During the Dubai Watch Week back in November 2023 I had the opportunity to have a Watchmaking masterclass.
Being guided by one of the only certified watch master technicians in the Middle East was an incredible experience. Watchmaking is no joke, and of course, having worked in Luxury for so many years I understand the complexities, value and art behind it, but is not only an incredible art but is a real masterpiece of engineering. The size of the pieces is close to microscopic, the precision needed, and the order in which you assemble each part is mind-blowing.
Nick was patient and encouraging and I even felt I was good at it. The sense of accomplishment and realization was fantastic.
Now, Nick is in the luxury business, but his job is not really a guest/client facing job. Though his charisma, kindness, skill and excellence only shows that if you work in luxury, regardless of what job you have you need to have a specific luxury culture, client culture and service culture. Nick has the 3 cultures needed in luxury. I learned, I laughed, I was surprised, I was proud of myself, overall, an emotional and seamless experience.
Adding value to a guest is a simple or as complex as you want it to be… but it is often the smallest of things the ones that truly leave a lasting impression.
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