Don't Shoot The Messanger!

What I mean by this title is that if your jeweler calls after you have dropped off a repair at his store, it is for a good reason. This happens on occasion when a salesperson or even management take in a repair and either quote charges that are too low or you have requested an estimate.
Also I will call a customer if I think the quoted charges seem too high. I don't believe in gouging the customer even if they have approved the charges while in the store. Customers are trusting the store staff to be honest with them and rely on their knowledge to give them the best price.
I always tell the staff if they feel unsure about quoting charges and they don't find them on the repair sheet they should ask me before pulling something out of the sky. By just guessing it sets up the scenario I am talking about. I have to call the customer and tell them the charges are wrong and explain why and what the correct charges should be. Generally I find myself having to quote higher rather than lower and I don't want it to seem like a "bait and switch" type of situation. The customer might feel like,"oh sure, now you have my repair and you're going to jack up the charges on me!" After conferring with the person who took in the repair I will call the customer and explain in detail the reason for my call and why the charges have to be adjusted. Usually I will give them a slight break on the price for being so understanding and also to simply build good customer relations. You know...rapport.
You can help protect yourself by asking to see the company retail repair charge sheet while you are in the store. Many times the person waiting on you might feel too rushed or too lazy to get it out while filling out your repair envelope. Just ask.
And remember if I'm calling you, it's for a good reason, please don't shoot the messanger.