Jeweler touts customer comfort in times of crisis
Technological inventiveness, empathy and investing in ways for customers to deal with the COVID crisis are helping enable D’Errico Jewelry to not only survive but prosper in an environment that is dooming thousands of other businesses, and to effectively compete. The 35-year-old company has two stores — in Scarsdale and Mount Kisco, N.Y., U.S.
“We understand how real the risk is and how upset people are about what is happening,” says Richard D’Errico, co-founder and owner of D’Errico Jewelry. In the months since the crisis began, D’Errico has made massive investments in everything from technology to community support.
While both stores have contactless access, the retailer created an advanced contactless customer system at its flagship Scarsdale store. Inspired by the pneumatic transport systems relied upon by banks and financial systems, the system uses pneumatic tubes for jewelry service. Video and audio links, pneumatic tubes, and an extensive support structure by store’s front door enable customers to pull in, drop off their treasures, and pick them up, all without leaving their cars.
Customers that do come in the store are greeted by PPE displays that are works of art.
D’Errico is also working closely with local community groups. When sales associate Jillian McDonnell used her lockdown time to create stunning, hand-crafted masks, D’Errico Jewelry matched her donation to Mount Kisco Interfaith Food pantry. The retailer, which has its own 3D printer, also recently demonstrated 3D printing to young people from The Boys & Girls Club of Northern Westchester.
D’Errico Jewelry is doing 50 custom bridal jewelry designs a week. That’s a little down from before, but it’s picking up. “Make your customers comfortable. It’s a new world, and you have to change with the time,” Richard says.