Most know my commute to work is on an airplane. I fly a LOT. More than what seems a reality.
About five years ago, after going through two sets of cheap luggage in a year, a fellow road warrior suggested I buy Tumi luggage – as he used it and never had to go through a replacement, just some minor repairs from time to time. I looked into it, and after saving up, bought a carry-on bag. I had spent 1/3 of its cost on the two bags I had bought that year, so it was easy to justify the cost.
That bag has turned into my best friend. I know exactly what to expect from it, including how many days I can pack into it. It’s really an incredible bag.
Occasionally, as my friend said, it needed repairs. A plastic piece here and there. A wheel. A zipper issue. No biggie.
Last week, when I flew home from Miami, I noticed the zipper was becoming more and more chewed up. And, the bag was coming apart at that zipper area. Time for repair.
I visited the local Tumi store the next day, assuming that I could have it repaired there. Well, without going into a lot of detail, I was more than disappointed with the process to get my bag fixed. But, what I didn’t know, is that the real process was not communicated well to me. It was more than frustrating. I was told by the local store to contact corporate to get my bag fixed. I did. I also posted my frustration on Twitter. I quickly heard back from Corporate, and the situation was (almost) immediately fixed. Exchange below:
The next day, I heard almost immediately from a District Manager. She was AWESOME and blew me away with her pursuit to fix the problem, and she did it in NO time whatsoever. Thank you!! :)
My expectation: To get my bag fixed.
Tumi’s expectation: To right a wrong and take care of a rabid Tumi fan
They did just that. I can honestly say that in today’s marketplace, Customer Service can win or lose the game. Businesses and people are not perfect. We/They/I make mistakes. BUT, it’s the way you respond to those mistakes that makes you shine. I used to say that all the time when I had a team of people working alongside me in my business. It’s true. And it was true in this situation.
If you are looking for a great piece of luggage, that can weather an intense travel schedule, and an incredible company with high standards behind it, look no further to Tumi. I’m glad I did five years ago, and am still glad today.