What to charge for jewelry repairs?

At shows I have been doing for a long time, I always have customers bringing pieces for repair. I only repair things I’ve made. (Unless I can whip out a pliers and send someone away happy easily).

Up to this point I have not charged for this. But often they are pieces I made years ago. If it’s a simple mechanical thing I can do on the spot, fine. But often it is replacing a broken off post. No matter how often I tell people, they just don’t get that this is not an easy fix. I explain that no, you can’t solder a sterling earring once the stones have been set. I could explain why for 20 minutes, and they still won't understand.

Usually they thank me when I return the jewelry, and it does not even occur to them that I would ask for money for this. But I have never offered a lifetime warranty!

For example, tonight it took an hour before I successfully got a new post onto an irregular shaped earring with stones. I have an electronic device that enables me to spot weld a post, but this is not easy either. Sometimes it takes many attempts.

After filing, sanding, cleaning, I had to make 2 jigs carved out of wood and foam rubber to hold the earring (Or shock myself) before I even attempted the post. Then it failed to attach 3 times. This style is one I sold – it must be -15 years ago!

I have decided I must start charging. But I am not assertive and don’t know how to justify it and not alienate people.

Thanks for your suggestions.

I am not sure why the same question was repeatedly asked in the same evening in the same section. Possilbly a glitch?

It seems if you see a pattern of repairs ... broken stems on watches, or replacing a post on earrings, that you could come up at price sheet for those repetitive repairs. At least a minimum price, with a statement that it could go up depending on the detail of the repairs needed. Have it ready to give to customers as they purchase, or if they ask about repairs at any time down the road. Surely every scenario of repairs cannot be accounted for so you could have a statement about giving free quotes for repairs not listed.

If you have a website, or at least a social media page, you could post that xx/xx/201x that you'll begin charging for repairs. Along with that announcement you can attach the list. Then annually or biannually you can adjust repair prices as needed.

I realize that part of your reason for posting is the angst in starting a new accounting factor ... charging for repairs. It is hard to do but for business reasons, it is a must. Treat it matter-of-factly. Don't apologize for charging for a service that is needed. Perhaps part of the reason these customers keep returning is that ... if they can get the milk for free, why buy the cow? You have generously done, if not offered, good (but free) repairs, so why would they go elsewhere?

Replies

Annette Piper September 16, 2017 at 7:02pm

I offer an unlimited warranty and in the 17 years I've been making jewellery I would probably get 1-2 warranty repairs a year. A couple have been frustrating to do. I think that the peace of mind that the not 100% sure customer gets sways the sale so is worth it.

I do draw the line on remodels or changes.   Eg. a customer returned a double strand of pearls 5 years later wanting a larger clasp so she got charged for the reknotting and the clasp. Another customer brought back a bracelet purchased a few years ago that she wanted turned into a necklace and was charged for the additional materials and time.

I would also draw the line at someone who repeatedly breaks things - I'm happy to repair something that happens by chance, but if someone was repeatedly rough on their items and returning them regularly because of mishandling, I would have to say that they have reached their free repairs limit.    Perhaps you could institute a 10 year warranty or similar instead of no warranty.

I think you are just frustrated with this particular repair that took longer than you expected. Happy customers become repeat customers and their continued custom is worth it.
Cindy Welch September 15, 2017 at 10:35pm

I am not sure why the same question was repeatedly asked in the same evening in the same section. Possilbly a glitch?

It seems if you see a pattern of repairs ... broken stems on watches, or replacing a post on earrings, that you could come up at price sheet for those repetitive repairs. At least a minimum price, with a statement that it could go up depending on the detail of the repairs needed. Have it ready to give to customers as they purchase, or if they ask about repairs at any time down the road. Surely every scenario of repairs cannot be accounted for so you could have a statement about giving free quotes for repairs not listed.

If you have a website, or at least a social media page, you could post that xx/xx/201x that you'll begin charging for repairs. Along with that announcement you can attach the list. Then annually or biannually you can adjust repair prices as needed.

I realize that part of your reason for posting is the angst in starting a new accounting factor ... charging for repairs. It is hard to do but for business reasons, it is a must. Treat it matter-of-factly. Don't apologize for charging for a service that is needed. Perhaps part of the reason these customers keep returning is that ... if they can get the milk for free, why buy the cow? You have generously done, if not offered, good (but free) repairs, so why would they go elsewhere?
- Linnea Lahlum > Cindy Welch September 15, 2017 at 10:52pm
  
  Thanks, Cindy. RE; duplicate postings, I kept getting a message that my post would not load. I have deleted the duplicates now. Thanks for the heads-up.

This reply was deleted.