Retailers share accounts of gratifying customer experiences

‘Mother-daughter bought our jewellery, said they could wear it for decades‘

A woman entered my showroom with her teenage daughter to buy some jewellery for her, as she wanted to start collecting jewellery early for the girl’s wedding, whenever it happened. Her daughter wasn’t very interested in buying wedding jewellery so soon, but as we started showing her our designs, she became interested. To my surprise, they ended up buying a good amount of jewellery, for both mother and daughter. They also complimented us on our jewellery, saying it would never go out of fashion and they could wear it for decades and still look glamorous. Seeing the customer so happy, I realized the importance of unique and evergreen designs.

Shyam Lal Khindri Owner, Navrattan Jewellers, Nahan, Himachal Pradesh

‘Customer mistakenly took home our bangles, ended up buying them’

One day, a friend of mine came to our store to buy some jewellery. She spent some 2-3 hours checking our jewellery collections. She also tried out a few pieces of jewellery to see the look, during which she wore an expensive pair of diamond bangles priced around Rs 30 lakh. When she left the store, the staff failed to notice that the bangles were still on her hands, and the customer did not realize it either. After a couple of hours, I received a call from her to say that she had mistakenly taken the jewellery home. She later paid the price and bought those bangles.

Mahavir Bohra Owner, Aabhushan Jewellers, Bengaluru

‘Man referred to our store was happy to get yellow sapphire in Jalgaon’

A customer needed a Ceylon (Sri Lankan) yellow sapphire. He was a loyal customer of a known jeweller in Jalgaon, but he wasn’t able to get what he wanted from that brand showroom. The jeweller then suggested that he check out House of Jewels by Bafna’s, and the customer made his purchase from us. The customer was really happy to know all the details about yellow sapphire, and felt reassured by the certificate of an independent laboratory for the gem.

Abhishek Bafna Owner, House of Jewels by Bafna’s, Jalgaon

‘Salesperson could convince old lady that making charges are part of the cost’

One day, an old lady aged around 80 years came to our store. She was looking to purchase gold jewellery and our salesperson showed her our latest designs. However, after going through the designs and finalizing the jewellery piece, she started arguing with the staff and refused to pay any making charges for it. The salesperson then explained to her that gold jewellery cannot be sold without making charges, as it goes to the kaarigars who work hard to craft the jewellery. She finally understood the point and bought the piece.

Rajnish Verma Director, Punjab Jewellers, Dehradun

‘Old customer came back after 25 years to buy grandson’s wedding jewellery’

Around three months ago, an old customer visited the store with his entire family after almost 25 years. The customer had last visited the store during his son’s wedding, and had come to buy wedding jewellery for his grandson’s wedding this time. Although the customer knew the store name, he had lost our phone number and also forgotten the exact address of the store. He had to ask people in the market to locate our store. Though his son is based in Dubai, the customer had convinced him to buy jewellery from us, because of the trust we have built over the years.

Shammi Sapra, Owner, Mahalaxmi Jewellers, Meerut

‘Customer who came to browse bought diamond jewellery worth Rs 30 lakh’

A few days ago, a young lady visited our store. Although her family was our regular client, she herself had never visited us, as she was more inclined towards jewellers from metro cities such as Mumbai and Delhi. She had some personal work at a place near our store, and just decided to walk in and take a look at our collections. On seeing our diamond jewellery designs, she was so impressed that she returned the next day and bought diamond jewellery worth Rs 30 lakh.

Deepak Saini Sales Head, Aisshpra Gems and Jewels, Gorakhpur

‘While selling lightweight diamond jewellery, we pitched and sold silver too’

Last week, a new customer visited our store to buy a diamond-studded ring. However, after learning the gold rate, he asked the staff if they could provide any alternative. We had just stocked up on lightweight diamond jewellery, so we showed him our lightweight diamond rings. He liked the designs a lot and bought a diamond ring. Meanwhile, the staff also apprised the client about our hallmarked silver jewellery, and he bought hallmarked silver anklets too that day.

Amit Seth Owner, Naresh Kumar and Sons Jewellers, Sonebhadra, UP