How Patagonia Patches Together Loyalty

The Washington Post: “’If it’s broke, fix it!’ is a Patagonia company motto, and the company takes the motto seriously. It has operated a recycling and repair program, Worn Wear, in various permutations since 2005. In its Reno, Nev., service center, Patagonia operates the country’s largest outdoor gear-repair shop. During the 2017 fiscal year, it made 50,295 clothing repairs.”

“Fourteen employees are deployed to replace zippers, which accounted for 30,000 of last year’s repairs … Stores send up to 600 items a week. Others are mailed directly by customers. The company receives items that have been chewed by dogs (dogs have a thing about the plastic snaps at the back of ball caps, it turns out), faded by sunlight, burned by campfires and ripped by sharp rocks or sticks. Even after years of wear, garments get fixed, no questions asked. Items have been returned that are nearly a half-century old, dating to the infancy of the company founded by Yvon Chouinard in the mid-1970s.”

“Patagonia also has a small fleet of repair rigs that travel to dozens of college campuses and ski resorts, advertising these excursions much like band tours. Patagonia staffers offer to make free repairs (even to non-Patagonia items) and teach students and skiers how to make their own fixes. In addition to putting on learn-to-sew clinics, staffers organize events where students learn how to repair an item and then get to keep it for free. They also promote campus clothing swaps … If items returned by customers are too damaged to be resold, they are designated for reuse. Patagonia works with several entrepreneurs who ‘upcycle’ old garments into purses, scarves or other items.”

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