Repairs, Due Date

When taking in a repair, we give the customer a 2 week estimated time frame for the work to be done, and our computer system automatically attaches a 2 week due date to the job. However, this estimate does not include any custom work to be done. And of course, the 2 weeks is dependent on if we have to call them to get an approval on the work to be done.

Currently we use a standard pricing guide to price out the jewelry repair (this is called the Geller Blue Book to Jewelry Repair), and we also have a set guide for most of the watch repairs (this is a sheet we developed). At all possible times the price should be given to the customer when they drop it off. This allows us to get an approval to get the work done and there is no wasted time in calling them for approval.

It is policy that you note on the repair “go ahead and do if under $__ (estimated amount from experience or pricing guide). A slight over estimate is prudent. This way the Repair Dept. knows they can get started if under that amount, thus saving time. Just let the customer know it’s an “estimate.” The Repair Dept. will then see what’s needed and call the customer with the cost.

If you have a rush (ANYTHING LESS THAN 2 WEEKS) on a repair (whether jewelry or watches), YOU MUST CHECK WITH THE REPAIR DEPT FIRST AND GET THEIR APPROVAL. If they approve to have it done by a certain date, you then put this date into the “date promised” field in the computer. ALSO YOU MUST PUT A RED RUSH TAG IN THE ENVELOPE TO ALERT THE REPAIR DEPT.

In the jewelry pricing guide there is also an additional amount to charge for a RUSH.

Doing the above keeps the customer happy as we will not promise something we do not deliver.