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  • Dale Carnegie of Maine's C.E.O Discusses Customer Service at Day's

    Day's Jewelers was the topic of conversation in the Summer Issue of Dale Carnegie's Newsletter. Dale Caregie of Maine's C.E.O Dave Stearns described an experience he had with Corey Johnston at Day's Jewelers in South Portland.

    I am spending more time lately with my 87 year old mother; precious time that I am valuing and appreciating more with each passing day. Recently she was rummaging through some old jewelry boxes and came across a pearl ring. She told me my father wore this ring on his pinky finger when he came home from the war with Japan in 1945.  She said: “He took it off when he got home because he thought it was too fancy for a farm worker, and belonged on someone who had a cleaner and more executive job.” She then said; “Would you like it?” I almost burst into tears as I slipped it onto my right pinky. It fit perfectly.

    The next day I was beaming as I stopped by Day’s Jewelry Store.  I am a loyal Day’s customer and have shopped there for years; I wouldn’t think of going anywhere else. I approached one of the counters and the smiling representative, Corey, said: “Hi Dave, what brings you in today?” I held out my hand like I was newly engaged and proudly showed him my new treasure.  I inquired about the cost for an appraisal.  As I slipped the ring off, he said “Tell me about the ring.” So I excitedly told him about my Dad and the war and wearing it home and how I had a cleaner, more executive job so my mother gave it to me. He carefully looked the ring over, turning it, moving it closer to his eyes, then moving it away at arm’s length and holding it up to the light. He smiled again and told me, “It’s priceless!”

    After a long pause I exclaimed: “What?”  He replied: “That story you just told me is priceless – and that is the true value of your father’s ring — let me go polish it for you.”  When he returned with my now shiny ring and slipped it on my finger, he explained that the ring was sterling silver with a fine ornamental pearl and that the appraisal would probably cost more than the dollar value of the ring.  I smiled at Corey and thanked him. I was thrilled. As I exited the store I realized why I keep coming back to Day’s and people like Corey. They get it.

    I have found that one of the most important lessons learned by companies early in the 21st century is that to continue to grow and thrive, the customer needs to come first. It sounds simple, but successful organizations recognize that customer satisfaction stems from a series of interconnected events like my brief encounter with a Dale Carnegie graduate like Corey. Good service results when the expectations of the customer have been exceeded, regardless of the financial implications or outcomes. Service is one of those concepts that is easy to talk about but difficult to deliver. Delivering quality service consistently requires the knowledge, skills, and attitude of people like Corey.

    Regards,
    Dave

     

    davestearnsAbout the Blogger: 

    Dave Stearns is the C.E.O of Dale Carnegie® Maine, a training organization that specializes in helping individuals sharpen their business skills and helping companies achieve their objectives by improving the performance of their people.

    With over 30 years experience, Dave has held leadership positions for Nike and Exxon Corporation and is internationally certified Master Trainer for Dale Carnegie & Associates. As a sales master trainer, Dave has conducted dozens of sales training programs across the US, as well as events in Canada, Korea, Scotland, Mexico, Portugal, Greece, and Japan.

     

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HASSLE FREE RETURNS

If for any reason you are not 100% satisfied with your purchase within 30 days of receipt, you may return any merchandise that has not been altered, engraved or customized for a refund, credit or exchange. Merchandise returned must be in its original condition.

FREE SHIPPING ON ORDERS OVER $95

All orders are fully insured and require a signature at time of delivery. Each item is cleaned, polished and inspected before it is wrapped and shipped to you. For engravings and ring sizing, please add an additional 2-3 business days to your order. Special orders or customizations may take 3-4 weeks. Please click here for full shipping information.

CONFLICT-FREE

Day's Jewelers requires suppliers to provide a written warranty, for every diamond purchased, that it was acquired from non-conflict sources. Furthermore, as a certified member of the Responsible Jewellery Council, Day's is committed to supporting and promoting the highest level of social, ethical and environmental responsibility in our communities and in the areas of the world where our products are sourced. Learn more...

100% SATISFACTION GUARANTEE

If for any reason you are not 100% satisfied with your purchase within 30 days of receipt, you may return any merchandise that has not been altered, engraved or customized for a refund, credit or exchange. Merchandise returned must be in its original condition.

LIFETIME WARRANTY

Your jewelry purchased from Day's Jewelers is warranted for a lifetime against defects in materials and craftsmanship. To be eligible for this warranty, your piece of jewelry must be inspected at any Day's store at least once every six months. If you should live in an area where there is no Day's store located, we would be happy to recommend a reputable jeweler to perform the required semi-annual inspections. Day's also offers a low cost extended care plan that covers normal wear and tear of items not deemed as defective.

BEST PRICE PROMISE

Day's adheres to an everyday low price policy so you can always shop knowing you’re getting the best price possible from an authorized retailer.

DAY'S BEST PRICE PROMISE

Day's adheres to an everyday low price policy so you can always shop knowing you’re getting the best price possible from an authorized retailer.