Latest / A Lifetime to Learn / Love, Loss and Legacy in a Third-Generation Jewelry Business with Brittany Adair
Transcript
- Brittany Adair (00:00.128) And through the business school, learning about taking risk, financial risk when you're starting a business, can be very scary, obviously. But my dad and I sat down with a plan and our industry obviously you have to have a lot of upfront money to buy the inventory. So you're always taking that risk of I'm gonna go buy this jewelry. Are my customers gonna like this? Do I know what they want? Is my customer changing? All those things. But with that we invested, we got lucky, we invested in the right product and then we got the right employees. So once we had those two kinds of things in place, you almost can't fail. If your customer's happy and your employees are happy, we were willing to take the financial risk of going ahead and kind of being an all in, it is a big risk, but it was our dream and we just went for it. This is a space where presence meets purpose, where we explore the moments that shape us. From entrepreneurs and change makers to women in leadership. It's about learning out loud, together, with honesty and humor. Where luminaries with real stories remind us how to live by our own rules. Because progress doesn't come from having all the answers, it comes from staying open. And we've got a lifetime to learn. I'm your host, Leslie Zanoff. Let's get started. Today's guest is someone that I've known for years. And honestly, her laugh alone is enough to make your day better. Brittany Adair is co-owner and the creative heartbeat of Romance Diamond Company, a family business that's been shaping how Arkansas celebrates its biggest moments for more than 80 years. She brings over three decades of fine jewelry experience to every client who sits across from her. But her real gift isn't just the jewelry. Leslie Zanoff (01:59.518) It's the listening. For her, every piece is tied to who you love, what you've lived, and the moments worth holding on to. Outside the showroom, she's deeply invested in the Northwest Arkansas community, supporting local nonprofits and women-owned businesses. When she steps away, you'll usually find her outside chasing a good moonrise. I'm so glad to have her here today. Brittany, welcome to A Lifetime to Learn. Thank you so much, Leslie. That was such a nice introduction. I'm so excited about this, a little nervous, but very thrilled to be here with you this morning and a beautiful day too. No, it's gonna be great. I'm so happy that you're here. And you know what, speaking of being happy and on you're getting to spend your days around diamonds and jewelry all the time. That that has to be so fun. Will you just tell me the most fun part of running this business? Gosh, there's so many wonderful parts of the jewelry industry and the jewelry business, but it's definitely my clients. Getting to be part of this most important occasion in their life. Usually the getting, you know, getting married and finding your love and getting to be part of that is just, it's so thrilling. And then, now being in the industry for almost thirty years, it's really fun. To see them have families and have children and mark all the special occasions. And that has just really I'm so lucky to get to to to be around my clients. And I would say the other thing is just I have a business background, went to the University of Arkansas, graduated in ninety six with an entrepreneurship degree. And when I went to college, I didn't quite know that I wanted to be in the jewelry business. Brittany Adair (03:48.952) But I did follow in my family's footsteps. But I got to see all different parts of business with accounting, with finance, with marketing, sales, advertising, everything. And I love to get to wear the different hats of the small business. And when you get to use your creative hat, you know, a little differently than when you get to use your accounting hat and shape your business through the the University of Arkansas help guide through the the small business program was is really rewarding and fun. Okay. I didn't know that. But I'm like, that's helpful. A business degree would have been helpful for me. Just, you know, my background is in journalism and I know what I know about the skill set for that. But adding in the business side of it, that's a whole nother so that's important. That's good. Yeah, it was really fun to be at the University of Arkansas and then to s to ra to have our business right here in downtown Fayetteville has been a joy to watch all the kids going go to college every every fall and all the new ones coming in and now we've got our friends' kids coming up and it's just it's a great it's a great town and it's a great place to to have a business like ours. It's so fun. Yes. Family has been in the jewelry business for more than eighty years. I did not realize that until I looked on the website. I knew that you had been in business for a long time, but more than eighty years. And you're a third generation store, right? Brittany Adair (05:26.092) Well, I'm the third generation and my grandfather started a store in Newport, Arkansas in nineteen forty four. And he also was in the wholesale business and carried a line to Oklahoma, to Texas, to Arkans you know, all throughout Arkansas. So he w his reach was far. And then as my dad came of age, he of course worked in my grandfather's store in Newport. And then when he finished his college at the University of Arkansas, he went to work for one of the largest jewelry manufacturers in the country called Town and Country. They're in Boston, Massachusetts. And so he had that career for about thirty years and opened selling jewelry to Walmart. And that's kind of what brought us from central Arkansas up to northwest Arkansas in the late nineties when I graduated. He started and founded Romance Diamond Company. And my grandfather's store was still going all the way until about two thousand and four, I believe, when we closed his store. So we've and I have an uncle also in the industry. He worked for a manufacturer forever. And we got I got to go work for him for a while and see the other side of the business. And then come back and I became partners with my dad in two thousand and three. And that's when we moved to Dixon Street. And you know the world was coming out of nine eleven and things were always forever changing and retail Landscape is you never know what's gonna happen tomorrow. Yes, that's right. That's a full circle though, getting to go work with your uncle and y seeing your grandfather, like it's not just in the store. You've seen all facets. Brittany Adair (07:08.832) Yes, yes. And it's been it's it's really important to get to to see that 'cause I learned so much when I was younger of of all the things not to do. You know, when you're doing with somebody else's money and you know, in a in a corporate environment, you got to really stretch and and learn a a lot of new ways of doing things and bring it back and implement it there. Speaking of your family and running Romance Diamond Company with your dad, Patric, how has your role kind of evolved as you've taken on more and maybe he stepped back a little bit? Well, I would say that we we still run the business day to day with each other. We communicate every day. We you know, if there's a if there's a big problem, you know, we solve it together. he has always been the visionary of the business and has always looked towards the future and always comes up with innovative ideas and with this ever evolving industry. And I kind of became, you know, found out where where can my strengths be. And my strengths kind of became more of operations and accounting and making sure that we can have enough money to to To create the vision that he would see. I love you know, we've we've we've we've lost some of those, you know, things that didn't really work out the way that we thought that they would. And then we come back together and and regroup and it's it's been really fun to get to balance each other. Okay. A lot. And we still we still do. But now he is getting to spend more time s on the lake and Brittany Adair (08:57.62) not having to come to work every day and we have a great team in place that has allowed us both to have family time away from the business together because when you own a business with your family sometimes you have to either all be at work, you know, it's hard to to leave. And we've had some employees that have been there for over twenty years and know how to how to handle all the the things that kinda come up. So it's great to have moving forward. my staff that is incredible in helping us reach the next twenty years. Yeah. my gosh, well I didn't realize that. That's great. But that makes sense. I mean when I've been in the store, yes, there's always a familiar face. So that's great. Do you think is there a piece of advice that maybe your dad gave you early on that still shapes how you run things today? Sure. Good goodness gracious. He has given me so much advice. I could write a book. We always we always tease about writing a book. you should do that. All of his we call him Patric- isms. There's so many, but I guess the the one I would probably always comes to my mind is always be learning. And he is a sticker to that as as he does the same. And he's like, you will If you listen, you'll learn so much to from your clients, from mentors in our business, from our our vendors that are so smart and have their pulse on everything in the industry. So really we're we're all always be learning. You you never know at all and you try your hardest, but if you're listening, you'll you'll learn something every day. And so we always have to be learning. Brittany Adair (10:48.414) And another thing that I kind of remember him saying, we had this little watch bench where you change a watch battery or whatever. And he would always read the paper and he cut out this headline and the article was about Don Tyson and the art and it was a quote from Don Tyson and it said, If it isn't working, stop it. And try something different. So I always kind of thought that that was you know, well sure, you would know. Okay. Brittany Adair (11:17.72) to stop it. But really in a business that's fast paced and moving, if something isn't working, you don't have a new system that comes into place immediately. You would have to create that, right? So then but it was like just stop. Stop what you're doing if it's not working and try something different. Now that you might have to keep trying. But so that was always really important to have kind of on the forefront of our business daily because we we could lose so much money not knowing what we were doing or whatever, you know. So it was it was it was a it was a great little tidbit there always. That's funny. And he cut it out. But that you know, that is sage advice because sometimes, I mean, how many times have you heard someone say, Well, that's how we've always done it? And so you don't wanna stop what you're doing because you don't know differently or you don't want to change or try something new. So I love that. Of course I love that because the name of this podcast is a lifetime to learn. So I think you should always be learning. So true. okay. Brittany, you have this instinct for design, but also when I talked to your friend Brittany Phillips and she mentioned, which I agree, you have a big gift for listening to what people actually need. Where where do you think that comes from? Brittany Adair (12:39.884) Well, I would say, I'm a people pleaser. I'm the oldest of three. And so growing up in this industry has taught me that you really only get one shot with a client that walks in the door. And if you don't get it right, you're not gonna succeed. So you have to really pay be paying attention and listening to what they're telling you with their body, with their words. And a lot of times they don't really know how to convey their feelings about the jewelry or they're what they're wanting this piece to once we create it, like what what it is supposed to look like without using the terminology in our industry or whatever. So I just kinda learned that we have to really listen to our clients on a lot of levels. And Sometimes we might miss the mark, but we just keep trying and you have to that's just kinda I like, I've gotta learn how to listen. Well and for a lot of people, I mean, it can be intimidating to walk into a jewelry store if that's not s if you're not a regular client, right? I'm the sure the weddings, the special occasions. So yeah, it can feel intimidating. So you're right. It is. And we try to have that as they call it like your your threshold. We don't want people to be nervous when they come in, but you you tend to just kinda have that that feeling sometimes and you're usually talking about something very emotional. Yeah. it's a a gift for your loved one. So but it's usually really f most people are usually very, very excited, you know, to to get the opportunity to be buying something for their loved one. I know that we all know what it is like to Brittany Adair (14:21.292) To to work hard and to spend your money on somebody that you love is is a very rewarding thing. Yeah. And for those special occasions, like you're saying, yes, to get to see that and and not everybody can verbalize exactly what they're they're like wanting or especially if you're designing pieces. I didn't think about that yeah part of it. And you have to make that connection with them pretty quick. So you want them to trust you because in the jewelry business you've definitely trust is the number one. thing to a to a client. So we want that trust factor there and listening kinda helps get you there too. If you're not I'm not just trying to sell you a piece of jewelry. I'm listening to what you want and trying to to meet your needs. Yeah. Okay. And I want to go back to something because you mentioned, okay, you're the great person to run the business operations. And I remember years ago, I don't know if you remember this, but you once told me don't be afraid to take financial risks. When I was starting the magazine and and running that business, and that's advice that I still think about. I don't know if you remember that one. Leslie Zanoff (15:30.85) You know, will you just talk about that mindset in in business when the outlook, what's helped you with that? With that? Sure. Well thanks for the question. I do kind of remember that. What year was that that you my gosh. I mean I was still probably in my late twenties. So this was probably almost twenty years ago. And you were just like, don't be afraid when we were talking about business business advice and you were like, don't be afraid to take financial risks. Well, I am a risk taker in life. I'm a poker player. Yes. Yeah, I know I and through the business school learning about taking risk, financial risk when you're starting a business, can be very scary, obviously. But my dad and I sat down with a plan and our industry obviously you have to have a lot of Upfront money to buy the inventory. So you're always taking that risk of buying, I'm gonna go buy this toy. Is are my customers gonna like this? Do I know what they want? Is my customer changing all those things? But with with that, you we we invested, we got lucky, we invested in the right product and then we got the right employees. So once we had those two kind of things in place. Brittany Adair (16:52.492) You almost can't fail. If your customer's happy and your employees are happy, we were we were willing to take the financial risk of going ahead and kind of being an all in all all in, so to speak, you know, where where you have all your money on the table. it is it is a big risk, but you it was our dream and we just went for it. I love it. Did you know that you were you know, when you were going to college and even maybe e before college, did you know, okay, I think I'm gonna go into the family business or did that kinda come later? No, it came a little later because we actually hadn't started Romance Diamond Company at the time. Okay, right. my my dad was was telling me you need to go get a a job, I mean a degree in small business management. I knew I kind of wanted to do something on my own or have that creative side. I if you're in that college you have to write your business plan at the end of the year. And my business plan was I was gonna live in Colorado and I was gonna have this business where I could take people on like rafting or hiking or all the outdoor stuff 'cause I love to be outdoors. And then I wanted a retail side of the business to sell all the, you know, fun equipment, camping equipment, all that stuff to go along with it. And then I graduated and we moved to Miami, Florida and then went to Brittany Adair (18:19.244) Dallas and I ended up working in the industry with my uncle. And so when I came back in and two, my dad had had already started Romance and it was kind of an upstairs operation. And we just he said, Well, I really would love to have you join me and let's really go after a retail store. And so with the knowledge of my grandfather's store and the history of connections that he had, along with all the connections that Patric had had, we were able to to start it and really springboard off into a luxury designer jewelry store. Like we wanted to carry brands from all over that weren't here. And it was very exciting in that time. I don't even know if anybody could possibly remember what 2003 was like in Fayetteville, Arkansas, but it was totally different than what it is today. Yeah, there was, you know, way less students, way less traffic, a different way of marketing, all the things, but I think I'm going further off the question back So we just kind of really went after something a little new and a little different and nothing was being done like that in Fayetteville at the time. And but I'm what I'm hearing you say is you've always, it sounds like had an entrepreneurial spirit about you. You you were gonna start your own business for Regardless. Regardless, yes, we were gonna do something. My dad's the same way. of course he worked in corporate America for over thirty years and this was a great creative outlet for him as well. And he is truly an entrepreneur. He's always got he's got lots of other little things always going on that have have been really fun to watch his creative outlet flow. All in jewelry, but just different ways of doing it than like the mainstream way. So Leslie Zanoff (20:18.958) Okay, but you you have too because I feel like you that brings me to my next question. You're so intentional about supporting local nonprofits, makers and women owned businesses. In fact, I mean you've been so generous to host me at your store for events, leading meditation and speaking to women, which I love. But why where do you think that comes from, or just why do you think it's important to invest in in women owned businesses? That's something that you prioritize, I feel like, working with with others. For sure. Well, I would say that I've ha I've been fortunate to have a lot of women mentors along the way as well. We've I've gotten to meet some remarkable ladies throughout our industry and also in our community. Our community is so we're so blessed with so many brilliant women and it has been a true honor to get to know some of them and then I always want to try to be able to mentor to other women. So that I it's always just kind of been something near and dear to my heart. and you know, we always need a little bit more help. It's something you're really good at. You are you are a good mentor. So Brittany Adair (21:43.07) well thank you. That's so sweet. I had a client once that came in and was telling me that she wanted to get into the film industry. And everybody had told her that she was too old and that she needed to find a different path. And I I guess I said something to her, Well, you need to or you should go out and just be i go get in it. Go find that and find out where they are, those people are, go hang out there and you will get into it. You will do it 'cause you're this was a remarkable woman and she just needed some confidence I guess at the time. But I said, Go find out where they are and go go get in it and then she came back so I didn't remember all that part. So when she comes she came back in one day and told me that, you know, you were the only person that told me to go after my dream. And I did. And you told me, you know, go after the industry. And she was like, and I have I have to tell you that I've been in like three or four films and I've got a job working on set. And it was just it was so it was so great to hear somebody tell me that I had said something to them that impacted their life in a positive way. So I don't think that there's anything better than that. I know. Yeah, if you really can impact somebody's life just with words and encouragement. I have had many people do that for me along the way. So I think that's probably why I I tend to love to mentor or help women. I love that. That's great. Yes, I'm like you are such an encourager. Like I said. Okay, so we've kind of talked about this, but jewelry is really tied to the some of the biggest moments in people's lives. Is there a client story or two that stuck with you? Brittany Adair (23:36.39) sure. Okay, so this one's probably my favorite through all these years and it didn't happen all that long ago. When my sister was diagnosed with cancer, she was very intentional throughout her last years on Earth. And one of the things that she wanted to do was create the sisterhood ring. And she gave I think it's twelve of us all this sapphire. rainbow ring and it is I have it on now. And she she called it the sisterhood ring because she wanted us to all remember that we had this bond and that we would all stay in each other's lives and help guide her children. Leslie Zanoff (24:26.636) No, and I I mean that that how could it be? I don't I can't think of a more special story than that. Yeah, yeah. So it was it was really cool and we had this really great celebration of these rings that she passed out to us in our Rogers location. We all were up there and we all had on the beautiful different colors of the rainbow and it was it was really awesome. But from kind of from that, we when she was getting sick, we also sat down and listed all of her jewelry and where it came from and what it meant to her. And we took pictures of everything and then we wrapped everything and set it aside for different occasions for her children and Brittany Adair (25:14.86) That was really interesting because we had obviously with my grandparents, we had lots of pieces from a long time ago that we couldn't remember and brought family members in to kind of identify what was what. And from that I kind of channeled my energy back into the business and we came up with a new brand called Eterna. And what we do with Eterna is all of that. basically we document your jewelry, we we take pictures of it, we give you appraisals, we give you all the information that you need to to have it to go into the future. That if you you know, I think I think it's so important, you know, jewelry, when when you're buying a piece of jewelry that you are buying quality and that you're you're buying obviously you're buying something with meaning. But we forget to write things down, I think, and we don't really document it and time goes by. I think we've all noticed, you know, how fast it moves, and we forget. And so we have tried through Eterna to bring all of your jewelry together and make it one portfolio, so to speak. And then you would have a listing of everything. And then we keep that on file for you in case it ever needed to be distributed or whatever. So that was kind of a a another thing that kind of came out of Yeah. That's a beautiful idea and I didn't realize that that you guys were doing that. Because yes, w how many times do people have pieces that are passed down and you may not really know the full story behind it or who it even maybe came from or why or how it got to you, but that I love that. That's a beautiful story. My gosh. I didn't realize that. Well but l and let's can we just talk about your sister for a minute? Sure. Leslie? and Leslie. Leslie Zanoff (27:14.166) I know that you lost her last year to to colon cancer. And I I mean I don't want to ha have to relive those hard parts, but I wanna know what maybe grief has has taught you 'cause you about saying goodbye or peace. I don't know. Just talk about it. Well, I I would say that I really didn't know grief until her diagnosis. And when that happened in 2020, she was given six months to live. So we really grieved the thought or knowing that we were gonna lose her, and we just we didn't know how much time we were we we were fortunate to get five years. And she was intentional every day. But we you know, you're really grieving the loss of somebody and it's to come. And so it was just it was so tough. It was just like every day you might have a good day and you might have a bad day, but at the end you still know that it's not gonna be the outcome that you want. So the things that I found peace in was like the mornings and the breeze and the moonrise and all the things that she loved too and she She would always talk about butterflies come you know, coming back and she would be a butterfly. And I mean, I can't tell you how many times we've seen butterflies all around us. Yes, and I love that you share those signs because I truly believe one of my favorite about signs. And so I love that you always share that of like, look, I'm there's a butterfly today and it's a sign from my sister. Yes. And I love that. Okay, well speaking of family and advice, you and your husband are kind of empty nesters now. Yes. Shifting gears. Your kids are are Brittany Adair (28:46.422) Listen, you gave me the work. Brittany Adair (28:54.626) Yeah, Yes. Two. I do too. Leslie Zanoff (29:11.416) grown ish working and your youngest is still finishing college, right? How how has this season kind of changed you or your life? Yeah. Brittany Adair (29:21.75) It's been s very enjoyable. you know, everything kinda has calmed down and I feel like things are getting a little bit more settled. We have more time together. Obviously he retired a few years back as well and was so wonderful getting through our last challenges of losing my sister and you know, and keeping a business going during all that is not easy, especially with you know, your family. So we're my dad and I were not there for a while. But now so now everything we're we're focused on traveling, new experiences, seeing the world, learning. We love our less busy evenings when you're not chasing, you know, kids and having to get the dinner on the table at a certain hour. So we're we're really kind of enjoying that not working as hard as we have for the last thirty years. We're celebrating our thirtieth wedding anniversary. wow in August. So we're we're thrilled to get to work on the next thirty years and what it will bring. And I think our creative juices are flowing and we've we've got some some fun things that that we're gonna come up with, I think, pretty soon. And so I would say it's it's it's a new season of life and it is maybe gonna be one of the best parts. Love it. Yeah. So it's it's a great I think it's a great time. I mean getting older is is is hard, but it's it's also we've put the work hard work in and now I think we're gonna get to see, you know, some some really fun days ahead. And you are such a g you love to travel. And so I have reached out to you several times. Like, have you been to this place, XYZ, whatever? And you always have good, you know, things to say about where we should go or what we should do. So which also and it's kinda funny since I have learned this about you when you said about Brittany Adair (31:15.15) Thanks. Leslie Zanoff (31:22.176) wanting to be in Colorado and start a business because I know you love to be outside. That's makes sense to me. That I know you love to be outside and chasing moonrises. That is so great. Making memories with the people you love. So this kinda comes together with my next question of what's a really good day off of work. for you. goodness. well I love to go for a walk. Well first I like to drink my coffee around eight, not not any time before that. Not a true morning person. But love to just have a nice cup of coffee like on the porch or doing wordle or whatever. But then going for a nice walk and then getting to play some tennis is always fun outside if you can. of course this heat's a little crazy but and then coming home and having a glass of wine on the deck. Or being around water. Any time I can get to a lake or the ocean or even just the river. You know, we love to to be to be around water. So that that would be the perfect day. Right, I want to know, do you have a philosophy or any wisdom, anything you'd want people to know when it comes to buying jewelry? Well I I would say that it, you know, it is marking somebody's special occasion and you want to have quality and you want to know what you're buying. because a lot of times things can maybe not be what they are. So you always want to have a trusted jeweler in that. And and then going back to the Eterna, really documenting what you have and keeping a record of of what it is. Brittany Adair (33:09.61) is is so important because in this changing environment there's lab created diamonds now, there's all kinds of different things that are synthetic that you may or may not know about. And if you have the documentation to prove what it is, it always helps. So having an accredited jeweler to give you that paperwork is is probably the most important thing. Sure. Well, and then I just had this thought too when you were talking about Eterna again that and you mentioned and I I kinda skipped over it, but that you went back and wrapped pieces of jewelry sp to save special for Leslie. For their birthdays. Yes. All into the future. They all have something until they're like twenty one. And then maybe I think even a couple at thirty. So yes, and you know, that couldn't have been done without her and it couldn't have been done it was it was a big project. So I know we all as we get older we all start to think about our legacy and what we want to leave behind and jewelry is definitely one of those things that is probably the most I love that. Brittany Adair (34:14.09) expensive thing that you own outside of your home or your cars, but knowing what it is and letting your loved ones know what it is as well. We would love to help in that. In that capacity any time. Okay, Brittany, so because this show is called A Lifetime to Learn, I like to ask everyone if there's still a lesson that you're still learning or one that's taken you a long time. A lifetime to learn. A lifetime to learn? Yes. Well, I would I would probably want to say Brittany Adair (34:54.104) To lean into our elders. I have, you know, not always listened to maybe my parents or to those that have come before me and telling me life lessons that I should be paying attention to or business lessons that I should be paying attention to. So I would say that that is so important because they've already all done it and they're willing to tell you if you just listen. So I'm still working on taking the knowledge from our elders and making it part of my day to day life and you know, it's just becomes a little bit more touching and they ha and they to know that they would take the time to teach and and being able to implement it in a way that is is positive and but it's hard. It's hard to to take the time to do it and find the right people in in life. So go go find and and listen. Listen to their wisdom. I like it. So great. Well I love it. Thank you so much for being here today, Brittany. And once again, people can find you at Romance Diamond Company in Fayetteville and Rogers. So thanks for being here. Brittany Adair (36:18.818) Thank you so much. Thanks for being here on A Lifetime to Learn. If today's episode inspired you or sparked a new thought, please share it with someone who might need it too. And if you haven't yet, be sure to subscribe to get notifications when we launch new episodes. I've got conversations with extraordinary people lined up, and I can't wait for you to listen. For more information on how to work with me, visit LeslieZanoff.com. It's where I share resources to help you lead with presence and live. with intention. Because remember, we're not here to have it all figured out. We're here to keep showing up with open hearts and open minds because we've got a lifetime to learn. Until next time, friends, be well.