It was clear that the ideal solution would involve being stationed in one spot on any given day - but ideally indoors (in the warm!), and even closer to our City worker target customer. Market research indicated that 76% of people don’t get their phone repair within six months because it’s too inconvenient to get a repair usually (travelling to the high street and mail-in options are too much hassle), so we had to support consumers to overcome convenience-based barriers to repair.
Our solution: the workplace repair clinic - versions of the our Spitalfields Market repair stall that popped up in large workplaces across London.
We struck partnerships with over thirty of London’s (and the world’s) largest workplaces to run our repair clinics, staffed by our young technicians, on a regular basis including Barclays, UBS, Deutsche Bank, River Island, The US Embassy, Ministry of Justice and many more.
Repairs were completed on the spot in under one hour and customers didn’t even have to leave their buildings to access a repair - we were down in their foyer, reception area or cafeteria ready to fix. Workplaces promoted our service through their internal communications channels, which drove significant numbers of bookings.
58% of our customers access our service on the basis that we were the most convenient repair service available to them. This is one of our proudest commercial successes; most customers chose us because of the quality of our service provision (and not through charitable sympathy or altruism).
Our service was growing into more offices month after month, creating new opportunities for our young people - until coronavirus hit.