Bag Borrow or Steal Chief Executive Russ Blain recently sent a note to his customers. In short, it said “We can do better.”
The business gives customers access to about 2,000 styles of handbags from 50 brands, allowing them to rent the bag on a weekly or monthly basis. The inventory ranges from a $198 Michael Kors ‘Camo’ Zip Top Tote that rents for $12 a week to a Hermes Porosus Crocodile Birkin 30 Satchel that retails for $42,000 and rents for $1,632 a week.
Blain joined 8-year-old, Seattle-based Bag Borrow or Steal about two years ago.
“I came in and said, ‘There are a lot of things that are complicated about our site. It’s just wrong,’” Blain said.
The company previously charged a membership fee for access to its service. In his letter to customers, Blain announced a change: free membership, free insurance to cover normal wear and tear and free shipping start immediately.
The impetus for the changes was the voice of customers. Blain took the time to …