Being clear is the most professional attitude one can have towards the customer. I have been following for years - as a manager of an institutional structure - everything that concerns customer protection regulations, such as: after-sales guarantees, characteristics of the product sold, materials, limits of use, up to product exchanges and more. Not easy topics, often the cause of misunderstandings and possible litigation. The subject is delicate and must be handled competently, also because there are very precise laws to protect the consumer and therefore it is necessary to know them and it is right to abide by them. A great deal of help is offered by the trade organisations to which companies belong and which keep points of sale up to date in this regard. Equally so do the Maisons we represent, with ad hoc communications and written explanations in the workbooks distributed to dealers. Sometimes, however, I notice differences between one house and another in the drafting of workbooks or guarantees. For example, small 'carelessness' (which should be avoided) regarding the use of terminologies that are no longer recognised by the regulations in force and by those of the category, or the lack of indications on the quality of the diamonds used, or of the alloys in the case of precious metals, or finally on the type of steel used. The more detailed information that can be provided, the fewer problems we will have with customers, who today are more than ever attentive to the smallest details of the goods they purchase, not least because of the alarmism that has been launched regarding personal health (see the current nickel problem or, in the past, the cases related to the use of radioactive materials on dials). It is therefore necessary for the dealer's personal preparation to always be at the highest level, so as to satisfy all the customer's curiosity about the watch he is about to buy. I suggest that conscientious shopkeepers, if they have any doubts, contact the trade federations or associations, which are always informed about new legislation.
