Senior Service Consultant, Michaela Tunnicliffe is an expert when it comes to looking after your precious jewellery and luxury watches.
Let’s find out a little more about life in the Service Department…
I am the Senior Service Consultant for our Service Department in the Glasgow Flagship Store and look after everything related to jewellery and watch repairs, our Bespoke Design Department and our Valuations Department.
Why did you want to work in jewellery and what do you enjoy about working at Laings?
From a very young age I was interested in all things shiny and sparkling – so the jewellery industry is definitely the right place for me to be!
One of my first jobs when I was still in school was in a jewellers and I have thrived in the industry ever since. I have now been at Laings for over two years and I really enjoy working in a family-run business. We have over 178 years of history in the industry, which is quite an accolade and I’ve found it vastly different to working in a larger chain.
What attracted you to the Service Department?
I enjoy a challenge! I like intricate work and have a high attention to detail which suits this role. I have a need to be busy at all times, which is just as well as the Service Department can be quite fast-paced! It is also very varied, which keeps it interesting and fun. There are new challenges each and every day and every customer comes in with a different request.
Describe your typical work day
No two days are ever the same! Mostly there will be a mixture of responding to customer emails and phone calls, checking all repairs are back in time from the workshop or watch maker and dealing with customers face to face to book in their items. You’ll also find us placing orders for watch straps and clasps as well as thoroughly inspecting pieces to ensure that they meet our strict quality control standards. Most importantly though, we’ll spend time advising customers on the right course of action to keep their beloved pieces in the absolute best condition.
What’s the most unusual and the most common things customers come to the Service department looking for?
The most common request we get is to have rings cleaned, checked and professionally polished, as well as having rings resized. We’ll also often have watches in to check their battery and then reseal them and we can also book them in for a full service.
The most unusual is customers who come in and have to have their rings cut off. It’s not common, but it can be traumatic for the customer. However, we won’t leave it there and can then advise the best possible aftercare. Our Bespoke Designers can also be on hand to help them to create something new that they’ll enjoy and feel comfortable wearing again.
What’s your most memorable work moment?
There are so many, but it’s always lovely to receive positive feedback from customers. I personally love a handshake! I think it says a lot when a customer wants to shake your hand and thank you when they’re leaving, as they’ve been so pleased with the service they’ve received. It means we’re doing something right and then hopefully they’ll recommend us to family and friends. Jewellery and watches are usually very personal items and at Laings we pride ourselves on customer service. We work with items that can have a lot of sentimental value and are very precious. It means a lot to me to ensure that customers receive the very best service.
Being a small part of people’s lives in the moments that they will remember forever. Our interactions with customers usually involve weddings, engagements, birthdays and anniversaries, it’s always moments that hold emotional significance. Whether it is a newly-wed couple having their rings engraved to mark the occasion or a family having a sentimental heirloom watch restored to its former glory, we have been a part of it. It’s heart-warming to see the smiles on clients’ faces when they collect the finished item.
And the worst part of the job?
On occasion jobs can be more complicated and difficult than first anticipated. Sometimes, but very rarely, factors out with our control result in an item being late or delayed. We want to return the items in the best condition possible and although it can be disappointing, on the odd occasion, it may take a little longer than expected.
Do you have any particular repairs that stand out?
We had a customer recently who had her three-stone ruby and diamond ring made into three bespoke pendants by our design team. She gifted the ruby to her daughter and a diamond pendant each to her two granddaughters. I thought this was a beautiful idea and they were all so delighted with the final pieces.
Thank you for taking the time to find out more about our Service Department ! Follow our latest news on Twitter, Facebook, Instagram, YouTube and Pinterest, or if you have any questions please pop us an email at firstname.lastname@example.org.