Redesign and Repair,Kickstart Your Jewelry Repair Business

Jason Chandler Brings Estate Piece Back To Life

When is a repair more than a repair?

Many jewelers measure it by the challenges involved. This can be particularly true when repairing antique jewelry. Lance Campbell, Lang’s Antiques jeweler, finds himself replacing 100- to 150-year-old design elements assuring that they blend seamlessly. Or the challenge can be sizing a diamond-accented heirloom ring from a size seven to a three and a half.

Sometimes, the money earned from a repair can put it in a class by itself.

Jason Chandler, Portland Jewelry Academy And then you come across a repair with a strong emotional pull requiring skill and sensitivity. This was the case for Jason Chandler when a rare retail customer entered his trade shop. “The Portland Artisan’s Shop is in a retail location,” Jason says, “but it doesn’t look like a store because most of our work comes from jewelry stores. So we don’t see a lot of retail customers.” And when they do come in, they’re looking for a custom design more often than not.

But on this particular day, a father came in with an unusual request. He brought a sterling silver hamsa pendant — clearly not an expensive piece. Jason explains, “He and his wife had gone to India and bought the hamsa for their young daughter. It’s a symbol meant to protect the wearer from harm — something we would all wish for our children. It wasn’t exactly tourist jewelry,” Jason says. “I’d say it was a grade above that. But it was for a child and not expected to last forever.”

Google Image Here, the story takes a tragic turn. Perhaps a year after the little girl received her gift, she died. The grieving father wanted it repaired so he could wear it on a chain in his daughter’s memory. “It wasn’t easy for him to talk about her, so I spent some time with him, and gradually he opened up and shared the story. I have children, so this tugged at my heart, and I wanted to make the piece as worthy of her memory.”

The challenge was to strengthen it for longevity while maintaining the elegance and beauty of the symbol. And so his work began.

Most of the marcasite had fallen out, so Jason suggested replacing them with black diamonds. Additionally, Jason suggested replacing the three blue CZs (set in the center three fingers) with aquamarines. He would bezel-set all the tones for security and longevity.

The silver wasn’t thick enough to support the bezels, so Jason reinforced the back of the hamsa beneath each bezel with a small jump ring, carefully arranging them in a precise pattern.

Jump rings (JR16:65030) and bezels (20929)

“When he arrived to get it,” Jason says, “tears came to his eyes. The repair cost much more than the original piece, but I would’ve done the work just to see the look on his face. That was the real reward.”

Have any of you had a memorable repair? We’d love to hear about it and look for the chance to feature it.

We love talking about how awesome our customers are and sharing their stories. Check out these other features! Beyond the Glass Feature: Valerie Madison Fine Jewelry

Beyond the Glass Feature: Dana’s Goldsmithing

MatrixGold User Feature: Donna Kovalchick

Finding Inspiration: Redesign and Repair

While many are still recovering from a busy holiday season, we know jewelers are diving headfirst into repair season. This month will bring plenty of repairs to your doorstep, which will be an opportunity for you to find inspiration in how to improve the functionality of your customers’ pieces. Embrace your inner artisan and think of ways you can make your customer happy with a repair that makes their life easier.

Finding Inspiration is a campaign to inspire the designer in every bench jeweler. This inspiration is not restricted to the creation of new pieces, but also to infuse your creativity in your repair work or other existing pieces. This month’s feature explores using this creativity in small, but meaningful ways. Chain Components: Finding the Missing Link With These Creative Solutions

Repairs are more than simply fixing a piece of jewelry. They are the ultimate representation of your brand and your craft. A repair is also a prime opportunity to elevate your brand experience by infusing a little creativity into how you choose to approach the job at hand. Using a few of our new chain components, we present three new ways you can enhance a piece using Stuller findings.

Chain Extenders: Provide Value With Versatility

Chain length contributes significantly to the overall styling of any necklace. As you receive chain repairs this year, why not show them an adjustable chain extender 2001102:102S( ; 2001103:102:S)? Featured in our most recent issue of From the Bench, this little add-on provides your customer’s piece with versatility making it easier for them to mix and match any given chain with other necklaces to create a one-of-a-kind look. To get inspired by the potential stylings and to encourage your customers, check out the #neckmess hashtag on Instagram where you will find thousands of layered necklace looks. Magnetic Clasps: Create Simple Solutions

If your customer is struggling to easily put on their bracelet or necklace, we have a solution for you. You can assist by recommending a magnetic clasp (28506:1010:P; 23714:1006:S). Our wide range of clasps vary in both style and strength. We also have styles with spring rings already attached so your customer can add or remove the clasp all on their own. A simple solution can be the difference that makes your customer enjoy wearing their jewelry more often.

Chain Tags: Add a Personal Touch

Chain tags notate the metal quality of the chain, but they could also be used to personalize a piece. Use one of our various engravable chain tags (23849:60003:S; 23848:60002:S; 2000852:1000:S) to engrave your customer’s initials, leave a memorable date, or even brand with your logo. Taking this extra step is an excellent way to further provide meaning and value to the piece. Leave Your Mark With Noteworthy Repairs

Just like the fresh start 2021 is giving us, give your business a fresh start this year with a quality repair season. We hope you find new and creative solutions using Stuller findings. Whether you use the tips we gave today or other sparks of imagination, we wish you luck in crafting lasting relationships with your customers and providing the best service. For more tips and products to help you have a strong repair business this year, visit our website for special items we put together just for you. Share Your Inspiration

Finding Inspiration is about you and our incredibly talented community of craftsmen, designers, bench jewelers, and artisans. We are inspired by your creativity and want to share your work! Share on social media how you have used Stuller findings to craft unique solutions and one-of-a-kind pieces for your customers. Be sure to tag us @stullerinc and use the hashtag #stullerfindings. We look forward to featuring more of your amazing work on a future installment of Finding Inspiration.

Find your inspiration with some of these recent blog posts:

Finding Inspiration: Micro Bezels Make for a Subtle Statement

Finding Your Holiday Inspiration

Content by Alissa Talbot

Worlds by Taylor Dizor

Kickstart Your Jewelry Repair Business With 5 Easy Tips

Jewelry repair is an underlying revenue stream that pays the bills when things get slow. Did you know repair averages anywhere from 10% to 15% in monthly revenue?

Research shows the main difference between a $1 million shop and a $2 million shop is not the number of jewelry repairs performed. It is the pricing of those repairs. You may be leaving big money on the table by undercharging or overlooking great sales opportunities. Here are five ways to maximize revenue through jewelry repair:

1. Promote on All Platforms

Check out our best social media tips here.

2. Offer Limited-Time Promotions

Your promotion should be something you can do quickly and inexpensively, like a complimentary battery change. Offer to replace watch batteries for just the cost of the battery. Or offer half price on a chain solder.

The idea is to reward your loyal customers while attracting new ones to your store without losing much time or expense. And, of course, a 15-minute turnaround time gives your customers 15 minutes to browse while they wait!

3. Don’t Discount Everything!

If you’re like many jewelers, you’re not charging everything you could be for repairs. How do you know what you should charge?

The industry standard is Geller’s Blue Book, which provides solid guidelines. Do some research to see how the recommended pricing in Geller’s Blue Book compares to your current rates. Then, adjust your pricing accordingly. Don’t be scared to raise your jewelry repair rates. After all, your time and workmanship are invaluable.

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4. Build Trusting Relationships

You’ve seen the customer who hesitantly hands over her engagement ring to have a prong re-tipped. When you tell her it will take 30 minutes, she offers to stick around while you do the work. And who can blame her for being so nervous? She’s entrusting you with what might be her most cherished possession.

Create a sense of trust with a standard, rigorous take-in process using a detailed repair form. You can never be too thorough:

Measure the stones Describe their color in detail Notate any damage to the piece and the condition of the stones Weigh the item Take pictures from all angles

By taking pictures of her ring and stapling it to the repair envelope, she’ll feel confident that she’s getting back exactly what she left. Plus, if details are not documented on intake, any jewelry repair discrepancies may come back to haunt you.

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5. Upsell, Upsell, Upsell

Use the take-in process to tell your customers about the other services you offer. Tell them you can remount an inherited heirloom piece or engrave the locket she got for her birthday. Or offer an appraisal for their engagement ring so that they can get it insured.

You can also charge more for premium services, like rush jobs. Customers who need their jewelry soon are generally willing to pay a higher price. And don’t forget to use your counter space for trendy, reasonably priced items near the take-in counter to make impulse purchases more likely.

Personalized Jewelry 26-3928 Selling System

Here are 10 simple steps to the perfect jewelry repair process

Editor’s Note: This post was originally published on January 22, 2018. Wow Your Customers With These Watch Polishing Tips

“Wow! My watch looks great!”

Don’t you just love to hear those words from your customer after you deliver their watch repair? A customer’s first impression of the services you’ve rendered often sets the tone for the rest of the season. A great looking polished and refined case and band seems to validate the cost of your customer’s watch repair. After all, the exterior of the watch is all your customer gets to see. So in turn, your customers ultimately determine the acceptability of your work by its final exterior appearance.

Of course, it’s most important that all technical aspects of the watch movement are correct. After all, a great looking case and band will not cover up poor technical workmanship. On the other hand, however, a precisely performed watch repair installed in an unpolished or dirty case makes the entire job appear halfway done.

Here’s how to light your customers’ eyes with these simple watch polishing tips—

Meet Beau Allain —Certified Watch Repairman

Beau Allain’s Top Watch Polishing Tips

Remember, plated cases need to be cleaned in the ultrasonic and not buffed or polished. Here are a few of Beau’s top watch polishing tips—

Keep in mind that you never want to over polish. It affects the look of the watch, and you can’t undo it. Before polishing a two-tone watch, determine if it’s plated otherwise you’ll polish off the gold plating. A high end, two-tone watch will be stainless and gold — either 14K or 18K — eliminating this concern. I like to polish with a 11/2” muslin buff (17-6431). It has good tension and the width means I can apply the polish with one side, then remove the polish with the other side without changing buffs. When you’re polishing a satin band, I like to start with a lower micron buff, then come back with aBergeron Satin Wheel (17-8743).

Meet Shawn Albert — Tools Product Manager, Stuller

Shawn Albert’s Watch Polishing Tips

Apply the Watch Masking Tape (47-3231), which comes in 3mm, 6mm, 7mm, and 8mm widths, to protect areas on the watch that you don’t want polished. Then, check out our supply of various rouges for finishing specific types of metals. Try using Merard Luxor® Polishing Kit (47-3221) to put that final high luster finish on metal bands and cases. For stainless steel, use only the Merard Luxor® White Line Polishing Compound which comes in the kit mentioned above and separately (47-3224). Other polishes will ‘cloud’ the steel.”

Keep it Crystal Clear

As a final thought, we find that people who do the best jobs in their professions do the little extra things better than anyone else. So here is an often-overlooked detail. How about the scratches on the watch crystal? Many times that part of the watch is neglected. And, after all, it is the place we look to actually see the time. Do you polish the crystal? It is the extra touch you can give to make the customer’s first impression one they will remember and tell their friends about. Try the Crystal-Kleer (Re-New-All) Plastic Renewer (47-3100) and the PolyWatch Scratch Remover (64-5100) as good scratch removers for all of those plastic crystals.

Using Merard Watch Masking Tape

Here’s a quick step-by-step for a smooth watch polishing process Tools needed: 47-3231 • 34-2242 • 47-3225

Mask areas on the watch you don’t want polished Put that high luster finish on metal bands and cases Notice the polished (right) vs. unpolished (left) links Take that extra time that your competitors don’t with these watch polishing tips to make those cases, bands, and crystals pop! Then, you’ll be pleased when you hear your customer say, “Wow! My watch looks great!”

5 Tips to Kickstart Your Jewelry Repair Business Few can argue that jewelry repair is an underlying revenue stream that pays the bills when things get slow. In fact, repair averages anywhere from 10-15% in monthly revenue, peaking in January. That’s right, you know all too well about the post-Christmas sizing, modifications, engravings, and enhancements that waltz through your door after the big gift exchange. But ultimately, jewelry repair is a year-round business. What you might not know, though, is that research shows the main difference between a $1 million shop and a $2 million shop is not the number of jewelry repairs performed, but the pricing of those repairs. You may be leaving big money on the table by undercharging or overlooking great sales opportunities.

Here are five ways to maximize revenue through jewelry repair–

1. Promote Yourself Widely

As an expert in the jewelry industry and a trusted member of your community, take every opportunity to promote your business. Television, radio, and print ads are all great opportunities to tout your repair services. But you don’t have to limit yourself to traditional media these days. In fact, you shouldn’t! Get on Facebook, Instagram, and Twitter to spread the word. You’ll reach those youthful customers who spend much time on social media and are eager to shop locally. These social platforms are booming, and best of all, they’re free! So get online and spread the word about your jewelry repair services. Check out our best social media tips here. 2. Offer Limited- Time Promotions

Your promotion should be something you can do quickly and inexpensively – a complimentary battery change, for instance. Offer to replace watch batteries for just the cost of the battery. Or offer half price on a chain solder. The idea is to reward your loyal customers while attracting new ones to your store without losing much time or expense. And, of course, a fifteen-minute turn-around time gives your customers fifteen minutes to browse while they wait!

3. But Don’t Discount Everything!

If you’re like a lot of jewelers – maybe most – you’re not charging everything you could be for repairs. How do you know what you should charge? The industry standard, of course, is Geller’s Blue Book, which provides solid guidelines. Do some research to see how the recommended pricing in Geller’s Blue Book compares to your current rates. Then, adjust your pricing accordingly. Don’t be scared to raise your jewelry repair rates. After all, your time and workmanship are invaluable. Need more information on pricing or other business-related matters? Visit David Geller’s JewelerProfit.com for more.

4. Build Trust

You’ve seen the customer who hesitantly hands over her engagement ring to have a prong re-tipped. When you tell her it will take about 30 minutes, she offers to stick around while you do the work. And who can blame her for being so nervous? She’s entrusting you with what might be her most cherished possession. Create a sense of trust by using a standard, rigorous take-in process using this 3-part jewelry repair form. You can never be too thorough: measure the stones, describe their color in detail, notate any damage to the piece and the condition of the stones, weigh the item, and take pictures from all angles. By taking pictures of her ring and stapling it to the repair envelope, she’ll feel confident that she’s getting back exactly what she left. Plus, if details are not documented on intake, any jewelry repair discrepancies may come back to haunt you.

5. Upsell, Upsell, Upsell

Use the take-in process to tell your customer about all the other services you offer. Tell her you can remount the stone in that ring she inherited or engrave the locket she got for her birthday. You can also charge more for premium services like rush jobs. Customers who need their jewelry soon are generally willing to pay a higher price. Tell her you can appraise that engagement ring so she can get it insured. And don’t forget to use your counter space for trendy, reasonably priced items near the take-in counter to make impulse purchases more likely.

Here are 10 simple steps to the perfect jewelry repair process Download and print this invaluable handout regarding tips on pricing by David Gellar

Editor’s Note: This post was originally published on January 16, 2015 and has since been completely revamped for accuracy.

Feature Friday – Bernard Jewelers The Bernard Jewelers Team

At 18 years old and right out of high school, Bernard Mecherkany began apprenticing for a jeweler in the Jewelers Building in Boston. He loved the work and decided to pursue it further.

In 1989, Bernard became acquainted with Tewksbury, Massachusetts, a large town just outside of Boston, through a friend. He recalls that although there were other jewelers in the town, no one offered on-site repairs and custom work. “I liked it here and decided to start a family and establish the Bernard Jewelers brand here,” he says. We recently moved to our third location in town, allowing us to expand our inventory further, give ourselves more room to perform intricate jewelry repairs and create spectacular custom designs for our customers.

Quality and customer service are the bread and butter of any great business. We pride ourselves on offering a great experience to all who enter our store. Though anyone can compete with price, we strive to ensure our customers are more than happy with our services — whether they’re buying, selling, or repairing jewelry. Maintaining relationships with them is paramount to Bernard Jewelers; without excellent customer service, a business cannot thrive.

In our store, there’s something for everyone — from costume jewelry to diamonds and gold, bridal to fashion and inexpensive silver jewelry. New software programs like CounterSketch® allow us to virtually create any piece of jewelry while customers watch. It presents a life-like picture, so visitors know exactly what they’ll get before their purchase. We also offer insurance appraisals with an excellent independent gemologist who has worked in the industry for many years.

Gabi and her mother, Suzan

Bernard takes as much pride in his quality workmanship as his wife, Suzan, takes in assisting customers to find just the right piece of jewelry to fit their needs and their pocketbook. This intricate weaving of teamwork and expertise has lead to great success. With Bernard, Suzan, and daughters Alex and Gabi onboard, we have a truly family-run business. Even our cats join us once a week; they enjoy coming almost as much as our customers love seeing them!

Using our state-of-the-art technology laser welder, we can repair just about anything, even eyeglasses! With repairs performed on-site, they remain an integral part of the business. Customers appreciate repairs done in-house, especially since Bernard himself performs them all. Thankfully, repair work is steady throughout the year. And as for technology, it’s changed our business for the better. In fact, from 1989 to 2016, Suzan performed all bookkeeping on paper. Her daughter Gabi finally convinced her to use the Edge® software for jewelers, which has been great for business!

The family’s daughters Alexandra, along with Gabrielle, both work full time in the store. In addition to other responsibilities, Alex came up with the idea of selling costume jewelry, so now she and Gabi run a special jewelry section in the store. Alex loves fashion and has a fashion blog on Instagram. Gabi, whose latest obsession is watching The Walking Dead, practices Brazilian jiu-jitsu. She enjoys working behind the computer, carrying out the store’s marketing, and photographing jewelry for the store.

Both girls plan to continue their education online with GIA and are the future owners of Bernard Jewelers. The girls’ first order of business once their parents retire: take off more days to go to the beach! Alex and Gabi both agree that creating special bonds is extremely important. “My favorite part of the business is the emotional connection we share with customers,” Alex says. “Like seeing someone cry tears of pure joy after we repair and refinish their late grandpa’s chain.”

Alex declares one of the main challenges of their business is overcoming the adage that the customer is always right. “Some customers are just difficult,” she says. “Some seem to come to us with a great entitlement, or crazy requests. But that’s all water off a duck’s back,” she assures!

Is your store an all family affair? Tell us about it in the comments below! And for another family business success story, read Sarah Bond’s Feature Friday post.

5 Things I Learned At Bridge

Newly inducted into Team Stuller, I began in May 2017 as a Customer Ambassador where I help to maintain and foster relationships with our valued customers. Since my start, I’ve leapt headfirst into learning all there is to know about jewelers and their business. So fortunately, attending Bridge sessions alongside our participating customers brought me up to speed with the goings-on of the industry.

Though normally described as “traditional,” I’ve come to realize our industry changes constantly. Enhancing our craft and molding it to fit the needs of today’s consumer is a commonality we all share regardless of location or specialty. As members of the same team, we must support and learn from one another. And that’s exactly what our Bridge events aim to accomplish!

Each year, we invite jewelers from all over the world to visit our global headquarters — situated deep in Louisiana’s Cajun Country — to experience two days of education, inspiration, and connection. And to keep up with the changes we’re all experiencing, Stuller revisits its educational content yearly to ensure we’re delivering what’s relevant.

The 1st Bridge group of 2017 challenged and inspired us, bringing much excitement for the rest of our Bridge season.

Here are 5 key takeaways from the first Bridge event of the 2017 series:

Industry Overview Product mix sales from your average jewelry store: 46% diamonds, 12% services (repair), 10% watches, 9% silver and contemporary metals, 7% colored stones.

In 2015, 32% of consumers purchased an engagement ring from their local independent jeweler versus 8% from Jared’s and 9% from Zales.

Marketing

Three things to remember when determining your store’s brand:

1. Make it relevant 2. Make it memorable 3. Keep it simple

To increase your Google listing’s search visibility, you should:

1. Utilize all information fields 2. Provide lots of images 3. Callouts for BBB, Chamber of Commerce, and any Trade Associations

Business Planning When developing your business plan, create a RASI to help clarify responsibilities: Who’s Responsible? Who’s the Authority? Who provides Support? And who needs to be kept Informed of progress?

Set SMART goals – specific, measurable, attainable, relevant, and time-based.

Customization

Prototypes are customization building blocks and make flexible 3C designs work for you.

Today’s customers expect customization. Be sure you can accommodate!

Repair

Have a checklist in place for each repair you take in: initial inspection, discuss every repair needed, clean piece, re-inspect, write everything down, etc.

Walk the steps of your shop. The fewer steps from location to location, the more you save in time and dollars.

Intrigued? Well, there’s a lot more where that came from. Visit Stuller.com/bridge to learn more or register.

Feature Friday – Blake Dickler

Days off from school playing with the sales people, carrying dinners to the store, and of course, the annual holiday party: these are just a few of my memories growing up at Mitchell’s Jewelers, the store my parents run together. When my dad, Mitchell, entered the jewelry business in 1979 as an apprentice to a local Baltimore jeweler, little did he know he would go on to open his own store which would become not only a second home to my sister and me but also a local staple in the community.

Growing up, my father enjoyed working with his hands. His favorite high school class was woodworking. He often says that if he weren’t in the jewelry business, he would be a cabinet maker. In high school, he started an apprenticeship with a jeweler and loved it. Mitchell continued to learn about the jewelry business and soon had a solid foundation in jewelry repair, sales, and custom design. One thing lead to another, and a few years later, he founded Mitchell’s Jewelry Repair Corporation!

Our bench jewelers seen hard at work from inside the store

When my dad married my mom, Lisa, the store expanded. She brought her background in retail to the business and helped Mitchell’s Jewelry Repair Corporation transition into Mitchell’s Jewelers, a retail custom design, and repair store. Today, this store still has a shop-centric feel rather than a showroom feel. It’s highlighted by big glass windows that allow customers to see the jewelers working at their benches from both inside and outside the store.

Through the use of new tools and technologies, Mitchell’s Jewelers is always looking for ways to advance and innovate. A few years ago, Mitchell purchased a laser welder to help him better meet customers’ needs. Currently, the business is revolutionizing the way they approach their custom design service, one of Mitchell and Lisa’s favorite aspects of their store. This idea came about after attending Stuller’s Bridge event last May. The thought-provoking event was transformative, helping my parents realize a new direction to take the business, by focusing on custom design, social media, and targeting millennials. My Dad Mitchell pictured with our new pup, Charlie

With the addition of Stuller’s Countersketch® Studio software to his repertoire, Mitchell hopes to help customers turn old jewelry and stones into something new or help them create something unique and original altogether. My sister, Mollie, hopes to assist in designing jewelry through CAD software by taking classes in school that teach her how to use various CAD programs. Plans are in the works to reconfigure the showroom to focus on custom design. To work towards the new business initiatives identified at the Bridge event, I took on a marketing role for the business, expanding the social media presence and rolling out a new website where I can seamlessly embed the Stuller Showcase.

My parents strive to create an environment that treats everyone like family. From the warm greetings customers receive from our sales staff, and the one-on-one consultations with our other jewelers to the wagging tails of our two family dogs Russell and Charlie and handwritten thank-you cards after purchases or repairs, Mitchell’s Jewelers’ customers are the number one priority. Seeing a customer’s reaction — from tears of joy to gasps of amazement — is one of my father’s favorite things. The jewelry could be an old ring the customer never imagined could look brand new again or a custom piece that began as just a thought.

Mitchell and Lisa’s journey has taught them to carve out their niche and diversify their business. Mitchell’s Jewelers separates itself from the big box stores and internet sellers through quality, personality, and flexibility even if it comes at the immediate cost of profits. Additionally, by having both a retail component and wholesale component of the business, Mitchell’s Jewelers balances the highs and lows of the business cycle. As a small business, or as we like to say, “a small business with a capital ‘B,'” Mitchell’s Jewelers stays true to its values while meeting and exceeding the customers’ needs.

Did you enjoy hearing about the Mitchell’s Jewelers family affair?

Tell us about your family-run operation in the comments below. And don’t forget tocheck out Anita Price’s story detailing her transformation from intern to in-law.