Returning Finished Work
When the customer comes to pick-up the jewelry, ask for the receipt. If it is not available or if you do not know the customer by sight, ask for and inspect photo identification. Mark on the envelope that they are picking it up with or without the receipt.
Take the jewelry out of the envelope and show it to the customer to verify that it is the correct merchandise, is all there, and has been repaired to the customer’s satisfaction. Answer any questions, and then have the customer sign the envelope affirming that they have inspected and are taking the jewelry.
Delivery Procedures Are Just Important As Take-in. For example, a husband picks up jewelry for his wife, simply taking the envelope without allowing the sales person to verify the contents with him. The wife calls later, stating one piece of jewelry is missing. Now, who is responsible? The store? Did the piece get lost in the shop? Is the husband responsible? Did the piece fall out of the envelope on the way home?
Do not let this happen to you! Have the customers, even if rushing, verify the jewelry when receiving it. If the husband is not sure what his wife left, check it against the information on the envelope. Everyone will then know what he did or did not pick up.
Put the jewelry in a Thank You envelope. Never give jewelry out in the repair envelope. File the envelope for your records in a permanent repair file near the take-in counter.
Anytime a customer says you have worked on a piece of jewelry, always refer first to the old envelope. Verify that you indeed did the work, what you did exactly, and when you did it. Never do rework at no charge without making certain it was a faulty repair.
Conclusion
The purpose of effective take-in procedures is to maximize profits by streamlining operations and avoiding costly rework. It also helps reduce the chances of disputes, legal problems, and litigation. However, even if you do everything right, you can still be sued.
Laws vary from state to state and change over time. Always consult your attorney before implementing any new take-in procedures. All employees working for the store should be aware of their responsibilities and as protective as possible of the business’ potential for legal responsibility and liability.
It is generally advisable to avoid going to court over a repair department dispute. Even if you do win (and you probably will not), the publicity will hurt your business. If possible, settle the dispute with the customer and avoid a public trial. If settlement fails, having performed proper take-in procedures, and having a complete and accurate envelope with the customer’s signature will surely help your defense.
Recommendation
Use this chapter as a guide in developing your own procedures. Have your attorney review them before you train your sales staff and implement the new process. Monitor take-ins to be certain your sales staff is following proper procedures and that the procedures accomplish your goals.