When I brought my damaged suitcase to a new shoe and luggage repair store, I didn’t expect to find a marketing lesson in customer service and pricing. I’m so glad I didn’t read the online reviews first. They were terrible.
The owners, an older Asian couple who spoke broken English looked carefully at the damaged handle on my bag. As they examine the damaged handle, the air smelled of a toxic glue that was biting. I can’t imagine working all day around that smell. But the husband and wife came from behind the counter to greet me and to ask what I needed to be repaired? They were kind and courteous.
They scrutinized the handle. The couple spoke privately, and then they told me that they could fix the handle and make it better than new.
We will do such a good job that we will charge you a lot of money for the work, but you will tell your friends where to get their shoes and luggage fixed.
You don’t often see a bit of bravado in this situation, but it made me smile. I had to pay in advance for the work, and it did cost more than I expected. But I loved their confidence and the pride in their faces.
Fortunately, the work was superb. The repair was better than new.
Low Ratings on Google
When I got home, I checked their ratings and online reviews on Google, they were average at best. Several people complained about their experience, paying in advance and the high price. Some were turned off by an attitude.
I’m glad I didn’t read these reviews first, but they didn’t align my personal experience.
These harsh ratings confused me but I know what my experience was and I know how unhappy I had been with the last shop I used to use. (they went out of business, twice).
I also know that some people who write negative reviews can be looking for a fight, something to complain about or are difficult to please. I love reading reviews of the reviewers, to help me gauge the relevance of what they say.
Sometimes the experience of others isn’t the best judge of how you’ll feel when you have work done.
The owners of this repair shop have been fixing shoes and luggage for a long time. I’m paying for an expert to get a job done, and I admire that they are smart business people to charge what the work is worth, get paid upfront and had pride in their craft.
They don’t have a website which I find oddly hip and very trendy.
Need to get some shoes fixed or a bag or suitcase repaired? Check out this shop tucked away in Quail Corner Shopping Center, 1300 E. Millbrook Road Raleigh, NC 27609. The owner is Mr. Seonglim Yang. Just don’t read the reviews.
Don’t complain to me if you are unhappy. Bring a smiling face along with your broken shoes or bags. My experience was flawless. Can you handle a better experience than the reviews you read?
Want to read more on this topic? Check out this NYTimes article that my friend shared with me after I posted my blog. It makes the same point.
Are you trying to repair your marketing? You can set up a time to chat with me about your marketing challenges using my calendar. Email me jeffslater@themarketingsage.com Call me. 919 720 0995. The conversation is free and we can explore if working together makes sense. Try my new chat feature on my site if you have a quick question.
Photo by Mantas Hesthaven on Unsplash
