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Laings recruits Hamilton & Inches lifer Stephen Paterson to elevate its luxury experience


Glasgow-based Laings has hired Stephen Paterson as a retail consultant to offer guidance on elevating the group’s luxury retail experience.

He will work to ensure that Laings customers have the very best experience, whether visiting its three showrooms in Glasgow or the stores in Edinburgh, Cardiff and Southampton.


Mr Paterson, pictured above with Laings CEO Joe Walsh, began his career at the age of 18 at Edinburgh-based Hamilton & Inches and rose to become chief executive before leaving in January last year after 40 years with the prestigious jeweller.

He will take what the group calls the Laings Experience and look to elevate it by focusing on every detail of the customer’s contact with the retailer.

“When customers are shopping for a luxury item it’s paramount that they consistently receive the best possible service. They are shopping for an investment piece, be that financial or emotional. It’s an important decision that they are going to be making when they are in our care and ensuring that they are treated to a memorable and enjoyable experience is something that you have to get right,” Mr Paterson says.

“It’s clear when you speak to members of the Laings team that they feel passionate about the way Laings are moving forward and there’s a real appreciation for the work everyone is doing to support what is happening. I’m delighted to be joining this team, supporting them and furthering the company’s reputation for five-star service, ensuring that we continue to help customers find those special pieces to mark the most important moments in their life,” he adds.

Laings has one of the most prestigious portfolios of watch brands of any family-owned jeweller in the UK including Patek Philippe, Rolex, Omega, Jaeger-LeCoultre and IWC.


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  1. Stephen Paterson will have his worked cut out for him. I experienced extremely poor customer service when procuring a Rolex Submariner. I had been a customer of Laings for 10 years having purchased a Rolex Datejust and various Mikimoto items.

    Laings demanded that I leave the warranty card with them. On a matter of principle I declined, as you would have thought that they- Laings, would have known their customer and that my purchase was for my own personal use not for resale.

    The experience has left me with extremely disappointed and I will never, ever, purchase anything from them again.

    Good luck in your new role…


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