Archive for September, 2009

Why Aren’t Questions Being Answered?

Wednesday, September 30th, 2009

I’m the first to admit when I make a mistake, and I ensure that Steinhausen as a company maintains that save level of humility. Mistakes happen, and they usually lead to upset. Especially when the mistake is a miscommunication or no communication.

Earlier in the year, we launched a new ticket managing system that allowed us to integrate our product questions and general contact website form with this powerful ticketing system. We have used this system to streamline our return process and improve our over all customer satisfaction. However, when implemented the ticketing system would automatically respond to the product questions and general contact emails and close the tickets. This was not due to any error on the part of the ticketing system itself. We misconfigured the system.

The result is that we have 280 unanswered product questions and nearly 100 unanswered general contact forms. Why are we airing out this mistake? Isn’t itĀ embarrassing? It certainly is! Not much is more embarrassing that working on rebuilding a brand and making this kind of mistake. However, I know that ignoring it or trying to answer the questions months after the fact without acknowledging the mistake is an even bigger mistake.

We have fixed the glitch in the misconfiguration in our system, and we are going to answer all of the questions within the next 5 business days, including any new questions that come in during that time.

The good news is that this did not effect any of our shipping, ordering, or return processing systems. It was limited just to the product questions and general contact form.

New Watch Box with Patented Micro-Suede Cleaning Material

Tuesday, September 29th, 2009

Steinhausen has always prided ourselves on the craftsmanship of our products. In the beginning days of Steinhausen, the Classic designed by Ulrich Van-Heusen, was also decades ahead of its time. This year, we set out to bring back the spirit of Van-Heusen to the Steinhausen product line. Several new products are on their way for the holiday season of 2009, and this is a preview of perhaps one of the most impressive new products for 2009: The Steinhausen Watch and Jewelry Case with our Ultra-soft Cleaning Micro-suede material.

Dark Burlwood Watch and Jewelry Case

Dark Burlwood Watch and Jewelry Case

While research cleaning materials for watches, we uncovered something incredible! A material that was so soft and had incredibly cleaning properties. Dirt and dust are absorbed and wiped away by this material with no harm chemicals or moisture at all. Yet, the material is so soft and fine that it will never scratch the surface of whatever you may be cleaning. Of course, you’ll need to be careful if you are dusting off something with a thick layer of dust, but this material does wonders for even the thickest layers of dirt.

Of course, style is important, so we are bringing in multiple case colors (dark burl-wood and cherry-wood to start – We’re adding a Golden burl-wood in the coming months!) so you can have the watch show case you’ve always wanted. We all have personal preferences when it comes to our display cases. I’ll be writing more about color choices later and how Steinhausen is working towards providing greater selection than ever before.

Cherrywood Watch and Jewelry Case

Cherrywood Watch and Jewelry Case

While the new material won’t clean your watches and jewelry for you, it certainly will make it much easier to clean. You can use the pillows to even clean your watches. Also, it won’t shed fine grains like felt and other materials that leave residue on your watches and jewelry. The ring slots provide an instant quick clean on each ring when you place them in the slots. This is a surefire way to keep your watch and jewelry collection in top condition.

Coming Very Soon… What’s Going in this Case?

Thursday, September 24th, 2009

We’ve been looking at adding to our line of products for the 2009 holiday season ever since the Steinhausen brand came back under ownership of the original Steinhausen founding family. There are many new products on the horizon for Steinhausen this holiday season. Most of them will be available in the Holiday 2009 SkyMall, coming to airplanes everywhere in about one week from today.

The image below is not a new Steinhausen product by itself, but it will be the case for two of the newest additions to the Steinhausen line. As always, we spared nothing when making this packaging. The outside material is mind boggling soft while the inside material is our patented Steinhausen micro-suede material in traditional Steinhausen colors. Of course, the product inside will make your eyes sparkle, but that is going to wait for another blog.

New Steinhausen Case

New Steinhausen Status Bar

Tuesday, September 22nd, 2009

We added a new feature to every page for both our shopping website and our blog. The new sticky bottom bar floats at the bottom of every page now on both steinhausenonline.com and this blog. It provides you easy access to some of the most commonly asked for sections of our website: Customer Service, Best Sellers, Search Terms, and the contact page. We even put a link to our Facebook Fan page which is filled with some exclusive updates about specials, deals, promotions, and new products. Enjoy!

Steinhausen Status Bar

Jewelry’s New Best Friend Preview

Monday, September 21st, 2009

Since the Steinhausen name has come back to the family, we’ve been thinking of all the different ways we can improve the line of products we offer. One of the first things we realized was that every watch (whether a Steinhausen or not), gets smudged, dirty, or otherwise less brilliant than it should be.

We all choose our brands carefully, making sure we invest our hard earned money in a timepiece or jewelry that is going to last for years (if not generations).The regular day to day wear on a watch adds up over time. If you clean your watch with polishing substances, you run the risk of speeding up the wear and tear of your watch. However, if you don’t clean your watch at all, what’s the point?

Technology has changed much since the early days of Steinhausen. Today, we are pleased to announce our latest cleaning material. It is a specially designed microfiber that cleans with minimal abrasion on your finest watches and jewelry. The material is an ultra soft microfiber that easily attracts dirt and will help make your collection looking as good as new without the harsh chemicals or cleaning process that can leave your watches and jewelry worn down.

The below picture is a camera phone shot that we took while the product was being tested on a laptop… This cloth was not designed with a laptop in mind, but we quickly realized it does an excellent job with cleaning smudges, smears, and finger prints off our show room laptop! This ultra soft cleaning cloth will be available for addition to your watch collection before the end of September 2009.

Steinhausen Cleaning Cloth

Why Watch Winders are More than a Box with a Motor

Thursday, September 17th, 2009

To the serious watch collector a watch winder serves multiple purposes. Of course, a watch winder provides the convenience of not having to reset our favorite watches after we haven’t been wearing them for a few days or weeks. However, besides grabbing the attention of everyone we show our watch collection to, a good watch winder ensures the longevity of our prized watch investments. Keeping our automatic watches wound is precisely what the spring inside of each mechanical automatic watch needs to maintain accuracy and a long life.

Some automatic watches do not have the traditional mechanical movement. They charge a capacitor that operates a quartz movement. In the case of these movements, automatic watch winders provide the benefit of keeping you on pace with your busy daily schedule. There is no mechanical spring that needs to be wound to ensure the longevity and accuracy of your watch. Some may argue that this is a better choice in watch movement, but it really is just an alternative movement. Not better or worse, just different than a traditional mechanical automatic movement.

Mechanical automatic movements (which make up most of the automatic movements on the market) are kept in considerably better condition when wound according to the specifications of the movement inside your automatic watch. When purchasing a watch winder, be sure that the winder will wind both clockwise and counterclockwise and has an intermittent timer, unless you know for sure that your watch only needs to be wound a particular direction. Of course, most Steinhausen automatic watch winders offer 4 different modes of intermittent winding, making them compatible with almost every automatic movement on the market.

I’ll be posting more about winding your automatic watches in future blogs. Enjoy your watch collection!

Back in the Family

Wednesday, September 16th, 2009

There have been a lot of changes to the image of Steinhausen lately. We have redone the photography for every product. We have completely changed the look and feel of the Steinhausen shopping website. We have improved the availability of our customer service and technical support. We have improved the quality of our product, packaging, and shipping.

Where have all these changed come from? Especially with the current economic conditions?

In November 2008, Steinhausen came back to its original family when a distant relative of the Van-Heusen family purchased controlling interest of the Steinhausen brand and reestablished Steinhausen as it’s own entity: Steinhausen, Inc. His immediate request of the Steinhausen staff was to return Steinhausen to the family oriented business it had been 85 years ago.

We went to work on resolving outstanding customer service issues, improving product quality, and rebuilding the image of Steinhausen as affordable luxury. Servicing our customers is our highest priority, making sure everyone is treated fairly, responsibly, and quickly. We know that everyone always has a choice when it comes to building their watch collection, and we appreciate the patronage of each customer.

There are many more improvements on the way. Be sure to let us know we’re doing a good job or other things we can do to improve our products/service by leaving us a note or giving us a call (800) 208-2607.

Our New Blog!

Wednesday, September 16th, 2009

A lot has changed since Ulrich Van-Heusen created his calendar watch masterpiece in 1923. Steinhausen has transformed from a small watch shop in his hometown to a worldwide acclaimed watch company! Socially speaking, nothing like the Internet was even in the wildest dreams of anyone alive at the time.

The Internet has quickly become a useful tool for news, education, socializing and so much more. It it also tremendously useful for providing customers with easier and faster access to company, product, and order information. Today, the Steinhausen online marketplace provides customers with a single location where they can place orders, contact customer service, initiate returns/exchanges, rate products, see new products, and so much more. We are constantly adding features to the website and listening to feedback from customers on ways to improve the usability of the website.

We know that Steinhausen customers love their products. We receive phone calls and emails every week from satisfied customers looking to make another purchase or provide us with positive feedback on their investment in a Steinhausen product.

Our latest Internet improvement is this blog. To keep it as simple as possible, the Steinhausen blog is here to provide you with useful information for you to protect your watch and jewelry collection, whether you choose Steinhausen products or not. Enjoy.