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Melissa Varon Weinberg
Third generation at Morgan’s Jewelers
For us, there was absolutely value in offering on-site watch repair for many years, and it served our clients well. However, as our business evolved, we made the decision to move away from on-site watch repair because there was a much stronger need to expand our jewelry service area. That expansion better supported the overall needs of our store and clientele. That said, watch service remains important to us, so rather than eliminating it, we transitioned to a model that lets us continue offering servicing through trusted service centers while still managing the entire process for our clients. Watch repairs and servicing are not a major percentage of our store revenue compared to our fine-jewelry and watch sales. For us, it functions more as an important client service and relationship offering than a primary revenue driver. We estimate it around 3.1% of our overall business.
Craig Rottenberg
President, Long’s Jewelers
Absolutely! Not only is it a healthy and profitable service category, but it also drives ongoing foot traffic into the store while helping to build trust within the community. That trust creates a halo effect, strengthening our reputation as a luxury watch retailer as a whole, while also deepening customer relationships. While it represents a relatively small percentage of our overall revenue, we complete a significant number of watch repairs each year, which gives us the opportunity to build relationships with thousands of customers. When clients come in for repairs and experience a high level of care and trust, they often return to us for other needs down the road, whether that’s appraisals, additional service work, or future purchases. Many of our clients also appreciate knowing that their watch is staying local rather than being sent overseas or to another state. Offering watch service also helps us strengthen our relationships with the brands we represent. It allows us to be more integrated partners – not only selling their products, but also supporting their service network when appropriate.
Veronica Guarino
Vice president, Louis Anthony Jewelers
Having a certified Rolex watchmaker in-store significantly increases our credibility and the level of trust and respect customers have in us. It also allows us to provide estimates quickly and offer faster turnaround times, which greatly enhances the customer experience. We prefer not to share specific revenue percentages; however, repairs play an important role in supporting long-term client relationships and overall business health. In addition to our in-house Rolex service, we also work with Tudor, TAG [Heuer], and Baume & Mercier, and use an outside repair center for older non-branded timepieces. Any service we can provide helps solidify our relationships and reinforces our commitment to our clients.
Connie Swierkowski
Service manager, William Barthman Jeweler
We have an amazing watchmaker, and we do many different repairs as far as watches go. Yes, we get a lot of people who have vintage watches; it was left to them in the family, and they want to restore it. We change batteries. We refinish watches. Let’s say you have a watch that has scratches. We refinish the band, we do crystals, we do gaskets, we do a lot. It all depends on what the watch needs. I would say we do it to service the customer; they come here, and they are looking to have the batteries changed in their watches, so we do that. Somebody breaks a crystal, they want it replaced, we do that. We do it [both as a service to the customer and as a source of revenue], I would say. But mainly for the customer.
Robert Weintraub
Manager, Manfredi Jewels
It is absolutely worth it offering watch repairs in-store. We have two watchmakers on staff, along with a repair facilitator, all of whom work directly with clients to clearly explain the repair process and set expectations. While repairs represent a relatively small percentage of our overall revenue – and not something we specifically quantify as a standalone metric – the service is invaluable. Handling repairs in-house, as well as coordinating service with the brands we represent, allows us to resolve issues efficiently, build immeasurable goodwill and strengthen client confidence. Ultimately we provide this service because it is essential to maintaining long-term relationships and supporting future sales.
Main image: Shutterstock
