Catering to Hong Kong’s ‘spoilt-for-choice’ timepiece loving market, PETER WONG of Sun Century Watches says ‘value-added’ service is the need of the hour.

“Our company was established in 1998 as the territory’s leading franchise to internationally renowned brand watches and operating on the pragmatic principle of loyalty,” says Peter Wong, its managing director.

The company distributes of many of the world’s top watch brands including Citizen, Enicar, Seiko, Titoni, Ernest Borel, Doxa, Romer, Epos and other Swiss high-quality watch brand-based.

Coping with Reality

“Our staff offer a wealth of experience, in-depth knowledge of the brands and models which they use effectively to serve our discerning customers. Today’s watch lovers don’t just buy a watch. They buy the brand’s heritage, the history which is why we have set up the ‘table’ on our on-line store. This online store is equal to our ground floor service. It gives each customer ample time to become more intimate with the brand. We’ve taken this a step further particularly thanks to the opening of the China market, that we’ve incorporated an ‘instant chat’ box on our site and use social media like Wechat and Whatsapp to serve our valuable customers. We also placed many advertisements in China using poster cards, though travel agent and by word-of-mouth.”

“Maintaining our loyal customer base is of paramount importance. These customers bring in quality referrals and in that sense they are truly priceless.” – Peter Wong, managing director

Art of Adapting

“In this business you have to learn from the economic indicators. Retail sales have been sluggish over recent years and we’ve had to give more priority to medium range as opposed to the top range. We are focusing more on online customer reach and toward a more global market.”

“As an industry we have to carefully observe trends and stay positive. At this stage, we will focus on online market on next year and monitor the China market as that mainland government keeps changing their policy toward oversea markets. So we would be better off controlling the risk of management rather than expansion.”

“Maintaining our loyal customer base is of paramount importance. These customers bring in quality referrals and in that sense they are truly priceless.”

Value-Added Service

“To ensure that the shopping experience stays ever-fresh, we have to always update the range and include new models so our customers keep returning. We’ve got to ensure our staff’s quality of personalized service remains unsurpassed. We have to remember that even one unsatisfied customer can ruin our reputation. This attention to detail in customer satisfaction is of utmost importance.”

“Lastly, the whole business world is facing a talent crunch so it is vital to ensure employee satisfaction by developing a programme that rewards and encourages increasingly better performance. Staff retaining is today a major challenge in the retail industry and we’ve therefore created a value-based employee scheme where people are motivated, satisfied and happy enough to go above and beyond the call of duty to serve our clients beyond their expectations.”

For additional information, please visit www.suncenturywatches.com.hk

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