Paco Underhill

About Paco Underhill

Paco Underhill is the CEO of Envirosell (www.envirosell.com), a behavioral research and consultancy firm focused on commercial environments. His first book, Why We Buy was an internationally bestseller. Call of the Mall was released in 2004 is a humorous walking tour of an American shopping mall. His columns and editorials have appeared in The New York Times, Money Magazine, The Washington Post and The Wall Street Journal, among others. Underhill is the only foreigner to hold a position on the Board of Advisors at Hakuhodo—Japan’s second largest advertising agency. His latest book published in July of 2010 is entitled What Women Want. It is not a sex manual.

Caracas Lost Dreams

The Robin ReportI noted more than a few binoculars focused this morning on the military airfield outside my Caracas hotel. It’s likely they were searching the ground for evidence of the military coup I heard whispers about last night in the hotel bar; but who knows in Caracas. Even the journalist interviewing me this morning made reference to the challenges of living in a Communist country; Venezuela is in midst of crisis. The recently botched election recalls the passionate controversy of George Bush’s results in Florida in 2004, except it’s unimaginably worse.

In 2013, I can’t think of a well-grounded leftist intellectual that can defend actualization of the Karl Marx syndrome we witnessed in the 20th Century. Russia, the former Soviet Republics, and Eastern Europe have all moved on. By most gauges, shedding this ideology has brought improvement and positive change. Poland grew faster last year than any other nation in Europe, which in the midst of our recession may not be saying much, but still says a lot. Of the three Asian remnants of Communist ideology, China and Vietnam have cherry-picked through Das Kapital and added doses of Confucian and Keynesian economics to craft some semblance of prosperity. North Korea has abandoned all logical thought; the only question is how much of the rest of the world they intend to take with them when they go.

Yet dear reader, this is a newsletter about retail, so here is our thread. In my trip to the supermarket in Caracas this afternoon, there was no coffee of any variety on the shelf, and the reek of rotting meat was stomach turning. People wait in long disorganized lines for basic food supplies. We are witness to the tragedy of governmental pricing control for food; Venezuela has gone from an exporter of food to an importer over the course of its Chavezian transformation. Today, much of its basic food needs are imported from the United States.

My economist colleagues predict that global food prices will increase country by country by 10% to 20% over the next year. While the precise number is anyone’s guess, it’s a fact that food costs are increasing by at least twice the rate that global wages increase. How are we going to continue to feed ourselves?

The answer, in part, rests in the world of retail where for almost 30 years we have watched a concerted effort to engineer both value and fair profits from the supply chain. From growing, to trucking, to minimizing waste and mechanizing the modern warehouse, the degree to which the increased costs of basic food commodities have been passed on to the consumer have been limited for us living in First World nations. Thank Walmart, Tesco and Auchan; but also thank the farmers markets, the slow food movement, and the advent of local community-supported agriculture (CSA) organizations.

At both ends of the First World retail spectrum, we are watching innovation and reinvention driven by competition and local entrepreneurship. At best, we ask government to get out of the way. We’d rather have the local farmers market manager certify a farmer’s products than the FDA, although we need to embrace both in the flawed, but preferable, world of Capitalism.

Journalists keep asking me –- whether it’s here or in Shanghai —how are we going to feed ourselves in the next five years, both from the standpoint of cost and safety? My answer is always the same: Price controls are not the answer, but organized retail can, and will, do its part. The process takes time, but it does work. The places that will feel the most pain over the five years are those where global organized retail is not playing a transformational role in a local economy. India is a prime example. Open markets provide incentive and examples for local merchant organizations to do it often better and faster. They provide farmers with stable prices, drastically cut down on spoilage, and most importantly, help get their offerings on dinner tables everywhere while making a profit.

When I arrived at Simón Bolívar International, I was expecting a sturdy intelligence officer with a serious face to meet me at passport control. I did not expect the smiling young woman with braces that giggled when I presented my thick, well-worn passport. She greeted me warmly after a long flight, stamped my passport and let me pass, welcoming me to her country. She deserves better.

The Green Marketing Act

cell phone sales_greenYou got rid of the landline three years ago because two-thirds of your calls were from telemarketers. Then you downgraded your cable service wondering why you were paying so much for so little. Now you watch stuff on your Tablet and laptop more and more. And when the price of a New York Times went up to $2.50, you decided to read news online from a wider variety of sources, and like it decidedly better.

Today, you live a new kind of life than you did five years ago. You have several e-mail addresses so that you can filter the spam. The snail mail is more than 90% junk so you’ve even stopped opening it; the envelope gets a glance and often gets chucked. When you drive, it’s commercial-free Satellite Radio since traditional ads, with their crazy voices and incoherent offerings, drive you crazy. You loved Marc Gobé’s film, This Space Available, downgrading billboards, and outdoor media in general, to visual pollutant status. You take a pleasure in buying the store’s house brand, not because you have to, but because the ‘superiority’ of branded products is something you seriously question. We watch commercials at the Super Bowl and Oscars for the entertainment value and once in a while on YouTube; the rest of the time you conspire to avoid them. [Read more...]

African Sun

Beach umbrella against blue morning skyMy consulting practice takes me all over the world. Through my travels, I have the unique opportunity to be a student of human nature and behavior – especially when it comes to the retail marketplace. Recently I visited South Africa. This story is my observation of an emerging DIY trend, framed by a vivid childhood memory. For me, the past is prelude, especially in a key attitudinal shift with your most important customers, women.

Where It All Began

My first crush was on Mrs. Donahue who lived next door. She could not have been more different than my mother. She had short, curly black hair, painted her nails in bright colors, and never seemed to be without red lipstick and perfume. I remember her in sleeveless blouses and tight pedal pushers. There was nothing about her that wasn’t unambiguously female in the 1960s, but she was far from helpless. Mrs. Donahue was a dedicated hands-on DIY’er. She always seemed to be painting a room and ceiling, refinishing a bureau, or planting flowerbeds. Looking up at her on a ladder with a paint roller in her hand is an image I carry with me to this day, more than a half a century later. While my father had his wood shop and power tools and slavishly constructed furniture that even as a small child, I recognized as amateurish and ugly, Mrs. Donahue made things beautiful easily, often with a smudge on her cheek and a smile. [Read more...]

Sam & Sandy

Sam is Palestinian with family in Ramallah. He has lived in the USA for more than 25 years. He and his cousin run a small convenience store on West Fourth Street in the middle of New York’s increasingly tony West Village. It has almost everything—from fancy cookies, canned goods and cleaning supplies, to charcoal and stomach remedies. For 15 years, I’ve bought newspapers, juice, quarts of milk and an occasional BLT (cooked by the Mexican counter man; after all, Sam is a good Muslim). Sam, his cousin, or younger relative, Ali, is on location from 4:00 in the morning to midnight, seven days a week. As this historic neighborhood has gentrified, the population density has declined. The brownstones that were cut up into small apartments 25 years ago have been restored into huge single-family houses for aging globetrotters, many of whom have more than one home. Sam sells coffee and sandwiches to the local residents’ workmen who are constantly upgrading the properties; and bottled drinks to the tourists coming to visit the ‘Sex in the City’ block. Street traffic may be up, but business is trending down.

Pacco_Illu-01

Immigrants have long been the back-bone of American retail entrepreneurship. Unlike Europe, there is no tradition of a merchant class; no long history of selling goods to a built-in clientele. In the new world, the willingness to invest one’s heart and soul, put in long hours, and often enlist family members to labor for nothing other than meals and clean sheets has been the price of entry. Like the family farm in the American frontier, it has been the family store for the immigrant classes in America for the last 125 years. [Read more...]

Under Pressure

Those of us with memories of 1950’s kitchens may remember pressure cookers: a heavy metal pot with a rubber gasket that we were always told was a bomb and a really good way of killing vegetables. I have not seen a pressure cooker in an American kitchen for 30 years. Even my foodie royalty friends don’t have one. And unless you took Home Economics in the 1950s or 1960s, you probably have no idea how this supposedly dangerous appliance works.

Yet across the developing world, it is a primary tool of kitchen liberation. The old bomb we feared, as stories of exploding pea soup splattering grandma’s kitchen wallpaper, has been re-engineered. Pressure cookers are widely available in Walmart and on Amazon.com, in all varieties.

The principle of the pressure cooker is simple. In a compressed environment, water vapor, or steam, can be raised to very high temperatures without burning its ingredients. The steam is forced through the food, cooking it cleanly and quickly with no loss of flavor or nutrition. Thus, you can put a cup of water and three potatoes in a pressure cooker, and seven minutes later, you are eating spuds. Brown rice doesn’t take an hour; it cooks in 15 minutes.

In any cuisine that is based on legumes and grains, from hummus in the Middle East to dahl in India, cooking has traditionally tied women to the kitchen for hours every day. Even if basic staples are made once or twice a week, the preparation and cooking time involved often precludes a woman who is caring for a family the ability to also hold down a full-time job. A good pot of beans can take two to four hours to cook; having a pressure cooker can cut weekly meal prep times by more than half. [Read more...]

A Private Story

(The Names Have Been Changed to Protect the Innocent)

He’d been an interesting but troubled friend in my youth. Tom had arrived at our fancy New England boarding school as a shy eighth grader interested in books, politics and music. He told us that his father, who was a 63-year-old New England gentleman farmer when he was born, had been T.S. Eliot’s roommate at Harvard. That story was beyond the construction abilities of 1960’s teenage braggadocio, so we believed him.

The Robin Report - PrivacyDuring the spring of our junior year his father died, and Tom lost it. He failed his final exams and was told he had to go to summer school to keep up with his class. He returned in the fall and promptly dropped out. In our yearbook we put a picture of Tom holding up a dime (the cost of phone call back then) and a seven-digit telephone number.

The late teenage years can be a very troubled time. Paired with the political and social climates of the era, Tom’s issues were not unique, just early. Ten percent of our boarding school graduating class that year was dead within a year of leaving school, mostly due to suicide. It was the goody-two-shoes guys that went first, having been shocked at how different the world was from what they’d been led to believe.

I graduated and promptly rented an apartment for the summer in Boston where I had a job with a publishing company on Beacon Hill. Halfway through the summer, by what circumstances I don’t recall, Tom turned up at my door with his pregnant girlfriend seeking a place to crash. They stayed in the apartment until my lease ran out in the end of August. She found a job, he didn’t. As I left for my freshman year in college, they moved into the back of Tom’s aging farm Jeep. I didn’t see them after that. That was 42 years ago.

I am not big on reunions. I went to my high school’s 20th and got asked by some sniveling Boston Brahmin where I “summered,” and realized I had not fit in back then, much less now. I did have a conversation with someone about Tom. Over the next 20 years I crossed paths with the same person three or four times. Each time we talked about him. [Read more...]

India’s Dilemma

The Robin Report - India's DilemmaThe view from my hotel window in Delhi was telling. In the left foreground was an elegant swimming pool adjacent to a white-tablecloth restaurant. Nearby, a spotlight waterfall, a manicured bamboo hedge and then a tall fence. On the other side of that fence was a squatter’s camp of tattered tents, campfires, wandering pigs and dusty, half-naked children, no running water, no sanitation. In India, a few meters separate extremes of wealth and poverty.

Almost all of us who work in this intensely interesting place have a love/hate relationship with it. India is crowded and chaotic. It is friendly and gracious. Its population has huge national pride and almost non-existent civic pride. It makes the best steel in the world and has a very modern plastics industry. It designs software and owns significant pieces of the world, from real estate to car companies. Delhi may have a new airport and subway, but the country’s terrible road system and ancient railroad network remain fundamental flaws. [Read more...]

Sense Beyond the Census

The Robin Report - CensusWhen my maternal grandfather, a Sephardic orphan, arrived in the New World in the late nineteenth century, he landed in a place where if you weren’t born here, your skin wasn’t pink, and English wasn’t your native language, then you were universally poor. That is no longer true. Our global retailing and marketing engines are just waking up to a new world where the complexion of money has changed. That change is not just about ethnicity, but also about the blurring and assimilation between other social divides like gender and age.

We are a nation of immigrants, whether across the Bering Straits or the Atlantic and Pacific Oceans. In the history of the New World, a tribe’s status has often been linked to longevity on their land or ability to push aside the former occupants. The south-migrating Athabascans pushed out the Anasazis only to themselves be moved in on by Hispanic migration from the south and European migration from the east. The play of migration and status has been acted out in human history in both blood and assimilation. [Read more...]

Hold the (Window) Dressing

The world of shopping – and shoppers – is neatly divided into haves and have-nots. While the recovery of the luxury retail business, due largely to its successful globalization efforts, has been in the forefront of the news a lot lately, at the opposite end of the spectrum another equally strong and important movement is underway.

As a market researcher, I like to separate the thinking I do sitting down looking at numbers and tables from the insight I get from the four months of the year I spend on my feet in malls and stores and observing and talking to people across the world. Like most retail pundits, I am cynical about government data as it relates to things like personal income, unemployment, and consumer spending. By its nature it deals in aggregated numbers whose relevance is often questionable.

Based on my on-the-ground observations, our retail world is now a clear reflection of this have/have not dichotomy. Both ends of the spectrum want more for less, but what they want, and how they want it, is very different.

[Read more...]

The Sky’s the Limit

In the spring of 1976, as a young researcher working for a small nonprofit organization, I was invited to a lunch discussion at the Wenner Gren Foundation for Anthropological Research, which occupied an elegant town house on New York’s Upper East Side, around the corner from the Frick Museum. The elegant Swedish institution, with roots in the Electrolux fortune, had been a sponsor of research, conferences and retreats for decades.

The Sky's the LimitThe centerpiece of the discussion was an on-stage conversation between Jack Fruin, the head engineer for the Port Authority of New York and New Jersey, who was in the middle of designing and building Newark Airport, and Irving Goffman, a distinguished social scientist, author, and University of Pennsylvania professor. The conversation was about the design of public spaces.

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Taking Care of (Small) Business

President Obama announced recently that he was forming a panel of Small Business experts to help him get America back to work. As the owner of a business with fewer than 500 employees, I am delighted that our President recognizes that Small Business has historically been the engine of job creation and business innovation. Entrepreneurs have played a starring role in creating our national identity. If we are going to get Americans back to work, however, we need some help. I have four quick suggestions.

1. Health Care Costs.

Our system is busted, and it punishes Small Business. Why should it cost me one-third more to insure my employees than it does Citibank? Only when the burden of health care costs is shared evenly by all employers will we have the consensus to reform the process. Small- and medium-sized businesses have to buy all of their insurance at “retail prices.” [Read more...]

Late Payment Notice

Where is the retail in retail banking?

Retail banking remains the poor stepchild of North American financial organizations. Few banking CEOs have ever had line responsibility for their banks’ retail divisions. It’s as if they are in retail because they have to be, rather than want to be. As one catty white-shoe banker told me after having had one too many, “Retail is where we park women, and guys with funny last names.” We have been asking the rhetorical question for more than thirty years: where is the retail in retail banking?

Last October, I ran a short consulting project for a major US bank. The assignment was to lead a group of global brand managers through a prototype branch and talk about what worked and what didn’t. We call it a store, or branch, clinic. I’ve conducted clinics in a dozen countries across the world. It is an unambiguous way of assessing the effectiveness of the physical design, merchandising and operating culture, on location. The client bank is one for which I’ve done work for more than 30 years, starting with their first installation of ATMs to their modern domestic prototypes, and most recently their new models for Moscow and Singapore. The irony is that the connection internally between those that manage the brand, and those that design the branch, is often distant.

[Read more...]