Most of us have had some exposure to concepts like those explored by self-help gurus like Tony Robbins and the late Dr. Norman Vincent Peale, and for the most part we can agree that those ideas and concepts are worthwhile. But how many of us actually use those principles in our role as watch repair department liaisons?

The truth is that whether or not we realize it, our attitude affects the results we experience in the repair department. It is no stretch to have a bright, happy attitude when we are selling what we enjoy, e.g. a large diamond, or something we have created.

The real trick is to develop a happy, expectant attitude when it comes to repairs - especially watch repairs! I have had many occasions to visit jewelers and I find more times than not jewelers behave less than enthusiastically when they encounter a watch repair customer! As a matter of fact, I have observed that most act as though the customer just handed them a dead rat!

We need to realize that our customers are sensitive to the demeanor we show them in the sales interview. In a recent seminar I gave the analogy that we act less than enthusiastic towards a watchrepair customer, it is much like if a man went to an upscale women's clothing store and upon choosing an expensive dress for his wife, the sales clerk says to the customer, "Why would you want to spend that much money on that fat cow wife yours?