Diamond service in customer care eases store's recovery
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It takes a special kind of jewellery firm to fit the bill as both a family-run business priding itself on intimate customer service and as a national chain serving large parts of the UK.
Diamond merchants Chisholm Hunter, one of the city’s most distinguished jewellery outlets since December 2009, is at ease fulfilling both roles.
Underpinned by a strong ethos of staff and customer care, the Eastgate Shopping Centre store is reporting a healthy rejuvenation after four months of enforced closure up to mid-July.
Family-owned since opening in Victorian Glasgow in 1857, the company – bought by gemologist Harry Brown in 1993 – specialises in high-end jewellery and luxury watches, with 22 stores across England and Scotland.
Having enjoyed great early success, the original ‘store of 10,000 wonders’ as it was known for worldwide treasures, hit harder times through the Great Depression and two world wars, but was dramatically revived by Mr Brown.
His passion for his trade saw him oversee the whole production process from rough diamond to finished item.
Inverness store manager Julie Crompton believes that same attention to detail and a resilient mood among her five-strong team have been key to restoring customer confidence.
“As we prepared to re-open, we all experienced excitement and trepidation, but my staff and I were of the mindset that working together, united as a team, would help us through any anxiety and obstacles,” Miss Crompton said.
“My mentor Harry Brown, our company CEO, always advised us to focus on the remedy rather than the problem. With a positive mindset, we’ve adopted additional behaviours and ensured the safety of our customers. For all of our team it’s been a rollercoaster of emotions, but we enjoy very friendly relations with clients and it has been great to catch up and see how they are doing.”
An appointment service is in place. More vulnerable clients and those less confident in visiting the store have been catered for with tailored services such as car visits within Eastgate’s parking area.
In everything, safety is paramount. Clients without appointments are also welcomed, either with consultations there and then or by booking a future visit.
“Every single client is important to us and we do our best not to miss anyone. Everyone should feel special.
“The clients we have seen since returning have been very positive. It’s been fabulous to see them and we have experienced no negativity to safety measures in place.
“The public are growing more confident and it’s fantastic to feel such a positive ambiance in our store and in the Eastgate Centre. Centre management and security have been very supportive of us and the public. I’d encourage anyone who hasn’t returned yet to visit.”