David Blank Diamond Doctor Owner: Customer Service that Sparkles
by Nick Nichols, Marketing Adviser to Business Owners and Professionals
When it came time to update the customer service chapter in my book, “The Entrepreneur’s Guide to Crushing the Competition: How to Be Seen as the Best and Obvious Choice to Attract More Pre-Qualified Buyers Starting Today!” I needed an example that truly demonstrated how customer service can be a potent secret weapon. The choice was clear: David Blank, owner of Diamond Doctor.
The Diamond Doctor’s approach to customer service is in a word, refreshing.
The experience begins when you arrive at the Diamond Doctor showroom and workshop. For security they have a Dallas police officer in the foyer to greet you. This not only sets the stage for the value of what’s inside, it gives customers peace of mind knowing they will be safe.
Sitting in the lobby area I couldn’t help but notice how everyone is greeted by a person from behind the counter. “Welcome to Diamond Doctor… what brings you in to see us today?” I was particularly impressed by the experience that one young man had.
He said he wanted to buy a diamond engagement ring and was immediately assigned a diamond consultant to help him. I say diamond consultant rather than sales person because Diamond Doctor people are among the most knowledgeable diamond experts you will ever find in a retail store.
When the young man told the consultant his most important criteria was cut, the consultant politely but firmly told him that the cut, although important, might not be the primary “C” he should be concerned about. She showed him a diamond buying reference chart that helped him to understand the relationship between cut and the other three “Cs”: clarity, color and carat.
Then she did something I’ve never seen or heard of in a large-purchase retail buying situation. She asked him what his budget was and then “backed out” the 8.25% sales tax to arrive at a diamond price that his budget would buy without any surprises – like added sales tax. This was amazing.
Another benefit of buying from Diamond Doctor is their 25-day, no-questions-asked return policy and their lifetime dollar-for-dollar exchange policy. I’ve never seen anything like it. When you buy from Diamond Doctor, there’s no way you can lose.
In the past few months I’ve gotten to know Diamond Doctor owner David Blank pretty well. I have seen and heard him interacting with customers and potential customers on numerous occasions. What you see is what you get: the real deal. David goes to great lengths to make sure his customers are utterly delighted with whatever they buy from Diamond Doctor. In my book update I will elaborate on more of what makes David Blank and Diamond doctor truly one-of-a-kind.
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