Today I got an e-mail that said: “you guys are still the best… customer service, literally like calling a friend and then of course you sell the most awesome bags!”–I couldn’t ask for a better e-mail to start my Friday. It embodies exactly what we are trying to do: treat everyone like we would treat the people that are important in our lives because our customers are important in our lives. And the other part, “the most awesome bags” is a tribute to the artisans that we seek to support. They do really amazing work.
Emi and I try to focus our efforts on customer service a lot. We try to do it because we think that customer service is the most important business function. This is where we get to know customers and develop long term relationships. Although customer service means dealing with all the headaches, if we weren’t the ones dealing with them how would we ever find out about the pain and joys that our customers experience?
So here is a little bit about one of the people who started Marcopoloni and, ten years later, is here to address your needs. I, Daniele, love computer programming, but dealing with problems that don’t have very easy solutions has really helped me think outside the box. Here is a photo of me trying to market products without a marketing budget:
Can you recognize the bag? Since we now show every Santarelli leather briefcase that we have in stock, if you can identify the exact bag that I am holding I will give you a big discount on that very bag. That’s if it is still available, of course.
I just recently published a post about our intention to carry Maledetti Toscani shoes and we have already received our first inquiry for Maledetti Toscani Women’s Shoes, with a focus on boots. There is a number of boots included in the Fall Winter 2014 Collection but we can’t get them all: I so wish money were no object!
Our first inquiry resulted in the customer expressing interest in a most classic pair of boots: the model 6903. We are not planning on buying this for this summer, but we will probably have it for the fall.
The Maledetti Toscani Boots labeled with product code 6903 are very classic but stand out thanks to the uniquely high quality leather and somewhat rugged personality. The result is one cool pair of boots. If you like them let us know as we can pre-order them for you. We need to know your size and color preferences (assuming that we will offer a choice of colors) and that you are willing to pay a non-refundable deposit.
Last year Dionigi began working with Maledetti Toscani and introduced us to a wonderful new company. Maledetti Toscani seems to be a perfect find for us: first, they believe in authentic artisanal production, truly 100% handmade in Italy. They even gave us a presentation showing us how companies can profit by outsourcing production to China and India, and then followed up with a video of the working conditions there and a pledge that that’s not what they’re about. Second, their products are very high quality and inspiring; they also fill a void in our lineup. And, third, they make amazing-looking shoes that are very appealing to us and to many of our customers.
Over the last few weeks we have been examining the Maledetti Toscani catalog with a fine tooth comb. Unfortunately, we got excited about too many products and we cannot afford them all. So we have decided to focus on a small subset of their kids, women, and men’s shoes. I do confess that the shoes that we want for ourselves and for our kids this summer made it to the top of the list and we expanded the order from there. We weren’t entirely selfish and had to sacrifice a lot of shoes that we wanted with the words: “we can get those for fall.”
The Maledetti Toscani leather shoes are, in our opinion, the perfect mix of superb leather and of design for the way people live today. They seem to be a wonderful complement for the clothes we aspire to buy and for the overall style that we seek. They go great with Campomaggi bags, we are sure, and they go even better with Maledetti Toscani bags, which we plan on buying later this year.
The Spring/Summer 2014 collection has shipped from Campomaggi this week and we should receive it early next week, just in time for spring to arrive, which seems a more appropriate time to introduce a spring collection than, say, December.
As always, we think that we have focused on the good stuff–bags and accessories that we will be happy to stock for years. If you are a fan, prepare to have access to some wonderful Campomaggi bags with the Marcopoloni service attached. If what I just said means nothing to you, then you might be missing out on an experience. We believe that you cannot sell one-of-a-kind bags as if they were manufactured products that sit in boxes on a shelf.
So we are gearing up to present each individual bag so that you can choose the ones that you like best. This is a lot of work but it stimulates a discussion with our customers that ultimately results in our customers feeling more special and liking their bags even more.
Wow! I got my work cut out and so does Emi… Better get to work!