1. What was your finest hour in the realm of customer service?We had a customer who had a watch that belonged to their grandfather. It was broken and he took it to a couple of different places—it had a lot of sentimental value. But no one was able to fix it. We ended up being able to fix it; we had to make a new set lever bridge and a new balance staff. He was very happy. We don’t just do repairs—we do restorations. And we do everything in-house, using five watchmakers who have been with us for a long time. My business is 75 percent service and 25 percent retail. So every time the customer comes in and picks up their watch and sees that it’s shiny and keeping time, we feel very happy.2. What is your single-best money-saving initiative?I save money by spending money. We are up-to-date with all the manufacturing equipment and tools. When new equipment comes on the market, we get it