May 2020 Edition
“The greater the obstacle, the more glory in overcoming it.”― Molière
In This Issue... Covid 19 Retailer Resources by Edge Retail Academy.....................................Page 4 The Edge............................…................................….........................................................….Page 5 A LETTER FROM THE BOARD OF DIRECTORS.................…..............................Page 6 Gem Legacy............………………………………...…....................................................................Page 7 Quality Gold...........................................................................….......….................................Page 8 Thinkspace...............................................................................………………….......................Page 9 Rolf H. Muller.....................................................................….........…..............……............Page 10 Rembrandt Charms...........................................................................................……......Page 11 A Message from the RJO Team...............................................................................Page 12 Lafonn..........................................................................….……….........….................…….......Page 13 Podium................................................................................................................................Page 14 Color Merchants Brevani...........................................................................................Page 15 Michou................................................................................................................................Page 16 JD & Co. A Trung Do Goldsmith Company..........................................................Page 17 A Reopening Resource.................................................................................................Page 18
COVID-19 RESOURCES FOR RETAILERS The Edge Retail Academy Team has been spending many hours each day on our phones with our clients. Our mission is to ensure your business emerges from this pandemic as healthy as possible! It is reassuring to see several of our clients achieving some successes as a result of changing things slightly. Below are 3 short videos and 1 resource document with some helpful thoughts, tips and strategies to assist you during this time.
Looking Ahead to a Post-COVID19 World in Your Store https://vimeo.com/403870130
This is Not Business As Usual – What is Your Plan? https://vimeo.com/411463396
Using Your New Found Time for Success! https://vimeo.com/405383620
Coronavirus Survival Tips For Retailers https://drive.google.com/file/d/1Kjl0k5DpMy5FTKDRK1XIv4wZV9Q2WK-/view
Edge Retail Academy is available to provide guidance on properly adapting in these challenging times. Please reach out to us at Inquiries@EdgeRetailAcademy.com or 877-569-8657, Ext. 001
Use Edge Pulse, the FREE Edge add-on, for Edge POS Data access. Watch This Short Video To See How! Plus, it offers: ✓ Real-time sales and inventory data for your store ✓ Accessible 24/7 from any device (phone, iPad/tablet or computer) ✓ Market trends to: 1. Identify industry fast sellers 2. Spot top selling vendors, categories and products ✓ Benchmark your store’s performance with 1100+ Edge users (aggregated data) ✓ Measure your sales key performance indicators (KPIs) at a glance
See all that Edge Pulse can do for you! This Short Video Summarizes It For You! Getting you connected takes 5 minutes or less! 877-569-8657, ext. 001 or Inquiries@EdgeRetailAcademy.com
Dear RJO Members, This pandemic has had an enormous impact on all of us, both personally and professionally. We have all had to adjust our business strategies to deal with the effects of our current situation. The Board of Directors felt it was essential for the organization to update its members as to the effect this has had on RJO and the vast importance of our member’s fiscal responsibility.
RJO had to pay over $4 million in guaranteed payments to our vendors in which WE DID NOT receive payment.
Approximately $4.4 million in purchases were deferred to June through the vendor deferred payment program. We cannot stress enough the generosity, understanding and support of our vendor partners to allow these deferrals. It is important those utilizing the deferral option remember what will be due in June and prepare accordingly.
As fellow member owners, it is essential to find ways to meet your financial obligations to the organization. Whether that means continually talking with your vendors or working with your local financial institutions to establish a line of credit, it must be a priority. This organization is only as strong as its members, who were accepted because they are the most financially responsible in the industry.
Due to the incredibly large guaranteed payment responsibility this month, the board is looking at policies and strategies in regards to the second half of the dividend payout.
RJO is committed to doing all it can to support our retailers as we manage this everchanging situation. We have seen tremendous outpouring on our exclusive Facebook page. Many vendors are also providing educational opportunities via webinars to aid in continued growth and learning while doors remain closed. (You can find a list of current webinars available by clicking here or logging in to rjomembers.com and selecting the Education & Services tab.) Please stay healthy and be well. Together we remain #RJOStrong, Your RJO Board of Directors
GEMS ARE CHANGING We're here to give you the resources to tell the powerful story of gems' positive impact with your clients.
GEMLEGACY.ORG
LIVES
To Our Valued Customers: Our families, friends, employees and customers are our highest priority at Quality Gold. At this time, we are shipping in stock product and our refinery is open to accept clean scrap with 100% payout or a 103% payment credit option for scrap Gold (AU) on your Quality Gold account from now until June 30th, 2020.
A MESSAGE IN RESPONSE TO COVID-19
We are doing our best to monitor the situation daily and fulfill orders, however, please refer to QGold.com for the most up to date availability and status of operations. If you have any questions, please contact JEFF WYNKOOP at jeffw@QGold.com or call 215-354-6001.
Shown above: R424 Ring, QRS3946 Bracelet, QRS1565, QRS134GP, QRS1742, QRS2990, QRS1742, QRS134GP, QRS1565 Beads, LF1400-18 Necklace, LE2156 Earrings
Toll Free:1.800.354.9833 Phone: 513.942.7659 QGold.com
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WHAT RETAILERS ARE SAYING:
“We have sold Rembrandt Charms for over 40 years! As trends and styles change, Rembrandt’s traditional and stylish charms have been a key seller in our store. We have their floor display tower right as you walk in!” - Jim Sickinger, Sickinger’s Jewelry
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RJO INSIDE TRACK – MAY 2020
E4238 Colorful days lie ahead with these rainbow huggies that are perfect for everyday wear! These 14k yellow gold Brevani earrings feature 0.32 ctw of sapphire. MSRP: $497. For more information visit www.brevani.com.
E4240 Dainty rainbow earrings that pack a punch! These 14k yellow gold Brevani earrings feature 0.39 ctw of rainbow sapphire. MSRP: $572. For more information visit www.brevani.com or call 1.800.997.8780.
P4239-18 Rainbows represent hope after the storm, so this curved rainbow sapphire necklace is perfect for year-round wear. This Brevani necklace features 14k yellow gold and 0.73 ctw of sapphire. MSRP: $747. For more information visit www.brevani.com or call 1.800.997.8780.
RM42222 This bold and vibrant rainbow ring is sure to turn heads! This Brevani ring features 14kt yellow gold, 0.30 pts of diamonds, and 0.46 ctw of rainbow sapphire. MSRP: $1,372. For more information visit www.brevani.com or call 1.800.997.8780.
P4290-18 This Brevani necklace is an definite head-turner! This Brevani necklace features 14k yellow, 0.05 ct of diamonds, and 2.63 ctw of white topaz. MSRP: $1,197. For more information visit www.brevani.com or call 1.800.997.8780.
E10450 Obsessed with these lovely Dashing Diamonds earrings with pierced diamonds that sway as you move. These Brevani earrings feature 14k yellow and 0.16 ct of diamonds. MSRP: $622. For more information visit www.brevani.com or call 1.800.997.8780.
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USE MICHOU’S SOCIAL MEDIA TOOLS Connect with Us on Facebook & Instagram Build Your Michou Collector Community
@MichouJewelry
SET YOURSELF APART with One of a Kind works of art when you feature Michou on your website and social media. CHOOSE from stunning imagery in the Michou Media Guide. We’ll send individual item images exclusively for your use! Tag us in your Michou posts so we can see and share what you’re doing #michoujewelry #beoneofakind #michouisart #everydayelegance michoujewelry.com | (530) 525-3320
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To ensure the safety of your staff and customers, JD&Co. sanitizes all products prior to packaging and operates in accordance with local, state, and national regulations.
MAY 2020
YOUR RE-OPENING RESOURCE
RJO RE-OPENING
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RESOURCE
WORDS FROM your RJO At RJO we recognize these are unprecedented times. Many of you have made the difficult decision to close your doors to follow guidelines from the government due to the COVID-19 pandemic. Over and over again we are seeing how RJO retailers are facing this situation and working tirelessly to find new ways to rise above and reach your customers. We are so proud of you! Seemlingly overnight, phrases such as "social distancing" and "flattening the curve" have become part of our daily conversations. But how does that transition as we begin the process of returning to our new normal? We hope this information will help you to be more prepared to greet customers and welcome them back into your store in a safe and encouraging manner. We have included a few things to help with this transition: A checklist of things to prepare before opening your doors A message from Shane Decker Information from Jeweler's Mutual about opening your store safely Advice from Jewelry Ads That Work A copy of the Department of Labor's Employee Rights information Business card template to print and share with your customers upon reopening
As you begin to prepare to re-open your doors, we want you to know, we are here for you. Together with the RJO Foundation we have compiled these resources as a convenience for you. We hope you will find it helpful as you flip your signs to open. We wish each of our RJO retailers the very best as you open this new chapter. Yesterday, today and tomorrow we will remain #RJOstrong together.
SARAH STREB RJO CEO
.
MIKE PRIBYL RJO Foundation President
RJO RE-OPENING
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CORSI SOLUTIONS
PUSHING PAST STATUS QUO ADVICE FROM SHANE DECKER It is no secret, we have relied on an awesome economy for far too long. We have become comfortable with coasting in our industry and the status quo has taken over. More than ever it is important to fight back against this status quo and optimize the experience your customers receive. As you prepare to open your doors, remember that when you do nothing, nothing happens. A battery client is no longer just a battery client, and a repair client isn’t only a repair client any more. Treat each person who walks into your store as an opportunity. People have been cooped up for more than six weeks and they want to see a real person, they want to interact with a real person, they want to be romanced, they are looking for a reason to celebrate something good. People are also interested in telling their story. When the time comes for you to invite customers back to your store, send them a text or email to invite them in for a free cleaning and inspection. Take the time to be sure every client has the opportunity to talk and tell their story. Part of your job now involves listening to your clients and deepening a relationship with them. Speaking of your customers, now is the time to break out the white glove treatment and make it a standard for every customer who walks in your store. Handle every piece with white gloves, when you bring it out of case, clean it and hand it to your customer, when you receive it from your customer, clean it before you put it back. This small act gives your customer the peace of mind that your store is operating with the highest regard to cleanliness and safety.
REOPENING CHECKLIST
It is also imperative to push against the status quo when it comes to your sales staff. Many stores have gotten out of the habit and have relaxed their sales training meetings. Now more than ever we need to amp up these meetings. Call your staff together on a video chat platform and train! These meetings will provide time to gain product knowledge, strengthen your salesmanship, set goals, go over new procedures related to re-opening and train your staff how to be human again. Take advantage of this down time to raise the bar on the experience your team provides. These people will make a difference in what happens in your store. Do not let this time slip by and not be better when you come back. Status quo is gone forever, and stores that stay with status quo will close. What you put into this now is what you’ll get out of it. It is time to plan, prepare and practice. So push past your comfort zone and dig deep.
"Status quo is gone forever, and stores that stay with status quo will close. What you put into this now is what you’ll get out of it. So plan, prepare and practice." ~Shane Decker
Be sure your store is properly stocked on the following supplies to keep safety a priority for you, your staff and your customers.
MASKS - CONSIDER COMPLIMENTARY MASKS FOR YOUR CLIENTS GLOVES SIGNAGE PLEXIGLASS BARRIERS UV GERM KILLERS HAND SANITIZING STATIONS AND SUPPLIES WIPES ALCOHOL FOR SUBMERSING JEWELRY EXTRA TWEEZERS FOR TAKE INS TO AVOID PHYSICAL TOUCHING
RJO RE-OPENING RESOURCE
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10 SAFETY & SECURITY TIPS FOR RE-OPENING YOUR BUSINESS AFTER COVID-19 FROM JEWELERS MUTUAL After a long hiatus from your business, we know you are eager to open your doors and get back to serving your customers. However, once businesses in your state have been given the okay to open, you still need to remain vigilant when it comes to security, employees, transporting jewelry stock, and more. Check out these ten tips to help prepare your jewelry store for reopening.
1. CONTACT YOUR AGENT TO REINSTATE INSURANCE If a temporary endorsement was made to your on-premises stock limit, you will have to call your agent to bump coverage back up. Especially during an unknown time like this, we never want your store to not be adequately covered.
2. MAKE ARRANGEMENTS TO TRANSFER PRODUCT BACK TO YOUR STORE Once your store is given the okay to re-open, you will need to provide at least a 24-hour notice to the provider (i.e. Malca-Amit) securing your jewelry to schedule a safe pick-up or drop off. Make sure you understand the requirements ahead of time so you’re ready. If stock is being stored in a bank safe, you will need to contact the bank and arrange a time for safe pick-up.
3. MAKE A PLAN FOR HANDLING CUSTOMERS WITH MASKS We understand that many, if not all customers will continue to wear masks while going out in public after the safer-at-home orders are loosened. If it’s possible -before they enter your store – have security cameras set to get a view of their face, just in case anything may happen after they enter. Once inside your store, don’t ask customers to remove their mask as it is a safety measure for customers and staff.
4. ASK FOR ID Be open and honest with your customers and let them know that due to heightened security risks right now you are obligated to check everyone’s ID’s as an additional security measure. This way if a crime is committed you have their information.
RJO RE-OPENING RESOURCE
5. TAKE PRECAUTIONS WHEN SETTING UP DISPLAYS After jewelry stock is safely returned to a store, all entrances to the building should be locked and alarm and security systems should be activated. It’s at this time that stock not inside a safe or a display case may be most vulnerable. High-value merchandise should be spread across the showroom and the arrangement of items should be altered. This thwarts the threat of a burglar remembering exact locations of the items he or she wants.
6. REVIEW SECURITY/ALARM SYSTEMS Surveillance: Whether in the store or away from the store, it’s important to keep an eye on surveillance footage. Even if the cameras are working properly, these questions should be top of mind: Are all angles of the property under surveillance? Is the resolution of the cameras high enough for an investigator to use if a crime occurs? Are recordings stored properly? Are recordings quickly and easily accessible? Alarm system: Unfortunately, alarms can be complex at times. This means it's even more critical to examine them with an alarm service provider. Some important questions to ask yourself are: Is the alarm communication path working as expected? Would the support from your security company be sufficient if your alarm system stopped working? Would the level of monitoring in the event of an alarm signal be sufficient?
7. TAKE TIME TO RE-TRAIN EMPLOYEES. It is important to meet with your employees for any staff training needed before re-opening, and to make sure they feel comfortable returning. Remind them to remain vigilant while greeting customers and showing them items.
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8. ENSURE MORE THAN ONE EMPLOYEE IS IN THE STORE WHEN RE-OPENING. We recommend you open your business with two or more people on the premises. This is especially important during the transition period after a lengthy closure. One employee should open while another observes the opening. When opening, the employee unlocking the store should immediately lock the door after entering. Then, this individual should conduct a full walk-through of the premises, looking for anything suspicious.The other employee should watch from a safe distance, ready to call police if the need arises. Only after receiving an “all-clear” notification from the first employee, the second employee may enter — again locking the door behind him/her — and assist with opening safes and/or vaults, setting up display cases, and preparing for the day’s business.
9. MAKE SURE YOUR STAFF IS HEALTHY BEFORE RETURNING TO WORK. You’ll want to stay on the lookout for health requirements for employees returning to work after COVID-19 from the CDC. For now, at the very least we recommend jewelers check in with employees before they return to work – making sure they know to stay home if they are feeling ill. Temperature tests are also an option for employees.
10. HAVE ENOUGH STAFF ON HAND; ONLY ALLOW A FEW CUSTOMERS IN AT A TIME. Business may be slow to start, but gradually customers will feel more comfortable leaving home and supporting their local jewelers again. Some may be eager to check on their custom projects or repairs which may be waiting for them. Prepare your store for anticipated traffic and take precautions on the number of customers you allow in at a time, for you and your employees’ health and safety, as well as your customers’.
Thank you to our friends at Jewelers Mutual for the use of this article. Tetzlaff, T. (2020, April 21). 10 Safety & Security Tips for Re-opening Your Business After COVID-19.
RJO RE-OPENING
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IS LOVE THE MAGIC BULLET? MIKE BULEY JEWELRY ADS THAT WORK
There are no magic bullets to getting through this, or bringing business back up when you re-open.
Or maybe there is. Maybe the magic bullet is love. There are basic things to do now, and always, which are your best insurance for keeping your customers with you, and growing business in whatever the 'new normal' landscape is.
It's remembering you offer products and services ... and more important than those, you offer love.
The deepest craving of each of us, is to be seen, recognized, accepted for who we are ... appreciated, admired, wanted. We seek love. And love is all of those things, and more.
Keep loving your friends -- those beautiful men and women who turn to you for help, for products and services -- and who really turn to you for love. Those men and women are the ones who have been with you for years. Who come in often --because you love them ... and so they love you.
"How can we love our friends through this time?"
"What do our friends need from us?" Maybe they need a warm email. A phone call. A text. A note in the mail. Maybe they need to see an uplifting post on Facebook ... hear an uplifting spot on the radio ... see a video on Facebook or cable which makes them smile, which touches them, which lifts them up, and makes them feel better about themselves. This is what you do better than other businesses: you make people feel better about themselves. Most people don't really get it. That we are drawn to people who make us feel better about US. That people who lift US up ... are the people we most want to be with in the world. You do that for your friends and customers. That is why you are here, why you have your store. If you've pulled back on ads and reaching out to your customers, hoping to just get through this ... think differently. And as things open up again, in whatever ways and times they do ... keep in touch with your friends. Talk to them. In print, on the radio, cable, Facebook, the mail. You have built your business by loving people. You are extraordinary lovers of people. Keep loving them. One ad, one message, one customer at a time. One act of kindness at a time. I'll close this note to you, with a note I sent to a customer an hour ago. She and her family have a wonderfully successful store. And they will continue to grow. What I wrote to her, will, I hope, encourage you to keep in touch with your friends now ... and always.
Dear Mary,
I am super impressed by how you are taking care of your customers. You are way, way, way ahead of the curve in keeping in touch with customers. Your emails to customers are frequent (good!), interesting, helpful, written simply and warmly. I don't like the word 'proactive' -- the word rubs me the wrong way. You keep in touch with your people -- and 'your people' is the right way to talk about your customers. They are more than 'customers' to you. They are friends, and they are family. I have seen jewelers more or less pull in their horns during this ... thinking they'll wait it out, which they might, or will. But the conversations with people, the talking with people, the keeping in touch -- they have dropped way off. You have kept doing what you've always done: you keep in touch. You talk with your people. You offer different ways to help, different products and services which brighten their worlds. Mary, you are one of those businesses which will continue to thrive and grow -- because you give people what they really need, wrapped around these products and services. You give them love, heart, caring. You're there for them. They know you are. They feel all of that in the ways you talk with them, and help them. It is a privilege to work with you and your family. There is a magic about your family. A warmth, a genuineness. A joy in being alive, in being with people, in helping, in bringing smiles and laughter to people's lives. You understand that it's about a lot more than the product or service. It's about loving these people. People are drawn to love and joy and laughter and kindness. And that is who you and your family are. All of those things. Thank you for caring the way you do, Mary. Keep shining. Your light is super bright, and our world needs it more now than ever. Keep loving these people like nobody else, and here's to business -- to taking care of your friends -- growing and growing and growing.
Mike
EMPLOYEE RIGHTS
PAID SICK LEAVE AND EXPANDED FAMILY AND MEDICAL LEAVE UNDER THE FAMILIES FIRST CORONAVIRUS RESPONSE ACT
The Families First Coronavirus Response Act (FFCRA or Act) requires certain employers to provide their employees with paid sick leave and expanded family and medical leave for specified reasons related to COVID-19. These provisions will apply from April 1, 2020 through December 31, 2020. ►
PAID LEAVE ENTITLEMENTS
Generally, employers covered under the Act must provide employees: Up to two weeks (80 hours, or a part-time employee’s two-week equivalent) of paid sick leave based on the higher of their regular rate of pay, or the applicable state or Federal minimum wage, paid at: • 100% for qualifying reasons #1-3 below, up to $511 daily and $5,110 total; • 2/3 for qualifying reasons #4 and 6 below, up to $200 daily and $2,000 total; and • Up to 12 weeks of paid sick leave and expanded family and medical leave paid at 2/3 for qualifying reason #5 below for up to $200 daily and $12,000 total. A part-time employee is eligible for leave for the number of hours that the employee is normally scheduled to work over that period. ►
ELIGIBLE EMPLOYEES
In general, employees of private sector employers with fewer than 500 employees, and certain public sector employers, are eligible for up to two weeks of fully or partially paid sick leave for COVID-19 related reasons (see below). Employees who have been employed for at least 30 days prior to their leave request may be eligible for up to an additional 10 weeks of partially paid expanded family and medical leave for reason #5 below. ►
QUALIFYING REASONS FOR LEAVE RELATED TO COVID-19
An employee is entitled to take leave related to COVID-19 if the employee is unable to work, including unable to telework, because the employee: 1. is subject to a Federal, State, or local quarantine or isolation order related to COVID-19; 2. has been advised by a health care provider to self-quarantine related to COVID-19; 3. is experiencing COVID-19 symptoms and is seeking a medical diagnosis;
5. is caring for his or her child whose school or place of care is closed (or child care provider is unavailable) due to COVID-19 related reasons; or 6. is experiencing any other substantially-similar condition specified by the U.S. Department of Health and Human Services.
4. is caring for an individual subject to an order described in (1) or self-quarantine as described in (2); ►
ENFORCEMENT
The U.S. Department of Labor’s Wage and Hour Division (WHD) has the authority to investigate and enforce compliance with the FFCRA. Employers may not discharge, discipline, or otherwise discriminate against any employee who lawfully takes paid sick leave or expanded family and medical leave under the FFCRA, files a complaint, or institutes a proceeding under or related to this Act. Employers in violation of the provisions of the FFCRA will be subject to penalties and enforcement by WHD. WAGE AND HOUR DIVISION UNITED STATES DEPARTMENT OF LABOR
For additional information or to file a complaint:
1-866-487-9243 TTY: 1-877-889-5627 dol.gov/agencies/whd WH1422 REV 03/20