Willy Wonka and The Chocolate Factory is really what most companies, regardless of what they do, strive to be. We want to be that place where anyone interested, and even those not interested, is fascinated by your passion, expertise, service and products. The way your shop looks and feels and the knowledge of the entire staff leaves people in awe. You can't be mistaken for any competitor, making it easy to gain market share and very difficult for anyone to enter the space.
Toys R Us is now toying with a "market" idea that would bring toiletries and other typical supermarket products into their stores.
When I see a company as large as Toys R Us make a move like this, it's a sign that they aren't confident in what they are selling, they've lost the passion for it, or there are way too many heads in the room when making decisions. If they were true believers - they'd be making changes to create an even better toy experience with even more highly trained employees. Instead, they are taking up floor space for toiletries.
Toys R Us should be the best at toys. Their employees should be the most knowledgeable, their selections should be the deepest and most unique, their obsession over the customer experience and FUN should be unmistakable.
The last few times I've been in a Toys R Us it has been a sloppy, unorganized hodge-podge of products with a staff that seems to be more focuses on a paycheck rather than delivering an experience to the customer. This is why it's so easy for customers to go to Target or Wal-Mart. Toys R Us is no longer "the place" for toys. It's just a store that stocks a bunch of toys....and other stuff. If Target is cleaner and has better serice - people will go there in a second. It's not like Toys R Us offers anything special.
It appears as though Toys R Us is looking at trying to get more money out of people already in the store rather than focusing on actually getting more new people in the store. They'll say it's a convenience and an added value to their customers. I say bullshit. They've lost the passion for toys and think Mom's are going to simply buy toiletries at their shop because they are already in there. I doubt it.
Like so many other companies today Toys R Us seems to be falling into the same trap. They are not separating themselves from the competition, but becoming more like them. This will force them to compete on price because there is no other reason to go to there anymore. It's one thing to stock a bunch of toys - but entirely another thing to have passion and be a toy and game expert. I think it's safe to say a passionate toy entrepreneur isn't going to focus any square footage of their store on paper towels and toilet paper.
"I don't want to grow up - I'm a Toys R Us kid" just doesn't have the same truth it once had.
Steve Gumm