I've been in the pawn business for over 20 years and you better believe that I've seen my fair share of unhappy clients. The first time you're faced with an upset customer, it's a lot to take in. Even the most experienced brokers will have their hands full when it comes to a really disgruntled customer who thinks they're in the right. Throughout my history in this business, I've learned a few ways to diffuse a situation and help both the customer and shop owner come out feeling satisfied, reassured, and respected.
Several years ago I wrote an article for PawnLink.org that highlighted the growing frequency our pawnbroker customers were being exposed to and taken advantage of with fake bullion and replica coins. Many of these defrauded, poured, and extruded Precious Metal investment pieces started out as legitimate bullion products coming from reputable refineries and banks. Scammers would drill out actual Gold or Silver from these pieces and back-fill them with materials like Lead or Tungsten rods. Eventually, we began seeing scammers implementing higher levels of skill to produce replica coins and bullion through minting, electroplating, and even cladding over low value base metal to look like authentic precious metal currencies and investment bullion.
There is a large portion of the small business community that believes their business will not benefit from a professionally designed website or it is not within their budget. These misconceptions are doing harm to your small business. Below is food for thought on why your small business needs a professional website.