Cuistomer Service - Above & Beyond in Singapore ION

As many of you are aware, I recently had the privilege to attend together with my wife the wedding of KS Low and his beautiful bride Serene, in Singapore last Sunday.

Saturday before the wedding, when hanging out my suit in preparation for the wedding, I realized that I had mislaid my cufflinks. Disaster - especially, since I already knew that we would be seated at an "IWC Table" with many eminent IWC collectors and other watch collectors! How could I ever hang out the wanna-be brand ambassador, without my IWC cufflinks? Of course, I could simply walk down to the hotel lobby and pick up a pair from the in-house tailor...or use the fact to swing past the IWC Boutique on Orchard.

Despite being dressed like a real tourist in short pants and T-Shirt, I was greeted as always most courteously by the boutique staff. Within the next 10 minutes two amazing things happened - here's what.

I inquired if they had any Cufflinks on stock (wanting to buy a new set of course). The young man immediately said "sold out" - but let me double check and disappeared into the rear only to return a few minutes later saying that indeed non where left on stock. Then, he said "let me check with our other boutique and checked both on the computer as well as called them. He then said "good News" we have a set of Portofino cufflinks at the other Boutique and we can arrange for you to get those. I unfortunately had to decline, as I already know that those at button cufflinks and they sadly don't fit through my tailored shirt button holes.

AMAZING CUSTOMER SERVICE #1
The young man asked if I minded to have "staff cufflinks" and without a blink proceeded to take off from his own cuffs those beautiful Silver and Blue insert IWC cufflinks! Despite my objections that I could not do accept that - he graciously smiled and proceeded to hand them over to me!

My problem was solved, and I was certainly not under-dressed at the wedding table!

AMAZING CUSTOMER SERVICE #2
Just as I was about to leave (with cufflinks in hand and hugely satisfied happy customer experience in mind) the young man then casually remarks "I recall you were in the Boutique last year...the Deep Two right?" !!!

And that was amazing! For I was wearing this time my Aquatimer Automatic, and indeed it was almost to the day exactly a year ago that I indeed visited the ION Boutique wearing my Deep Two, and spent a wonderful hour then at the time seeing the range and trying on the Grand Compilation too.

Kudos's to Tony Toh and IWC for this amazing customer service.

Tony, you certainly are most worthy of that title of Senior Boutique Sales Associate and as far as I am concerned the honorary title of Knight in Shining Armour!

+1

Bravo to the Boutique. I truly regret I could not attend the nuptials. I am on my way to Düsseldorf and an around the world trip was too much for a mere mortal. My best wishes to the newlyweds.

Wonderful story! Do you have any pictures of the cufflinks?

BTW, I tried posting all day and couldn't get it to work, is this happening to anyone else?

Yes, the site was non functioning early in the day. MF was right on top of the issue. The IT team had a big priority to get us back up and running according to MF.

Hey Mark,

This actually does not surprise me. The level of customer service is first rate at the boutiques. It is one of the few places you can check everything out and not feel guilty about just looking. Of course it eventually leads to a purchase, if not now, then certainly later on.
Noreen and her crew in NYC set a pretty high standard. It's good to hear that other venues match up.

Glad to hear Tony, Robin and Maggie are flying the IWC flag high. I have had the pleasure of meeting the latter two and have only good things to say.

I met Noreen when she was in the Hong Kong boutiques before the NY Flagship opening, and I am glad IWC makes it a point to ensure their key staff cross-share point-of-sales and customer service experiences.

Thank you very much for sharing this great experience with us Mark.

It`s always great to hear such things.

I already forwarded it to the right people who are really happy.

Best wishes from Schaffhausen

Oliver

That is truly outstanding customer service. Kudos indeed. I wonder what would have happened had you forgotten your watch... :)

@ David, actually given the available watches amongst my fellow IWC collectors at the table the evening before at the small GTG kindly hosted by Kee Siew - I dont think I would have had an issue!

Here's the customary table shot - sorry for the bad lighting, but you get the jest

@ Mark...

A B Uhr? Who wore that one to the wedding?

Well spotted Alan !

I can tell you that indeed that is a B Uhr of the finest order and condition. Well spotted Sir!

That watch was on my person during the wedding (I did not dare let it out my site) but as that strap on that watch is also the original strap designed to fit over a rather thick flight jacket, it's far to long to fit a plain wrist and as such, I was obliged to wear my AT Automatic on the wrist.

I had the privilege to "baby sit" this watch for a few days for a fellow forum member who recently acquired it. I cried when I needed to part with that watch and pass it on to the new owner - it's a true beauty!

BTW: there is a 2nd very unique watch on the table there too!...