Events & AwardsMar 17, 2026
The Best Moments From the 2026 Gem Awards Held just before the Oscars, the jewelry industry’s big awards show had its share of standout jewelry, gowns, and acceptance speeches.
WatchesJan 10, 2017
Ask the Watch Guy: Responding to Your Comments
Jess Gendron takes over for his father as National Jeweler’s watch columnist and takes on comments posted on his father’s previous articles.
Jess Gendron is a seventh generation watchmaker, having learned by his father Dan Gendron’s side since childhood. He can be reached at talktothewatchguy@gmail.com.
Happy New Year, and welcome to “Ask the Watch Guy,” a new column for National Jeweler authored by a seventh generation watchmaker.
Each month in this column, we will be responding to your comments and questions, so please feel free to send any watch related questions to me at talktothewatchguy@gmail.com.
Here are some comments from previous watch articles by Dan Gendron published on NationalJeweler.com.
Sandra Severt, from the June column “Upping Your Game, and Profits, with Watch Repairs”
“I applaud the care with which you handle the watches. Bravo. However, it seems you do so not because you care about the consumer but because you can then charge said consumer $25 for a watch battery. Twenty- five dollars is not a lot to most people, but to those living on a fixed income, those who are most likely to own a $15 or $100 biohazard watch, it is a lot.”
The amount we are paid is not the real issue. The issue is doing a truly professional job. I have had students in our seminars who would tell us that they do watch batteries for free and why should they put that much effort in to it?
The old maxim is beginning to play in the back of the minds of craftsmen everywhere reading this--“If it’s worth doing, it’s worth doing well!” Professionalism is our best advertisement. If the work you do is like everyone else in town who considers doing watch batteries a chore and not an opportunity, that gives you neither a good reputation nor better profits.
Better profits come from the service we offer and how it is performed. If you choose to charge a modest price, the effect on profits will be the same if you perform the service with high quality.
I recently got a large trade account who tried to talk us out of cleaning the watch cases and giving them a ride on the Selvet cloth when we change batteries for them. Her reason was “Nobody does it.” We told her that was the reason we do it. She then understood the value of simply giving a watch a shine before returning it to the customer.
As to the “biohazard” comment, consider this: if it was a diamond ring that someone has been wearing for 25-plus years, would you be as squeamish?
Truth is, some people treat their watches with more regard than they do their
diamonds. So when I clean all the “fromage” off the case and band and give it ride on the Selvet cloth before I hand it back to them, they almost always ask me what the cloth was that I rubbed it with to make it shine. I have sold a lot of rouge cloths that way.
But beyond that, they see with their own eyes that I cared enough to do a job as good as I would do for someone I love. Treating the customer with this much care goes a long way. It’s a natural consequence of offering quality unparalleled service that money follows close behind.
Over the years, we have had students who have adopted these techniques tell us that their customers notice the improved services and that the effect was very positive.
Now for the other side of the coin.
Jeff Cody, from the August column “Changing Watch Batteries, A Visual Guide”
“I am thankful for each and every jeweler who has decided watch batteries are not worth their time. Last year, we sold just under 17,000 batteries. All by themselves, batteries make up a huge part of our annual profits, not to mention the add-on sales of bands and repairs (another thing most jewelers don’t want to be bothered with), and then of course there are the big-item sales we make because someone just stopped by for a battery and saw something on our shelves that they just had to have.”
I must admit that I can’t find much to comment on here. He seems to say it all. I have to say that he really has got it together and also has a commanding dominance in the market. The effect is caused by actions they choose. This store knows its market.
Faith Popcorn wrote a book in the ‘90s called The Popcorn Report in which she said that the more society becomes high tech, the more there will be a corresponding demand for high-touch products, meaning products that are personalized and/or are accompanied by a high level of service.
In the last 40 years, there has never been a more accurate prediction of future events. For example, look at Starbucks, shopper services, etc. The jewelers who are doing well are those who are exploiting that desire in their customers. Money is secondary. The service we offer is what should make us shine. Offer unparalleled service in today’s market and the world will cut a path to your door.
If you have questions on watches, watch repair, selling repairs or anything watch related, please forward them to me at talktothewatchguy@gmail.com so we can all learn from our collective mind.
Jess Gendron is a seventh generation watchmaker, having learned by his father Dan Gendron’s side since childhood. Jess Gendron is now the owner of Colorado Timeworks, a watch repair service center in Colorado Springs. He can be reached at talktothewatchguy@gmail.com.
But beyond that, they see with their own eyes that I cared enough to do a job as good as I would do for someone I love. Treating the customer with this much care goes a long way. It’s a natural consequence of offering quality unparalleled service that money follows close behind.
Over the years, we have had students who have adopted these techniques tell us that their customers notice the improved services and that the effect was very positive.
Now for the other side of the coin.
Jeff Cody, from the August column “Changing Watch Batteries, A Visual Guide”
“I am thankful for each and every jeweler who has decided watch batteries are not worth their time. Last year, we sold just under 17,000 batteries. All by themselves, batteries make up a huge part of our annual profits, not to mention the add-on sales of bands and repairs (another thing most jewelers don’t want to be bothered with), and then of course there are the big-item sales we make because someone just stopped by for a battery and saw something on our shelves that they just had to have.”
I must admit that I can’t find much to comment on here. He seems to say it all. I have to say that he really has got it together and also has a commanding dominance in the market. The effect is caused by actions they choose. This store knows its market.
Faith Popcorn wrote a book in the ‘90s called The Popcorn Report in which she said that the more society becomes high tech, the more there will be a corresponding demand for high-touch products, meaning products that are personalized and/or are accompanied by a high level of service.
In the last 40 years, there has never been a more accurate prediction of future events. For example, look at Starbucks, shopper services, etc. The jewelers who are doing well are those who are exploiting that desire in their customers. Money is secondary. The service we offer is what should make us shine. Offer unparalleled service in today’s market and the world will cut a path to your door.
If you have questions on watches, watch repair, selling repairs or anything watch related, please forward them to me at talktothewatchguy@gmail.com so we can all learn from our collective mind.
Jess Gendron is a seventh generation watchmaker, having learned by his father Dan Gendron’s side since childhood. Jess Gendron is now the owner of Colorado Timeworks, a watch repair service center in Colorado Springs. He can be reached at talktothewatchguy@gmail.com.
More on Watches
The Latest
SourcingMar 17, 2026
Cruzeiro Mine Debuts ‘Winter Tourmaline’The Brazilian mine’s new collection features cabochons in soft, muted shades like silver and lilac.
TrendsMar 17, 2026
Natalie Portman Is Tiffany & Co.’s New AmbassadorThe Academy Award-winning actress stars in Tiffany & Co.’s latest commercial, which debuted Sunday night during the Oscars.
Brought to you by
Is This You? Every Jeweler Has This Problem; We Have the Solution.Every jeweler faces the same challenge: helping customers protect what they love. Here’s the solution designed for today’s jewelry business.
MajorsMar 17, 2026
Kering Establishes Jewelry Division, Appoints CEOThe organizational change follows Kering’s promise of a transformation after declining sales in 2025.
Weekly QuizMar 12, 2026
This Week’s QuizTest your jewelry news knowledge by answering these questions.
EditorsMar 16, 2026
2026 Oscars Jewelry: One Necklace After AnotherNatalie Francisco rounds up the top Oscars jewels, including Rose Byrne’s Taffin necklace with a more than 20-carat yellow-brown diamond.
IndependentsMar 16, 2026
Ben Bridge Debuts New Honolulu BoutiqueThe store features the first in-store build for the jeweler’s in-house “Bella Ponte” bridal brand.
Brought to you by
DCA Enters a New Chapter in Jewelry EducationWith refreshed branding, a new website, updated courses, and a pathway for growth, DCA is dedicated to supporting retail staff development.
AuctionsMar 16, 2026
Bonhams Paris To Offer Antique, Signed Jewels The live fine jewelry auction will take place later this week, showcasing antique pieces, rare gemstones, and signed jewels.
CollectionsMar 13, 2026
A Trio of Jewels from the 3 Gem Award Nominees for Jewelry DesignOur Pieces of the Week honor the 2026 nominees for the Gem Award for Jewelry Design, Silvia Furmanovich, Cece Fein-Hughes, and Catherine Sarr.
SourcingMar 13, 2026
Andrea Pooler Joins Third-Generation Diamond Company as COO Pooler, who has more than 25 years’ experience in jewelry, is now chief operating officer of Modani Jewels, Soham Diamonds, and SNJ Creations.
MajorsMar 13, 2026
24 Karat Club of New York’s Banquet to Return to Waldorf AstoriaThe reopening of the Waldorf Astoria means a homecoming for the industry group’s annual event, which will take place Saturday.
CollectionsMar 12, 2026
Jessica McCormack Sends Gold, Gemstones Into ‘Orbit’McCormack looked to the 19th century’s “golden age” of astronomy when designing her new celestial-themed collection.
Events & AwardsMar 12, 2026
Johnny Nelson Wins David Yurman Gem Awards GrantNelson will be honored as the inaugural grant winner at the Gem Awards gala on Friday.
TechnologyMar 12, 2026
Caratwise Launches, Names Former Signet Exec CEO The new smart design software allows jewelers to configure, price, and confirm a custom engagement ring in real time for in-store customers.
SourcingMar 12, 2026
Grandview Klein Opens New Factory in South Africa The 10,000-square-foot diamond manufacturing facility officially opened in late February and employs 50 people.
Events & AwardsMar 12, 2026
MJSA ‘Future of Jewelry Making’ Scholarship Applications OpenThe MJSA Education Foundation’s scholarships support students pursuing jewelry careers.
AuctionsMar 11, 2026
‘Spectacular’ 26-Carat Diamond Going Up for Auction in London The largest white diamond to come to market in the U.K. in more than a decade, the VVS1, I-color stone is expected to top $1 million.
TechnologyMar 11, 2026
Cast Jewelry’s Rachel Skelly on Coming Back Online Only Skelly shares her plans for reimagining the fine jewelry retailer she re-acquired after it faltered last year.
CollectionsMar 11, 2026
Pyrrha Highlights ‘The Space Between’ In New CollectionThe collection takes inspiration from the emotional space between people, moments, and experiences.
IndependentsMar 11, 2026
From the Jazz Age to the Information Age: London Jewelers Turns 100In 2026, the jewelry retailer is celebrating a milestone only a small percentage of family-owned businesses survive to see.
IndependentsMar 11, 2026
Virginia Jewelers Raise Nearly $30K for Children’s HospitalThe group of jewelers held a jewelry raffle in support of the Children’s Hospital of Richmond at VCU.
FinancialsMar 10, 2026
Signet Jewelers’ Q4 Sales Fall Flat The jewelry giant released preliminary results for the fourth quarter and full year on Monday, with final results slated to come next week.
MajorsMar 10, 2026
Saks Global to Close 15 More StoresThe retailer also gave an update on its vendor partnerships.
TrendsMar 10, 2026
Messika Names Julianne Moore as AmbassadorThe award-winning actress is the “epitome of modern allure,” the brand said.
CollectionsMar 10, 2026
Gemstones ‘Bloom’ in Sorellina’s New CollectionThe “Bloom” collection draws from the flower power movement of the 1960s and ‘70s with inlay pendants offered in eight colorways.
Events & AwardsMar 10, 2026
Diamond-Studded Painting Shines at RJO Foundation AuctionThe unique piece was one of the custom works offered at the foundation's recent silent art auction, which garnered nearly $15,000 in total.
