When the world paused, so did business

In early 2020, the world changed in an instant. Storefronts shut down, supply chains halted, and “non-essential” businesses—including many jewellery appraisers—found themselves out of work almost overnight. Appraisal appointments were cancelled. Insurance companies put cases on hold. Estate clients disappeared. For independent professionals in a field that thrives on in-person interaction, COVID-19 wasn’t just a health crisis—it was a business crisis.

The pandemic served as a wake-up call for many appraisers, revealing just how vulnerable small, specialised businesses can be. But it also revealed the resilience and adaptability of professionals in this niche. In this article, we’ll explore how jewellery appraisers can prepare for business crises of all kinds—from global pandemics to personal emergencies. Whether you’re new to the field or decades in, planning for disruption isn’t just smart—it’s essential for long-term survival.

What counts as a business crisis?

A business crisis can take many forms:

• Global events—Pandemics, wars, economic recessions.
• Natural disasters—Fires, floods, earthquakes.
• Technological failures—Cyberattacks, system outages, power failures.
• Legal/regulatory changes—New legislation, liability challenges, insurance claim policy shifts.
• Personal emergencies—Health issues, family crises, burnout, or even death.

For jewellery appraisers—who often operate solo or in small partnerships—even a single emergency can derail operations. That’s why preparation is not optional. Preparation can hold you in good standing for more than one type of emergency, but no plan can lead to financial ruin.

Lessons from the COVID-19 pandemic

COVID-19 was an equal-opportunity disruptor, and that is why it is talked about in this article, but not everyone was affected equally. Jewellery appraisers faced several unique challenges:

• Inability to meet clients in person—With lockdowns in place, mobile and office-based appraisers alike couldn’t inspect jewellery firsthand.
• Supply chain disruptions—Obtaining tools, equipment, and updated price lists became difficult.
• Reduced client demand—With financial markets unstable, many clients delayed insurance appraisals or estate processing.
• Insurance and legal constraints—Some insurers paused new policy applications, and court backlogs delayed estate work.

However, some appraisers found ways to adapt. A few examples include:

• Virtual consultations—Some appraisers offered pre-consultations via video calls, collecting provenance and history ahead of a postponed in-person evaluation.
• Online education—Many invested in continuing education during the downtime to boost credentials and credibility.
• Backup systems—Those with digitized records and cloud storage fared far better than those with paper-based systems.
• Drop off system—Some appraisers, due to how their lab or office was set up, were able to do no-contact drop off of the jewellery.

This was an area where I was able to implement working from a home office. Virtual consultation or even just a phone call. Items dropped off in the enclosed porch, the client knocked on the inside door to let me know it was there or texted me. I retrieved the jewellery and contacted them when it was done for pick up. E-transfer for payment or credit card number was virtually told to me or done on my website.

The takeaway? Those who had some form of crisis plan in place—however informal—weathered the storm more easily.

Step 1: Assess the risks unique to your appraisal business

No two appraisers are alike. Your risk exposure depends on several factors:

• Business model—Are you mobile, home-based, retail-based, or renting a lab?
• Client type—Do you serve mostly private clients, jewellers, insurers, or legal professionals?
• Technology dependence—Are your records digital and cloud-backed, or paper and local?
• Solo vs. team—Do you work alone, or can someone cover for you?

Use a simple risk matrix to identify which threats are most likely and most damaging. Prioritize preparing for those.

This exercise alone can help you take control of the uncertainty.

Step 2: Build operational resilience

Operational resilience means having systems that can keep your business running—or restart it quickly—during disruption. The three items that follow should be part of your policy and procedure manual.

Digitize everything

• Store client records, reports, gemstone certifications, and images in the cloud.
• Use secure file-sharing tools (like Dropbox, Google Drive, or appraisal-specific platforms).
• Adopt software that can be accessed remotely for report writing, invoicing, and communications.

Develop standard operating procedures (SOPs)

• Write out how you handle each type of appraisal (insurance, estate, resale, etc.).
• Document your workflow—from intake to delivery.
• If you were sick tomorrow, could a trusted colleague pick up where you left off?

Create a crisis checklist

Include:

• Emergency contact list
• Access credentials for cloud-based tools
• Insurance policy numbers
• Vendor contacts (gem labs, software providers)
• Template client communications

Step 3: Plan financially for downtime

One of the biggest stressors during COVID-19 was cash flow—or lack of it. Many appraisers didn’t qualify for government support and had limited savings.

What would happen if you or a loved one became ill tomorrow and you needed to stop working for three to four months? Would you survive financially? Would your business?

Establish an emergency fund

Aim for three to six months of business expenses saved separately from personal finances. Include rent, software subscriptions, insurance, utilities, and marketing costs. As independent appraisers, we may need an emergency fund for both our personal expenses and our business expenses should we not be able to run our business.

Diversify revenue streams

Consider offering:

• Online education or webinars (for jewellery owners or junior appraisers)
• Report audits or updates for previous clients
• Consulting for jewellers or retailers
• Valuation for online auction platforms or resellers

Multiple income sources make you less vulnerable to disruption in one area.

Get the right insurance

• Business interruption insurance
• Professional liability (errors and omissions)
• Equipment and home-office coverage
• Cyber liability if you store client data online

Talk to a broker who understands the appraisal profession.

Step 4: Prepare for client communication in a crisis

Clients value transparency—especially during uncertain times.

What to communicate:

• How and when you’re available
• What safety or security measures are in place
• Timeline adjustments for report delivery
• Alternatives (e.g., postponing vs. cancelling)

How to communicate:

• Email list (use tools like Mailchimp or Gmail)
• Social media (especially LinkedIn, Facebook, or Instagram)
• Website updates
• Voicemail and autoresponders

You don’t need all channels, but you do need consistency.

Step 5: Build your network—before you need it

Crisis resilience is not just about systems—it’s about people. The appraisers who fared best during COVID-19 were often those who had support systems in place.

Key relationships to cultivate:

• Peer appraisers: For referrals and cross-coverage
• Jewellers: For collaborative offers or shared space
• Estate lawyers and insurers: For steady referral business
• Mentors and coaches: For guidance and accountability

Join associations (like NAJA, ASA, JVA or CGA) and online communities where ideas and help  can be exchanged freely.

Step 6: Create a continuity plan

This goes beyond having backups. It’s about ensuring your business can function even when you’re unavailable.

Your continuity plan should cover:

• Who can access your files, client list, and tools
• How to notify clients of changes in service
• How to manage existing obligations (deadlines, reports, follow-ups)
• Who steps in (an appraiser colleague, your VA, your spouse?)

Consider drafting a letter of instruction and storing it securely with someone you trust. If something happens to you, this plan protects your reputation and your clients’ trust.

Step 7: Reflect and improve

If you made it through COVID-19, now is the time to review what worked and what didn’t.

Ask yourself:

• Which services held up under stress?
• What did clients ask for that I wasn’t ready to offer?
• Where did my systems fail me?
• Did I feel equipped mentally, emotionally, and professionally?

Every crisis is a test. The lessons you take forward will make you stronger the next time.

Resilience is a professional skill

Being a jewellery appraiser means wearing many hats: gemmologist, writer, analyst, business owner, and often, educator. But to thrive long-term, you also need to be a planner. Resilience isn’t something you build when the storm hits—it’s the quiet work you do behind the scenes when the skies are clear.

COVID-19 won’t be the last disruption we face. Whether it’s economic turmoil, personal health issues, or unexpected shifts in the industry, your ability to continue delivering value will depend on how well you’ve prepared.

So, take a weekend to digitize those files. Call your insurance broker. Reach out to a peer for coffee and a conversation about cross-coverage. You may not be able to control the next crisis—but you can absolutely control how ready you are for it. 

Karen Howard, FCGmA, RMV, IMJVA, CAP (retired) brings over 40 years of retail sales experience and more than 30 years as a gemmologist to her impressive career. She successfully operated her appraisal business, KC Appraisals, from 2002 to 2024. Following her retirement from appraising, Karen founded Jewellery Appraisers Coach, where she passionately assists new appraisers in bridging the training gap necessary for establishing a thriving appraisal business. Based in Guelph, Ont., she continues to offer both online and in-person gemmology classes, ensuring that industry professionals and their clients communicate effectively in the language of gems. For more information, visit https://www.jewelleryappraiserscoach.com and https://www.the-language-of-gems.com.