Local Leamington jewellery shop Tustains’ star is definitely on the rise. Last year they were awarded with a place on the prestigious Professional Jeweller Hot 100 list and now they have expanded their store to accommodate their growing stock and clientele. They have added a second private consultation room into their store, allowing them the freedom to give more time and attention to their customers. Staff can now share their expertise in a quiet environment with more of their valued customers, away from the hustle and bustle of the main shop.
Customer service has always been important to brothers and business partners, Joe and Tom Milner. It is the key value that was instilled in them by their father, from whom they inherited the business, and it hasn’t gone unnoticed. The results of a recent survey of Tustains customers were overwhelmingly positive, with the main praise given to the outstanding care and respect they receive. Joe Milner explains “we believe that designing or selecting a piece of jewellery, especially a wedding, engagement or eternity ring, is an incredibly personal experience, and so we involve the customer in the process from start to finish. Our private rooms allow our customers more time to explain their needs, listen to the expert advice that we offer, and choose their commitment ring in a comfortable, stress-free environment”.
The privacy of the rooms for a longer consultation time is very much appreciated by their clients. In a recent telephone interview one customer commented “What’s always impressed me – and the reason I go back there – is because compared to a number of the high street chains and the more familiar brands, they’re not just salespeople, they actually know their products. They know what they are doing, they’re experts and I always feel that the help me get the best. . My most recent contact illustrates that. I wanted a pair of rings made and I had a broad idea about what I wanted. Joe talked to me and listened and he came up with the ideas. If he hadn’t been listening the ideas wouldn’t have been right.”
The layout for the new store design has already been well received and Tustains hope that the new room will attract plenty of new customers. As well as a new look for the store, they are soon to unveil their new website, which will give prospective and existing customers information about the latest Tustains products as well as starting a new customer service in ‘click online and collect in store’.