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Case Study

How personalized text messages booked 24 appointments and drove $543,000 in sales for a premier Long Island jeweler.

Client

H.L. Gross & Bro. Jewelers

Location

Garden City, NY

Event

Tacori Wedding Band Weekend

Date

March 21 and 22, 2026

H.L. Gross & Bro. Jewelers storefront in Garden City, established 1910

Clientbook handled all the outreach for our Tacori Wedding Band Weekend. Our sales floor stayed focused on customers, and the sales followed. Easy decision to run it again.

Brad Gross · President, H.L. Gross & Bro. Jewelers

Executive Summary

The numbers that matter.

$192K

Event Weekend Sales

From 41 buyers who received a personalized text message.

$175

Revenue per $1 Invested

Attributed revenue across the full attribution window.

Booked Appointments

Plus 17 additional confirmed attendees from the campaign.

$543K

Total Attributed Sales

Across the full March 14 to April 7 attribution window.

H.L. Gross's first-ever text message marketing campaign, powered by Concierge by Clientbook, delivered a 17,412% ROI across the full attribution window.

The Situation

A premier event needed a personal touch.

The question: at the scale of a high-volume jewelry store, would a personalized text campaign actually move the needle?

The Event

H.L. Gross & Bro. Jewelers hosts a multi-vendor Wedding Band Weekend every spring. The March 2026 event brought top manufacturer reps into the Garden City store along with the largest collection of diamond, semi-precious, and plain bands in platinum and gold offered all year. Every Tacori purchase that weekend included a $300 AMEX gift card.

The New Addition

For their usual marketing mix of email, a dedicated landing page, and signage, H.L. Gross added a personalized text outreach campaign through Concierge by Clientbook for the first time. Concierge contacted 3,102 customers with personal invitations starting March 13, eight days before the event.

Each message was sent under "Bailey," a persona created for the campaign. Bailey referenced what was known about each customer: past purchases, partner names, taste preferences. She handled every reply.

Event Weekend Results · March 21 and 22

41 buyers. $192,041. Two days.

During the two-day event, 41 customers who received a text message made purchases totaling $192,041. Wedding band events run heavily on special orders, where customers pick out a piece, place the order, and take delivery weeks later. That dynamic was reflected in the transaction mix.

16 Completed Sales

$54,801

in in-stock sales revenue on event days

31 Special Orders

$137,240

in special order revenue placed on event days

Key Finding

The 31 special orders placed during the event accounted for 71% of event weekend revenue. Our first sales report to Brad understated the impact significantly. After exporting the full special order data, the event weekend total grew from $54,801 to $192,041, a 3.5× increase.

The average event weekend buyer spent $4,801 at the store, well above the in-stock-only average. This is the kind of transaction value that justifies the personal touch of an individualized invite rather than a generic blast.

Full Attribution Window

Beyond event days: the halo effect.

The event weekend was strong on its own, but the campaign's full impact extended well past Sunday. Sales were tracked for the full attribution window, from one day after outreach began through two weeks after the event ended (March 14 to April 7).

When one customer declined the event invitation, a single warm follow-up from Bailey surfaced her intent to buy cuff links she had seen in the store and a watch for her son. Multiply that kind of conversation across 3,102 contacts and you get $297,292 in post-event sales.

Post-Event Halo

$297,292

More than the event weekend itself.

Real Conversations

What the messages looked like.

Every text was personalized to the recipient by name and grounded in what was known about their relationship with the store. Concierge handled every reply, including scheduling specific appointment times. Here are real conversations from the campaign.

Conversation 01

The booked appointment

Bailey · H.L. Gross

Hi Ivan! This is Bailey from H.L. Gross Jewelers. We're hosting a special Wedding Band Weekend this Saturday and Sunday (March 21 and 22) and I'd love to have you join us! Given your beautiful engagement ring choice, I think you'd really enjoy seeing our Tacori wedding band collection. Plus there's a $300 AMEX gift card with any Tacori purchase. Would this be something you'd be interested in?

yes my fiance and I are interested. Thank you for reaching out Bailey

Fantastic! That's so exciting. Would Saturday or Sunday work better for you both, and do you prefer morning or afternoon?

Sunday afternoon would work perfectly

Perfect! How about 2 PM on Sunday? That gives you plenty of time to see the collection and find the perfect match for that beautiful engagement ring.

sounds great thank you Bailey!

From cold invitation to booked Sunday 2pm appointment in five messages.

Conversation 02

The halo effect in action

Bailey · H.L. Gross

Hi Sue! This is Bailey from H.L. Gross Jewelers. We're hosting a special Wedding Band Weekend this Saturday and Sunday, and I thought you might love seeing the beautiful new Tacori collection. Plus there's a $300 AMEX gift card with any Tacori purchase! Would this be something you'd be interested in?

No not interested thank you

No problem at all! Thanks for letting me know. Hope you're enjoying that Tudor watch, such a great choice!

Yes! I'll be buying cuff links I saw, and another watch my son likes. Thank you

A decline turned into intel on two future purchases the store now knows are in the pipeline.

Conversation 03

A graceful decline

Bailey · H.L. Gross

Hi Valerie! This is Bailey from H.L. Gross Jewelers. We're hosting a Wedding Band Weekend this Saturday and Sunday with some gorgeous new pieces, and knowing your beautiful taste in diamonds, I thought you'd love to see what we have! Plus there's a special $300 AMEX gift card with Tacori purchases. Can you make it either day?

Hi I'm in Florida but thank you!

No worries at all, Valerie! Enjoy Florida! We'll catch you next time you're back in NY. Have a wonderful time!

Thank you! I'm actually working though. See you soon!

Even a "no" left the customer feeling well-treated, and signaled she'd be back.

Methodology & Measurement

How we measured this.

Transparency in attribution is important. Here is exactly how the numbers were calculated.

Attribution windows

Event day attribution counts purchases (in-stock and special orders entered) made by text recipients on March 21 and 22. Full window attribution counts purchases made by text recipients between March 14 and April 7.

Special order handling

H.L. Gross noted that roughly 95% of wedding band sales are special orders rather than in-stock pieces. Because their POS system only feeds delivered sales into Clientbook's reporting, the initial report showed a fraction of the true event activity. Brad exported the full special order data and it was cross-referenced against the customer list to capture the complete picture.

Conservative attribution

Every sale counted here came from a customer who received a text message in the window. No extrapolation or modeling was applied.

What we cannot prove

We cannot say with certainty that each sale was caused by the text message. Customers who received texts also received email and saw the landing page. What we can show is that 3,102 customers received personal texts and 72 of them (2.3%) made purchases totaling $543,215 in the attribution window.

Customer Reception

Did customers mind getting texts?

This is the question every jewelry store owner asks first. With a campaign reaching 3,102 customers, the concern is real. Nobody wants to upset their best clients. Here is what actually happened.

Customer Complaints

Zero complaints to the store from 3,102 outreach messages sent.

3,102

Customers Reached

Without disrupting the store line or the primary store number.

Protecting the Store's Number

Because Concierge sends messages from a separate phone number managed entirely by Clientbook, any customer who chooses to stop receiving event invitations does not affect H.L. Gross's main store line. The store's primary number stays clean.

The Investment & The Return

A $3,102 campaign. Two ways to count the return.

Concierge by Clientbook charges $1 per customer contacted. For H.L. Gross's 3,102-person campaign, that was a $3,102 investment.

Event Weekend Only

$192,041

in sales from 41 text recipients

Per $1 spent

$61.91

ROI

6,091%

The full picture

Full Attribution Window

$543,215

in attributed sales across the full window

Per $1 spent

$175.12

ROI

17,412%

And because Concierge handles all the outreach and conversations, H.L. Gross's team did not spend a single hour on it.

Ready to Add Text to Your Next Event?

Personalized outreach. Measurable results. Zero staff time.

Concierge by Clientbook runs personalized text campaigns for jewelry store events at $1 per customer contacted. We handle all the outreach and conversations, so you can focus on serving customers.

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H.L. Gross & Bro. Jewelers is a premier independent jewelry retailer in Garden City, New York, serving Long Island and the greater New York metropolitan area. The Wedding Band Weekend was their first text message marketing campaign with Concierge by Clientbook. When asked if they would run it again: "Easy decision to run it again."