%201.png){kind=avatar}
At Mauzie’s Fine Jewelry in Centennial, Colorado, relationships are everything. Known for its warm customer experience and dedicated team, Mauzie’s has found a way to balance old-school charm with modern communication tools. We sat down with owner Mauzie Mays to talk about how her team connects with customers, the tools that help make it happen, and how Clientbook has become essential to their day-to-day operations.
An interview with Mauzie Mays, owner of Mauzie’s Fine Jewelry
What’s the most effective way you’ve found to reach your customers?
“When it comes to communicating directly with our customers, we have found that Clientbook is the most effective way. Before Clientbook, we relied on email, phone calls, and voicemails for communication. We found that people rarely answer phone calls from unknown numbers, emails frequently get lost in spam/junk folders, and voicemails are rarely responded to.”
“The integration of Clientbook optimized our time with automated texts, easy-to-use templates, and the freedom of receiving text messages outside of work for time-sensitive matters. Now we are able to check in with customers frequently, send urgent messages in a timely manner, and our response rate has heavily improved.”
How do you personalize messages to make them feel more meaningful?
“As consumers ourselves, we understand the importance of building strong and effective relationships with customers. Most of what sets Mauzie’s Fine Jewelry apart from other jewelry stores is the relationship we build with our valued customers. The charm of Mauzie’s is found in her staff. We utilize template texts in Clientbook, however, we diligently make sure that none of our messages feel generic, or like a text blast to many customers. We add a personalized touch to each message we send so the customer understands their value to our company.”
Have you tried any new communication channels recently, and how did they work?
“Recently we decided to send out a survey to our customer base to gauge their preferences in jewelry, but also in communication. That was the first time we have reached out to our whole client base in hopes for feedback and suggestions. The response rate was greater than we expected and the results of the survey were highly informative. We will definitely be using surveys as a form of communication again in the future.”
What concerns do you have about over-communicating with your customers?
“Each and every employee at Mauzie’s is also a consumer, so we keep that in mind when communicating with our customer base. Over-communication is definitely a concern for us as we find ourselves to prefer companies who lay low on the marketing emails. We never want our customers to feel that we over-communicate, or that we bombard their inbox (whether text or email).”
How do you balance modern marketing methods with traditional approaches?
“When we surveyed our customers, we received an overwhelming amount of customers who prefer in-person communication when they visit our store. We’ve balanced this by keeping up-to-date promotional signage in store, as well as having in-store conversations with those who visit. We also are sure to post on Facebook, as well as Instagram, to keep our more ‘tech savvy’ customers informed as well.”
How do you communicate with customers who prefer not to use email or text?
“We understand that texting is not always the most effective means of communication with all customers. We make this decision easy by asking each and every customer how they prefer to be contacted. We’ve kept texting, calling, and emailing as an option, although we’ve integrated Clientbook into our daily routine. Clientbook makes emailing customers just as simple as texting. For the customers who opt out of text/email we continue to use calling and voicemails as our means of communication.”
What kinds of messages seem to resonate best with your customer base?
“The messages that resonate best with our customer base are those that are personalized. Each day, Clientbook sends automated birthday and anniversary coupon texts to our clients who have a celebration. We find that these automated text messages are rarely met with a response, however when we change up the wording of the text template, add a little anecdote about the customer’s last visit, or personalize the message in any way, the customer is more likely to respond or visit the store.
“The same observation could be made about our automated message that we send once a customer’s jewelry repair or cleaning is finished. We’ve found that adding a comment such as ‘your stunning necklace’ or ‘gorgeous heirloom piece’ can make all the difference in customer communication.”
How do you decide which customers to target for specific campaigns?
“We tend to keep in mind all customers when creating our marketing campaigns. When a customer visits Mauzie’s for the first time, we are sure to ask if they’d like to get on our emailing list. We like to give the customer the option so that we know how to communicate with them in the future. Now that our business is growing and we’ve found ourselves with a few different niches, targeting specific groups of our customers for specific marketing advances is on our radar.”
Conclusion
Mauzie’s Fine Jewelry proves that effective client communication doesn’t have to feel impersonal—and that technology, when used thoughtfully, can actually make relationships stronger. By combining intentional in-store conversations with personalized digital outreach through Clientbook, Mauzie and her team have created a seamless experience their customers appreciate and respond to.
For other jewelers looking to simplify outreach, build stronger client relationships, and streamline their communication, Mauzie’s approach offers a clear path forward. With Clientbook, meaningful connection isn’t just possible—it’s scalable. Let us show you how.
.jpg)
