Why can't more businesses be like Frogs and Pollywogs? I'll explain.
Most of you have seen me in my Vibram Five Fingers, the funny-looking gorilla shoes that make everyone point and stare. I bought them at REI in Portland. Great service, great experience and a great guarantee.
I tried to buy them in Corvallis. I've bought shoes in Corvallis several times before, and after reading Born to Run, I started asking around in Corvallis at the various shoes venues if any of them carried, or planned to carry the VFF's. Each location (I checked with 3) informed me they were too weird for our market and said they don't, and probably won't carry them.
So I bought them at REI, a store I really, really like. They make everything easy.
Fast forward to my totally rad experience today with Celia, the owner of Frogs and Pollywogs. Frogs and Pollywogs is an independent toy store in downtown Albany. Incredible store- great merchandising, awesome selection of high quality toys, and really great service. As a guy, one of the things I love about her shop is she offers complimentary gift wrapping with every purchase. That is awesome when you're either 1) a guy or 2) a guy on the way to a birthday party with kids in tow.
During my lengthy chat with Celia, the Fed-Ex guy dropped off a package from Amazon.com. I said, "sweet, you've got an Amazon delivery (smile)". Turns out, a client asked if she carried a toy item that she didn't stock, so she had ordered it from Amazon, unbeknownst to the client.
The reality for retailers, is most distributors or manufacturers have minimum orders that make it hard for them to stock everything they'd like to- too cost prohibitive. But rather than Celia telling them no, she instead told them she'll get it for them and have it ready for pick up in 2 days. The client never new she bought it off Amazon. Her perspective- why send the client searching when she has the power of Amazon to satisfy her clients needs?
Sourcing a product from Amazon.com didn't cost Celia anything. Of course she didn't make a profit on the transaction, but what's the economic value of a satisfied and loyal customer?
Why couldn't one of the stores in Corvallis done the same for me? They could have bought three sizes of Vibram's from REI, invited me to the store once the shoes came in, sized me, and then sent back the pairs that didn't fit. REI's return policy wouldn't have cost them much at all. Yet these same stores spend hundreds or thousands on traditional media advertising. What's more impactful?
Apparently this wasn't the first time Celia did this- it's a semi-regular occurance. Ultimately, she does whatever she can to satisfy requests. It's no coincidence that Zappos.com came up several times in our discussion. Celia's business has a number of similarities. Let's all pause and take a note from Celia.
Check out Celia's website www.frogsandpollywogstoys.com and swing by her store some time to meet her. (She's got kids- generally you'll find her there between 11 and 4)
Why am I so shocked and amazed by this level of service though? Shouldn't this be the norm? Everyone has access to the same tools, no?
