Under the counter: Samantha Hansard

“We’ve spent ages getting the brand offering right, the new Canary Wharf store is lovely, and the blend of jewellery designers we represent is perfect for the range of different customers who shop with us,” says Hansard. “And our customer service has to match up to all that.”

Instead of pushing any particular products or lines, Hansard advises her staff to fully understand and sell what customers want. “We encourage our staff to understand the reasons behind a purchase and to build a relationship with the customer,” she says.

“It’s about listening to our customers, understanding all about the brands we sell and what makes each one special, and helping our customers to really enjoy picking out the perfect piece of jewellery or watch for them.

“Great after-sales service for repairs, refurbishments, advice and valuations is just as important.”

And the retailer’s customer service doesn’t stop there. In the coming months Charles Fish will be hosting exclusive events at its Canary Wharf store, where private and corporate customers will have the opportunity to meet some of the designers behind the jewellery brands that the store stocks. The events will include things such as a talk with the designer, personal style advice, and limited edition pieces - all accompanied by champagne and making for “a wonderful, relaxed evening all round,” says Hansard.

Summer brings even more exciting new things for Charles Fish, with a large Sale in the Harlow store before its scheduled refitting in the autumn, and the addition of Tomasz Donocik’s jewellery to the Canary Wharf store. “We are always bringing new designers on board,” says Hansard. Early next year, large plans for the Chelmsford store will be revealed. Charles Fish is always finding new ways of catering to what customers want.

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