Customer Centric

In a previous article I have shared with you a pretty bad experience which has been similar to many other store visits to purchase a luxury watch.

Amongst several retailers I visited there is only one which performed a very good service experience but without being optimal from a commercial perspective.

What is a professional welcome?
You enter a shop you are welcomed with a smile by a pretty and elegant lady who is asking how she could help you. I am giving my preferences (Chronograph, Blancpain or Breitling) and this time a budget range.
Some of my readers will challenge the pertinence of this choice

She’s mentioning that she will need to order Blancpain watches and that they do not have Breitling brand anymore.
She will inform me, at a later stage, that they do not list anymore Blancpain but that she could order one if I really want a model from this brand.

I am a bit disappointed but she’s framing another proposal by asking simple questions (Type & style of watches I’m looking for). I decide to sit and waiting for Hublot and Omega brands to be presented.

So far…so good!

What is a good advice?
One regular Big Bang (Hublot - steel case and dial in black ceramic) within my budget and one more exclusive, not in my budget, Ice Bang (Hublot - bezel in Tungsten and dial in black ceramic) are moving alternatively on my wrist.
The lady notices that I am a bit surprised by the big size of the Ice bang. She’s mentioning that it is a feature which I will get used to. She’s highlighting that they are good quality watches and very trendy at the moment: “… you would have most probably to wait for 1 year if I will have to order another Ice Bang…”

I am asking a couple of technical questions and I have straight forward answers. The 2 watches are powered by the same movement (from ETA) that Hublot has re-worked.
I appreciate the precision but she could have elaborated a bit on the Ice Bang as it is 50% more expensive than the other Hublot’s model.

We move to the Seamaster Planet Ocean from Omega.
She seems to know in depth this brand. She’s able to give a lot of technical details while describing the main differences for the same model from one collection to the other.

As she sees that I am interested by movements, she pushes 3 main characteristics of the Seamaster:
- Co-Axial movement manufactured by Omega (special escapement improving the accuracy)
- Very precise watch
- Very reliable (service every 10 years)

She gave me the price tag which is below the budget I gave her initially.
I appreciate that she’s taking care of my wallet, but commercially???

She is providing me with additional details on both brands. I am listening as she’s able to build a story in order to help my final decision. She’s pushing more Omega than Hublot, perhaps because she has noticed that I was more interested in the watchmaking details (Omega) than in the Hype benefits from Hublot.
I appreciate that she doesn’t hesitate to give her opinion without being directive. She’s reinforcing her expert image by mentioning that she went to Basleworld (largest watchmaking fair in the world) and that she saw a lot of new  models.

The Reason Over The Fashion…we are in Switzerland!
It is time to make a choice. She is summarizing the Pro’s and Con’s for both brands and concluded that finally Omega offers an excellent value for money and will last for a long period of time.
I am informed that I could get a discount on the most expensive Hublot but that I will have to move fast as it is their last model on stock.

I have before leaving all the details about the 3 watches on a card where she indicated her name. I can call her if I would need further information.

Her nice smile is a good conclusion when I am opening the door.

This experience illustrated a very good customer oriented mindset but could have been improved on the commercial side.

• A very good knowledge of the products and brands
  It was very effectively supported by a good capacity to listen and to understand my needs and preferences. However, she could have pushed for a more expensive Omega’s watch in order to secure a nicer turnover.
• Some simple actions to stay in touch with a potential client
  A good way to get me back or at least to be able to keep the contact with me could have been to ask for my business card and/or to offer  me to be invited in the up-coming event (assuming that they organize special events).

At the end of the day, whatever the brand I could choose (Hublot or Omega), I will go to this store and I have already talked about my good experience with other people.

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