Specialist retail jewellers recognise the importance of including valuations in their portfolio of customer services and are working hard to gain incremental business and offer high customer satisfaction. SafeGuard have been happy to support this with in store staff training and in the first few months of this year have delivered face to face training to staff in several significant retailers including Harrods, Theo Fennell, Goldsmiths, Fraser Hart and Beaverbrooks, all of whom use SafeGuard.
The training focuses very much on the guidelines set out by the Institute of Registered Valuers, part of the National Association of Goldsmiths, which SafeGuard follow. The IRV have recently redefined best practice processes in the Certificate of Appraisal Theory syllabus which is now a requirement for all those who wish to achieve professional IRV status (CAT). Amongst many other elements there is emphasis on the need to communicate fully with the customer seeking the valuation and this is covered extensively in SafeGuardâs training. The purpose of the valuation, whether it be for insurance replacement, probate, sale between parties or any other reason will determine the way the value is calculated. Dialogue with the customer will reveal the provenance, source, age and maybe the anticipated value. There may also be gemstone certificates and previous valuations.
SafeGuard valuers will always assess, describe and value items as they see them and will not be unduly influenced by such details but understanding the customerâs expectations can be very helpful. For example if an un-hallmarked item has been bought abroad as 18ct and in fact transpires to be gold plated this will have a major impact, as will a diamond certificate which plainly does not match the stone presented for valuation. These discrepancies can then be discussed and explained before the valuation is completed and returned to the customer, thereby avoiding confusion and mis-understanding and ensuring that valuations offer maximum customer satisfaction.
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