WWPSD?

[Karl_K]

Has the customer agreed the unlost earring is actually theirs?
Next step - they may say - "that isn't mine - you substituted a crappy diamond"

I was thinking the same thing, they are gonna explode when they hear O/P I2.

 

[Karl_K]

I would consider rounding up a pair of something like .5 j-k si and mounting them in settings that are a one step upgrade in metal and ask them in and humbly saying sorry and showing them under a scope that the stones are an upgrade compared to the one left not mentioning anything about grades.
$1200 or so is cheap not to destroy ones reputation.

 

[SimoneDi]

I would recommend that the jeweler gives the customer options - e.g. replacing the lost stud with one of same/better quality or giving them an option to select a different product from their inventory up to X amt. Something very similar happened to me some time ago. I was grateful to be given options and I ended up choosing something different than the originally misplaced item. Good luck to both parties.

 

[MollyMalone]

* * * What has been offered, as far as I know, is the customer's choice of:

a) Another earring to match the remaining one.
b) Cash measured at full retail (as defined by me) for the lost earring using the remaining one as a standard.
c) Replace BOTH earrings new so that they're guaranteed to match. An upgrade would undoubtedly happen here. If nothing else, matched I2/O-Ps isn't all that easy a thing to find. I1/M is significantly better by most people's standards and not really that much more money for the store.
d) Probably some sort of bone like a gift certificate or a coupon to sweeten any of the above.

Do you know how long it's been since these options were proposed to the customer? (I gather the jeweler has not heard anything from the customer since the offers?)

 

[sledge]

Great idea with the flowers. Even women that say they don't like flowers likes receiving them randomly. Especially when it's unexpected.

It's a relatively cheap gesture to apologize and say you want to fix things when she is ready to talk. Maybe throw your cell phone on there so she can directly contact you.

 

[sledge]

I would consider rounding up a pair of something like .5 j-k si and mounting them in settings that are a one step upgrade in metal and ask them in and humbly saying sorry and showing them under a scope that the stones are an upgrade compared to the one left not mentioning anything about grades.
$1200 or so is cheap not to destroy ones reputation.

Much what I had in mind.

The part of showing them under the scope the difference in clarity and also a side by side to highlight color difference and hopefully better cut will allow her EYES to see it's truly an upgrade.

My only concern would be she prefers warmer tints and doesn't find the J-K as an upgrade as such. But I would think she would realize the difference in value, and at least appreciate that. The jeweler may have a lower color option available to offer in case she prefers more warmth. Or at least make the gesture he is willing to bring in a lower color if she would like that instead.

 

[Lisa Loves Shiny]

You wrote that the store is getting irritated. If the customer is aware of this then IMHO this is the biggest problem. I could be wrong but I would imagine the customer told the store owner exactly what they wanted as a replacement, and it is up to the owner to either give them what they want or fight them on it.

 

[Missy]

I would ask the customer what they think is fair and go from there. And above all else do not be short or impatient with the customer. They didn't do anything wrong. Yet. So come from a place of genuine apology and ask them what they would like to see happen. And depending on their answer it might just be worth making them happy because in the long run it could be the less expensive option.

 

[gm89uk]

I think this is a case where communication is by far more important than what is offered.

 

[denverappraiser]

I have no clue if they've hidden their irritation to the customer. It's obvious to ME, but that's not the same thing. I also have no idea how long this has been going on or even what the original repair was. I first saw it and heard the story about a week ago.

 

[Missy]

I have no clue if they've hidden their irritation to the customer. It's obvious to ME, but that's not the same thing. I also have no idea how long this has been going on or even what the original repair was. I first saw it and heard the story about a week ago.

With all situations when I am asked for my thoughts I put myself in their place. Both sides. And if this were my issue on either side I’d be satisfied if I felt I were made whole. If I were the vendor I’d offer what the customer thought was fair (as long as it wasn’t crazy unreasonable) and if I were the customer that would satisfy me to the point I’d return to said vendor again and recommend him to my friends. And word of mouth can be critical to one’s business health. IMO.

 

[Daisys and Diamonds]

I have no clue if they've hidden their irritation to the customer. It's obvious to ME, but that's not the same thing. I also have no idea how long this has been going on or even what the original repair was. I first saw it and heard the story about a week ago.

I hope we get to hear how this situation pans out
Hooefully not in court

 

[WinkHPD]

I worked in dispute resolution for many years.
first thing to do is own the problem and apologise. Explain that you are still trying to locate the earrings but have been unsuccessful to date.
second thing is to ask the client “what can I do to rectify this situation to your satisfaction?
if client is very angry and unreasonable and the cost of this anger to business and legal fees is large offer two alternatives - would you like me to re make the lost earring with a similar stone to the other one. or would you like a brand new pair of earrings?
if client is still making a lot of angry sounds offer a third and final deal, a new pair of similar earrings AND you’ll make the remaining diamond into a lovely pendant.
Put your offers in writing. Ask for their acceptance or declination response in writing.
if the client still insists on pursuing the matter legally nothing will stop them but by being able to document your attempts at restitution you will do well in court!

I have been reading this thread before responding and want to know how Bron357 read my mind and posted before I even saw the thread?

Bravo Bron for an excellent, well reasoned post that was a joy to read.

Wink