I had a problem with a watch bracelet I purchased from Watch Obsession some time ago. Two of the link pins failed which was very unusual for the brand in question.
I reached out to them to explain the situation and would have been more than happy to receive two replacement pins or links to resolve the situation, but Amy took the time to contact the brand and explain the situation. It took a few emails and a little bit of time, but at no point did I feel that it was not being dealt with.
My minor obsession with good customer service has remained strong throughout my working life and it’s no coincidence that the organisations who aim to please customers always win in the long term. Apple was exceptional at this and still is, although to a lesser extent which I guess comes from becoming unfathomably large. John Lewis are still high up in my customer service ranking and there are some smaller organisations that offer consistent and at times exceptional service. Animal Friends pet insurance is another excellent company I should mention.
Sadly, it feels as though good customer service is not required for many large organisations in the UK and the list of culprits grows every day. British Gas, Thames Water, Currys and so many more really couldn’t give a damn about decent service and they don’t hide the fact that cost is their main motivator.
Anyway, back to my watch bracelet. Yesterday I received a brand new watch bracelet to replace mine with the sweet card at the top of the article, a pen and beautiful presentation throughout. I was shocked at the attention to detail, the care taken and the completeness of the service. It felt like I had travelled back 20 years to when people cared, but here I am today in awe that a relatively small organisation still takes the time to help a customer who has very little influence.
This should feel normal, but alas it really is not in 2025. This should not, however, temper the positive vibes this interaction has given me.
So, thanks to Amy and Watch Obsession for renewing my faith in customer service. You can find out more about the company here.
McGST 
That’s great!
LikeLike