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Behind the Review host and Yelp’s Little Business enterprise Specialist, Emily Washcovick, shares a look at this week’s episode of the podcast.
High priced purchases—like an engagement ring—can at times look like a just one-and-completed transaction. But Robbins Brothers, a jeweler specializing in engagement and marriage ceremony rings, sees it in a different way. They are coming alongside for the journey with you and your potential spouse, building guaranteed you get precisely the rings you equally want.
Charlotte Schmidt, standard manager of the San Diego place, wishes to be the effortless section of your really like journey, as she calls it. “We surely call it a enjoy journey because they found their sizeable other. That is the most difficult component, ideal? We are seeking to make the other part effortless and fewer annoying for the reason that we are the experts in the marketplace and we just stroll them through.”
They may possibly not be strolling down the aisle with you or DJing your wedding day, but Robbins Brothers wishes their aspect to go effortlessly. It need to be a anxiety-totally free setting with an approachable workers, so they manage a extra everyday ambiance that you do not generally see in higher-conclude jewelry retailers.
“It truly is about the purchaser interaction. It’s about them having fun with this awesome time either by on their own or jointly simply because it is really a life span motivation. And it is a life time commitment to us as very well. We want them to enjoy us as considerably as they like their ring, as a great deal as they appreciate the encounter.”
Yelp reviewer Kevin H. appreciated the honesty and the schooling he obtained when it was time to acquire his fiance’s—now his wife’s—engagement ring. She had a fairly obvious strategy of what she wished.
“He initially figured out what my wife’s priorities were in conditions of choosing the ring. The major thing that she wished was the dimension of the diamond. She desired a major diamond. I imagine what Gare explained that was seriously practical for me was, ‘Well, if you want a huge diamond, we can get you a lessen high-quality. That’ll help you save you income, and it’s going to nevertheless get you a major diamond.'”
Gare, Kevin’s income representative, took them outside and showed the couple the fact about the diamond—the lower quality, but greater diamond shone just as brightly as a more costly just one.
Supplying that level of training is a precedence for Robbins Brothers. “We’re trying to teach you. If you cannot see a big difference amongst a $15,000 diamond, and let’s say a $10,000 diamond, then why would we promote you the 15? Let us market you the 10, make you happy, and you have self-assurance in us.”
It may well look counterintuitive to market a little something less high priced, but the personnel at Robbins Brothers is a lot more involved about shopper satisfaction due to the fact pleased shoppers make the finest repeat customers. Kevin bought his marriage ring at Robbins Brothers as well as his wife’s and his experience led him to go away a positive critique on Yelp.
Charlotte is aware they won’t be able to all be 5-star testimonials, but she uses both equally positive and adverse critiques to their benefit. “You won’t be able to make every person happy, and we seriously, actually try out. We rejoice the 5 stars, the 4 stars.
“When it can be a unfavorable review—and they transpire, you know what I mean—it hits property. It hits to the heart because I am the confront of the business enterprise. I am the proprietor. They, the Robbins Brothers, entrust me to operate the most effective of a constructing. So I arrive at out to each individual purchaser. It can be becoming susceptible and indicating, ‘Where did we go erroneous?'”
Robbins Brothers makes use of a purchaser schooling-concentrated method to having and retaining very long-time period prospects, and your small business can benefit from these ideas as perfectly:
- With huge purchases, an approachable searching expertise is crucial
- It is not about the one-time sale, it is really about the long-term shopper romantic relationship
- Customers take pleasure in a clear, trustworthy schooling about what they’re buying
- Assessments can increase morale and stimulate employees to discover from one another
Listen to the episode underneath to hear straight from Charlotte and Kevin, and subscribe to Behind the Critique for additional from new organization owners and reviewers every single Thursday.