- It would last a really, really long time before anything broke, ripped, or didn’t work
- It would be easy to get it fixed, if I ever had to
- These people really care about their customers
- Briggs & Riley makes expensive and well-crafted bags
- They guarantee the bag for life and will repair the bag for free
- They make it simple to get the bag repaired
- They honored their promise—fixed my bag and sent it back to me
- When someone buys one of our bags and registers it (with the serial #, etc.) I would send them a hand-signed thank you note from the CEO/President, welcoming them into the B&R family and inviting them to join our customer exclusive club
- Our club would offer travel tips for the seasoned road warrior, packing tips etc.
- Every holiday season, we’d send a small gift (like B&R luggage tags) to the members of our club.
- If someone came to our website to report a damaged bag, we’d have them fill out the form but the email confirmation/reply would outline what they should expect, in terms of time frame etc. It would also offer a sincere apology that they have to be inconvenienced by not having their bag.
- We’d have a suitcase loaner program. No one spends that kind of money on a suitcase unless they travel a lot. We’d offer to ship them a clean, used bag to use while theirs is in our shop. All they’d have to do is pay to ship it back. (I doubt very many people would accept this offer . . . but the gesture matters)
- When their bag arrived at our repair center, we’d notify them that it had arrived and give them an estimated date for the return of their bag.
- Sometime during the repair timeframe, we’d send them a funny video about their bag recovering from its surgery and as soon as it was released . . . it was headed back home.
- In the box with the returned bag, we’d send them a thank you note from the repair team, thanking them for their confidence in Briggs & Riley and apologizing again for the hassle.
- In 30 days, after the bag was returned, they’d get a letter from us, asking if the bag is now performing to Briggs & Riley standards.