.