A Jewel Purchase That Lost Its Shine – A Note on Hospitality

Jewelry holds a special place in most women’s hearts. It’s not just an accessory — it’s an emotion, a celebration, and often, a long-awaited dream. After five years, we finally saved up a good amount and decided to buy a small piece of jewelry for myself — something meaningful and close to heart.

We’ve always had a fondness for Kerala-based jewelry designs — the craftsmanship, the elegance, the traditional touch — it has always appealed to us. The experience in our hometown was always warm and respectful.

Now that we’re in Bengaluru, we looked for a Kerala-based brand here as well, trusting that same standard of service and quality. So, we visited a popular and reputed jewelry showroom — but sadly, the experience left us disappointed.

The store was overcrowded, especially the gold section. All the customers were packed into a small, congested area. No chairs were offered unless we asked for them, and even a basic courtesy like water was not provided. These may seem like small things, but they go a long way in making a customer feel comfortable and valued.

This made us think back to our hometown experiences, where even small jewelry shops welcomed us with a smile, offered water without hesitation, and patiently helped us choose — regardless of whether we made a purchase.

It shouldn’t matter whether someone buys jewelry worth ₹10,000 or ₹1,00,000. The treatment should be the same.

Though we had selected a piece, we lost the mood to proceed. That joy of purchasing something after years turned into a moment of discomfort. The emotional value behind the purchase was lost in the lack of hospitality.

A Final Note: Hospitality is Marketing

In today’s world, customer experience is marketing. Small gestures like offering water or coffee, giving a balloon to a child, or handing over jewelry in a beautiful branded pouch — they might seem simple, but they create lasting impressions.

These acts don’t just make the customer feel welcome — they build brand memory. They tell your customers: “You matter here.”

People may forget the price or the carat, but they’ll remember how they felt in your store.

In a business built on emotion and celebration, service should never be an afterthought. It's not about grand gestures — it's about thoughtful ones.

If you're a jewelry brand reading this —

✨ Revisit your customer experience checklist.

The smallest gestures make the biggest difference.