I am Yoshida, president of Yamada Shusei Ltd., a professional apparel clothing repair group in Nagaoka City, Niigata Prefecture.
Sometimes the person in charge of the work says, "This can't be fixed. What I do is to first go to the location where the product is located and listen to what the person in charge of the operation has to say. Next, I reconfirm the information on the receiving slip. Then, I look at the goods again and draw my goal image. Finally, I contact the client, inform them of the situation, and discuss remedial measures.
The goal image has two meanings. One is the image of the finished product itself. The second is the image of how the client will communicate with the recipient as a result of our work.
In the case of repairing, it is different from BtoC "fixing. Whether or not the work is "beautifully fixed" is not necessarily equal to "whether or not the client thinks the work is worth paying for.
Even if the fix is not satisfactory, there are situations in which nothing can be done, and situations in which we have to do the best we can with the best we have to work with.
However, since we do not always understand the circumstances behind a product in the field of repair, the field tends to basically think in this way.
Fixes nicely = worth fixing
Not a good fix = not worth fixing
Of course, there is nothing better than a clean fix, and it is quite natural to feel uncomfortable when someone says, "It's fine" if the work is not fixed properly.
Even so, I believe it is important not to give up before the client does.
If an apparel emergency hospital says, "We can't do it," not only will the life of the product be lost, but also the creator's passion for bringing this product to the world will be wasted.
Even if the repair is not physically possible, we do not immediately assume that the product is beyond repair.