Luxury Watch Repairs is planning to open facilities in Manchester and New York this year, as well as moving into larger premises close to its current Hatton Garden workshops in London.
The company was created 18 months ago by Oliver Pollock, who previously traded in luxury watches before spotting an opportunity to move into the service and repair business.
The London workshop has been granted level three status as an Omega Approved Service Centre. Although it does not have the same accreditation from Rolex, which accounts for the majority of its business, the company says it uses only genuine Rolex parts and employs watchmakers who have been trained in the repairs of Rolex, Breitling, Omega and other prestige brands.
Luxury Watch Repairs deals almost exclusively with members of the public who discover the service either online or via word of mouth. “Our typical customer is somebody that owns a Submariner, which is their pride and joy, and wants to have it properly repaired or serviced,” Mr Pollock explains.
The rapid growth in the business, Mr Pollock believes, is down to the quality of his watchmakers and the focus on professional customer service both online and directly with clients.
The company’s website promotes a secure mailing service so that customers can send their watches in for repair using appropriate packaging supplied by Luxury Watch Repairs. Each package is tracked and insured.
Once at the workshop, customers can pay for a time-lapse photography service so that they can see exactly what work is being done on their watch before it is mailed back to them with a two year warranty covering the work.
Engaging with customers online has given Mr Pollock the confidence to plan additional workshops in Manchester and New York later this year. “We get a lot of inquiries and we are sent a lot of watches from these two cities,” he tells WatchPro.
The London operation is also moving because it has outgrown its current premises. “We went from one to two small workshops in Hatton Garden, which is not ideal. We are going to bring everything together in one state-of-the-art centre,” Mr Pollock explains.
The new Hatton Garden operation will employ five watchmakers, two polishers and four customer service executives. Both Manchester and New York will be on a similar scale and have similar teams when they open, Mr Pollock says.