An Interview with Abby Carter, Operations Manager

Abby, you’ve been with The Clinic from the beginning. Could you imagine then how big the restoration market – and the business - would become?

Definitely not! It has been such an amazing journey and I have loved every minute of it.

I initially joined the business eight years ago as a Sales Consultant, processing the smaller mail order service we offered at the time. However, demand soon increased beyond that capacity and only a few months later we our launched first flagship retail store in Chelsea. So, to be here now with 4 UK stores, 3 international franchises and a team 10x the size, it truly has been a rewarding experience.

The growing market and the changing attitudes to fast fashion has also led to more opportunities within the business. Today I oversee the full restoration side, managing all its operations including The Clinic, Logistics and Customer Service.

What drew you to The Handbag Clinic?

I knew this was a unique and modern concept, and let’s be honest…who doesn’t love designer handbags? Working for a young, entrepreneurial business has always been a desire of mine, as there’s always a lively energy. So, the idea of this, teamed with a passionate female founder was a no brainer. Our CEO Charlotte Staerck has such a drive for sustainable fashion and of course a love of handbags, and I just wanted to be a part of it!

What does it take to become a Master Artisan?

At a minimum, a passion for the creative and keen eye for detail. However, we offer starting positions for all levels of experience. We have taken on apprentices with no experience to more experienced graduates who are looking to bed their newfound skills into an exciting career.

All our Master Artisans undergo our industry-leading in-house training program where, throughout their first 3 years, they will work with our Training and Development Artisan, finessing their skills and learning the craft of every service we offer. From there, they have the opportunity to specialise in certain areas. We currently have dedicated specialists in Exotic, Hermes, Chanel, and Colour Change restorations. Seeing the artisans grow and develop their skills within our Clinic is something that I’m most proud of. We definitely have an amazing team!

The Handbag Clinic doesn’t just restore designer bags though?

No, at The Handbag Clinic we breathe new life into an array of items and not just handbags. This could be shoes that need a new spring in their step or accessories such as belts and purses that have seen better days. We also restore jackets, luggage and vintage items whether they are designer or non-designer. Our restorative skills can be applied to anything leather. Over the years, I’ve witnessed the team restore antique gun cases, dog carriers and even a full leather backgammon board!

While The Clinic restores over 700 bags a month, there’s certain to be one restoration that you found most rewarding. Can you tell us more?

As much as I love seeing some of the most iconic brands brought back to life, the most gratifying are the more unique items which carry sentimental value. One really sticks to mind, a vintage suitcase which survived WW2. Belonging to a client’s late father, they wanted to have this restored to use as an ornamental piece in their house in honour of their father. Of course, our Artisans couldn’t wait to help, and the results were amazing! The client was overjoyed. That said though, all our restorations are rewarding as no matter how big or small the job may be, we are making a change and supporting a more sustainable future.

What would you say are the most challenging repairs to undertake?

One of the most challenging is a full Vachetta replacement on the Louis Vuitton Noe. This consists of many intricate pieces that are all cut, crafted and hand-dyed to match the current patina. An Artisan will then sew each piece onto the bag in a specific order to transform these classics. It’s a challenging and long process but definitely worth it for the transformation. You can watch a full ASMR video to see how this is done on our YouTube channel – it’s the most satisfying one in my opinion to watch. Other than this, hardware can also be challenging. When hardware breaks, it often requires replacement and matching these can be more difficult than assumed.

How often does The Clinic see DIY bag and shoe restorations gone bad?

I wish I could say rarely, but it does happen quite regularly. We are always happy to help where we can. If it is an attempted leather restoration, it’s vital a client tells us what they have used as this will determine if and how we can reverse the work. We will always aim to manage expectations, and in some cases, the DIY job may be irreversible, but this is rare.

One DIY repair we see frequently is super-glue being used on tears and damages. Super glue cannot be removed, and often creates a much bigger problem with a higher expense. It may seem like a quick fix but will certainly leave you with a bigger issue.

Our advice is, when it comes to luxury, its always best left to the professionals but if you do want to try yourself our team are always happy to advise you on this.

And, finally, if you had to give just one top tip on how to keep bags looking there best, what would it be?

Proper storage! Most damage we see come into The Clinic is avoidable and often a direct result of poor storage.

The most common include mould growth, dye transfer, defective shape, and edging issues. Bags should always be stored stuffed, in a protective bag and in room temperature environments.

If a bag gets too cold, it is likely to grow mould leading to staining and odour issues which are very challenging to remove. Or if a bag gets too warm, it promotes a humid environment where the finish is easily transferred to another item, or its wax edging will melt and cause staining.

If you want to keep your luxuries looking lovely, then give them the same love when not in use!