Eye on Small Business: Customer service from the old school

Alfred Lupacchini must enjoy his job because he works for free.

Lupacchini, sole employee of Achilles Heels, works for his son, store proprietor Michael Lupacchini. Alfred Lupacchini supports himself with retirement benefits. Before going to Achilles Heels, he worked in the shoe and hotel businesses.

But this year will be his 28th and final year at the store, which opened in 1974.

Michael Lupacchini said he plans to sell the store in February. He is not sure who the owner will be yet. The lease ends that month, and he will not renew it. He plans to devote more time to his other ventures.

Until then, 81-year-old Alfred Lupacchini, who is a firm believer in customer service, will continue to man the downtown Harrisburg store in Strawberry Square.

He believes having loyal customers is more important than having many customers. He said he pays as close attention to his customers as he does to the shoes he repairs.

Lupacchini said about 50 people come into Achilles Heels per day. The store sells men's shoes, belts, bags and shoe accessories. Men's shoes cost between $59 and $129.

Some of the brand names for the shoes include Stacy Adams, Steeple Gate and Giorgio Brutini.

Last year, the store had between $135,000 and $140,000 in revenue.

Abel Smalls, one of Achilles Heels' customers, walked into the store one Wednesday afternoon to chitchat. The smell of leather and cedar greeted him at the entrance.

Smalls said he has been shopping at the store for six years because he likes Lupacchini's customer service and advice.

"He can make you feel comfortable," said Smalls, a Harrisburg resident. "He's from the old school."

Even other retailers in the area appreciate Lupacchini's work ethic.

"I know the service is great," Kristen Rettberg said about Achilles Heels.

Rettberg manages The Plum, an upscale clothing store for women. The Plum carries only women's clothing, but Rettberg has referred customers to Achilles Heels.

The Plum, around the corner from Achilles Heels in Harrisburg, has another store in Lower Allen Township.

Lupacchini said his store has many repeat customers who enjoy its small and personal environment.

"You give (customers) something for their money," he said, reclining comfortably in his seat. "And you don't turn your back on them."

While Lupacchini talked, a customer stopped by and asked him if he makes special orders for a size 6 foot. Lupacchini told the relieved man it wouldn't be a problem.

Achilles Heels charges customers about $6 for shipping and handling when making special orders. The store also repairs shoes bought there or from another shoe retailer.

Achilles Heels is open 10 a.m. to 6 p.m. Monday through Friday, 10 a.m. to 5 p.m. Saturday, and is closed Sunday.