How Customer Loyalty Turned a 10x10 Office Into a Global Business

Starting a new business has never been easy. In fact, it’s getting continuously more challenging, especially in the retail space where commerce is consolidating and businesses need to innovate and evolve to keep up with consumers’ changing demands. We’ve been speaking with many of our small business customers about how they are differentiating their businesses and continuing to grow as the retail landscape evolves. For this interview, we spoke with Pranav Vora, who is the owner of the online, international retailer Hugh & Crye.

Bill Ready: What inspired you to start your business, and how did you come up with the idea?

Pranav Vora: For years, my friends and I had a hard time finding shirts that would fit well off the rack and going to the tailor for every new shirt was too costly. The idea for our business stemmed from the question: “Why is it so hard to find shirts that fit?” It was a curiosity at first, and through research and many iterations, we came up with the solution, which is simple and yet very innovative for the category. Why not size the garments based on body types? Once we saw that the product was great and in demand, we built a brand and company around it. Being digital-first and focusing on great customer experience was important to us from the beginning.

BR: Can you tell us a little more about how you got started?

PV: We first launched online in 2010, working out of a 10x10 subleased office space, that doubled as our warehouse of sorts – we lined the walls with racks of shirts! Shortly after launching, we started getting emails from people in Washington, D.C. -- where we are based -- asking if they could stop by and try on our shirts. From there, word continued to spread, and our business grew. It was an amazing reminder that although e-commerce is incredibly convenient, people still appreciate seeing things in person. And as a brand, it was wonderful to meet our customers, help them, and get to know them.

BR: What’s the most challenging part about starting a business?

PV: I don’t think most people recognize that when you start a company, if you’re fortunate, it’s something that will be around for many years. We’re in year nine now, and I can tell you that what’s kept us thriving to this day is a balance between focusing on our fundamentals and innovating in the margins. You need to keep doing the things that you do well and making that better and better. But you also need to continue to think differently and invest in the things that got you to where you are!

BR: On the flipside, what’s the best part about owning your own business?

PV: Charting your own course, without a doubt. Everything is in your hands – which can be daunting, and can at times, feel like you’re carrying too much. But knowing you set the vision, direction, and plan to get there is empowering.

BR: What role, if any, has PayPal played in your business?

PV: We’ve been using PayPal since the day I started the company - it just seemed like the right thing to do. It’s helped us attract new customers who might not have heard about us. In all honesty, I don’t think about it much, and that’s a good thing! PayPal is just in the background doing what it’s supposed to be doing, and keeps our business running smoothly.

BR: What do you think has been most important in driving your businesses success?

PV: Building a company requires so much focus and trying so many different things. We’ve done everything from pop-up stores, to creating a podcast for our peer entrepreneurs in the Washington, D.C. region. I think the most important driver of our success has been word-of-mouth. It starts with taking care of each customer, one at a time, seeking their feedback, listening to them, and helping them however we can. We’ve hand delivered orders when a customer needed something in a pinch. We’ve apologized and gone out of our way to help when we mess up. We know we can always be better, and do more, to help our customers.

BR: Any lessons you’ve learned that you can share with other entrepreneurs looking to start their own business?

PV: Starting a business is a very personal decision. For me, it felt inevitable. Something I had to do. I would say the most important lesson I learned is making sure you have a great support system around you. It could be friends, mentors, family or a significant other. It’s easy to get stuck in your head, and having someone to bounce your ideas off of, or even just be there for you, provides peace-of-mind.

Bill Ready, COO & EVP, PayPal