Category Archives: customer service

The Paper Bag Experience

I can remember going into our local community grocery stores at Martin Cheek’s or Alexander’s Grocery and shopping for a quick “go to item” and coming back to the car with item in tow tucked inside a paper bag.

Easy tuck under your arm… carrying a paper bag

My memories of helping my mom carry in the groceries from the car, and not ONE of those bags was plastic y’all.

I maybe telling my age but, paper bags were the only option at the local grocery store. Over my lifetime, things shifted and plastic bags have become the standard.

Plastic bags are everywhere!

As we approach the beginnings of year SEVEN in the hardware business, I realized the other day that paper bags are ONE thing our customers have grown accustomed to with each purchase inside our historic, hardware walls. Yes, we hand stamp our name on each individual paper bag! Bag stamping is a routine part of what we do each week.

We hand stamp our paper bags… various sizes available

Processing and writing this blog post, I began to wonder… Are businesses that offer paper bags perceived by the consumer as a more “customer service friendly” small business???? Is the overall atmosphere somehow uniquely different from a business that only offers plastic bags at checkout????

Wilkes County Hardware, established long ago in our town center… finding a home on 10th & D Street after the legacy of EE Eller’s thriving business here in this building from 1905-1941.

Humor me please… Think about this for a minute… where do you currently shop where plastic bags are the norm???? Grocery stores, big box stores??? Can you think of other locations with plastic bags???

Just a question… hardware style

Reviewing my current own shopping habits, I recall several stores in our area use plastic over paper bags. Good versus bad, paper or plastic, that is not a bone of contention that I’m undertaking today in the blog post. But, I must admit, I do love a good paper bag! And I do frequent some small shops that offer paper bags over plastic, which is part of the reason why I love these shops! But I must admit, it’s more than the paper bag, it is simply the overall shopping experience.

Y’all, don’t you feel a bit special with a cute paper bag from your purchase? It’s like the shop owner has taken a bit of extra pride, and care into their own livelihood. And marketing that small,unique business with the paper bag. Paper bags are easy for gift giving, reusing, or even recycling.

Our selection of paper bags ranges from small to larger size with handles

Further into my reflection, I would like to dive into & explore a tad more into my thoughts about the “atmosphere” in a business with paper bags at checkout versus plastic. Here’s a story I would like to share with y’all today…

I needed a couple of baby gifts, and I wanted to give each one a special gift. I stopped into, A Baby Celebration in our local downtown area. The shop was packed full of all sorts of sweet baby stuff!

A Baby Celebration, a sweet little baby shop in Downtown North Wilkesboro

As I finished up my purchases at the baby store, I’m thinking in my mind, now I need to gift wrap these and get these gifts to the new soon to be parents. It was almost like the owner read my mind. Maybe she sensed my stress of gift wrapping…having to head out to find the perfect gift wrapping paper or gift bag to place these sweet gifts into. But, that wasn’t the case! The owner then quickly pointed up to the display wall and she asked me to select a gift bag for each gift. I was tickled pink, and it was included in my visit!!! Customer service at its best y’all!

My point is, shopping small businesses can often come with perks you may not often be aware of! Shopping at small businesses, not only can you find quality merchandise, amazing service, friendly atmosphere, gift wrapping, & yes, even paper bags!

Our classic brown paper bag

Which brings me back to the thought of what could customers infer from small businesses where paper bags are standard?

In my mind, my inference about small businesses that offer that simple, classic paper bag is often a way to keep customers coming back into your store. Customers tend to associate such memorable things with your business… that cute paper bag you carefully placed items into, the excellent customer service you provided, or even the amazing products offered inside your store.

A view inside our hardware store

Regardless of whether it is the paper bag, or other reasons, as a small business owner, you want your customers to return often & regularly.

So y’all might be wondering why did we choose paper bags over plastic? Here’s our answer:

We quickly decided against plastic and opted for paper, check out our reasons why…

1. Nostalgia, when y’all enter our building you have literally stepped back into time. The age of our building dates back to the early 1900’s. We are offering our customers such an experience. I’ll call it, The Paper Bag Experience, stepping back into a time where life was a bit simpler, friendly service, shopping in an “old school”hardware store with the classic brown paper bags as standard fare for packaging.

Wilkes County Hardware is a classic old hardware store with the wood stove, working freight elevator, ladder wall and much more!

2. Classic Sophistication, let’s face it, a sweet,,little paper bag is much cooler than a slinky plastic bag😂 right???

3. Social responsibility, Paper bags have a few advantages over plastic when it comes to sustainability. Paper bags are recyclable and biodegradable.

4. Marketing to our customers, our goal is to ensure that every customer feels special! What is more unique & special than a stamped paper bag with our logo information on it???

5. One cool impact of using paper bags in our hardware store, paper bags are often used for gift giving.

In closing, the psychology behind paper v. plastic may not be resolved in this blog post today, but we are thankful that our customers keep returning and continue to support our small business at Wilkes County Hardware.

Richard & I truly appreciate your patronage as we launch into year SEVEN of the hardware business. The Paper Bag Experience has been impactful inside our historic walls. Shopping at Wilkes County Hardware is a definitely a unique experience. Whether you come for nostalgia, love of hardware stores, or locally sourced goods, we can neatly tuck them into a classic brown paper bag as you leave the checkout.

As always, thanks for reading & sharing my blog. I really appreciate my followers and your kind words. Thanks 😊