Face to face with the cool guys

Can you provide an overview of On Demand Luxe history and how it has evolved into a premier international watch dealer?

Twenty years ago, my family and I established a jewelry business, Reflections of Style, dedicated to raising money for medical establishments. The company raised millions of dollars to help support the medical industry. I cultivated a solid private client base over the years who began requesting specific luxury watches. I would source within my then-limited network. Over time, I became the certified go-to “watch guy.” As my wholesale network grew, it also grew parallel to my private client base and On Demand Luxe was born. 

What sets On Demand Luxe apart from other watch dealers in the market?

We offer as close to true wholesale pricing as possible and are up to date on current market values when determining buy-out prices. We pay top market values for pieces, which is why we have so many repeat clients.

Could you describe On Demand Luxe’s process for trading, buying, and selling watches internationally?

With our extensive logistical network, we are able to source any watch from anywhere in the world within 72 hours. All of our transports, whether it is a sourced unit or a sold order, are fully insured and delivered right here to Coconut Grove.

How does On Demand Luxe ensure a “white glove service approach” in its interactions with clients?

With our synergistic relationship with TWC, led by Diego Carrillo, we are able to provide extreme white glove service. Diego, who is better known as The Watch Concierge, goes to great lengths to fulfill the special requests our clients so often demand.

Can you elaborate on the secondary wholesale market connections that On Demand Luxe harnesses to guarantee competitive prices?

Absolutely, our prices are based on current secondary market values. However, we do give our clients a leading edge on trade-in values. We pride ourselves on maximizing trade values for our clients whether trading up or down.

What criteria do On Demand Luxe consider when evaluating a timepiece for trade-in or purchase?

We do an overall market analysis to see what a piece is currently trading for and then take into consideration the nuances of each, i.e. year, condition and more importantly whether the piece is a complete/full set.

How does On Demand Luxe stay up to date with market trends and fluctuations in the watch industry?

We are in approximately 120 wholesale chats worldwide. We are constantly reviewing these chats day in and day out, analyzing market values. We focus on keeping up to date with market trends overseas, specifically in Hong Kong, which is the epicenter of watch trading. The hub has a 12-hour difference from the U.S.; it often becomes a sleepless scenario.

Could you share some success stories or notable transactions that exemplify On Demand Luxe’s expertise and service excellence?

All of the services we provide are of the utmost excellence. One specific deal that is notable and fairly recent was when a new client found us via Facebook and reached out to me for a Rose Gold Meteorite Daytona. He said he had been on the waiting list for over two years and had given up on waiting. He decided enough was enough and contacted me. I happened to have it in stock.  Although he did shop around as any client should, he came back to On Demand Luxe to seal the deal. He was amazed at how much lower my price was than that of the competition, and understandably skeptical about the deal. I then offered to fly out to him and meet him in person or deliver the watch to a jeweler of his choice. He loved his new watch so much. These are the deals I love most, meeting new people and delivering a service above and beyond the norm.

What measures does On Demand Luxe take to ensure the authenticity and quality of the timepieces it deals with?

We have a few measures in place to ensure the authenticity and quality of our timepieces. Buying watches second-hand or those off the street does sometimes present a challenge. 

I have a keen eye for aftermarket parts such as dials, bezels and bracelets. When an inspection becomes more elaborate, we consult with our in-house watchmaker for an in-depth inspection. As far as new watches are concerned, our acquisitions are mainly from indirect connections with authorized dealers or straight from our trusted dealer networks, as I mentioned previously.

How does On Demand Luxe approach customer satisfaction and after-sales support?

We take pride in our after-sales support, offering full services and polishes to all our clients. When we sell a watch, we make sure each piece has been fully serviced. Should a client encounter any problem after acquiring a watch, we are 100 percent ready to resolve any issue.

Can you discuss any expansion plans or future directions for On Demand Luxe?

We are planning on expanding to Colorado. In fact, we are meeting this summer with our contacts to solidify our presence out there. 

In what ways does On Demand Luxe contribute to the local and international watch communities?

We sponsor many local events and have great relationships with other businesses in our area. Our neighbors, FYI Yachts, often collaborate with us. If you ever see our collection on a yacht, it’s more than likely on an FYI Yacht.

How does On Demand Luxe navigate challenges such as fluctuating demand, currency exchange rates, and global market dynamics?

A great transactional method is that we just began to accept crypto. The currency allows our clients a lot of flexibility. These deals are all handled by fellow team member Jason Feller, better known as “The Web 3 Watch Plug.” Jason’s experience in the crypto space is second to none.

What advice would you give to individuals looking to trade, buy, or sell a timepiece through On Demand Luxe?

Come visit us at our office. We are very happy to consult and guide anyone who is looking to buy, sell or trade. In fact, we love to talk shop. We like talking about trends and where the markets are going. Simply guiding our clients into a smart investment is fun for us.

Finally, could you share any memorable experiences or unique aspects of working with clients at On Demand Luxe?

One experience that comes to mind is the transaction I had with the federal government. They reached out to me amongst a few other dealers regarding a super “heavy hitter” Tourbillon. The watch was one of only five in the world. It was a seized government asset that needed to be liquidated in order to pay part of a defendant’s restitution. Long story short… I offered the highest bid and was awarded the piece.