Pip Brett: We're just all about joy and color and what makes us happy, which then makes other people happy. I guess every online sale is like a mini miracle, really, that there's so many steps that people have gone to to actually buy something from someone they don't know. I think it's about putting yourself out there a little bit and showing who you are because, you know, I guess it's that, that thing where people buy from who they like, know trust.
[Voiceover]: Welcome to Add to Cart, the podcast that Express delivers all you need to know in the fast moving world of e commerce. Every month, Nathan Bush from 12 High and an E commerce industry expert will share the news, research and insights that you need to know to keep you at the top of your game and of course, keep your customers. Adding to Cart.
Nathan Bush: Hello and welcome to Add to Cart. My name is Nathan Bush, host of Add to Cart and e commerce consultant at 12 high. Today we spend time with Pip Brett, who is the owner of homewares and fashion retailer Jumbled. Now, if you haven't visited or seen Jumbled online, you might not get Jumbled. So I encourage you that if you can have a Google and check them out before listening, obviously don't do it while you're driving a car or driving a forklift or eating a burrito. It's just not safe. Based out of Orange in regional New South Wales, Pip and her team have created a product range which could probably be better described as a gallery and a customer base that's definitely better described as a community. And if you don't believe me, Jumbled won the Global Innovation Award in Chicago for retail experiences just last year. Not bad for a retailer out of Orange.
Nathan Bush: Hey?
Nathan Bush: So in our chat we cover everything from how regional retailers often make better storytellers, how Jumbled approached the complicated world of shipping. When you're dealing with regional bulky and fragile complications, get your head around that and how Pip and the team is collaborating with the best in design to create unique product specifically for Jumbled. Now, thanks to our partner, Shopify plus and Signet, here is our conversation with Pip Brett from Jumbled.
Nathan Bush: Pip Brett, welcome to Add to Cart.
Pip Brett: Thank you for having me, Nathan.
Nathan Bush: So good to have you on. I feel like I know you because I listen to the Jumbled. Love the chat podcast where you. Where you interview some of your retailers but a lot of creative people and I find it fascinating and my wife actually put me onto your podcast first.
Pip Brett: Oh, that's good.
Nathan Bush: And she said you've got to listen to Pip and it was so awesome. I Love, I love hearing more into your world there. And it was only then that I went on to your store as well. And then I was looking through your store, I was like, we've got that, we've got that. That's hanging up in my house. That's around.
Pip Brett: And I realized where it's all come from.
Nathan Bush: I know where it's all come from. So, Pip, can you give our listeners, before we get into the podcast and everything else that happens in your world, a little bit around Jumbled and who jumbled are and the origins of jumbled?
Pip Brett: Yeah, sure. So I have a brick and mortar store in Orange, which is central west New South Wales, and it's like a big old Masonic hall called the Sonic. And in there I had two stores, Igloo, a clothing store, and Jumbled, a homeware store. But I've combined them into one during COVID So it's just jumbled and it's pretty much everything that I love all under one roof. So a one stop shop. And we're not doing anything groundbreaking. We're just all about joy and color and what makes us happy, which then makes other people happy, I guess.
Nathan Bush: Yeah. I love the line that you've got on your Instagram around More is more. Less is a bore. And I think it's something.
Pip Brett: Yeah, yeah. It's life too, isn't it?
Nathan Bush: That's so true. And tell us a little bit more around the types of products that you stock, because you definitely have a feel. There's definitely a jumbled look. What qualifies for a jumbled look?
Pip Brett: A jumbled look, it's just kind of evolved because it's just pretty much what we love. But yeah, I guess it's. It's always changing. We're always adding new things, but it's definitely a real focus on color and what, you know, the clothing and the homeware side operate a bit differently. For me, fashion is all about, you know, that magical power of when you wear something new and you feel so good in it. That's what I want people to feel when they wear something from us. You know, when you look good, you feel good, and vice versa. When you feel good, you look good, that sort of type thing and not taking ourselves too seriously. And the homeware side is all about, you know, I guess, pieces that have a story and that you connect with and that you love. I love in particular, original art. That's probably been our big growth area and it's what I'm most passionate about, really, and what I keep buying myself too, probably yeah.
Nathan Bush: And you've got a physical store, which we touched on is in orange. And how long have you been up and running in E Commerce for?
Pip Brett: Well, I started Igloo, my clothing store, when I was 21. So we just had our 16th birthday for the store. When I opened Igloo, there was no E Commerce or.
Nathan Bush: I don't.
Pip Brett: I don't think there was. And you know, I didn't even get people's email addresses. I got physical postal addresses, which was a nightmare.
Nathan Bush: Did you do anything with them?
Pip Brett: I did. Well, I had no money as well. You know, the first three years were pretty tough, but I would send out a postcard or a little printed thing. They're always really beautiful. But I could do it sort of twice a year seasonally, and then maybe once again, twice for a sale. And that's what I look back on and think that's the only communication I could have with my customer. And people loved it because I tried to make it really personal. We'd pop in there, you know, at Christmas time, a little wish list that you could leave writing, like lying around the house and tick off little boxes and cross things out and things like that. So people loved that. But I could only do it four times a year. And every time, the more people I got on my list, the more money it just kept costing. And then so I think to now when, you know, four times a day I have access to my customer and it's for free and I can tell them the sale's gone down more one day and then I've got this in the next day and that, you know. So I just think it's amazing where we are. But probably started the E Commerce very reluctantly as well, mind you, when I had this great girl working for me, Holly Cardew, who now has Pixie who depictures the images and she's just killing it. It's amazing. But I was lucky enough to have her working for me and she convinced me to start an online store and. And I think at the same time we started Instagram. Yeah. So I think that's been like eight years, maybe six years. Yeah. Yeah.
Nathan Bush: It's funny you mentioned Holly. We had her co founder of VOP Mike angel earlier as well and she's doing some awesome stuff with Bob as well, so. Amazing. I didn't realize she came from jumbled.
Pip Brett: Yeah, well, I. Yeah, I only had it for a little while. She was going. She was going places. But she like whenever she writes to me on Instagram or sends me an email going, great job, I Love that. I just think, oh my God, that's amazing coming from you. You know, when you just meet someone in life, that really changes the track that you're on. Holly is just one of those people. And yeah, we're very different people, but yeah, she just is totally inspiring.
Nathan Bush: It's awesome. Awesome. I love the circle of E commerce that happens in Australia and seeing people pick up in different places and use their skills in other ways, it's fantastic.
Pip Brett: I know, I know. It's so funny. I remember when she was like, you really should get Instagram. I'm like, oh, what the hell is that? And she was like, well, you just like, you should do it. It. You just take, you know, pictures of your coffee, pictures of your feed, like a little bunch of flowers. It's like giving a little glimpse into your daily life. And I was like, no one wants to know that. She was like, trust me, they will. It's going to be the next big thing. And I was like, okay. And so, yes, probably still take pictures of my coffee. I think I did yesterday, you know, my feet, I don't know. But it's just funny how. It's just funny how things work out, isn't it?
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Nathan Bush: So to give people a little bit of context on your journey, starting out with the fashion store Igloo. Yeah, I understand that you didn't necessarily go out to be a retailer from the start.
Pip Brett: Yeah, so I grew up in Orange and my mum had a clothing store here for 25 years which was like quite groundbreaking. Then there wasn't really. You know, every small country town now has a beautiful store and things like that. Especially now because of Buy from the Bush and amazing initiatives like that. But I went to boarding school and when I left I studied for fashion at UTS and I then wanted to be a designer. But by the end of the fourth year, I decided no retails for me. I'm going to open my own store. But I didn't know If I'd do it in Sydney or orange or what I was going to do, but decided on orange because, you know, and like I said before, it is a bit different now, but back then, 16 years ago, regionally, there were. There were some really amazing brands doing wonderful things like Sassenbad and Tiger Lily, but they only stocked in the major cities. So I thought, imagine if you could get them out here. So much going on, there's so many young people and there's a real desire for that. So, yeah, decided to do it out here and really didn't think too much about the future and opened Igloo when I was 21. And from that, the first years were quite tricky, but then you hit that third year and you kind of have worked out what people are wanting, who they are. They work out who I am. And then, yeah, I opened a homeware store after I bought a house and realized that I loved homewares just as much as I loved fashion. And then over the years have moved to different locations and then I think with jumbled the homewares store, it was so unique and different that we grew quite quickly and we'd outgrown our space. Our online was growing, our Instagram was growing and we were on the lookout for a new place. And my husband, who's super uncreative, was the one who found the big old Masonic hall in town. It's in the most perfect space spot. But didn't know it was for sale. It had been for sale for four years. And so he's a builder and we renovated that in a whirlwind of six weeks. And we just sort of created the dream that I'd have that I'd had of that concept store, you know, of Coffee Fashion home that I'd seen in Europe and America that I thought, oh, that would be. You know, I didn't from the outset, I didn't see that vision, but it just. As soon as we saw that space. Yeah. And that then space has allowed us to grow even more. So it's been great.
Nathan Bush: I haven't seen it myself in person, but the photos I've seen of it is just phenomenal. It just looks incredible.
Pip Brett: Thank you. Yeah, thanks.
Nathan Bush: Do you find that it's almost a tourist attraction in itself? Do you have people traveling to come to the store to check it out?
Pip Brett: Yeah, it's amazing. Like it is a destination retail space. Yeah, it's just amazing. I just feel like something's changed again in your business. You can't quite put a finger on it, but I Just feel like when people come in, they're so invested in who you are and the space. And as they're saying they're like, I feel like I know you. We're best friends. Friends. And you know, the space is better in real life. And that makes me so happy because when I first started jumbled, I had this tiny, tiny store, like so small and so full that when people came in they're like, oh, I thought it'd be much bigger than this. And I'm like, oh, my feelings. And I'm like, yeah, I'm just quite creative with my photos. Like I'd sort of worked out this one tiny, like 30 centimeter square piece with the perfect bit of light hitting it that I was like, yeah, I do do quite well with my photos, I think, in here. But it's so much nicer for people then to say so much better than I thought. And I'm like, oh, that's good, that's what I want.
Nathan Bush: Yeah.
Nathan Bush: Oh, funny story.
Nathan Bush: The other day I went and looked at a house. We're looking at moving. Maybe we'll see what happens. But it was basically, basically we saw this photo on realestate.com turned up to the house and the house was totally different color to what it was in the photos. They just photoshopped it a different color.
Pip Brett: Oh my God.
Nathan Bush: So anything's possible.
Pip Brett: I know. It's so cheeky, isn't it?
Nathan Bush: Yeah.
Pip Brett: Vision.
Nathan Bush: The vision, the vision. Selling the vision to you and not overselling it.
Pip Brett: No.
Nathan Bush: I think you're playing yourself down a little bit though, in terms of what you've created here. In terms of. And I know it's hard to something that is so visual and so almost. I'm not going to say cult like, but it's. You have such a strong following, it's hard to get that across. You recently won the Global Innovation Awards in Chicago.
Pip Brett: I know. Crazy.
Nathan Bush: Yeah.
Pip Brett: Yeah, it was. It was crazy. Yeah. So we got Jumble was selected to represent Australia at the awards and I went really not fully knowing what we're in for. Like, we had to do lots before we went, but I kind of didn't understand the gravity of it until we were at the event and I like lent over to my husband. I was like, oh, I really want to win now. Like, I really want to win. He's like, you're not going to. And I was like, I know, but I do. Anyway, we won.
Nathan Bush: What did you win for?
Pip Brett: For excellence in retail. And it was, it was amazing. And I felt like it was you know, not a, not only like a pat, you know, it was amazing to go for Australia as well, but it was a pat on my back that we were doing the right thing, that we were going in the right direction. But it was just an amazing experience in general, just getting to meet the other, the other retailers and the mentors and the whole event just sort of was, you know, at the time probably there was a lot of media stuff and there is still now that, you know, retail's dead and struggling and doom and gloom and bricks and mortar, Boo hoo and all that sort of stuff. But I feel like the whole event was like boring. Retail's dead, but retail is alive and it's thriving and you have to be kind of more than just a retail store to survive. You've got to be, you've got to be events, you've got to be workshops, you've got to be commute, a meeting place for your community. You've got to, you know, have a, you know, like, just be, be more. And so, yeah, you have to have a playlist. You have fragrance. Like, it was just, yeah, tiring. But yeah, really, really inspiring.
Nathan Bush: That's awesome. And what was the thing, did you get any feedback from the judges or the panel in there around what really stood out for them for this retailer in Orange in Australia? What made you guys stand out amongst the world?
Pip Brett: I think it was, I can't remember what they said to us exactly. I think it was the whole idea of community and a community meeting place, but also the way in which we try to personalize every touch point that someone would have with our business. So we try and get that online experience to be as joyful as the in store experience. And so, you know, that's still a work in progress as well. But yeah, that's what we're sort of aiming to do. So, yeah, I think that's what got us over the line. And a little bit of my crazy visual merchandising I think helps a little bit. I love to annoy my husband and suspend things from ceilings and things like that. He's like, oh, you're so annoying. Yeah.
Nathan Bush: You've got the vision. He's got the skills to build it.
Pip Brett: Yes. Yeah. Yes. Yeah. It's handy being married to a builder. Yeah.
Nathan Bush: Now when you say matching the in store experience to online.
Pip Brett: Yeah.
Nathan Bush: What have you tried specifically from an online perspective to try and bring that to life? Life.
Pip Brett: Okay. So. Well, with our social media, we try and especially when we were locked down with COVID and no one could Come into the store. We were trying to give, you know, that experience of in store through our social media, like through advice, through videos, through showing people the products, maybe like stepping them through a little bit more. You know, with clothing we've got every different size of girl working for us. So we try and show it on real people to give a bit of an understanding, but it's trying to give that joyful experience and to sort of show how we feel about the item as well. Then the online experience, like the actual physical store, we try and do that through images and descriptions and our blog posts and our newsletters using our language. So the way we would talk to someone in store, you know, even our shipping confirmation email sounds personal and it's from Jess and it's got all of our pictures, who we are, what silly things we're up to. So we try and do it that way. Yeah.
Nathan Bush: Is that, is that kind of content in this, this kind of content like the shipping notifications and stuff, is that stuff that you update regularly? Because I imagine that you've got a lot of customers who would have be return customers. Do you try and put effort into updating that regularly?
Pip Brett: Yeah, and we also, we. Every online order goes out with a personal note. So that is based on of course, who they are, what they've ordered, how well we know them, if they're a first time buyer or whatever. And we try and make that, you know, we probably went through a stage where it was maybe a written note but was it really that personal? And so we're making a real effort to, you know, my husband, he was working for the business for a little while and he was the best at those notes. Like he was super, super good. But yeah, like we're trying to make it more thoughtful and grateful and you know, we are every time an online order comes through, you know, we get more now. But even I try and think back to the early days too and that every online sale is like a mini miracle really that there's so many steps that people have gone to to actually buy something from someone they don't know that I just, you know, we have to keep reminding ourselves of that. So that's something that changes all the time. And yeah, the shipping notifications we do try and change and all those emails, especially when we get great new imagery of our staff and things like that. But yeah, it's a constant. The to do list is ever growing, isn't it? For every small business. But that's our aim.
Nathan Bush: And yeah, how have you managed to keep a Bit of Pip and everything. And I've noticed that, you know, you bring your team along as well. Like, Jess is really well known to your audience as well as well. How do you keep like a bit of Pip into everything without going insane?
Pip Brett: I used to not be in anything and then because hated my voice. Now I've got a podcast which is so crazy. You didn't think I would do that and all my face on anything or my. Like, I'd be like, use my body but not my head to the girls in pictures. But then, you know, I did. I think I went through, you know, I think it was in Insta Stories kind of started. And that's another probably turning point in our business as well, where I think I just talked my way through a Kip and Co catalog of new bedding that was coming in and said the things that I really liked and what I would like. And, you know, and it went really well and I got great feedback and I was like, oh, okay, I might try that again. And you know, this time I'll do it a different way. Or this time I'll. I'll just put my face on it, you know. And then that went well. And that did well. So, you know, it was like through building confidence and through testing what worked and what didn't. And I don't like to think that actual real people are watching it because then I'd be embarrassed. Like, I'm embarrassed if I see that my husband's watching. I'm like, oh, don't watch that. I just like a really, really daggy dance. I could try not to think of the. That anyone really cares because you care more than they care. And I guess my staff are different. I mean, at the same as well, in that they may have been the same as me at the start and then they then don't care either. But I still have, you know, I have 10 staff and half of them, you'll never see their face because they don't want to be on it. And I'm totally respectful of that also, even though I do try. But I do think, you know, it's like, what do you keep for yourself and what do you share? You know, I think it's more. It's not a strategic thing. It's just what kind of comes naturally. Like, we're sort of building a house at the moment, and I'm worried that I'm annoying people with it, but I'm like, really excited by it. So, yeah, I feel like I'm going
Nathan Bush: on the house journey with you.
Nathan Bush: Like, I'm renovating my own.
Pip Brett: When are we moving in?
Nathan Bush: Yeah, that's right. I'm like, when's this going to be ready? Come on. I'm really excited about that little crate.
Pip Brett: Totally, totally, totally. And so I'm like, you know, I really. I think as you get older, too, you kind of care less about what people think. So I actually don't care because majority of the people that like you like you and the people that don't like you don't like you. So then I think, oh, well, I don't know. You know what I mean?
Nathan Bush: It probably helps, too, with not worrying so much about competition or what others are doing, whether that be in the content space or whether that be in the retail space or whatever. If you just go, this is me. This is what I do. This is what our customers love about us, and just keep going for that 100%.
Pip Brett: I feel like not much can be gained from looking at your competition because it only makes you feel a bit shit. And it's kind of like people's highlight reel, too. I don't know. It's just such a tricky one, isn't it? Like. Yeah, I just. Yeah, I don't know. But I think nothing's to be gained from that, I think. You know, I did a podcast with Rachel Castle, and she was like, her advice was like, stay in your own lane. Just, like, just do what you're doing and you stay true to yourself, like.
Nathan Bush: Yep, do what you do. Look after the people that support you and just do it bloody well.
Pip Brett: Yeah, yeah.
Nathan Bush: I think we've actually got a Rachel Castle print, which is actually very similar. We've got it hanging in our daughter's room around. Stay in your lane.
Pip Brett: Yeah, yeah, yeah, yeah, yeah, yeah, yeah. You may have bought it from my shop. Your wife probably
Nathan Bush: tell us about running a regional retail business. So obviously a very deliberate choice. Where you grew up, where you love. How are regional retailers feeling right now? And I'm not asking you to speak on behalf of everyone, but what's the general gist that you. You feel, and what are some of the positives and challenges coming from a regional area?
Pip Brett: I feel like there's no better time, really, to be a regional store. I think that's what Covid has sort of shown us. I had thought that before, though, but I just really feel like it's our time to shine, which is really wonderful. I think the negatives at the start start. You know, when I first started Igloo, it was very hard to try and get brands you know, to come on board and. And even there still is a little bit of that, because there is a misconception that because you live in the country, you may not like cool things, you know, or it's not as. But I think out here, people have got as much style, as much money, if not even more. And I think they understand the essence of the joy of life, you know what I mean? So I feel like the market's here. And since COVID my town of Orange, the end of lockdown. I mean, my town of Orange, you know, has been booming because of people wanting to get out of the major cities. So in that respect, it's been really wonderful. I guess the logistics of shipping and distance are always a bit tricky, but I do think the positives outweigh the negative. So I feel like we're able to set ourselves apart from our competitors because, you know, we do have a unique story that we're here in Orange. We've got a massive store that we own, well, the bank owns, but that we semi own. You know, we're able to have a big amount of space and, you know, cost of living's less. There are really good people out here to employ, you know, or people are willing to move out here. But, you know, there's also that sense of, like, loyalty and community out here that I don't feel like that you necessarily get in a big city. But yeah, I just feel like it's a really exciting time to be in the inner regional or rural area. And I think that is also to be, you know, we just came out of one of the biggest droughts ever. And I really do think that, you know, buy from the bush, stay in the bush. And great efforts from the tourism bodies really have. Has paved the way, you know, to things start paying off, you know, even Covid, I feel like rural businesses were quite well set up, up to cope. Yeah. So, yeah, yeah, it's good. It's exciting.
Nathan Bush: Good. I love that. I love. I love that. It's really good. I love what you said there around telling us the ability to tell a story. And to me, you know, you've got people like Jane at Bird's Nest. The guys, she's amazing. Spell on the gypsy. Obviously, you guys, there's a heap of examples out there, and I don't know, for some reason it feels like you get your story so much quicker than if you were in with other retailers. In a city landscape. Do you think that comes down to being regional or the types of personality that you let shine coming from a Smaller community.
Pip Brett: Yeah, maybe. It's a really interesting question actually. That's made me just like my brain just went tick, tick. Maybe, I think maybe with regional stores and like Jane from Bird's Nest and Spell, like, do you see more of who the founders are, who the actual people are? Rather than trying to be a big brand or maybe being bigger or trying to be seen as bigger? Like, I probably went through a stage of igloo where I wanted to be cooler, like more, more sophisticated. And that's not me at all. And so, you know, and it didn't resonate with anyone. But as soon as we jump in the outfit rather than some like, hot model, like as soon as we get in it, we get the sales. So, you know, I don't know. I think it's about putting yourself out there a little bit and showing who you are because, you know, I guess it's that, that thing where people buy from who they like. No trust. And I think that if you show, you know, I guess here at Chambord, we're sort of selling a lifestyle as well as a product. You know, we really, we wanted to showcase the city, the town that we live in, you know, and the community that we live in. And then in turn, that's just sort of becoming grained in our business as such. And then we've sort of been showcasing who we are after that. That was just sort of something that came out of going, let's, let's try and get everyone to come to Orange. You know, it's just everything evolves, doesn't it?
Nathan Bush: Yeah, it's a, it's a nice way of putting. And it kind of reminds me of, you know, when you see a movie that you go, oh, that the town in that movie was almost like a character in that movie. Like yes, yeah.
Pip Brett: Yes. 100%, yeah.
Nathan Bush: And it kind of feels like that with what you're doing as well.
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Nathan Bush: Just to switch gears a little bit, one of the challenges that you mentioned around E commerce from a regional area was shipping. So Australia is notoriously a shit place and an expensive place for e commerce shipping. What are some of the techniques that you can share or strategies to kind of mitigate that?
Pip Brett: Yeah, it's like the constant battle really but and you know so many. I feel like consumers experience expect free shipping as well, which is just such a hard thing to pull off and to offer especially if you are regional or anywhere really because the country is so big and your customer can live in Perth or you know, and they may want an artwork. But I like to, I think your, the people in your back room need to be really invested in your business in terms of like what's the best way to send each item? Because we will use a variety of different ways depending on what it is, where it's going. So you really need someone that's like or a team that's really thinking and problem solving because yeah, we'll use Auspost couriers, we use pack and send, we use removalists. Like it will all depend so you've got to be flexible on it. But also you got to win some to lose some. Like definitely there is orders that cost us money in the end and that's annoying. But then I always say, well they might come back to us and spend more money with us and in the long run you've got this loyal customer. Shipping is such a tricky one that can get really caught up in. But we now with large pieces we charge the customer for shipping. So for an original artwork we will charge, we'll get the best price for them, but we charge for that. But it is fascinating that someone is willing to spend four and a half thousand dollars on an artwork but they are so pissed off that they have to pay $190 freight to get it from Orange to like far North Queensland.
Nathan Bush: Really.
Pip Brett: I just find it fascinating that when you want it to be safe, insured, protected, we spent all that money but the shipping just upsets them. You know, I don't know, I don't know how that's overcome. I think it's a shame that it's something that's here, but I don't know,
Nathan Bush: my gut feeling would have been, and it's funny, I'm surprised by it as well because my gut feeling would have been someone spending four and a half grand on a painting offering free shipping might actually put them off because they're not sure that it will be quality shipping and that they may be in the deep if it turns up damaged or not looked after.
Pip Brett: I don't know, it's. It's such a tricky one that on a daily basis I'm like, oh, God. But I don't know, it's just something we have to all. But I do think the couriers in Australia Post do a pretty amazing job. I find it. I find it baffling that whenever Australia Post loses something or breaks something, you don't get anything from them. That there's not many other businesses that that could even be allowed. But all in all, doesn't happen that often that I think it's pretty good. You know, you got to take the good with the bad, don't you? And I think if you're, you know, when the, when the Post system does slow down a lot, like it did with COVID and it will do again with Christmas, I'm sure. I think if you're just staying really honest and in touch with your customer, keeping them updated, I think it's all. They're pretty understanding.
Nathan Bush: How are you feeling about the postal system going into 2020 Christmas?
Pip Brett: Oh, I think it's going to be a nightmare. But, you know, you hope that people will order early, but it never happens. It does with some people. I don't know, it's one of those tricky ones. But I always. I think you can only do what you can do, can't you? You know, like if we try our best on our end, then, you know, if we can get things out in a timely manner, then we've done our part. But the customer's interesting. They get, you know, it's your fault when the Australia Post doesn't get something to them on time. But you know, in saying when we got the big influx of online orders during COVID we needed to be able to get things out too. So we've employed like three new people. So I'm hoping that we can also stay on top of that as well. Yeah, it's a tricky one.
Nathan Bush: I can imagine your customer complaints of what there are would be much friendlier and nicer than many of the larger corporate complaints. Would that be fair?
Pip Brett: Yes, probably. I hope so. I hope so. You know what? I think it's, it's that, it's that one thing probably you can get like 99 beautiful comments the same on your Instagram, same with your complaints. And then it's just that one that's just ultra brutal or just really hurtful that you just like, oh, if only you knew it was just like me on my Instagram looking after it. And you've just been. You've just ruined my night. But I don't know, it's. I always, you know, Jane K. From Bird's Nest, she spoke at a women's business event that we had here in Feb. And she said, when in doubt, be generous. And I think that's just like such a good motto to like rule your business by. Because, you know, I think in business every day there's like lots of problems that arise that you have to solve. And I think it's far easier, quicker, better for your soul just to be generous and get it resolved, you know what I mean? Than to fight it and try and be, you know, make a point. Just, I think, yeah, let it go.
Nathan Bush: Because you might, you might feel good in that moment, but you're not going
Pip Brett: to really remember it actually doesn't. And you've been lost someone and.
Nathan Bush: Yeah, yeah, good point. Really good point. Now you mentioned earlier around, we talked about the look and the feel of jumbled and you said that it's everything that we like. Do you still do the buying personally yourself?
Pip Brett: Yep, yep, I do it all. I do it all with Jess and so, yeah, it's exactly what we like.
Nathan Bush: That's awesome. And how's that process work for you?
Pip Brett: It's so simple. We literally order just what we like and then, you know, I feel like we're just starting to push the band, like push our limits a little bit on quantities because everything has been selling out and I feel like I think we're bombarded by so many new things every day as a consumer that you have to. I feel like it jumbled thing is that we really need to be, you know, releasing new things all the time. Like surprising and delighting.
Nathan Bush: Yeah.
Pip Brett: But it has a really short shelf life of that surprise and delight, if you know what I mean. Like, so it's like that move on and that. That and then move on. So you've got a little bit of time to capitalize. So yeah, we're literally, you know, artworks get sent to us, pictures from our artists. You like this? Yeah. Take it. No. Send it. No. You know, like, it's just a literal. It's a gut instinct of whether we love something or not that straight away. And I hope and so far it's been working for us. But yes, a gut instinct of that you can't really pinpoint. It's like as a consumer when you buy an artwork or a dress, like there's no way you had probably intended to buy that funny thing. But you did.
Nathan Bush: Yeah, you did. Yeah. Like you've got your favorites obviously, like the Rachel Castles, the Kip and Co. The Sasson Bride, which I imagine you go to. How do you discover new things that you might love? What are your sources?
Pip Brett: Yeah, I find lots on Instagram, like just finding random, random things. And it's even cool that you have access pretty much to the whole world now. We also do like a competition each year, like the Jumbled Art Superstar. And it has to be an artist who, who's not signed on to anyone. And they're in no regional stores. That's really great to get new talent and to sort of guide them through their. That year of mentoring them through with their socials and with their art as well. So that's been great. We've found like great people through that every year. Like we usually pick up about seven new artists and it's really exciting that. And some of them have now left their full time jobs and yeah, it's really cool. So that's a really cool way. Lots of people email. We find things all different ways. But we're trying now to make some more of our own unique product. So that might be through a collaboration where we reach out to someone or they might reach out to us. Like it's, you know, you're utilizing the skills of another person. Yeah. And that's been such a fun process and such a fun thing to do.
Nathan Bush: Yeah. And some of the collaborations, what I see from your social are just so highly anticipated. Right. How do you manage that anticipation when you actually. You're saying we might be doing something here. We don't know what it's going to be yet. We think you guys will love it. And then you've built up all this anticipation. How do you. That would do my head in, I think.
Pip Brett: Oh no, that's the fun part. Like I feel like what I love about a collaboration is what the consumer loves about the collaboration. So the whole process is fascinating. Like I love that part where we're like, you know, we're collaborating with this person. You might see a few glimpses of what we're doing. Like we're purposely taking people on the journey from like receiving samples to them, arriving to the photo shoot, to the story behind the product, to the launch day and then hopefully like the sellout of it. So we sort of try and put it in with the podcast and newsletters and. Yeah, so we are trying to create that buzz, but because it is that short life of things and you want things just to kind of sell out if. If possible. But yeah, it's exciting. It's like lovely to satisfy your own creative needs. But then, you know, you're setting. We're setting ourselves apart from our competitors and we're creating things that we actually wanted but couldn't get. So, yeah, it's been one of the greatest things that has probably happened this year. Really.
Nathan Bush: I love it. It's such a great spin on home brand product because it's not product quality.
Pip Brett: It's designer canned food next or something.
Nathan Bush: The new Andy Warhol.
Pip Brett: Hey, I know. Cream corn.
Nathan Bush: Corn.
Pip Brett: I don't know, I used to love that. I haven't had that for years.
Nathan Bush: It goes well with the regional story.
Pip Brett: I'd have to be apples, though. Apples are grown in orange. No oranges.
Nathan Bush: Plenty. Plenty you can do with apples.
Pip Brett: Totally, totally.
Nathan Bush: All right, so that I may have answered the next question, actually. What's next for yourself and Jumbled?
Pip Brett: I think, yeah, we've definitely. In the lead up to Christmas, we've got some really exciting collaborations coming out, which is really, really good. Yeah, the future would be. Yeah, I'd like to create more of our own stuff. I just think that's just so fun and so fun to launch and create everything for Jumbled. You know, I love where we're at at the moment and I love our team and I don't. There's no wild plans to expand or become bigger in any way. I just want to really fine tune what we're doing now so that we can be the best we can be and it be the best in store experience and the best online experience. So just fine tuning and for myself personally, I think just having time, taking time. I think if Covid's shown anything, it's like family, friends, you know, they're the really important things. And I just wanted to. I feel like I've, you know, been working so hard that I feel like now is the time to be enjoying all of these things. And I think you can't rest on your laurels. Like, I don't think we can stop and be like, okay, our job is done now. But I think we can just really focus on what are the things that we really enjoy Doing and doing more of that and the things that we don't love. Ditching that.
Nathan Bush: That's great advice. Great advice. And I think it goes through. It's a common theme basically, through everything you spoke about today. Do what you're passionate about. Do what you're good at. Stay in your lane.
Pip Brett: Yeah.
Nathan Bush: Yeah.
Pip Brett: Thank you, Pip.
Nathan Bush: There's so many ways to get in touch with you, whether it's the podcast. Jumbled loves a chat. Go check that out. There's some great, great interviews. I personally love the ones where it's just you and Jess speaking because you get great.
Pip Brett: That's when we've run out of ideas, time, ideas.
Nathan Bush: It could be just me speaking to myself in future episodes of this. This show. So that won't be as entertaining. That'd be great. How else can people get in touch with you?
Pip Brett: Yeah. Then there's our online store, which is jumbledonline.com and then our Instagram at Jumbledonline.
Nathan Bush: Beautiful. And I can really, even if you're not a homewares or a fashion kind of person, go check it out because it's a fantastic. Like, it was one thing for us talking about it today, but it's only when you see it, I think that you fully understand the story that if you've shared today. And it's just amazing retail experience. So thank you very much.
Pip Brett: Pleasure.
Nathan Bush: Now, when I got off that chat
Nathan Bush: with Pip, it was a bit weird
Nathan Bush: because it didn't feel like I was speaking with a retailer. And I'm used to speaking to retailers and of course, Pip is a retailer and a bloody good one, but it didn't feel like retail. It felt like Pip was just building what she liked, what she liked in physical spaces, product collections and a team. She's just surrounding herself with places, things, and people that she's genuinely passionate about and make her feel good. And I know we talked about regional retellers as great storytellers, but I think that maybe the story really just comes naturally from people who love where they are, who they're with and what they're doing. The content, the sales, the awards, they all just flow on and they're the flow on effect from staying true to what you love. That's my little Oprah moment for the week. But it is something I talk about out of it personally. So whether that be as a starting point for other retailers looking to reinvent themselves or how I get more connected to you guys in this podcast, authenticity and passion will always win. If you're looking for more e commerce news, case studies and research. Sign up to 12 High's High 5 newsletter every week I read all the e commerce news and send you five things which I've found which will help grow your business. Visit 12high.comauhigh5h I G H5 to sign up for free. Thanks for listening and until next time, keep adding to cartoon.
