Managing after-sales service in jewelry and watchmaking: the step-by-step method

A watch entrusted for servicing, a ring resized, a necklace restrung: after-sales service is one of the rare occasions when a customer leaves you an item they cherish, sometimes for several weeks. Well-organized, it fosters loyalty. Poorly managed, it leads to follow-ups, disputes, and lost customers.

The essentials in 30 seconds

• Everything hinges on the support : a precise, signed deposit slip, with the condition of the item.
• THE customer quote is built from the workshop's quote, with your margin and clear options.
• The customer's agreement must be writing : a signed quote avoids most disputes.
• A followed by status allows you to know at any time where each part is, and to notify the customer.

The five steps to a well-run after-sales service

1. The care at the counter, with a deposit slip.
2. The shipment to the in-house workshop, to a partner watchmaker or to the brand.
3. The quote submitted to the client, then their agreement or refusal.
4. The follow-up of the repair and customer information.
5. The restitution, control and collection.

1. The collection: the deposit slip

The deposit slip is the only proof of what the customer has given you, and in what condition. It must be filled out in front of the customer before the item leaves the counter.

The voucher is issued in duplicate: one copy is given to the customer, the other accompanies the coin to the workshop. For gold, silver, or platinum coins, also check what you need to record: see Consignment sales, repairs, items entrusted to someone: should it be recorded in the police register?

2. Sending to the workshop or the brand

Each part is sent to the correct contact: your workshop, a partner watchmaker, or the brand's after-sales service for watches that require it. Note where and when the part was sent: this is often the first question a customer asks when they call.

3. The quote: from the workshop to the client

The workshop or brand will send you their quote. Your customer quote will be based on this quote:

• apply your coefficient or your margin, while respecting the public prices imposed by certain brands;
• separate the tasks necessary of the options (polishing, changing the bracelet), which the customer chooses;
• indicate the deadline The quote's validity period and the date specified.

An agreement given over the phone is easily disputed. Have the quote validated in writing, ideally with a signature, and keep it in the file.

4. Customer follow-up and information

A single status for each case is all you need to maintain control: awaiting quote, quote accepted, in progress, completed, ready for pickup. The customer doesn't have to call to find out the status of their watch: simply notify them when the quote is ready and when the part is available.

5. Refund and collection

Before returning the part, verify that the service corresponds to the accepted quote. Collect the remaining balance, taking into account any deposit paid, provide the invoice, and remind the customer of the repair warranty conditions. For a business customer entrusting the repair of multiple parts, a consolidated invoice avoids issuing a separate invoice for each repair.

The most common mistakes

• A deposit slip without condition of the room : it is then impossible to prove that a scratch already existed.
• A Quote accepted verbally, disputed at the time of payment.
• Pieces completed but never claimed, due to a lack of follow-up.
• A customer quote copied by hand from the workshop, with pricing errors.

After-sales service in Jewely Retail and Jewely Devis SAV

In Jewely Retail, The after-sales service follows these five steps: two-part after-sales service form upon receipt, workshop automatically assigned according to the brand and type of product, real-time view of files and their statuses, quote sent by email and signed electronically, notifications to the customer, group invoicing for professionals.

For the quote, Jewely Devis SAV It reads the workshop or manufacturer's quote, in PDF or text format pasted from an email, and transforms it into a customer quote with your pricing and options, which the customer can then sign from their mobile device. It can be used with Jewely Retail or on its own.

Frequently Asked Questions

What should a customer service drop-off slip contain?

The client's identity and contact information, a precise description of the item (brand, model, serial number, material), its condition upon receipt (scratches, dents, functionality, strap), the service requested, the date, and the client's signature. One copy is given to the client, and the other accompanies the item.

How to determine the price of a service quote?

Start with the workshop or brand's quote, apply your markup or margin, respecting the list prices set by some brands, and add your own services. Present optional work, such as polishing, as options that the customer can accept or decline.

What if the client refuses the quote?

Mark the application as rejected, return the item, and notify the client that it is available. If a quote fee applies in case of rejection, this fee must have been disclosed and accepted upon submission.

Does a watch sent in for repair go into the police register?

A repair does not fall under the register of second-hand goods, but may fall under the register of precious metals for works in gold, silver or platinum, with simplified forms such as repair slips.