How to define customer service.For me a business’s customer service is defined by their actions when something does not go right not when the process goes as planned. My dealings with Malka jewelers and David in particular should be a case study in how to live up to your reputation.My wife has had a solitaire setting since we were engaged. I have often encouraged her to find a setting that she liked and we would make it happen. We have browsed over the years at different places but we were usually overwhelmed in large jewelry stores. Finally, this year as our anniversary was approaching I started looking for a jeweler that we could make this happen. The Malka showroom is small and intimate, with just the right amount of selections to highlight several different styles without feeling overwhelmed with selection. David helped us with a selection we were both very happy with and the ring was ordered. It took longer than expected to arrive but when it did, my wife loved it. This would have been the end of our story but NOoooo. Not more than two weeks later I received a frantic e-mail from my wife, she woke up and her center stone was missing ; two of the completely sheared off. Luckily, she found her stone in the carpet by our bed. We contacted David and arranged to bring in the ring in to his shop. He looked at the ring and right away new that something was not right, the prongs had sheared off low and in a straight line. He described it as a casting flaw or void.He offered to fix it in house or send it back to the manufacturer for replacement. We both agreed that the manufacturer should see this and off it went. This process took several weeks and in that time, my wife and I had time to reflect on the situation. Finally, my wife sent David an e-mail describing her angst and subsequent apprehension with this same ring. David’s reply cannot adequately be described as just doing the right thing by his customer. He reassured my wife that her feelings were justified as he too has misgivings with this manufacturer given our experience. He gave us two options at this point, the first option we had to read multiple times, it was beyond generous and neither my wife nor I felt comfortable accepting it. We are not the kind of people who expect something for nothing and realize things sometimes do not work out as planned. His second option was to design a ring based on the original rings style with some added features to make it unique. This option made my wife very happy and relieved all of our apprehensions that we had made a mistake choosing this jeweler. After the design, review and manufacturing process we could not be happier. Not just with the ring but also, more importantly we having the chance to meet David and to know that there is still businesses that make customer satisfaction a priority over profits. I am sure the way this worked out heavily cut into Malkas profits, not once did David ever mention compensation after our initial dealings and he made us feel that making us happy was his highest priority. I cannot say enough about our experience and how pleased we are. You cannot go wrong selecting Malka as your jeweler and I cannot recommend them highly enough.
Marla from Premier Designs Jewelry hosted a party at my home. I thought this would make for a nice social gathering, but I never dreamed I would have such a great time. All the guests had really nice things to say about Marla, and four guests committed to hosting parties of their own. This is the first real experience I’ve had with Premier Designs, and I have to say I fell in love with a much of the jewelry. But, what really caught me by surprise was how much half price and free jewelry I received for hosting. I’d heard mention that you could earn free jewelry, but really didn’t give it much thought. So, when the end of the evening came and Marla tallied up the sales and told me how much I was getting for free, my jaw must have hit the floor. And, the greatest part was that I could order anything out of the catalog that I wanted. Marla has a great story to share and I would definitely host another party with her.
I am a professional photographer who needs to dress in a way that allows me to be very mobile (squatting, kneeling, etc.), which usually means ...pants and flats. For weddings, I had been looking for a way to dress up my image without making me less mobile. I went to a jewelry party hosted by Marla McNichols and was so amazed by the beautiful variety of jewelry and how great the quality is. So I ordered a necklace, bracelet, watch and ring and they are stunning! I feel like I fit into the weddings much better without having to sacrifice function. Speaking of function, my favorite piece is the decorative wrist watch. It is uber cool. This type of jewelry is such a great alternative to high-end precious stones and to cheap costume jewelry. It's perfect for me!