Can you tell me if I''m asking too much of SA?

[Lucie]

I found a setting that I like from one of the pricescope vendors but on the vendor website the ering is not shown with the matching band. It is extremely important to me that the ring sit flush and so I contaced the vendor and asked about that and requsted a photo of how the two rings would look together.

I got an immediate response from a SA and while I appreciated the fast response, I felt that they were being a little pushy right from the beginning. (For example, in the first email, after addressing my "flush" question the SA jumped the gun a little by asking what kind of diamond I wanted so that he could start looking for the diamond for me....and after every email that the SA sent me they followed up within hours asking..."did you get the last email?" "have you seen the email I sent you?" "What did you think about the email I wrote you?") Anyway, I was slightly annoyed but decided that they were probably only trying to help and I was interpreting it the wrong way!!

Anyway, other than being very fast to follow up and "in my opinion" a bit pushy, the SA hasn''t really solved my original question which was, "Will it sit flush and can you show me a picture?" The SA did send me a picture, but only of the side view, not a head on shot that really shows what people will see when looking at the set on my hand. When I sent an email thanking them for the picture, but explaining that I really hoped for a head on shot, it seems the SA lost interest in me. It''s been over 2 weeks and I haven''t heard anything back.

So I guess my question is this...Should it be so hard for them to send me a quick picture of the set? I understand that they sometimes don''t have the rings in stock but my problem is that the SA said, "This pictures is the best I can do" without offering an explanation...(We don''t have them in stock...etc..) So many people on the forums talk about how the SA''s go out of their way to help...but I''m not experiencing that!

Let me know if I''m asking too much! Thanks in advance!

 

[gailrmv]

Date: 11/7/2009 11:28:58 AM
Author:Lucie
I found a setting that I like from one of the pricescope vendors but on the vendor website the ering is not shown with the matching band. It is extremely important to me that the ring sit flush and so I contaced the vendor and asked about that and requsted a photo of how the two rings would look together.


I got an immediate response from a SA and while I appreciated the fast response, I felt that they were being a little pushy right from the beginning. (For example, in the first email, after addressing my ''flush'' question the SA jumped the gun a little by asking what kind of diamond I wanted so that he could start looking for the diamond for me....and after every email that the SA sent me they followed up within hours asking...''did you get the last email?'' ''have you seen the email I sent you?'' ''What did you think about the email I wrote you?'') Anyway, I was slightly annoyed but decided that they were probably only trying to help and I was interpreting it the wrong way!!


Anyway, other than being very fast to follow up and ''in my opinion'' a bit pushy, the SA hasn''t really solved my original question which was, ''Will it sit flush and can you show me a picture?'' The SA did send me a picture, but only of the side view, not a head on shot that really shows what people will see when looking at the set on my hand. When I sent an email thanking them for the picture, but explaining that I really hoped for a head on shot, it seems the SA lost interest in me. It''s been over 2 weeks and I haven''t heard anything back.


So I guess my question is this...Should it be so hard for them to send me a quick picture of the set? I understand that they sometimes don''t have the rings in stock but my problem is that the SA said, ''This pictures is the best I can do'' without offering an explanation...(We don''t have them in stock...etc..) So many people on the forums talk about how the SA''s go out of their way to help...but I''m not experiencing that!


Let me know if I''m asking too much! Thanks in advance!

I have had the same experience of wanting photos and not being able to get them from the SA. If there is a reason, such as the item is not in stock, etc, then (while annoying) it is at least understandable. I think they should at least be able to tell you why. I would call and talk to them on the phone. If you still feel it is not a good match, I''d work with a different SA or a different vendor.

 

[denverappraiser]

What one person sees as ‘pushy’ another will see as ‘enthusiasm’. To the extent that you’re asking for a free service from them, I would cut them some slack in their enthusiasm to make a sale and give them kudos for being responsive. Many are not and, at least to me, that's far more annoying.

Taking good pictures is actually pretty difficult and taking crappy or even mediocre pictures tends to come back and haunt you as a sales person because it creates an image of the whole product line. In general it works better to show up at the store if you can at all arrange it or for them to get pictures directly from the manufacturer if they're available. Some makers are more in tune to this than others. This is doubly true if you’re looking for a specific thing like the fit that may not be easy to tell from a photograph anyway. Yes, this will subject you to a sales pitch, but worse things could happen. Is the store you’re considering shopping with nearby?

Neil Beaty
GG(GIA) ICGA(AGS) NAJA
Professional Appraisals in Denver

 

[Lucie]

Thanks TanDogMom and Neil for your responses. TanDogMom...it''s nice to know that I''m not the only one who has experienced this. And Neil, yes....I completely agree with you and understand that what is pushy for me is not pushy for someone else. As I said in my post, I just decided that they were probably trying to help. I only brought it up because it seemed that the enthusiam was for the sale...not to actually answer my question!! (Which would in fact....MAKE the sale as this is the only setting i''m considering at the moment!)

That''s a good point that you made about taking good pictures. I hadn''t considered that before. I guess it''s better to send no picture than to send a crappy one in some cases!

And no, I can''t swing by and have a look for myself!! I would LOVE to do that....but I''m on the other side of the world in Spain! That is one reason the pictures are so important to me because here in Spain the engagement ring tradition isn''t what it is back home in the States and I haven''t been able to find anything similar to what I want here.

Thanks for both of your opinions!

 

[miraclesrule]

Lucie, I feel for you. It can be frustrating communicating in person, much less via email and wanting photos.

I sometimes feel the same way you do about "pushy" sales people. They all say the same glowing things about their wares, but sometimes it is ( and I say this with my own hope) enthusiasm. Some people are naturally more passionate and it can be perceived as "blah, blah, blah...whatever SHOW ME THE BLING!!

As Denver put it so succinctly, some vendors aren''t professional photographers and they are insecure about their photo skills, especially when compared to some PS vendors. They don''t want bad photos circulating around PS. I can completely relate to their concerns. I don''t even like bad photos of my face to be circulating on the web.

However, the ring flush question is a legitimate one, and it deserves a direct answer. Perhaps you can get it in writing. Is it in the email along with the side photo?

 

[Gleam]

I think it helps to be as clear with the online SA as possible. Did you ask for a head-on photograph, and he sent you a side view? If you didn't specify, he probably sent you whatever he had on hand. If you're clear to begin with, there's less unnecessary back-and-forth.

I tend to sympathize with online sales people because I by nature am not a window shopper or browser, and I only make extensive inquiries, like asking for photographs, when I'm 110% sure I'll be buying (not necessarily from the vendor, but the item in general). Lucie, you DO sound serious about buying but the poor SAs probably get people who email them all the time who are just browsing.

I figure that online SAs want to fry the biggest fish possible. While EVERY ring is special, every customer should be treated with consideration and respect, etc., the fact is, if I were a SA, I would spend more time sending photos and humoring questions from someone looking for a five figure diamond ring than someone looking for a $2,000 ring, or someone who has a history of emailing just to have conversations versus seriously buying. Then again, I'm not a SA and probably for good reason. I have no idea if that's the case here with you, Lucie. If you feel like you and the online SA are not connecting in any way that will lead to a meaningful buying experience, just ahead and just forget about them. There's 1,000 vendors elsewhere who really want to work for your business.

 

[Sam82]

I emailed a SA and asked how high the ring would sit (I too was worried about it sitting flush with the wedding ring). I was told that the size of the diamond does play a factor in it. That might be why the SA was asking about the stone.

As far as photos are concerned, it depends on the setting. If you chose a popular setting, there should be pictures around of the setting. If it is new or not very popular, it is definitely possible that there are no photos around.

It does not sound like you are being too demanding. I think that SAs know that sometimes it takes a while before the customer buys. Is it possible that he or she is trying to give you space?

 

[Lucie]

Thanks everyone for your responses. I understand all the points that were made, and I do know it''s hard to be a SA (I''ve been one myself!)

The point about the SA not wanting bad photos circulating was especially helpful. I can totally deal with that! I just wondered if maybe they simply didn''t bother sending them and wondered if maybe I was expecting too much when requesting pics.

And Gleam, yes I undertand what you said about people just "window" shopping. But that is not the case with me!! I am serious about buying and I want this ring on my finger by Christmas!!

As far as the being "pushy" part, well I can deal with that because in the end, they are in sales. It did bother me though when they initially asked me about a diamond I replied that I wasn''t ready to look at diamonds because I wanted to decide on a setting first and I was still considering various settings from different vendors. After I made my setting decision I would be ready to look at diamonds. After sending that reply, the response I got back was, "Great. Thanks for getting back to me. Why don''t you let me know the type of diamond you are looking for and I can go ahead and send you some options." I laughed out loud and thought it was a bit annoying. (again, I have been a SA and I know it''s not easy, but come on!)

Anyway, I think I''ve decided against this particular ring anyway and I want to go custom. (Will I have time to get that done by Christmas if we start asap?) I would love to have the custom ring done by the same vendor but would really love to work with another SA. Is there any diplomatic way about doing that without making it seem very rude?

Thanks to all!

 

[tallchickbarbara]

Date: 11/9/2009 6:20:14 AM
Author: Lucie

Anyway, I think I''ve decided against this particular ring anyway and I want to go custom. (Will I have time to get that done by Christmas if we start asap?) I would love to have the custom ring done by the same vendor but would really love to work with another SA. Is there any diplomatic way about doing that without making it seem very rude?

Thanks to all!

Hi Lucie,

You have absolutely every right in the world to request the help of either an alternate sales associate or someone of either a higher authority or with more credentials to their name. DO NOT worry about being rude at all - you''re not being rude. You''re simply wanting service that you''re comfortable with.

We have customers who sometimes only want to work with our Graduate Gemologists, and that is completely understandable. If the SA gets offended, then they''ll need to get thicker skin.

Good luck to you!!