Jolyon Marshall, managing director of watch and jewellery recruitment specialist Jolyon Marshall, gives his thoughts on where business stands after the last year.

Even when we cannot see one another in person, people still make the difference, he writes.

Recruitment has always been a significant marker of consumer confidence, and last year provided some remarkable indices.


Consumers’ appreciation of brands has not faltered; the quest for quality and product distinction continues unabated.

While the methods of product purchasing may have diversified, most consumers still prefer genuine person-to-person interaction, so all is not lost!

The quality of the transaction experience has been firmly in the spotlight, and many brand equity holders wish this to be ever more critically controlled and universally replicated.

This has unleashed highly creative client service initiatives; our trade has always boasted incredible technology and manufacturing kudos, so it is only right that this be matched with perfect service.

Social media efforts from bricks-and-mortar re-sellers have also achieved new heights, which will reinforce long-term customer loyalty.

As we reflect at JML on the difference people make, employers have relayed to us the wealth of new talent riches that this pandemic has revealed:

• In retail, we’ve seen keenness to upskill and flexibility above and beyond.

• In wholesale, our salespeople have looked to offer exemplary supplier support.

• At head office, staff have been working from home in a more dedicated, effective manner.

• On the bench, increasingly we see watchmakers, goldsmiths and designers maximising their essential in-house appeal.

In summary, we are all absolutely capable of doing business better. People have always made the difference, and if ever there was a time to appreciate individual talent and career dedication, that time is now!