CIJS,
Last Friday, I received a call from a gentleman while I was walking the sales floor as one of the managers on duty. Now, the gentleman had apparently bought his wife an engagement ring around Christmas of 2015, but unfortunately, the ring had been stolen from his home. In addition, while he did have the UPC number, he could not remember the brand name of the ring (in our store, our registers cannot determine the brand from the UPC alone). As a result, the gentleman wanted me to see if we had a theft policy; or, if we could locate the ring in our store/another store: if this was possible, he wanted me to find out if we could sell the ring to him for the same price that he had originally purchased it.
Now, long story short, we did not have a theft policy, and as a result, I pursued his second request of locating the ring in another store (we did not have it in ours). Luckily, I had the assistance of a very clever and resourceful associate who ran the fine jewelry department in our store: she was able to determine the brand name of the ring and locate the ring in another store and have it transferred to our store. Thus, she was invaluable throughout this whole process. As a result, when the ring came into our store a couple of days ago, I informed the gentleman that his ring was available for pick up/purchase (we got the approval to sell the ring to him at the price he requested). In addition, I told him that most of the credit needed to go to the sales associate, as she was the one who dug deep into the trenches and made everything happen. Furthermore, when I informed the associate of my discussion with the gentleman and that he would be in the next day to pick up the ring, I told her that she deserved the majority of the credit for this, and that I sincerely appreciated everything she had done.
Now, during this entire ordeal, I wasn't thinking about customer service or any of that stuff. To be honest, I just wanted to help the gentleman out. With that said, I'm glad that the gentleman was able to get his ring, as it had a lot of emotional and sentimental value to him. I'm also very appreciative of the effort put forth by the very nice lady in the fine jewelry department: it is my hope that she realizes how much I respect and appreciate her; we are very lucky to have her.
Last Friday, I received a call from a gentleman while I was walking the sales floor as one of the managers on duty. Now, the gentleman had apparently bought his wife an engagement ring around Christmas of 2015, but unfortunately, the ring had been stolen from his home. In addition, while he did have the UPC number, he could not remember the brand name of the ring (in our store, our registers cannot determine the brand from the UPC alone). As a result, the gentleman wanted me to see if we had a theft policy; or, if we could locate the ring in our store/another store: if this was possible, he wanted me to find out if we could sell the ring to him for the same price that he had originally purchased it.
Now, long story short, we did not have a theft policy, and as a result, I pursued his second request of locating the ring in another store (we did not have it in ours). Luckily, I had the assistance of a very clever and resourceful associate who ran the fine jewelry department in our store: she was able to determine the brand name of the ring and locate the ring in another store and have it transferred to our store. Thus, she was invaluable throughout this whole process. As a result, when the ring came into our store a couple of days ago, I informed the gentleman that his ring was available for pick up/purchase (we got the approval to sell the ring to him at the price he requested). In addition, I told him that most of the credit needed to go to the sales associate, as she was the one who dug deep into the trenches and made everything happen. Furthermore, when I informed the associate of my discussion with the gentleman and that he would be in the next day to pick up the ring, I told her that she deserved the majority of the credit for this, and that I sincerely appreciated everything she had done.
Now, during this entire ordeal, I wasn't thinking about customer service or any of that stuff. To be honest, I just wanted to help the gentleman out. With that said, I'm glad that the gentleman was able to get his ring, as it had a lot of emotional and sentimental value to him. I'm also very appreciative of the effort put forth by the very nice lady in the fine jewelry department: it is my hope that she realizes how much I respect and appreciate her; we are very lucky to have her.
