Now we are not trying to "Teach Granny how to suck eggs" here:
But the following information lays down a few tips and procedures that you may or may not know or you may already have them in place. However they may serve as a reminder or be useful to new, junior or part-time staff members.
These check-lists have been produced to help you accurately take in your customers repairs:
The following points are important to remember:
· Your customer will consider you to be a repair expert (irrespective of your length of service).
· To deal with customer repairs effectively you should never underestimate the sentimental value that may be attached to their item. This is irrespective of monetary worth.
· You should always try to undertake their repairs professionally, to an agreed standard and within the time period stated.
· When customers collect their repairs they will always inspect them, thoroughly and critically. Any damage not noted on the repair receipt when you take in the item is technically your companies responsibility to correct this, if the customer requests it.
· You should also point out any characteristics their repair may exhibit on returned from the workshop, examples being, a hollow Rope chain may be fractionally shorter or a new setting may not be a 100% match to the old one. These things should also be noted on the repair receipt.
· Therefore it is essential in every instance that the repair receipt is completed fully and clearly.
· Your description should be clear enough for the store and the workshop to be able to identify your item from another similar piece in the unlikely event of a mix up.
Following these checklists together with careful and accurate examination will assist you in avoiding customer complaints and dissatisfaction.
To ensure you complete your repair receipts accurately with all the relevant information you may be advisable to carry out the following:
Find out exactly what the customer wants you to do for them and try to gauge what their expectations are from having the repair work done
· Always use an eye glass or loupe to examine their item. This will enable you to identify all of the work that needs to be carried out.
· Point out any damage or pitfalls the work may cause.
· To explain and characteristics their repair may show on return.
· To sell any additional work that will need to be carried out in order to repair the item to a satisfactory condition, or to enhance the item such as rhodium plating.
· To quote realistic periods of time for the return of the repairs. (The workshop will always be pleased to advise on this).
· To exceed customers expectations wherever possible
We at the workshop will also carry out the following procedures:
· To double check any work coming in to the workshop and advise you of any faults or damage not noted on the repair receipt.
· Digitally photograph and document every job before any work is carried out, so in the very unlikely event we both miss something, we have the proof of the image.
· When we receive an item, we will inspect it and decide if we are able to offer a 12-month guarantee if we carry out the job you have requested.
· If we are unable to offer a 12-month guarantee we will estimate for a job that will allow us to do so.
· e.g. If you were to request a very thin shank to be sized or re-joined. Although the work could be carried out, it may only last a few months. Therefore, we will estimate for a ¼, ½, ¾, or full shank replacement. This can be given a full 12-month guarantee.
We also realise the great sentimental value your customers may have for their item and may not want any alterations or major work carried out on them, so of course in these cases we will do anything the customer requests by mutual agreement, but we unfortunately are unable to guarantee such jobs.