We've come a long way since 2014 where I was working from a garage and handling every aspect of the business myself. Trying to juggle customer service and a craft that demands a high level of detail was always too much, usually leaving customer service as an afterthought. Since our jump to a brick and mortar shop in 2019 and hiring Caileen as a manager in 2022, we have invested a lot of time and money improving everything from our website and social media presence to customer interactions and the mail-in process. We feel like we've hit a sweet spot in achieving a great customer experience and exceptional shoe repair, and our prices reflect that.
Over the last ten years we've seen a dozen resolers come and go. Mostly one person operations that are trying to manage everything. And while that's fine and that's how Valley Shoe Repair began, it only gets you so far. At some point, to provide a really great service, the cobbler needs employees to handle customers and manage the business. We've done exactly that and its given me space to fully pursue my craft and consistently put out some of the best climbing shoe resoles in the world.
Our goal for the next ten years is not to compete with the bigger operations doing hundreds of pairs a month. Instead, we want to niche down, focusing on customers who value exceptional craftsmanship and provide warm and engaging customer service. Working on a lower volume of shoes will allow us to continue our strict quality control standards, with the added benefit of a 4 week or less turnaround.
I recognize a lot of names on this email list, some of you going back all the way to the beginning and I can't tell you how much your support means to me. I know I am asking for a lot of your hard earned money but I deeply believe we are worth the cost and hope you stick around because we're just hitting our stride and things are gonna keep getting better.
And most importantly... So&So the shop dog is doing well! He is about 16 years old now... so every day he has a new weird bump or lump, but we love him and he is still playful and enjoying life!!
Let us know how you're doing! Send us a photo through email or on Instagram showing us your latest adventure. And hey, if you haven't been out adventuring, that's just life sometimes! We hope you are finding health and community wherever you are.
Come visit the shop next time you're in Joshua Tree!! We'd love to see you.
Dave
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