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Leo Hamel Fine Jewelers Policy Letter

Rev1

Show One Item at a Time and Locking Cases

Most of our customers are honest people who are here to make a legitimate purchase. There are a few who are here to steal something if they can. These crooks are very clever at palming jewelry and try to confuse you so that you don’t know how many pieces they had out and how many they gave back. Others may not be here to steal but if given the opportunity may do so.

So the policy is:

SHOW ONLY ONE TO TWO ITEM(S) AT A TIME.

If the customer is actively comparing two items, as soon as they are done comparing, find out which one they prefer and take the other one back. If there is a companion who also asks to see jewelry, either ask another salesperson to help them or take back the item you are showing the original customer before taking out anything for the second customer. You can even tell them that you are only allowed to show one or two piece(s) at a time, so they understand why you seem to be slow in showing. Honest people won’t be offended.

Even if it is a friend or family member you must follow this. If the person next to your friend sees a dozen rings out but notices that you are only letting them see two, they may feel untrusted. If we don’t trust them, why should they buy here?

Never set a tray of merchandise out on the counter, as that is showing more than one item at a time. Two items at the most can be out of the case at any one time.

SELL BY EITHER-OR

The more items you show a person at once the more confused they may become. Sales 101 says, “Either, Or.” “This one or that one.” Show two rings and when they have eliminated a ring, put it away. Do not take trays out, take 1 or 2 rings only. If you must work through a bunch of rings, do it two at a time and keep track of empty slots.

DON’T TURN YOUR BACK

Never, ever for any reason turn your back on an open jewelry case or merchandise out on the counter. If the customer sneezes and needs a Kleenex, ask someone else to get it for them without turning your back. If they spill water, ask someone else to clean it up without turning your back. If you must turn your back for any reason, take back any item being shown, put it back in the case and lock the case.

CHILDREN DON’T HOLD MERCHANDISE

Don’t allow children to hold any merchandise, no matter how well you know the customer. Items could be dropped, swallowed, stuck in a pocket, and then it’s awkward to get it back.

LOCK THE JEWELRY CASES

According to our insurance policy, all cases must be kept locked during business hours. If we are robbed and the cases are discovered to have been unlocked, our insurance is invalid. Beyond that, it is simply a good security procedure.

ALWAYS LOCK JEWELRY CASES WHEN YOU ARE NOT REMOVING OR REPLACING THINGS INSIDE THEM. THIS INCLUDES TIMES DURING A SALE WHEN FOR ANY REASON YOU HAVE TO WALK AWAY FROM THE CASE, FOR HOWEVER SHORT OF TIME.

Because of the value of the diamonds in the diamond case, the biggest diamonds should be set up more forward in the case to prevent someone from reaching over and into the case to remove them. These cases should be kept locked AT ALL TIMES, even when showing jewelry. Take out the item and close and lock the case.

If we make this a habit that we don’t have to think about, we won’t be caught unawares when the professional or amateur thief stops in to see if we are paying attention. Once they observe proper security technique being applied, they will go elsewhere to find an easier mark.

The new penalty if I see this will be I will make a mental note and when the sale is done, the commission will be lost.

Leo Hamel, Founder