Fashion Clinics

London department store Harvey Nichols’ newly redesigned accessories floor – devised by London based architects Virgile + Partners – features a Handbag Clinic run by a local repair specialist. It offers repair and restoration services, such as cleaning or weather protection.

Aftercare is often the easily forgotten tool for brands. It’s how to cultivate a relationship and importantly, encourage brand interactions and store visits.

The majority of property companies invest little, if any at all, in service design. We believe they’re missing a huge trick. Not only will engaged customers purchase again but they’ll recommend you to their peers, a much stronger form of communication than any money can buy.

US fashion brand Coach's newly opened Fifth Avenue flagship in NYC is conceived as a temple to craftsmanship. As such, it includes two customisation areas – a Made to Order Rogue service, allowing customers to create a bespoke version of Coach's Rogue bag (offering one million possible variations)? and The Coach House Workshop, which offers monogramming and complimentary leather care and cleaning.

Based in LA, Italian tyre company Pirelli's first flagship store includes a concierge desk, where customers can arrange for their cars to be transported to and from the store for maintenance.


French luxury fashion house Hermes illustrates the idea of brands becoming service providers to the point of dealing with other brands' products to engender loyalty. Its September 2016 series of laundry popups. The Hermèsmatics – offered a complimentary scarf-refreshing service for visitors, regardless of the brand.

Idea Room is an initiative from Silk Road