Repairs & service
Jewellery repairs: keeping every job clear from drop-off to collection
A customer ringing about a repair should get a useful answer whoever picks up the phone. That starts with the notes made when the piece arrives, and continues with every handover.
“It’s with the workshop” may be accurate, but it does not answer much. Has anyone assessed it? Is the customer waiting for a price? Is the workshop waiting for permission? When those details are missing, the next person on the counter has to start the conversation again.
At the counter: record two different things
First, what has arrived. Describe the piece and its existing condition, with clear photographs where useful. Then record what the customer wants done. Keeping separate from the requested work helps a colleague understand both the starting point and the job.
- Check the customer’s contact details while they are with you.
- Describe visible damage specifically. “Clasp does not close” is more useful than “broken bracelet”.
- Agree the next contact: a quote, an assessment or an update when the work is ready.
If you cannot give a price yet, mark the job . Explain that the piece needs assessing before work is agreed. Do not let a provisional estimate become a firm promise simply because nobody wrote down the distinction.
Write the update for the next person
For example, “Workshop needs approval to replace clasp; customer asked for a call tomorrow afternoon” gives a colleague something to act on. “Called customer” does not. Record where the piece is, what was discussed and who is following up.
See it in Stockbox
The Customer Repairs walkthrough shows a job being booked with service details, images, steps and costs. Notice which information would let a colleague pick up the job without repeating the booking-in conversation.
Give waiting jobs a regular slot in the day. Check the repairs awaiting a customer decision as well as those with the workshop. A job can sit untouched because each side thinks the other is making the next call.
When extra work is proposed, record the customer’s decision before it goes ahead. Keep the agreed scope and price clear enough that the person taking payment can explain them. This is especially helpful when the original member of staff is away.
Finish the handover properly
Before inviting the customer back, check the completed work against what was requested. At collection, let them inspect the piece and explain the final charge. Leave enough time for questions rather than treating the handover as a receipt to be printed.
- Confirm the work has been checked and the customer notified.
- Record payment and any outstanding balance clearly.
- Complete the when the piece is handed back.
Ready for collection still means the item is in your care. Keeping that distinction visible helps the team know what is finished and what is still waiting for its owner.
