Wendy Laing Walsh is the director of Laings. A dynasty of jewellery and watchmaking in its sixth generation of family ownership, she talks the evolution of a luxury retail business and an inextricable link to craftsmanship 

Rooted in heritage

 We started out as a Glasgow manufacturing business in 1840. The move into retail came later – then this new world of watches appeared that everyone was interested in, and a focus on major brands. We’re at the pinnacle of that now, so the priority for us is returning to what we were all about: our craftsmanship and heritage. Our continued investment is in the watchmakers, jewellery designers and makers that we have on site. People love to feel involved in creating bespoke jewellery, or having a piece redesigned or remodelled. Since last year, we’ve also had an offering called Exclusive Creations – where all of our designers are given beautiful gemstones to craft into unique jewellery, according to their vision.

Lifelong connections

When my husband Joe and I joined my father in the business 15 years ago, there were only around 20 employees. Fast forward another 15 years and we have 250 employees and stores in Glasgow, Edinburgh, Cardiff and Southampton. We’re traditional at heart – our core business is the wedding and engagement market. We don’t follow trends. We’re not a fashion brand. It’s really all about customer experience in our industry. The hardest thing is getting someone over the threshold, but once they’re in, it’s about creating an experience they won’t forget so they’ll keep returning.

High street prowess

We were very familiar with the Rowan House location – now our Glasgow store – because our head office was on the floor above. When the opportunity arrived to develop the building into our £5 million flagship showroom, it was a no-brainer. It was also scary and risky, but it has cemented us as a big name in Scotland in the luxury industry. The move to Buchanan Street was a bold decision, but you have to adapt to change.  We’re also blessed that some of our watch brands don’t sell online, so there’s that pull for customers to come into the high street store. 

Belief in the product

What drives me professionally is a genuine passion for the product and the business. From 12-years-old, I would be in the stores over the holidays, helping with wrapping and serving coffee. I also have amazing teams – they love being experts in what they do. We have this sixth-generation family business, and I have two children that I hope one day will want to take it on – although I’d never pressure them into it. Heritage is at the forefront for us now, and hopefully we’ll continue that into a seventh generation.