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Among the bustling streets of Portland, Oregon, Powell’s City of Books stands out as a monument to the written word. This expansive store is not only a bookstore – it is a cultural cornerstone where recent meets old, and every shelf tells a story.
Founded in the Seventies, Powell’s has expanded to multiple locations, each of which is a haven for book lovers. The store’s commitment to bringing recent, used, and out-of-print books together on the same shelves not only challenges industry norms, but also allows for a tangible exploration of literature past and present.
“Our mission has always been to keep books circulating in the community and giving them a second life with new readers,” said Bry Hoag, general manager of the foremost Powell location. This philosophy has ensured a loyal customer base and reduces the store’s environmental impact by reusing books. To listen Behind the review episode below to listen to directly from Bry Hoag.
The community around Powell’s reflects the diversity and vitality of Portland itself. The store attracts each locals and tourists friendly atmosphere and the promise of discovery around every corner.
“People come here not just to buy a book, but to immerse themselves in an environment that celebrates the joy of reading,” Bry said.
Chelsea G, a frequent Yelp Elite patron and reviewer, has brought her passion for discovering local businesses to Powell’s. Initially drawn to the store by recommendations, Chelsea quickly fell in love with the expansive and eclectic setting of Powell’s.
Recalling her visits, Chelsea highlighted the store’s unique ability to mix a wide selection of products with a cozy, intimate atmosphere, making it an attractive place not only to purchase books, but also to learn about the local culture and community. Her recent review after a 2024 return highlights the consistency and resilience of Powell’s, noting that the essence of the bookstore stays intact even after the pandemic – inviting the next generation to wander through its stories.
“I was exploring the city looking for a place to start my career, and I was surprised when locals recommended a bookstore to me. I visited Powell’s twice in one week. Coming back in 2024 was just as impressive for me with my fiancé,” Chelsea said.
Powell’s pioneering philosophy of selling used books alongside recent ones is a cornerstone of its business model. This practice is not only a retail strategy, but a commitment sustainable development which resonates deeply with Portland’s environmentally conscious community.
“From the very beginning, our founder, Walter Powell, envisioned a bookstore that would not only serve readers but also be an environmental advocate,” Bry said.
By giving books a second life, Powell’s ensures that they may proceed to encourage and educate long after their initial publication. This approach each reduces waste and provides customers with reasonably priced access to a wider range of literature.
New and used pieces sit side by side, and visitors are challenged to make decisions that may go beyond recent releases and include previously loved releases. “This setup encourages our customers to explore new interests and appreciate the quality of a well-bound volume, whether it is new or has been read before,” Bry said.
The inclusive pricing model also ensures that everybody from students to collectors can find something inside their budget, reinforcing Powell’s role as a community resource as much as a retail space.
Customers like Chelsea are drawn to extensive collections and a dynamic environment that encourages social interaction. “Visiting Powell’s isn’t just about buying the latest bestseller,” Chelsea said. “It’s about being part of a community that celebrates diversity and creativity.”
Chelsea’s frequent visits to Powell’s highlight one other key aspect of its appeal: uniqueness customer support. “Every time I’m there, it’s obvious that the staff really cares about our experience,” Chelsea said. “They are not there to point you to the right section. They reach out to you, ask what books you like, and even make personalized recommendations.”
This attention to detail turns an bizarre shopping trip into a unique literary journey, making each visit unique and rewarding.
“We see ourselves as more than just booksellers,” Bry said. “Thanks to books, we pass on knowledge and joy. Our goal is to create unforgettable, engaging experiences for everyone who walks through our doors. Whether they are visiting us regularly or for the first time, we want them to leave with a memorable story about their time at Powell’s.
This unique blend of commerce and community keeps customers like Chelsea coming back to find new treasures and familiar comforts. “Each visit to Powell’s brings a new discovery, making it more than just a bookstore — it is a cornerstone of our local culture,” she said.
To achieve success, Powell’s City of Books adopts the following principles:
- Combine innovation with tradition. Powell’s approach of blending recent and used items encourages customers to understand each the recent and the nostalgic, creating a unique shopping experience. This principle can encourage firms in any sector to mix traditional methods innovative ideas in order to extend their attractiveness.
- Build a community, not only a customer base. By hosting events and creating a welcoming environment, Powell’s has transformed his business into a community center while growing customer loyalty and commitment.
- Prioritize exceptional customer support. Excellent service is of universal importance to local businesses. Powell’s commitment to knowledgeable staff who provide personalized service sets standards that may increase customer satisfaction and repeat business.
- Use the feedback for continuous improvement. Actively soliciting and responding to customer feedback has helped Powell’s remain relevant and conscious of consumer needs. This principle is essential for any company to stay competitive and continually improve its products and services.
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This article is a part of our ongoing America’s Favorite Mom and Pop Stores™ series, highlighting family-owned and -operated businesses.
Editorial contributions: Charlotte Che and Kristi Lindahl