For anyone who loves glitter and sparkle, visiting Simply Majestic in Mystic is beyond exciting. Their array of beautiful jewelry is impressive, but what really shines is the personal relationship between the customer and the owners, Susette Tibus and Chuck Sneddon. They both make every effort to learn what their customers want and why, and set out to fulfill those needs.
"We don't call it customer service until we've exceeded the customer's expectations," says Chuck. What does that mean? It could involve a free watch battery. Or removing an ill-fitting ring off a finger at no charge. Or sending a congratulatory note to a customer whose son has won an award in high school. The couple's interactions with their clients most often mirror that of a relationship between friends.
That exceptional service also translates into some of the most beautiful, meaningful jewelry designs imaginable. Susette remembers one diamond bracelet that was literally designed on a paper napkin. A customer started the drawing — something he'd envisioned in his head — and Chuck helped him finish out the details.
Chuck shakes his head. "Custom-design is a buzzword that doesn't really say anything. I like to think of it as 'customer design,' catering to our clients in a one-on-one personal way. We are going to provide you with what you need, rather than just sell you something we have in the case."
Simply Majestic makes classically inspired, unique fine jewelry, but has established a reputation for pieces that resonate with personal significance. Think of a sterling silver charm with the infant footprints of a grandchild engraved on it. Or a woman bringing in her late husband's wedding band, to be reshaped into a heart pendant. And more than once, Chuck has carefully transformed a family heirloom engagement ring into something fit for a modern young man's proposal.
This is the personal mission that inspires Simply Majestic.
"Trust is so important," says Susette. "Majestic isn't a generational business, taken over from family. This is a tried-and-true startup. Chuck and I put our whole life into this, and it works." Their commitment to the customer has proven to be the cement that keeps the business solid. "We are also deeply immersed in our community. We were brought up to believe that the way to make the world better is to help your neighbor," she adds.
Asked about an all-time favorite piece he designed, Chuck nods. "One where someone thinks it couldn't be done — that would be my most rewarding.
"A young man came into the store with his parents and three family rings. He wanted to make an engagement ring for his girlfriend, but didn't know which of the pieces to use." Chuck grins. "That doesn't sound so hard, right?
"The young man came in around 5 p.m. on a Wednesday and, after the choices were made, he informed me that he wanted to give it to his girl on Saturday. Okay, a little tight, but doable.
Then he said they were flying to Canada on Friday, leaving at 5 a.m. that morning. So, the ring needed to be done by Thursday." Chuck looks pleased with himself. "The customer had the ring by 3 o'clock on Thursday."
Now that's service.
"When we do a good job of answering the customer's needs and providing them with goods or service," says Chuck, "Then that jewelry becomes an heirloom."
And while jewelry designed on napkins works just fine, Chuck also uses a CAD program where the client can see the piece in three dimensions, see how it looks on a hand, and offer their own suggestions as he makes adjustments to the design on the screen. The process is a true collaboration. Only 10 years ago, Chuck would have carved the design in wax, then casted it. This 21st century technology enables him to make one-of-a-kind rings which are competitive with similar mass-produced rings.
Simply Majestic's business is not wholly about custom design. The cases are filled with beautiful jewelry, including designer brands. But Majestic is more than just jewelry—Majestic is product knowledge, product warranty, service over and above, and everything personally backed by Chuck and Susette. Twenty-five years in Mystic proves that.
Simply Majestic is located at 59 Williams Ave., Mystic, CT, 06355. Learn more at simplymajestic.com or call 860-572-8074.