Quvenzhané Wallis’ Puppy Purse Craze: What You Can Learn About Customer Service

Sales surged for the business that made the puppy purse worn by actress Quvenzhané Wallis at the Oscars. But can the small company keep its customers happy?
Contributing Writer, SmallBizTrends.com
February 27, 2013

If you watched Hollywood elite parade down the red carpet at Sunday night’s Academy Awards, you undoubtedly saw 9-year-old best actress nominee Quvenzhané Wallis proudly displaying a unique puppy purse. While clothing, jewelry and accessory companies go nuts this time of year wooing actresses to don their wares to the Oscars, who expected a child’s puppy purse to steal the show?

Not Poochie & Co, the family-owned business that designed Wallis’ purse. The Yorkie design already has sales surging; a rep from the company told TMZ they’ve been flooded with calls and emails from around the world.

We entrepreneurs all dream about moments like these. And today the power of social media can unexpectedly land your business in the limelight. Before that happens, you need prepare. After all, you don’t want to instantly alienate your new customers.

  • In case you have to ramp up production at a moment’s notice, form a stable of contractors now that you can turn to.
  • Don’t let your customer service suffer just because you’re swamped. You don’t want to frustrate your current customers or have the people who are praising you on social media turn on you in a flash. When I went to check out the Poochie & Co. website, I was greeted with a nice popup message letting me know that their products are currently sold out, but they’ll be happy to email me when the bags are back in stock.
  • Follow up—fast. How long will it take Poochie & Co. to restock? If months go by, many of its potential customers will lose interest in buying the purse, so the key is to act quickly and offer updates to those waiting for their purses.


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Photo: Getty Images