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Richard Eiseman, Jr. It's very clear to Richard what makes Eiseman Jewels different than other stores. That's because he happens to be an expert on the subject, knowing first-hand what it takes to be successful in today's marketplace. Here, he shares some thoughts on building customer loyalty, the value of consistency, and the importance of doing the right thing. What makes Eiseman Jewels different: According to Richard, it's the inherent design. "Our sales staff is committed to building relationships, not making sales. Customers who come in are given a lot of time, care and service. Our business is built on return buyers. They remember the experience they had in our store and come back because they're comfortable." More on taking care of customers... While the store may be in a mall, it doesn't necessarily mean clients are limited to mall hours. Special appointments at home, in the office, even on a customer's private plane are always an option. "It's all part of providing exceptional service." The advantages of being a single store: There are many, says Richard. "You're able to be much more hands-on." He also sites the ability to be more detail-oriented and responsive to his clients' needs. "Whether it's about finding a piece of jewelry, a policy or a repair, they can get answers right then and there." On consistency: Absolutely essential, says Richard. "Our customers want the best, all the time and that means the best product, expertise, service and value." Consistency is equally important when it comes to his staff. "Clients appreciate seeing the same group of professionals when they come into the store." Best advice: "Do the right thing. We talk about it every day." Most valuable lesson: According to Richard, always be honest. "If something doesn't go right, address it with the client and make it right. Sometimes the greatest lessons come from mistakes. At the end of the day, all you have is your reputation." Favorite part of the business: "Seeing the happiness that our jewelry brings to the recipient and, oftentimes, the next generation." Richard also takes great pride in watching his team develop. "Their vision and contributions are instrumental in the growth of our business." Vision for the future... As stores get larger, corporations change hands and franchises become the way of the world, businesses like Eiseman's have to have a well-defined vision, says Richard. "We'll continue to serve our clients on an individual basis. |
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