We Guarantee that all of our diamonds are graded consistently with recognized Laboratory Standards
We are committed to staff training for both knowledge and skill
We subscribe to all major trade journals and expect our staff members to remain current on fashion, industry trends, and information
We are committed to working cooperatively to insure that our guests have access to the most knowledgeable staff member to answer their questions or address their concerns
We insist that only accurate and complete information be presented to our guests
We are honest, direct and straightforward, and we disclose exactly what we are selling.
Professionalism
Store associates function as Guest Relationship Managers
We are committed to a consistent hiring process for proven skills and characteristics necessary to carry out our mission
We are committed to our staff being able to demonstrate proficiency in knowledge guest service and related skills
We are committed to selling in a way that insures guest satisfaction and builds relationships
We insist that each member of our staff present a successful professional image
We insist that each of our staff members demonstrate reliability and accountability on the job
Merchandise standards
We insist that every jewelry item that enters our store is verified as adhering to our quality control standards
We demonstrate consistency in our quality control processes
We display our merchandise so that every piece looks its best in regards to positioning, lighting and cleanliness
Committed to responsible product sourcing in compliance with JVC and CBG standards
Merchandise value
We are knowledgeable about our products, know our markets and buy wisely
As members of the most influential and effective buying collective in the jewelry industry, we offer enhanced value to our guests through vast knowledge, buying power, merchandise selection and legal compliance
We take a fair markup for the rarity of our pieces and the services we offer, passing along our purchasing discounts and therefore offer exceptional quality at a fair price
We are sensitive to competitive categories and will adjust prices when necessary to offer comparative value
We strive to offer differentiated products and welcome the input of our GRM’s and guests
We offer jewelry that is beautiful, desirable and wearable
Interpersonal relationships
We are committed to a high degree of teamwork in delivering the experience people expect from us
We are committed to insuring that every guest has access to all of the resources and knowledge we have available
We insist on regular and appropriate communication among our staff
We expect each team member to support and encourage every other team member
We are committed to weekly store meetings and quarterly company meetings
We believe in self actualization through company supported education
Managerial support
We believe in an environment that encourages people to tell each other the truth about how they feel while honoring the dignity of the individual
Guest Service Standards
We appreciate and honor our guests wishes for privacy and discretion
We are committed to greeting our guests uniquely and warmly and making them feel welcome in our store
We are committed to appropriate follow up after a sale
We are committed to building guest relationships through our Guest Relationship Managers’ genuine curiosity and interest.
Provide an experience for our guests in which we listen to both their stated and unstated needs and desires
We insist that every guest have access to the best GRM available to serve them and to provide the best provider-guest “fit” possible
We enthusiastically take care of each other’s guests and follow through with the service required to do so
We deliver when we promise – or earlier – and provide service with a sense of urgency and respect for the guest’s time.
We communicate early if something won’t be ready when promised and give accurate updated information. We communicate immediately when something is ready as promised.
When taking in repairs we are committed to understanding and advising the guest appropriately
We honor guest requests while providing professional advice and optimal solutions for repairs. We perform all services to the best of our ability
We collect and store accurate and confidential client data with the interest of building long term relationships
Community Involvement
We are committed to supporting causes that are important to members of our company and within our community
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