Too often, a company will post an insincere comment about how they value their customers’ feedback, etc., but in reality, when you offer your opinion or suggestion, you get an apathetic “Uh-huh, OK.” in return.
At Marcopoloni, we want to let our customers know that we really DO listen, and DO take your feedback seriously! Here are just two examples from this week of how your feedback helps:
Case #1 – the Aching Shoulder
A few days ago, a gentleman who had purchased our Storia Leather Messenger Bag called to tell us how he absolutely loves his new bag.
“Do you sell a matching leather shoulder pad to go on the strap?” he asked. He carries a lot of things in his bag, and with a 1.5-hr commute, his shoulder can understandably get pretty sore. I had to tell the gentleman that unfortunately, Dionigi (the folks in Italy who make the bag) currently does not make any leather shoulder pads, but I thought it would be a great idea, and that we will see what we can do about it.
So I told Daniele about this exchange, and he has initiated a dialogue with Dionigi to discuss a potential new product design. Now, it’s not like we would have a new shoulder pad to offer anytime soon – these things take quite a while to plan, design, model, test, and produce – but it is an exciting project nonetheless. I hope to some day be able to call our Storia owner with some good news.
Case #2 – an Elderly-Friendly Coin Purse
This morning I took a call from a nice woman needing to return Gianni’s Tacco leather coin purse that she had purchased for her father. “The coin purse is beautiful, but it’s just not going to work for my dad,” she said, sadly. Her fear was that without a solid wall to stop the coins from spilling, her father, at 91 years old, may tilt the coin purse too far and the coins would all fall out.
This made sense to me … the coin purse she had purchased does have a soft lip that helps prevent the coins from falling out, but I can see how she would be worried for her elderly father. In fact, we had evaluated a few of the high-walled coin purses in the past, but decided against them because our Tacco coin purse was so popular, and we saw no need to offer an alternative. I immediately discussed this case with the team, and we all agreed that thanks to this kind woman who took the time to explain all of this to us, we now see a clear reason to carry the high-walled coin purse. I hope she will check back with us soon!