We were lucky to catch up with Adam Buczyna recently and have shared our conversation below.
Adam, thanks for taking the time to share your stories with us today Can you share a customer success story with us?
One of my most recent customer success stories has been one of the best I’ve experienced since starting.
A new customer purchased an item from us that would help him complete an action figure he was modifying and customizing. After the purchase he shared that due to being sick, these projects have helped keep him busy through a difficult time. To quote him, he “found peace and happiness in this hobby that no one could take.” I shared with him that it was my late father’s dream (and now mine) to run a toy store and it is a way for me to keep his memory alive.
Since then, we’ve maintained a healthy communication. He provided pictures of his completed figure and even featured my company logo in them so I could share on social media.
This will forever be one of my favorite customer experiences. Hearing the joy that our customer found in this hobby is unbelievably heartwarming. It’s the same joy that I saw in my dad, especially when he was fighting cancer. It’s that happiness that he dreamed of helping others find as well. This helps to remind me that my toy business is the perfect way to honor his memory. The fact that I could help bring happiness to someone even during a hard time… that’s a success I’ll always cherish.
Awesome – so before we get into the rest of our questions, can you briefly introduce yourself to our readers.
Memphis Emporium is the culmination of a dream I inherited from my late father. When I was young, he often spoke of his wish to one day run a toy & collectibles store. It’s through him that I discovered the joys (and sometimes frustrations) of collecting. Sadly, he passed away from cancer when I was twelve.
During college, I started searching for another way to help pay for some of my expenses. Thankfully, I was fortunate to have some of the toys & collectibles my dad had picked up over the years. He had invested in these on the hope that he could one day realize his dream. Although sales started off slowly, I discovered that more customers were interested in specific parts instead of the whole package. By splitting up sets, items sold a lot faster. This was a big hurdle to get over though, because my dad always taught me to keep everything safe and in package to retain value. It was my future wife who had to open the packages while I stepped out of the room. I just couldn’t get myself to risk damaging these collectibles that had been with us for so long.
As Memphis Emporium continued to grow, I was able to diversify our product offerings. We now stock a wide range of toys & collectibles including LEGO, Funko, Marvel toys, and others. We have also found a niche in selling individual parts and pieces, also called custom fodder. A big part of our clientele are adult collectors who are looking to modify & customize their collections.
I chose the name “Memphis Emporium” due to the movie “Mr. Magorium’s Wonder Emporium.” It’s a movie that wasn’t extremely well received by critics, but it definitely left an impact on me. The movie centers on Mr. Magorium, who runs a magical toy store. It’s revealed that he’s dying and has decided to leave the store to his only employee (portrayed by Natalie Portman). He wants someone he trusts to keep the magic alive, so she can continue to bring joy to the world. It’s a movie that really motivated me, especially due to some of the similarities.
I’m most proud of our customer service. I’m a big collector myself and my wife and I even have a room dedicated to our LEGO city. I do my best to treat customers as I would like to be treated when making a purchase. I apply this to our products as well. Being a collector, I’m very mindful of our product listings and am sure to highlight specifics: good and bad. I’m also very meticulous in terms of packaging and shipping items to ensure that items make it to their new homes safely. I welcome customers to send us wish lists of items they are looking for. I find a unique joy in helping others find an item to complete their collection or that last piece that helps them complete a figure they’ve been working on. I believe that maintaining these relationships with our customers is what has helped us stand apart. I’m so thankful to have such a wonderful array of loyal customers.
What’s been the most effective strategy for growing your clientele?
My most effective strategy has been making a connection with our customers, even in an e-commerce setting. It’s so easy to shop online nowadays, that you can buy practically anything and possibly have it at your doorstep in a few hours. You don’t have to leave your home or socialize with strangers. But I think that a lot more people miss the social aspect than they admit. In the collectible industry especially, you want to be able to share your collections with like-minded people. For those who customize, you want to be able to display your hard work.
Customers have so many options when it comes to purchasing a product unless they are hand-made and unique. That’s why I think it’s imperative to create that relationship and build loyalty. I regularly ask customers if they have a wish list they’d like to share with us. In college, I worked at Brooks Brothers (higher end clothing retailer) on commission and realized very quickly this was the way to grow any clientele book. You take the time to become knowledgeable of the product and to care about your customers’ needs. I’ve worked hard for the business to be the “go-to” when it comes to buying parts & accessories. For me if I’m looking to buy a product, I would rather go to someone who shows they care and know about the items they’re selling.
Lastly, I cannot stress enough the need to always try to be professional and courteous. With today’s environment, it’s extremely easy to forget how to treat each other. Since we’re not communicating face to face, there’s always a chance that things are said that normally wouldn’t be. Emotions and frustrations can run high when you have a difficult encounter, but I’ve never been able to solve an issue by responding in kind. This is not to say that you should let others take advantage of you, but you learn to become more tactful during these situations.
We’d love to hear your thoughts about selling platforms like Amazon/Etsy vs selling on your own site.
When I first started Memphis Emporium, I sold on both Amazon and eBay but my focus has been with eBay. This year I’ve spent a lot of time building a website through Wix and have enjoyed it. I’ve also recently expanded onto Mercari for certain categories. However, if given the choice I would prefer to have my own web page. There are pros and cons to both though.
The analogy I use when comparing platform selling vs. an independent site is “renting vs. buying.” I began selling intermittently on eBay in 2013 and have had a storefront for years. The company is always making changes to their platform and sometimes that’s not always a good thing. You have to constantly deal with the “parent” company and adhere to their rules. Most of the platforms also have extremely high fees that cut into your profits. That’s a big point to consider when deciding to sell on a platform. The tradeoff is that the platform offers somewhat of a safety net when troubles arise. There is someone to reach out to and potentially step in if there is an issue with an order. Platforms also now collect and remit sales tax, which makes it easier for your accountant. The other pro is that once you start selling on a platform, you are instantly exposed to a large pool of clientele that already shop there. You’re basically tapping into their credibility, instead of having to create yours from the ground up.
When it comes to having your own site, there isn’t the luxury of having that company come in and help you with potential order issues. If you use a website builder, they are mainly there to help you build your site. Much like buying a house, you are responsible for the upkeep and maintenance that is required to keep your website fresh. With that said, the fees are usually a lot less and you can use that extra savings to prepare for when problems do occur. Ultimately, I prefer this method because I have a more vested interest in the success of my business than platform companies do. Having my own site puts more power in my hands while allowing more freedom to do what I want.
Contact Info:
- Website: www.memphisemporium.com
- Instagram: https://www.instagram.com/memphis_emporium/
- Facebook: https://www.facebook.com/Memphisemporium/
- Other: https://www.ebay.com/str/memphisemporium
Image Credits
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