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How I Built This with Guy Raz
How I Built This with Guy Raz

Advice Line with Kip Tindell of The Container Store

September 10, 2026 • 38m

Summary

⏱️ 9 min read

Overview

Kip Tindall, co-founder of The Container Store, returns to discuss retirement, the challenges of retail, and advises three entrepreneurs on their businesses: a magic cooling wand for kids, a personalized gift engraving company, and an innovative sleep product that went viral. The episode explores themes of patient growth, customer service excellence, and building lasting brands beyond viral moments.

Kip Tindall on The Container Store's Journey and Bankruptcy

Kip reflects on The Container Store's 43-year success story before his retirement eight years ago, and the company's recent struggles culminating in bankruptcy and acquisition by Bed Bath & Beyond. He discusses the painful experience of watching his 'baby' struggle after stepping away, while acknowledging that retail has fundamentally changed with Amazon and online shopping. Despite the difficult ending, Kip emphasizes that few businesses last 50 years and nothing is permanent in business.

  • The Container Store was successful for 43 years before Kip and Sharon retired about 8-9 years ago
  • The company filed for bankruptcy and was acquired by Bed Bath & Beyond for approximately $150 million
  • Retail has fundamentally changed with Amazon and online shopping, moving away from high-service, solution-based selling
  • Few businesses from the top of the NYSE 20-50 years ago are still successful today
" It was the most fun, wonderful, great, successful business for 43 years. Nobody loved their work more. "
" Nothing is all that permanent. "

The Changing Nature of Retail and Customer Service

Kip discusses how retail has shifted from high-touch, solution-based selling to frictionless, people-free transactions. He reflects on how The Container Store once employed the highest-paid salespeople who could solve complex problems in 45 minutes, leaving customers elated. While acknowledging this shift, both Kip and Guy agree there's still opportunity for brands that offer excellent human-to-human service, as evidenced by local businesses that provide genuine expertise.

  • Retail has moved toward frictionless, no-people-involved service rather than individualized solution-selling
  • Container Store salespeople could solve problems like toy storage that had driven customers crazy for years
  • There's still value in human expertise, as demonstrated by knowledgeable waiters enhancing dining experiences
  • Brands offering excellent human customer service may find themselves in advantageous positions
" I mean, we would have people come in that have been driven crazy by their toy storage area of their home for four or five years. And in 45 minutes, we could solve that problem for them. And when they left the store, they were elated. "

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