June 11th, 2014
Getting your iPhone, iPad, or Samsung phone fixed in Seattle may have just gotten easier for you. Our 3rd repair store in the Seattle area has just opened. It’s located in the heart of the South Lake Union district in a great space on the corner of Dexter & Aloha St (just 3 blocks north of Mercer Ave). Our hope is this space will be much more convenient for people living and working in South Lake Union area as well as those of you living on Capital Hill, Queen Anne, or coming from Downtown Seattle.
June 10th, 2014
JCD Repair of Madison
We’ve been undergoing some major changes at JCD Repair lately – all of them very good. I’ll be writing more about some of them in the future but the bottom line is that we recently received our first round of investor funding. The main goal of this new project is to expand our operations in the Chicago and Seattle areas. Our hope is to have 5-6 stores in Seattle and 3-4 in Chicago before the end of the year.
To make that happen we had to make a hard decision to sell our Madison, WI store so we can focus on the Chicago and Seattle markets.
March 25th, 2014
You might be wondering why a blog hosted on an iPhone repair site is writing about the opening of a grocery store in Chicago. That’s not what this post is about. Instead, it’s a short story about the man I met as I was leaving the store…
March 24th, 2014
Tags: career advancement
I own a own small business and have done a lot of interviewing over the years. I’m the one sitting on the hiring side of those interviews, and there is one question that gets asked by almost every person:
“What opportunities are there for advancement?”
I hate that question because in my business, like most small businesses, there’s basically everyone doing the day-to-day work and then me. That doesn’t leave a lot of room for pre-defined corporate advancement. Yes, we have big plans as a company and hopefully those advancements will be in place some day. But I’d like to suggest, even if that happens, there is a much better question to ask:
February 18th, 2014
A few months ago I wrote a post about why water damage repairs often fail. It also mentioned why we stopped offering liquid damage service. Since then I’ve been in contact with a few people and companies that have let me know the problem with most water damage repairs and how we could drastically improve upon our old process. So like Justin Timberlake might say, we’re bringing water damage back.
February 5th, 2014
Tags: Galaxy S Repair, iPad Repair, iPhone Repair, Warranty Policy
Exciting news: You now get a lifetime warranty on all work done by JCD Repair. And it gets better: this lifetime warranty is being retroactively applied to every device we’ve ever fixed. If you ever have a problem with the part or workmanship on one of our fixes, we will redo it for free.
You heard that right. JCD Repair is now offering a lifetime warranty on all the repairs we have ever done and will ever do.
January 31st, 2014
Tags: local marketing, Yelp
A few days ago I went to our Chicago Yelp page to find that someone had gamed Yelp and managed to update our company profile picture to a close-up of a young woman that has absolutely nothing to do with our business (we fix broken iPhones and iPads). It doesn’t even show her holding a phone. It looks like a Match.com profile picture.
January 29th, 2014
Tags: customer service
Great customer service is more than being nice (though that is important). Truly great customer service makes your customer’s life easier. It always starts with the question, “How can we make things even easier for our customers.”
January 17th, 2014
Tags: AppleCare, Asurion, Cell Phone Insurance, iPhone Insurance
Ten years ago I was introduced to the game of Texas Hold ‘em. I spent some time reading and studying the game and in most situations can hold my own. A big reason for this is because I understand “pot odds.” It’s a must learn concept for poker players, and it helps explain why insurance is a bad deal.
December 18th, 2013
Tags: customer service, employee empowerment
We recently received an email from one of our customers concerning his daughter’s iPhone which was rebroken. Our warranty policy does not cover phones that are dropped and broken again but we had a new employee working when he initially called us and he was told we would refix it for free. When he came in, the employee that actually helped him that day, a different employee, told him we don’t cover new damage. He was very upset and requested to speak to the owner.
That would be me.
Because of the confusion, I decided we’d make an exception and fix his phone again at no charge.
Then later that day he sent me a very legalistically worded email which included the following couple of sentences: