How Randy Horgan Built a Watch Repair Empire with Trust & Tech

How Randy Horgan Built a Watch Repair Empire with Trust & Tech

From Bling Talks: Insights from the Jewelers’ World by Anthony Haddad

April 17, 2025 · 38 min · Season 1 · Episode 27

About this episode

Randy Horgan discusses building a successful mail-in watch repair business by prioritizing trust and leveraging technology.

This episode of Bling Talks is sponsored by Once Insurance! They offer simple, affordable jewelry insurance with a one-time payment for five years of coverage—no renewals, no hidden fees, and no appraisals needed. Perfect for jewelers and jewelry owners looking for hassle-free protection. Learn more at https://www.onceinsurance.com/ and see how they can help protect your valuables. In this episode, Anthony chats with Randy Horgan, President of Watch Repairs USA, a mail-in watch repair company that’s completed over 400,000 repairs nationwide. Randy shares how the business fills a critical gap left by traditional jewelers, offering trusted repairs for everything from luxury brands to vintage heirlooms—all online. They discuss the challenges of sourcing rare parts, managing expectations with transparency, and the power of great communication. Randy also breaks down their growth through SEO, paid ads, and the early role AI plays in content creation. His advice? Stay hands-on and focused on the customer. Inside This Episode: ✔️How a Mail-In Model Disrupts Traditional Watch Repairs ✔️Managing Customer Trust Through Transparency & Over-Communication ✔️Scaling a Service Business with…

People in this episode

Host: Anthony Haddad

Guest: Randy Horgan

Topics covered

Keywords

Sponsors

Once Insurance

Mentioned in this episode

Organizations: Watch Repairs USA, JewelryBox.AI

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