Custom Cobblers' Heel and Sole Connection

I do feel it is important for business owners to hear feedback from customers as it can only help us to serve those who utilize our shoe repair shop more effectively. I understand this customer felt she was treated unfairly, however, it is our position that we were attempting to do our best to...

satisfy our customer’s needs. A woman called our shop during working hours. I don’t recall the date. My partner, and son, Nathanael, answered the phone, “Shoe repair.” She then inquired about her sandals. He requested her ticket number in order to help him find the sandals more expediently. She did not have it. She provided her name and he proceeded to look for her sandals. I would like to explain the system in a cobbler shop. We provide a ticket for each service. We work on the shoes, sandals, boots, purses, coats, bags, backpacks, golf bags, belts, etc., on a first come first serve basis. We are a volume-based business. Many items come into and go out of the shop every day. Our shelves are organized to turn over. The ones in the front take in the items. They move to the back shelves each day. The shoes move up the shelves each day so that we can make certain we are doing the jobs in a consecutive fashion. Once the job is completed, the items are moved to the “done” shelves, which are numbered. Each ticketed item is placed with the last number on the ticket matching the number on the shelf.  This helps us to more easily find items when customers come pick up their goods. We do not alphabetize our shelves. We go so far as to ask our customers to take a photo of their part of the ticket with their phone so they will not have to worry about losing the number. Most are happy to comply. When items are brought in it is our policy to let people know that we will always call them when their goods are ready to be picked up. This way they do not have to worry about stopping by or calling. We have a policy, a sign, indicating this, hung just behind the counter. We cannot always answer the phone although we try to do so as often as possible. When we have the machines running we cannot hear it. When we are in the middle of a delicate sewing project, we cannot let go of the material or we risk snapping a needle or damaging the material. When we do answer it, it is always with the intention of helping our customers to the best of our ability. In this case, Nathanael answered the phone, she did not have the ticket number, and he still took the time to find her shoes. When he found them, he told her they were in the queue, but not completed yet. The woman on the phone became irate and started yelling at him that he promised her they would be done in two weeks and summer is almost over and she wants her sandals back. He replied, “Ma’am, I’m sorry they’re not done yet, but we’re a volume-based business and we have hundreds of shoes in the shop.” She replied to him, as he told me afterward, that he “sounded like he was in a bad mood.” He said, “No, Ma’am, I’m in a good mood and your shoes are coming up to be fixed soon.” She continued to yell at him, “You promised me two weeks! This is terrible customer service!” He said, “I’ve got to get back to work now Ma’am. If you want to pick up your sandals before they’re fixed and take them somewhere else, you are free to do that. There are other cobblers in Madison if you prefer, but they’re in the queue.” She kept on yelling. He replied, “I’m going back to work now. Please come pick up your sandals. Good bye.” He disconnected the call. She called back and I answered the phone. “Shoe repair.” A woman answered, “Are you the owner?” “Yes, I am one of the owners.” “Well, that man I just spoke to was rude!” “No, he wasn’t. You were yelling at him. I could hear you. I was here and I heard the entire conversation. I answered the phone this time to let you know you may come pick up your sandals.” She replied, “My husband is a police officer!” I was startled. The statement was out of the blue. I asked, “Are you threatening us with your husband, a police officer? We love the police! We have a photo of the K-9 Unit on our wall.” “Well that’s good you love the police but he’s a police officer and I want my sandals back.” “Ma’am, I’m happy to give you your sandals back, but I want to clarify for you that we have a sign on our wall, clearly stating that all items will be returned within eight weeks of receipt. It’s on the wall.” “Well he told me two weeks.” “I wasn’t there, but I’m sure he didn’t promise you two weeks. We don’t promise anyone two weeks. We may say, depending on volume, they might be done sooner, and we’ll call you when they’re done, but we never promise two weeks. The sign clearly states our policy. “I’m not sure what your trying to do, but I already told you, you may come pick up your sandals. Better yet, have your husband come pick them up. Since you’ve threatened us with your husband, we have no intention of working on your sandals. Please come get them. Good bye.” I disconnected the call. We did not hear from her again, or her husband, until receiving your letter. Her sandals are bagged and ready to be picked up. We, in no way, threatened or intimidated her. On the contrary, she threatened us. We have no grudge and intended no harm or disrespect. It was our intention to complete her sandals in the order in which they were received and to help her when we answered the phone. When people bring their sandals to us during the summer, they should not expect them back in two weeks. Imagine what happens to the shelves in June and July. We are inundated with sandals. We are still working on sandals from several weeks ago. Sandals are not the only items that come into the shop for repair. Most of our customers are understanding and realize that cobblers are very busy. Most do not expect expedited treatment and most customers appreciate the service we provide. We did not contact her, since her sandals were not yet done, and we have no intention of contacting her in the future. She never asked our names. I would have been happy to tell her mine and Nathanael’s. She knew we were the owners. Our LLP is also hung in the lobby. If she wanted our names, all she had to do was ask, or look us up. We have no intention of taking time away from working on the shoes in the shop and disappointing our other customers who are waiting for their items to be completed to box up, address and take her sandals to the post office. Her sandals are waiting for someone to come pick them up.  Sincerely,  [redacted]Owner/Operator