business growth and development specialists

Situated in the heart of Ward Center next to Mocha Java, DownTown GifThings, is a delightful gift store that is sure to not disappoint, featuring a variety of sundries, from luggage travel bags to organization-minded and practical gifts. The store’s owner, Cindy Kouchi, acquired the business 13 years ago at it’s original location in Bishop Square, when the business became available for purchase.  Her and her husband, Wesley Kouchi, made the commitment in 2003 and spent the next 7 years increasing the store’s bottom line in that downtown location year after year.  At its conception, the downtown location was a busy place with regular customers that would come in daily to talk story.  DownTown GifThings became known as a comfortable venue customers could always count on finding something unique.  “I’m always thinking of practical gifts – things that people can use,” says Cindy.

In 2010, Cindy jumped on an opportunity to move the store to a new location in Ward Warehouse, which opened the door to a new customer stream.  The business flourished at Ward Warehouse and continued with its upward movement for the next 5 years.  With the expansion and renovation of the Ward properties, Cindy moved the business a final time to Ward Center in 2015. 

With the move to Ward Center, the business has been able to maintain existing clientele from both previous locations, as well as accommodate new “tourist-based” customers. This new customer base has caused Cindy to expand the travel luggage and travel accessories, providing just about anything that a traveler would need to be prepared.  One of her newest and most popular lines are her anti-theft bags, which allow the traveler a greater peace of mind against theft. 

The popular anti-theft bags have been a huge hit and sell quickly.  They come in multiple styles from dressy to casual and feature many anti-theft features.  The built-in scanner blocker blocks credit card details from being scanned and stolen. The wire mesh component that is integrated in the fabric of the bag including the strap, prevents the bag from being cut and grabbed.  The many zippers with complex clasps make it near impossible for someone to casually unzip the bag without being noticed.

“It’s all about feeling good and earning the customers’ trust.  That means a lot to me.  This is why I always guarantee my products to the customer, no matter what,” replies Cindy in response to how she has developed such customer loyalty over the years.

A smart and strategic product line addition has been her recent offering of lifestyle and active products. As health awareness has increased globally, and with Hawaii being the healthiest state in the U.S., both tourists and locals appreciate these products.  Everything from sunscreen and lip balm to essential oils and soaps.  Cindy plans to greatly expand this popular line to accommodate the growing customer demand.

At the heart of DownTown GifThings, is Cindy’s passion to connect with her customers.  “Travel is about making memories,” says Cindy.  “I love hearing all my customers’ travel stories. My goal is to put the customer in a happy place when they come into the store.”

As a first-time business owner, seeing solid continual growth from day 1 and maintaining that for 13 years at 3 different locations, is nothing short of amazing.  Cindy attributes her success to a few key items, number 1 having a vision and not losing sight of that.  She noted that it was important that she was passionate about her vision, “without passion, it’s not going to work.”  

Beyond that, her advice to new business owners is starting small and staying within your budget. Cindy has a background in accounting, but believes anybody can be a business owner as long as they have someone on their team who has a solid fiscal understanding. 

Cindy doesn’t recommend a lot of change at once, but is emphatic that you need to be willing to change with time if your business is to survive, “Make sure to change with your customer feedback.  Be creative in introducing new products and trying new things, but try and see what works and what doesn’t one at a time.  Go with what works and drop what doesn’t.  It’s a lot of trial and error.” 

In emphasizing the role for marketing, Cindy asserts, “It’s also important to market yourself in some way.” As times have changed, so has the need for marketing.  Her biggest role models and influences in business and marketing have been her customers, her sales reps and her peers (other business owners.)