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Tag: Behind The Review

  • How Pana Food Truck Started Selling Arepas | Entrepreneur

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    Opinions expressed by Entrepreneur contributors are their own.

    German Sierra, founder of Pana Food Truck in Santa Cruz, California, never imagined his craving for a childhood comfort food would lead him to build a thriving business with a loyal following and the distinction of Yelp’s Top 100 Food Trucks.

    “My brother and I came to the United States in 2016 [from Venezuela],” he says. “There weren’t any arepas. We actually eat arepas every day in Venezuela, so we needed them. My brother was like, ‘Hey, why don’t we make some arepas and take them to the streets, and maybe people will buy them?’”

    Armed with foil-wrapped arepas and homemade Venezuelan juices, the brothers set up outside a supermarket. They didn’t sell a single one. A police officer stopped them, asking for a permit they didn’t know they needed. Instead of giving up, Sierra gave the food away and kept searching for a way forward.

    Related: They Built Their First Restaurant With Their ‘Bare Hands.’ Now They Have 380 Locations.

    “Sometimes there’s a little miscommunication between entities. Sometimes the health department will [have] different rules than the city,” Sierra says, describing the challenges he faced trying to get his business off the ground. “There are specific places to park. You cannot park everywhere because there’s gonna be competition with restaurants.”

    As a business with one core offering, Sierra had to sell the value of arepas to customers who had never heard of them.

    “It was hard in the beginning — and [is] still hard — to convince people why we don’t have other dishes,” Sierra says. “We wanted to focus on arepas [so] there is no confusion of what we sell, and it’s memorable.”

    Small adjustments, like listing arepas as “chicken” or “beef” on the menu, helped introduce the dish to American diners and reduce confusion without losing cultural authenticity. “When customers come, they want 30-second decisions — no half an hour figuring out the menu and what to get,” Sierra says.

    Related: He Grew His Small Business to a $25 Million Operation By Following These 5 Principles

    As word spread, Sierra focused on making connections with customers, pairing education about the food with free samples to encourage repeat visits. Early on, he recognized that an excellent customer experience made people more likely to choose Pana over another restaurant.

    “I didn’t wanna be just in the food truck business,” he says. “I want to be in the heart-warming business, because the food makes your heart warm. That’s the emotion I want to create every time.”

    Now celebrating six years in business, Pana continues to grow while staying true to its roots. In 2025, Sierra and his wife, Gabriella Ramirez, opened their first brick-and-mortar restaurant in downtown Santa Cruz. “It wasn’t an overnight success, and we’re still growing and improving,” Sierra says. “We are just a baby, and there’s so much that we can change and improve.”

    For Sierra, every arepa is a chance to share a piece of home, and to build what he calls “an arepa empire, one arepa at a time.”

    Related: These Brothers Turned a 2-Man Operation Into One of the Most Trusted Companies in Their Area. Here’s How.

    After turning a craving for arepas into one of Yelp’s Top 100 Food Trucks of 2025 and opening a brick-and-mortar, Sierra’s advice for current and future business owners is clear:

    • Start small but stay consistent. Break overwhelming challenges into smaller steps and commit to showing up for your customers every day.
    • Adapt to your audience while staying authentic. Customer education can help your audience understand new offerings and grow goodwill in your community.
    • Lead with generosity. Warm service and meaningful interactions matter just as much as what’s on the menu. Customers return not only for flavor, but also for connection.
    • Think about the big picture. For Sierra, selling arepas was never just about food — it was about creating heart-warming experiences. Any platform, whether it’s a food truck or restaurant, can be a vehicle to share your mission.
    • Play the long game. Building something meaningful takes time, patience and passion. If your business isn’t an immediate success, research the steps you’ll need to take to achieve smaller goals that get you closer to your vision.

    Watch the episode above to hear directly from German Sierra, and subscribe to Behind the Review for more from new business owners and reviewers every Wednesday.

    Editorial contributions by Jiah Choe and Kristi Lindahl

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    Emily Washcovick

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  • How Cava Grew From One to 380 Locations | Entrepreneur

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    Opinions expressed by Entrepreneur contributors are their own.

    Ted Xenohristos, co-founder and chief concept officer of Cava, drew inspiration from his immigrant parents’ Greek heritage and the food he ate growing up. What began as a humble restaurant inside an old Russian bakery in Rockville, Maryland, blossomed into a national brand with 380 locations across 28 states and Washington, D.C.

    “We wanted to do it for an affordable price and [offer] something that people could share,” Xenohristos says. “We built that first restaurant with our bare hands. Everything [was] from the Dollar Store, Target, Home Goods.”

    The first few weeks of business were filled with uncertainty and long hours. Xenohristos and Cava CEO Brett Schulman poured their energy into constructing the brand’s first location, building it from the ground up. Without a marketing budget, they relied instead on something more powerful: authenticity and hospitality.

    Related: He Grew His Small Business to a $25 Million Operation By Following These 5 Principles

    “We used our Mediterranean hospitality that we grew up knowing, without a marketing budget, without signs outside, without a POS system,” Xenohristos says. “We gave people free things — free drinks, free food, free dessert — and they eventually told other people, and before you knew it, that little restaurant had a really long line.”

    As word spread and momentum built, the founders realized they had tapped into something much bigger than a single restaurant. In just over six months, they opened a second location and expanded operations to include a retail line of dips and spreads, bringing Mediterranean flavors into grocery stores.

    Despite its rapid rise as one of Yelp’s fastest-growing brands of 2025, Cava never strayed from its core values of generosity and Mediterranean hospitality.

    “One of the reasons we started this business was to take care of people and to change the culture,” Xenohristos says. “We love food, we wanted to share it, but we really wanted to change how people were treated. It starts with that.”

    The brand’s mission statement is “to bring heart, health and humanity to food.”

    The company’s leaders demonstrate heart by caring for guests and staff, health through fresh Mediterranean ingredients and humanity by fostering connection and community inside and outside the company.

    “All those things together keep that culture alive,” Xenohristos says. “We still work hard to execute on that dream, to have a greater culture and restaurant.”

    Related: These Brothers Turned a 2-Man Operation Into One of the Most Trusted Companies in Their Area. Here’s How.

    Making culture a cornerstone of the business includes providing meaningful employee benefits, such as tuition discounts, family planning assistance, accessible healthcare and mental health resources. Cava also hosts an annual conference designed to foster connection and collaboration among general managers.

    This culture extends to the customer experience. Even in the fast-casual dining space, Cava’s team finds ways to create meaningful human connections. One such initiative is the “love button,” a tool that empowers employees to cover a customer’s meal if they notice someone having a rough day.

    Xenohristos says this initiative is all about “giving our team members the tools to be able to share that generosity that’s ingrained in us and our culture.”

    While no journey is without its challenges, Cava’s values continue to push the brand forward, redefining how guests experience food and hospitality. “As we continue to grow, the more we can do what we set out to do, which was change the restaurant industry,” Xenohristos says.

    His advice for current and future business leaders is clear:

    • Lead with purpose and heart. Building a business rooted in hospitality, care and connection creates lasting impact — for both your team and your customers.
    • Make culture your cornerstone. A thoughtful employee experience does more than retain talent; it distinguishes your brand.
    • Grow without losing your roots. No matter how big you scale, stay grounded in the mission that started it all. Authenticity is your most valuable asset.
    • Empower generosity. Give your team tools to care about their work, people and purpose. Small acts of kindness create big ripple effects.
    • Don’t just follow the industry — change it. Cava didn’t just open restaurants. It built a movement around food, humanity and culture, proving that chains can be both scalable and mission-driven.

    Related: Two Industry Leaders Share Their Best Advice for Restaurant Owners – And Reveal the Exact Amount You Can Raise Prices Without Losing Customers

    Watch the episode above to hear directly from Xenohristos, and subscribe to Behind the Review for more from new business owners and reviewers every Wednesday.

    Editorial contributions by Jiah Choe and Kristi Lindahl

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    Emily Washcovick

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  • How This Entrepreneur Went From Small Business to $25 Million | Entrepreneur

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    Opinions expressed by Entrepreneur contributors are their own.

    It’s hard to imagine modern life without air conditioning, heating and plumbing. For Josh Campbell, founder of Rescue Air and Plumbing, these necessities have been the foundation of his success as an entrepreneur.

    “We may as well be doctors,” Campbell says. “Doesn’t matter what’s happening in this world — we can’t have our quality of life without [these services].”

    Rescue Air and Plumbing doesn’t just rely on necessity for growth, however. The $25 million business has achieved success due to the ingrained, small-town values Campbell grew up with.

    “We treat people like we did when we grew up in the country, and we do what we say we’re gonna do,” he says. “Because if you burned a bridge where I’m from, that burnt bridge is gonna follow you forever.”

    Related: These Brothers Turned a 2-Man Operation Into One of the Most Trusted Companies in Their Area. Here’s How.

    This service mindset gives Rescue Air and Plumbing an edge in an industry where customers often feel like just another transaction.

    “[Businesses in Dallas] tend to move through people a little more. You burn a bridge here, you just move on to a new person,” Campbell says. “So I think having a country upbringing gives us a big competitive advantage in the city.”

    Campbell built his business around the idea that when people feel seen and cared for, not just sold to, they’ll keep coming back. “We do a killer job, and it’s just included in the service,” he says. “Once somebody uses us and they experience how well we do it and how differently we do it, they keep using us.”

    From the start, Campbell had a clear vision for growth. One of his most significant milestones came when he acquired a local plumbing business in 2022, expanding the company to more than 100 employees. “It’s very, very healthy in your company to demonstrate that you’re growing in interesting ways that people want to be a part of,” he says. “If you’re not growing, look for turnover in your company.”

    Related: Two Industry Leaders Share Their Best Advice for Restaurant Owners – And Reveal the Exact Amount You Can Raise Prices Without Losing Customers

    The decision to expand beyond HVAC services wasn’t just about increasing revenue. Campbell sought opportunities that aligned with Rescue Air’s existing customer base, team culture and operational strengths.

    “If you buy a company, you’ve bought an entire system,” he says. “Don’t change anything. Don’t break the machine. It’s already enough discomfort and change [for the employees].”

    The acquisition taught him that timing, resources and a clear purpose are essential when planning an expansion. You must be ready for new responsibilities and understand the workings of the business you’re plugging into your own.

    Campbell’s advice is to take things slow. Acquired businesses come with their own set of procedures and people. He recommends waiting two to three months to make changes, so new employees feel valued instead of confronted by changes to their daily work life.

    “If you’re gonna change the pay plan, it better improve their quality of life,” he says. “Give them wins before you start doing any procedural stuff they might not see any gains out of.”

    That same philosophy shapes his leadership style. Campbell focuses on creating an environment where his team can succeed, because when they win, the company wins.

    Related: This Is What the CEO of Kickstarter Wishes Aspiring Entrepreneurs Knew

    Campbell also stresses the importance of structure, time management and personal discipline. “I think it really is important as entrepreneurs to be mindful about your time,” he said. “So often you’re pulled in a million directions, so having those habits or things you do that are for yourself and for your business on a recurring basis are really important.”

    This discipline extends to finances as well. Although financial oversight might not be every business owner’s favorite task, Campbell views it as essential to informed decision-making.

    “If you don’t know your P&L, there is a ceiling for how far you’re gonna be able to grow your business,” he says. “Truly, if you wanna operate your business successfully and even think about growing, you have to know your numbers.”

    Whether it’s integrating a new acquisition or serving a long-term client, Campbell’s approach centers on transparency and accountability. “Don’t leave anybody in the unknown,” he says. “Over-communicate, as uncomfortable as it might be.”

    It’s this commitment that drives Rescue Air and Plumbing’s reputation and growth and sets it apart in a competitive industry. For Campbell, the equation is simple: Treat people right, follow through, and build customer trust that lasts.

    Related: She Created the Dance Studio She Was Looking For. Now, It’s a Nationwide Brand.

    After growing Rescue Air and Plumbing into a trusted name in the Dallas area, Campbell shares the guiding principles of the company’s success that can help other service businesses thrive:

    • Invest in people first. Whether it’s a customer or a team member, relationships matter. Be honest, keep your word and show people you value them beyond the transaction.
    • Lead with integrity. Always keep your promises to customers. Reliability and consistency are the foundation for long-term customer relationships.
    • Build a team you trust. Surround yourself with people who care about doing the job right. Set employees up for success by outlining clear expectations and processes.
    • Stay resilient through challenges. While navigating the ups and downs of running a business, staying true to your values can help you persevere.
    • Focus on lasting trust. Success in the service industry isn’t just about solving problems. It’s about earning a place in the customer’s life as a trusted partner.

    Watch the episode above to hear directly from Josh Campbell, and subscribe to Behind the Review for more from new business owners and reviewers every Wednesday.

    Editorial contributions by Jiah Choe and Kristi Lindahl

    This article is part of our ongoing America’s Favorite Mom & Pop Shops™ series highlighting family-owned and operated businesses.

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    Emily Washcovick

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  • How Miami’s Pest Brothers Got Its Start | Entrepreneur

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    Opinions expressed by Entrepreneur contributors are their own.

    Jose Rodriguez wanted to follow in his father’s footsteps and build a career in the pest control industry, so it was a dream come true when his brother, Michael, teamed up with him to start Pest Brothers. Their strong bond set the tone for a thriving business focused on building lasting relationships with customers.

    “I don’t think there are a lot of options where you get to work with your best friend and your biggest cheerleader,” Michael says. “For me, that was really the most important thing.”

    Related: Two Industry Leaders Share Their Best Advice for Restaurant Owners – And Reveal the Exact Amount You Can Raise Prices Without Losing Customers

    It turns out, going into business with your best friend can be your key differentiator. The two exhibit excellent teamwork, which is reflected in their customer interactions and many five-star reviews — securing their spot on Yelp’s Top 100 Local Businesses of 2025.

    “[Customers] find us well-tempered, well-mannered,” Michael says. “And the reason for it is we’re enjoying what we do and who we do it with. I think that’s really the basis for it all. And then from there, good things come.”

    Joined by their brother-in-law, John, each member of the Pest Brothers brings something different to the table, including recruiting, marketing and industry experience.

    Old-school relationship-building was key to their early growth. The team sponsors golf tournaments for local schools and attends community events to not only create visibility for Pest Brothers but also to honor their roots.

    “We were sponsors at the golf tournament for [my son’s] high school, where we get a lot of leads,” Jose says. “We advertise wherever we can because those are the folks who have fed us when we weren’t necessarily getting to Yelp’s Top 100.”

    Related: This Is What the CEO of Kickstarter Wishes Aspiring Entrepreneurs Knew

    Still, the brothers knew there was more they could do to boost online visibility. They saw Yelp as an opportunity to attract more leads, and the investment paid off quickly. “We tried out the free trial [of Yelp Ads], and it was an absolute success — almost like we flipped a light switch, and [leads] tremendously started flowing in,” Michael says.

    They received such an influx of attention from homeowners that they decided to stop sending out snail mail advertisements, which can have a low success rate.

    “Whenever we receive a lead on Yelp, it’s about speed to lead,” Michael says. “The more quickly we can reach out, the more quickly we can get to that house, service it and win that lead.”

    Its Yelp presence does more than lead generation, however. It also builds trust and helps turn potential customers into loyal, long-term regulars. Especially in the pest control and home service industry, a new customer doesn’t always mean one job. Every new lead is a chance to create a recurring customer — and the opportunities are rolling in for Pest Brothers.

    “These are folks that if you do a good job, they’re gonna reward you for a long period of time,” Michael says. “In terms of the Yelp leads I saw on our dashboard, views on our page have increased by 576% over the past 30 days [since winning Yelp’s Top 100]. You talk about market awareness — that’s tremendous. That’s viral if I’ve ever seen it, so it’s been awesome for us.”

    Once you have your audience’s attention, Jose emphasized how important it is to set clear expectations, such as how long a treatment will take or when the customer will see results. It’s this type of transparency that builds credibility, prevents confusion and earns five-star reviews.

    When mistakes inevitably happen, the brothers acknowledge them with grace, reaching out personally to customers to make things right. “If somebody calls you, you can definitely rectify their issue as soon as you can,” Jose says. “That’s literally the whole point of being a small business, [being] able to do that.”

    Related: She Created the Dance Studio She Was Looking For. Now, It’s a Nationwide Brand.

    After building Pest Brothers from a two-man operation into one of the most trusted pest control companies in the Miami area, co-founders Michael and Jose share what’s helped them succeed in the competitive home service industry:

    • Lead with trust. Customers extend trust when they let you into their homes and workplaces. Be reliable, show up when you say you will and treat every space with respect.
    • Invest in relationships. Repeat customers and referrals are the lifeblood of a service business. Learn people’s names, remember their concerns and treat every job as an opportunity to strengthen the connection.
    • Use tools to work smarter. From routing software to online reviews, technology can save time, improve efficiency and help you better serve customers. Leverage different platforms and tools to stay organized, respond faster and build your reputation.
    • Stay adaptable. Every job is different. Be ready to adjust your approach and keep learning new methods to stay competitive and efficient.
    • Build a reputation that lasts. Home services are about more than solving a specific problem. They’re about creating peace of mind. When people know you genuinely care about their home or business, they’ll trust you for years to come.

    Watch the episode above to hear directly from Michael and Jose Rodriguez, and subscribe to Behind the Review for more from new business owners and reviewers every Wednesday.

    Editorial contributions by Jiah Choe and Kristi Lindahl

    Ready to break through your revenue ceiling? Join us at Level Up, a conference for ambitious business leaders to unlock new growth opportunities.

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    Emily Washcovick

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  • How This Texas Farmers Market’s Gamble Paid Off Big | Entrepreneur

    How This Texas Farmers Market’s Gamble Paid Off Big | Entrepreneur

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    Opinions expressed by Entrepreneur contributors are their own.

    Fall Creek Farmers Market in Humble, Texas, is not just a spot to stop by for your Sunday morning coffee and a fresh vegetable or two. Owners Jonathan and Andrea Haskin built this vibrant space with a vision to change their community’s food shopping habits and educate their customers on the importance of buying fresh and local items.

    The couple came up with the idea for the market in 2015 when they started taking a longer look at what kind of food they had available to them and realized they had to travel far and wide just to source quality ingredients from local farmers. What would happen if they brought their community closer to the source?

    Related: Top Health and Wellness Franchises

    To their delight, the Haskin’s neighbors embraced the concept. Situated in the beautiful Fall Creek neighborhood, the market’s outdoor setup is near a golf course and several walking trails, drawing tons of people and their pets into the space every Sunday morning.

    Jonathan and Andrea prioritize being present in their space and providing a personalized experience for every visitor. Getting set up two hours before the market opens and staying until the last group trickles out, the pair walk around to greet and share their story with customers. In the market’s early days, their daughters sat at the entrance making bracelets for shoppers as they walked in.

    This community feel is what drew in reviewer Forest B., now a regular visitor of Fall Creek Farmers Market. “All of the vendors were so personable, willing to share advice and their specific stories,” his review reads. “I particularly enjoyed the cultural diversity. So much to learn at each booth.”

    With 20+ vendors spanning global cuisines, there is no limit to the kind of food you can sample at Fall Creek Farmers Market. On his first visit alone, Forest tried a Colombian coffee blend, two empanada flavors, Vietnamese egg rolls, and an Italian ice dessert. The cherry on top was getting to engage with the vendors themselves, learning firsthand about their products and journeys.

    Related: 4 Reasons Why You Should Enter the Health and Wellness Industry

    “One [vendor] that’s not mentioned in my review is the Indian couple who serve prepared foods there,” Forest said. “They are a little bit older. That’s completely different, say, from the couple who owns Frostbite, which is the Italian ice vendor. They’re youngsters and [are] actually looking to you to provide them information on your journey here in the United States. So you just learn quite a bit about the people. Sometimes people are a little surprised to find out that you know a lot about topics in their areas, but the way you learn a lot is by talking to people and being open and receptive.”

    Forest’s experience is a perfect example of Jonathan and Andrea’s educational ecosystem in action. First and foremost, the market aims to teach its visitors about the importance of fresh, quality food. The Haskins ensure their vendors share this passion and make an effort to educate every customer who visits their booth. 90% of Fall Creek’s vendors farm and ranch full-time. Some even take agriculture classes at Texas A&M.

    “They live it as we do,” Jonathan said. “And it starts from the inside. We are really passionate about immersing ourselves into the market, and we are very selective with who we allow [to be] a part of our team.”

    Jonathan and Andrea’s goal is to be the tipping point that pushes customers into the world of local food shopping, and they’ve found that preparation is key. They engage with customers online ahead of each sale to make sure they have all the information they need for a smooth visit. Because offerings shift each week to spice things up for shoppers and ensure seasonal produce stays front and center, Jonathan and Andrea provide a list of vendors and produce options in advance to help customers plan their meals and build out their grocery lists before arriving at the market.

    Related: How This Healthy Food App Scored a $200K Investment

    The most faithful customers do around 80% of their food shopping at Falls Creek Farmers Market, which was the vision the owners had in mind when they set out to build a business.

    “It’s not a craft show. It’s not a bake sale. You can actually come and get your pastured eggs and real items,” Jonathan said. “Knowing where your food is from is a big deal. It’s like getting a root canal or heart surgery. So it feels really good to be able to serve and to be able to give them access as we have it.”

    Not only is shopping locally good for your health, but it’s good for the local economy. Forest stressed the importance of spending your money and time at small businesses.

    “Business owners typically are here from other countries. [They] come from backgrounds in which there was virtually no safety net, so they bring their knowledge to the United States. When I’m looking at these businesses, I’m looking at how I can learn more so I can help other people in the community continue to start these small businesses that make our economy run.”

    Beyond making visits, reviewing is a powerful way customers can show support. Jonathan and Andrea take every review they receive to heart, always looking to expand the offerings and inclusivity of their space. They find it important to stay receptive to feedback, keeping the dialogue with customers open, genuine, and full of love.

    In addition to prioritizing customer education and building community, Falls Creek Farmers Market believes:

    • Passion starts from the inside. Put love and care into what you do and it will trickle down to your partners and employees—and ultimately your customers.
    • Preparation is key. Communicate online with your customers ahead of a sale so they know what to expect. Plus, make time to help out with any problems that come up.
    • Supporting local is a great way to learn new things. Opening up your mind and heart to small businesses might just help you discover an important lifestyle change.

    Listen to the episode below to hear directly from Jonathan, Andrea, and Forest, and subscribe to Behind the Review for more from new business owners and reviewers every Thursday.

    Available on: Spotify, Apple Podcasts, Google Podcasts, Pandora and Soundcloud.

    Editorial contributions by Callie Morgan and Kristi Lindahl.

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    Emily Washcovick

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  • The Opportunities We Unlock As Solopreneurs | Entrepreneur

    The Opportunities We Unlock As Solopreneurs | Entrepreneur

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    Opinions expressed by Entrepreneur contributors are their own.

    When Angela Shen sold her food tour business, Savor Seattle, it wasn’t an easy decision—and it involved many tears. After pivoting her business to curated food boxes during the pandemic, Angela wasn’t feeling challenged professionally or personally, so she decided it was time to move on.

    But the entrepreneurial drive that made her succeed with Savor Seattle never faded. After trying a corporate job and taking time off to travel, she decided to start something new: Savor the Wild Tours. Her new business offers novel food experiences in Washington’s local wilderness, such as mushroom foraging and oyster shucking.

    “You should be a lifetime learner. If you’ve stopped or you feel like, ‘I know enough, I’m a pro at this already,’ that’s no fun,” Angela said. “I’m having way more fun today than I have had in years.”

    At Savor Seattle, Angela had a team of 30 to 35 team members creating and running food tours with her. With her new business, she’s a solo entrepreneur and does all the work herself: finding locations, creating itineraries, and leading tours.

    When creating a new business, Angela also adopted a new mindset—less focus on success in terms of profits and more on providing quality experiences.

    “It won’t be 30,000 [customers] a year like we did before, maybe a couple hundred, maybe even a thousand,” Angela said. “That personal touch and that impact that we have is so much deeper, and it makes me happy. That is a marker of success that never was part of the equation before.”

    After owning and working on Savor Seattle for 17 years, Angela felt her identity was intertwined with the identity of the business. With Savor the Wild, she tries to compartmentalize work from her personal life to avoid stress and burnout. As a one-person operation, she’s able to run the tours on her own schedule, allowing her to spend more quality time with her family and work on other business ventures, such as business consulting.

    “I was lucky as an entrepreneur to have started a successful business early in my career, so I have this privilege now of not having all of that pressure on me to say my success in life is defined by this one business,” Angela said. “I feel really proud of that, and my kids got to see that, and I think now it’s about showing them and myself that I’m capable of more.”

    In addition to Savor the Wild having a similar namesake, Angela maintains Savor Seattle’s values of diversity and inclusion in her new ventures. She makes sure every customer feels welcome at each experience, no matter what they look like or where they come from.

    “I don’t really look like your average mushroom forager. Most people I encounter in the woods look very different,” Angela said. “As someone who is of minority background and had to deal with adversity to get to where I’m today, and will continue to deal with it, I want to make it easier for others to come into this space and to do so in a way that feels safe and welcoming.”

    When debating big business decisions, other business owners can learn from Angela’s journey, including the following tips:

    • Stay true to your values. While Savor the Wild offers different experiences from Savor Seattle, both businesses foster a spirit of adventure and inclusion, representing the business owner’s values.
    • Form valuable partnerships. Throughout her journey, Angela found trustworthy business partners that helped her think through tough business decisions and even connected her with the company that bought Savor Seattle.
    • Listen to your gut. When debating the sale of Savor Seattle, Angela listened to her hunch, leading her to a fulfilling decision that opened doors to new opportunities.

    Listen to the episode below to hear directly from Angela, and subscribe to Behind the Review for more from new business owners and reviewers every Thursday. You can also check out our 2021 episode with Angela.

    Available on: Spotify, Apple Podcasts, Google Podcasts, Stitcher, and Soundcloud.

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    Emily Washcovick

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  • Building a Successful Business on a Foundation of Feedback | Entrepreneur

    Building a Successful Business on a Foundation of Feedback | Entrepreneur

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    Opinions expressed by Entrepreneur contributors are their own.

    Alok Ahuja started Trexity, a last mile, local delivery platform, after realizing there was a specific need for a software platform that offers efficient, same-day delivery from small businesses to the doorsteps of customers. This realization came when Alok was juggling the multiple responsibilities that came with being a stay-at-home dad and caring for his ill father, making it impossible for him to step away from home.

    This gap in the market propelled Alok to change the local delivery game. Back in 2019 when Trexity was first created, he sought out the advice of Uber drivers in order to better understand the industry he was breaking into.

    “I went to those driver’s cars, and I knocked on their windows one by one, and I asked them, ‘Why do you do this? What do you love about it? What do you hate about it? What would you do if you were in charge?’” Alok said. “I started to get a tremendous amount of feedback from these drivers… Now, the crazy thing is, those drivers in 2019 are still my same focus group drivers. They’re still working with Trexity, so I love them. But from day one of deciding to build this out, I only made my decisions based on the feedback I got from the couriers that were already doing it.”

    In addition to seeking feedback from those in the business, Alok highlights how crucial it is to dive deep into the needs and wants of your customer base—and the best way to do that is to listen to them.

    “For me, feedback and focus groups are a part of every decision we make as a company. And it’s so important to stay in touch with making sure you’re actually solving a problem that needs to be solved.”

    Although his business is built on feedback, Alok knows that the number of reviews a company receives can be overwhelming. While it might seem impossible to sift through the commentary, Alok’s personal tip is to allocate a small part of your week to read through what your customers are saying.

    The key is to remember that reviews are written by real humans who typically want to help your business improve. While critical feedback can sting, reviews that are three stars or fewer are the ones Alok pays particular attention to when looking for ways to improve his business.

    “Go to the darkest places of your feedback [from] actual shoppers that have constructive feedback on something that you can do to improve. If they truly care about your business or the value of goods that they’re getting, they’ll give you real feedback,” he said. “It’s not hard to get nowadays. So my advice is to those business owners, don’t be overwhelmed by the amount of feedback you get, but try to home in on the ones where you know you can improve as a business.”

    Reading through reviews is only half of the battle. The next step is deciding how to incorporate feedback. Alok’s advice? Never make knee jerk reactions. Instead, take ample time to think about what is being said so you’re never making decisions based on a temporary emotion. Second, don’t try to get a genuine, critical review removed—that’s the equivalent of silencing your customer.

    Creating a dialogue with reviewers humanizes your business and gives you an opportunity to provide great customer service. Not every reviewer will give you a second chance, but other potential customers will see how you responded or tried to resolve any issues. You might even find some reviewers are open to talking about their experience and just need you to listen.

    For example, Alok shared that a customer might say: “‘Listen, thanks for reaching out. I appreciate you guys trying to solve this problem, but I’m still upset.’ And that is an opportunity for you to go offline and show the humility you have as a company for the issue they went through because of something you couldn’t deliver on or something you couldn’t provide them with.”

    More lessons Alok has learned that other entrepreneurs can apply to their businesses include:

    • Don’t take your company so seriously that you can’t enjoy yourself. Never forget the real reason you started—to fulfill people’s needs while being able to do what you love and are passionate about.
    • As the owner of a business, show humility and grace. Talking to your customers yourself can help you understand them on a deeper level and help you build brand loyalty.
    • Set boundaries. Your business is important, but so is work-life balance. Avoid burnout by taking time away from work and delegating important tasks to your team.

    Listen to the episode below to hear directly from Alok, and subscribe to Behind the Review for more from new business owners and reviewers every Thursday.

    Available on: Spotify, Apple Podcasts, Google Podcasts, Stitcher, and Soundcloud.

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  • Building a Business With Customer Care at The Forefront | Entrepreneur

    Building a Business With Customer Care at The Forefront | Entrepreneur

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    Sometimes the most difficult experiences can push you in the right direction. For Carmen Sturniolo, owner of Ambitious Athletics, that moment came after his father passed away from a medical condition. He realized a desk job wouldn’t satisfy him and began thinking about how he could live his life to the fullest.

    “There’s gotta be something more I could be doing for the world, kind of like my dad did,” Carmen said. “He was a carpenter, also cut hair. He had a small business in his day, and he never had to hand out a business card. Everybody came to him.”

    Inspired by his dad, Carmen quit his job and started working at a gym as a personal trainer, gaining skills and learning more about the industry. Feeling like he could offer more, he pursued his own fitness business, training clients at his house or the park and fostering an unofficial gym community. When it was time to open his first brick-and-mortar business in 2015, he made sure the space was encouraging and inspiring for his clients.

    “With every decision as an entrepreneur, you’re looking to maximize your time and perfect everything right up front. So it was many hours of standing in this shelled out space,” he said. “When you walk in, there’s a big mural with our chevrons up there that says, ‘Strong, fit, athletic.’ And that’s what I always want to bring to our clients, and hopefully our clients want to embody.”

    Yelp reviewer Steven C. said he found Ambitious Athletics on Yelp while reading reviews to find a gym he could feel comfortable going to. Prior bad experiences at other gyms had made him nervous about entering the fitness scene without a lot of experience.

    “What I was really nervous about was, I’ve been to gyms before, and most of the time it’s just like open equipment. So you go and you feel bad about yourself because everyone else is very in shape,” Steven said.

    In order to address common concerns and fears similar to Steven’s, Carmen has a personal conversation with each potential client that comes in and offers a $20 one-week trial period so potential clients have a low risk option to try out the gym.

    “Honestly, it’s so we can just have a conversation with you and be ourselves and demonstrate our quality of training here, our community, and how we carry ourselves and want to actually make a difference in health and fitness,” Carmen said.

    Because he understands how important it is for each client to be cared for, Carmen asks questions during the trial period—ranging from what their fitness goals are to where they are in their life. This creates a safe environment where clients feel understood and less intimidated with a professional to guide them and help them achieve their goals.

    “So you come in for that starter session, and that gives us the opportunity to meet you, understand where you are, who you are as a person, what you’ve done in the past, what you’re currently doing, what you’re currently looking for. What’s your injury history like? Why are you doing this?” he said. “That would be important to me if I walked into any gym, any business where I was investing in myself, to be known as somebody, not just a number, and be a part of the volume of clientele.”

    Backing up that sentiment, Carmen said he and his staff look at a report every Friday to see which clients have been able to come in and which ones haven’t. If clients haven’t shown up, they check in to make sure they’re doing okay.

    “We know that showing up three to four times a week is most beneficial for your goals. And we like to see people. It’s always more fun when there’s more people in here and everyone is in here and laughing and having a great time, ’cause fitness should be fun,” he said.

    When it comes to feedback about the experience his business provides, Carmen takes reviews very seriously and has a process for reading and responding to them.

    “If it’s a one star or a five star, I wanna be able to read it, absorb it, and react logically if there needs to be a reaction, or let it hit me emotionally. So I take the time to carve out like 30 minutes and just absorb it,” Carmen said. “If it’s a current member, I’ll email them and say ‘Thank you so much for taking the time to write this review that you feel is helpful to us, and also helpful to the next person.”

    Other businesses can learn from Ambitious Athletics’s journey, including the following tips:

    • Don’t be afraid to pivot. Carmen wasn’t satisfied with his career and was able to start a business he was passionate about. Oftentimes, your passion can become your competitive advantage.
    • Form relationships with your customers, and let them know you care. Getting to know your clients as people can help them build loyalty toward your business while helping them achieve their personal goals.
    • Make the customer’s comfort and satisfaction a priority. Take the time to understand your target audience to create a personalized experience customers will come back for.
    • Read and respond to reviews. Carmen carves out 30 minutes to read and process his reviews and thanks customers for writing them. Investing in customer engagement can help improve your business’s reputation.

    Listen to the episode below to hear directly from Carmen and Steven, and subscribe to Behind the Review for more from new business owners and reviewers every Thursday.

    Available on: Spotify, Apple Podcasts, Google Podcasts, Stitcher, and Soundcloud.

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  • 34 Years of Success: How Sandra’s Next Generation Continues to Impress | Entrepreneur

    34 Years of Success: How Sandra’s Next Generation Continues to Impress | Entrepreneur

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    Sandra’s Next Generation, a soul food restaurant in New Haven, Connecticut, is #56 on Yelp’s 2023 Top 100 Places to Eat in the U.S. It’s been a local staple for 34 years, with owner Sandra Pittman cooking in the same kitchen since 1989.

    Sandra and her husband Miguel have perfected their working dynamic, playing to their own strengths and supporting one another to keep the restaurant running after all these years.

    “The reason why we are where we are today is because we really divide and conquer. He has his role. I have my role. And we respect each other’s role,” Sandra said.

    “When you speak about the restaurant business, the reason why it’s so challenging and it’s forever changing is because it has so many moving parts. And all the parts have to work together as a unit. And I guess that’s part of our success of being in business for 34 years,” Miguel added.

    While solidarity seems to be the secret sauce at Sandra’s, the owners are well aware that their customers expect exceptional food, atmosphere, and service when they visit.

    “You are only as good as your last meal because the people, they’re gonna remember the last meal. So as a business owner, you have to be on the top of your game,” Miguel said.

    According to Yelp reviewer and community manager Alex T., the Pittmans are hitting the nail on the head: “It’s pretty amazing. The second you walk in, you can just feel the vibe and the energy of Sandra’s Next Generation. You are gonna smell so many delicious scents and flavors.”

    Those welcoming aromas are all thanks to Sandra’s 84-year-old mother, who passed down her recipes. However, like many family recipes, there was a history and meaning behind them that Sandra had to discover before she could fully appreciate the legacy she was preserving.

    “As a little girl, I used to always hear my mom’s stories about how hard she worked on a farm growing up, working from sunup to sundown, and how she would raise her own sweet potatoes. She talked about all these stories, but they didn’t really connect to me because I never had an opportunity to really see it until I actually went to the South when I was 16 years old and saw the cotton fields and saw how they grew their vegetables. It connected with me then—just to be able to share her recipes and keep her inspiration going and just keep her fight going. Let her know that everything that she did wasn’t in vain.”

    That fight and inspiration from her mother’s history translates into everything Sandra wants to provide for her customers.

    “When people come, I want them to feel the vibes. I want them to be inspired. I want them to know that any dreams that you have, it doesn’t matter how big it is, you have to believe that you could do it. You have to fight. You have to get up every single day with a mindset. The mindset is everything, no matter what, because there’s gonna be many failures in your life. Where we are today is because of our failures. You can’t quit. You gotta get up. You just gotta keep on going.”

    Restaurants and businesses in any industry can learn more from Sandra’s story, including:

    • Being authentic while also mixing it up. Providing a traditional experience or genuine recipes doesn’t mean you can’t get creative. Explore the trends in your industry that you can incorporate to wow current customers and attract new ones.
    • Becoming a force for good in your community. “Be the change you want to see” can apply to a nation or a neighborhood. Your local business serves a community, so uplifting that community and being a positive influence can be a boon to revenue and everyone around you.
    • Intentionally hiring and supporting your staff. Motivating your team and leading with honesty and empathy highlights the humanity of your business. Everyone has bad days, but if they work in an understanding environment, they’ll be more likely to show up for you and give you their best.

    Listen to the episode below to hear directly from Sandra, Miguel, and Alex, and subscribe to Behind the Review for more from new business owners and reviewers every Thursday.

    Available on: Spotify, Apple Podcasts, Google Podcasts, Stitcher, and Soundcloud.

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  • Social Responsibility: The Unexpected Product of a NYC Chocolate Shop | Entrepreneur

    Social Responsibility: The Unexpected Product of a NYC Chocolate Shop | Entrepreneur

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    One of the oldest chocolate shops in New York City, Aigner Chocolates has been serving chocolate treats and other sweets for 93 years. When Rachel Kellner and her husband Mark Libertini bought and took over the store in 2015, they had to navigate how to preserve the store’s identity while also keeping it exciting for future generations.

    Mark is a pastry chef and restaurateur, but as a former social worker, Rachel had no experience in the food industry. Rather than seeing her untraditional background as a mismatch, she used it to bring a new perspective to the store.

    “Business is really all about networking. It’s all about building relationships, and I love doing that,” Rachel said. “As a therapist, that’s your role. A therapist-client relationship is based on the trust and safety that you build with your client.”

    While the ownership is different, much of Aigner Chocolates is the same. Mark and Rachel use all of the same recipes as the original owners so customers eat the same classic chocolates they have been for years.

    In terms of evolving the store, Rachel changed the branding, updated the website, and built a stronger online presence. She’s also single-handedly grown media relationships and written press releases.

    “I built those relationships, and now it’s to the point where I’ll literally text my media contacts and say, ‘Hey, this is what’s going on,’ and I’ll pitch them stories,” Rachel said. “There are so many terrible things happening in the world that the news couldn’t go on if they didn’t have some lighthearted pieces, so we’re always able to provide that.”

    While Rachel continues to expand Aigner Chocolates’s presence online and capitalize on media coverage, she still thinks the store’s strength lies in the in-person experience for customers. She prioritizes training her staff and treats them like family, which comes across in their interactions with customers.

    For Yelp Community Manager Samantha B., the in-person experience will always be preferable to ordering Aigner Chocolates online. She loves coming into the store due to the relationships the staff has built with her over the years.

    “I’m a people person to begin with, so it’s always really nice to just walk into a brick and mortar and see a smiling face.” Samantha said. “We got so comfortable during the pandemic just sitting behind a screen, but I’m just not that person.”

    In addition to treating all walk-ins as valued customers, Aigner Chocolates engages the community by frequently giving back to local charities and organizations, such as the Queens Center for Progress and a local hospital.

    Rachel sees these efforts as a way to combine her social work background with her new experience in the food industry. During the pandemic, the shop donated chocolate totalling around $30,000 in value. Now, Rachel sets a donation budget and selects local organizations whose values align with her business.

    “We’ve been gifted this incredible opportunity to run this business, to carry on a tradition, and it’s my husband and my social responsibility to spread joy,” Rachel said. “We’ve really taken that on in every way that we can, and we just try and find ways to do that.”

    Other creative strategies to engage the community from Aigner Chocolates include:

    • Host community events. Aigner Chocolates frequently hosts fundraisers with local schools and organizations. Hosting these events is a great way to raise awareness for both your business and causes you care about.
    • Hire local community members. Rachel frequently hires students from local high schools and partners with local universities to give college students internship opportunities. By offering jobs and professional development opportunities, you can grow your small business’s ties to the community.
    • Treat customers like family. As a longstanding business, staff at Aigner Chocolates ensure that old and new customers alike feel welcomed. Prioritizing customer service helps every customer feel like a valued part of the community and creates loyal patrons.

    Listen to the episode below to hear directly from Rachel and Samantha, and subscribe to Behind the Review for more from new business owners and reviewers every Thursday.

    Available on: Spotify, Apple Podcasts, Google Podcasts, Stitcher, and Soundcloud.

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  • How to Grow Your Business With Social Media | Entrepreneur

    How to Grow Your Business With Social Media | Entrepreneur

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    Personal trainer Miriam Fried built her business, MF Strong, primarily by posting how-to videos on her social media channels, like Instagram, TikTok, and Facebook. But when it was time to expand from a virtual presence to a brick-and-mortar location, she realized there was more heavy lifting to do. She needed a way to advertise her business locally and attract in-person clients.

    As a one- or two-person company working in the virtual space until this year, Miriam wasn’t sure she was a big enough business to justify creating a Yelp Page. Once she sat down with Yelp’s Small Business Expert Emily Washcovick, however, Miriam saw the benefits immediately.

    “I’d love to have a Yelp Page. I just had never sat down to do it,” she said. “[Emily] gave me that accountability of yeah, this is a good thing. We should have this, especially since we opened our own brick-and-mortar studio this year. A lot of people in the neighborhood don’t know we exist. If anybody lives in the area and they’re searching for personal trainers, I always want to be the first one that shows up for people, and Yelp is a really good way to do that.”

    As Miriam discovered, setting up and claiming her Yelp Business Page was easy since she already had all the information she needed on hand. In addition to adding basic business information, like contact details and location, she was able to add high-quality photos and a business description that tells potential customers who she is, what she believes in, and what she offers—something Miriam learned is more important than telling people what she doesn’t do.

    “Sometimes when I talk about my business, I’ll say we don’t do diet culture. We don’t do the shame and the blame and the guilt,” she said. “So it was very important for me to edit and say what we do offer versus what we don’t offer. If someone’s searching, I want the stuff we offer to pop up.”

    Within a short period of time, Miriam started to notice an uptick in search results and new clients. By changing the way she thought about her messaging, she could better convey MF Strong’s unique stance on fitness, focusing on health and happiness rather than weight loss.

    Miriam also asks each new client how they heard about MF Strong when they sign up so she has an accurate picture of how, and if, her marketing efforts (and dollars) are working. Because it’s free to be on Yelp, Miriam didn’t have to spend anything to get set up and going.

    Before setting up her Yelp Page, she said, “Most of our clientele come through social media. That’s our biggest funnel of clients. So I definitely take note when I see them coming from elsewhere..”

    Now that the business has taken off, Miriam has handed MF Strong’s social media channels to a social media manager, an important delegation strategy that shows how robust the business has become.

    “It’s so important to be able to delegate and be able to say, ‘I could do this, but it’s just a thing I don’t need to do.’” she said. “As a business owner, making those distinctions is so vital for the business but also for your own mental health to say, ‘Where am I needed and where is it non-essential for me to be controlling the situation?’”

    There are more lessons from Miriam and Emily that could help your small business on this episode of Behind the Review, including:

    • List your business categories and specific services on your Yelp Page. There are more than 1,500 categories on Yelp to choose from, and you can choose up to three. Displaying your niche is key to helping potential customers find you, so be sure to select your specific services and describe the outstanding ones in your Specialties section.
    • Be yourself. On social media and your Yelp Page, showing up with an authentic voice goes a long way with potential and current customers.
    • Get ahead with artificial intelligence (AI). AI can help you draft content like polite and professional communications to customers or social media captions. The key is using it sparingly and always maintaining a personal touch in every correspondence.

    Listen to the episode below to hear directly from Miriam and Emily, and subscribe to Behind the Review for more from new business owners and reviewers every Thursday.

    Available on: Spotify, Apple Podcasts, Google Podcasts, Stitcher, and Soundcloud.

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  • The Major Benefits of Social Media for Small Business Owners | Entrepreneur

    The Major Benefits of Social Media for Small Business Owners | Entrepreneur

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    Small business owners know the only constant in life is change. Technology has evolved with the times, altering business practices and even what it means to be an entrepreneur. When it comes to selling products or services, it’s hard to turn a blind eye to the benefits of online platforms like social media. While beginners might be intimidated by the algorithms and formulas of Instagram, TikTok, or Facebook at first, learning to harness the power of your digital presence can lead to long-term success.

    Crystal Vilkaitis, owner of social media strategy company Crystal Media, knows how daunting it can be to create unique and personal content for social media, which is why she always reassures clients with a simple tenet—be yourself.

    “We love relatable content. That’s what gets us to watch people, gets us to stop the scroll, is when it’s somebody like us or somebody that we aspire to be,” Crystal said—adding that business owners just starting out on social media don’t need to worry about filters, scripts, or content that is expertly edited and produced.

    “We don’t want perfect. Perfect isn’t relatable. So when you are sharing your stories and behind the scenes and what goes into running the store and just getting to know the store owner, you’re starting to feel like, this is my friend. I wanna support them. And when you are being your authentic self, the right people are gonna connect with you.”

    Selling products through social media outlets is a growing priority for business and marketers, and small business owners can take advantage of that trend no matter the size of their business or products offered.

    “I really recommend retailers to sell through social media. It’s one of the best ways,” Crystal said, emphasizing that you want your business to show up where your target demographic spends most of their time and to offer a shopping experience they enjoy.

    While social media ad campaigns are effective, they can be costly. Therefore, one of Crystal’s top recommendations is live selling (live streaming the products you have for sale) because it’s easy on the business owner and on the consumer. She also recognizes, however, that some business owners may be reluctant to try out new and unfamiliar strategies.

    “There’s a lot of resistance when it comes to social media and putting ourselves out there. But if we can push through that, get comfortable with the uncomfortable, show up anyway, and be consistent, you start becoming that local celebrity. The people at the bank recognize you, and you find those primary customer groups that just love you and will become lifelong customers—that will also share your content, talk about you to their friends, and really connect again in that meaningful way.”

    Oftentimes, running a social media campaign takes up more time than a business owner has, which becomes the perfect opportunity to delegate, whether to a professional like Crystal, a business partner, or an employee. No matter who runs the accounts, business owners should always be aware of how it works, what makes a campaign successful, and if the campaigns are meeting goals and driving revenue.

    “Education is really important for retailers and small businesses, especially when it comes to marketing and social media. Retailers say, ‘Please do my social media. I don’t wanna do it. I’m so busy.’ But when we don’t know what we don’t know, it’s really hard to manage that company or manage that person that’s gonna be helping you with your social media.

    “I really want retailers to be empowered to know enough. For some, they love it. They love marketing, so they wanna know it all. But most of them are busy business owners, so they need to know enough to make sure they’re doing the right thing and that it is actually supporting their business goals.”

    More strategic tips from Crystal Vilkaitis in this week’s Behind the Review include:

    • Use SMART (Specific, Measurable, Achievable, Relevant, and Timed) goals in your social media planning as well as overall business planning.
    • Do research when hiring a social media strategy company. Ask for references and examples of their work. Crystal had a client whose previous social media manager posted items online that were not in her inventory, creating confusion.
    • AI and ChatGPT can help you respond to comments. Take advantage of AI technology to help you draft potential responses to comments, then customize them and add your personality. This can help you stay focused and efficient, while still being “you” in your replies.

    Listen to the episode below to hear directly from Crystal and Emily, and subscribe to Behind the Review for more from new business owners and reviewers every Thursday.

    Available on: Spotify, Apple Podcasts, Google Podcasts, Stitcher, and Soundcloud.

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  • Meet #6 on Yelp’s Top 100 Places to Eat: Sunbliss Cafe | Entrepreneur

    Meet #6 on Yelp’s Top 100 Places to Eat: Sunbliss Cafe | Entrepreneur

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    Around 15 miles from Disneyland, Sunbliss Café in Anaheim, California echoes the cheery spirit of the theme park. After garnering social media buzz with its bright blue lattes and Instagrammable interior, Sunbliss has become a popular destination for coffee, tea, and healthy eats like smoothie bowls and avocado toast. Recently, Sunbliss was awarded the #6 spot on Yelp’s Top 100 Places to Eat, a list of the best restaurants across the U.S., with the help of votes from Yelp users.

    Owner Tani Ahmed did not always see herself running her own restaurant, much less an award-winning one. While working on the corporate side of a large beverage company, she met various restaurateurs and franchise owners who inspired her to start her own café. Since Tani had no restaurant experience, the main way she learned to open a restaurant was doing research on YouTube.

    “I had contemplated it for a few years, and I feel like I have entrepreneurial blood. It’s in me, and it’s something special that you have to have,” Tani said. “It’s like jumping off a cliff and building a parachute on the way down.”

    When creating a menu for Sunbliss, Tani wanted to bring a unique spin to all of the drinks. Instead of a classic mocha or latte, customers can find untraditional flavors like the “Cloudy Coconut” cold brew topped with sweet blue foam. This variety is appreciated by customers like Yelp reviewer Alyssa Mae L.

    “I’m a hundred percent into trying new things,” Alyssa Mae said. “I really love when coffee shops don’t just have the generic latte, cappuccino, macchiato, so I find myself gravitating towards places that have unique flavors.”

    Sunbliss prides itself on offering the freshest products possible, such as sauces and syrups made in-house from locally sourced ingredients. However, a challenge to using these high-quality items is having to charge a heftier price to compensate for their cost.

    Tani said it comes down to good marketing to sell the product to customers who are skeptical of Sunbliss’s prices, especially compared to a typical coffee shop or café. For Sunbliss, this means using social media marketing as an opportunity to educate customers on the health benefits of its menu items.

    “We do educational-based marketing. What’s funny is that people don’t really see how important it is [to] spend more on your health,” Tani said. “They’ll hesitate to buy a juice for $9.50, but they won’t hesitate to buy a $20 drink like a cocktail. For $9.50, you’re adding good nutrients and good bacteria to your body.”

    While Alyssa Mae loved the drink she ordered at Sunbliss, the welcoming customer service made her experience memorable and inspired her to leave a 5-star review. Initially, Alyssa Mae was overwhelmed by Sunbliss’s extensive menu, but the staff helped by giving her suggestions of what to order.

    “They really gave me patience when navigating [the menu],” Alyssa Mae said. “It was early in the morning, and I know they were getting into the groove of a morning shift, so it was nice to receive that sort of patience and get some guiding points on what’s good.”

    To ensure customers like Alyssa Mae have a memorable experience at the café, Tani emphasizes the importance of building a strong culture among her staff, which comes across to customers. This starts at the hiring process, where Tani ensures team members have not only the necessary skills but also the same values as Sunbliss.

    To keep customers coming back, Tani established customer service guidelines all staff members need to follow, such as asking every customer what their name is. After being open for only a couple of years, she’s proud of the strong relationships her staff has built with customers.

    “We see the same people every single day. Our employees are the reason we have that following,” Tani said. “We’re all human. We experience bad days. Anytime we come in with some sad news or just that bad day hovering over us, it feels like when you start your shift, everything turns around because there’s always someone that you recognize or know that comes in and has that self-lifting energy that rubs off on you.”

    Other businesses can learn from Sunbliss’s journey to Yelp’s Top 100 Places to Eat, including the following tips:

    • Bring creativity to your products. Don’t shy from bringing a personal, unique touch to your business’s offerings, as Tani did with Sunbliss’s colorful coffee drinks.
    • Use social media as a powerful marketing tool. Outside of customer interactions, social media is a great way to connect with customers and educate them on your product offerings.
    • Foster a collaborative team. A strong team spirit will come across in customer interactions. Consider creating customer service guidelines based on your core values for staff to follow.
    • Make the customer experience memorable. Get to know customers on a personal level by asking them how their days are going and what their names are. Remembering your repeat customers can help turn them into regulars.

    Listen to the episode below to hear directly from Tani and Alyssa Mae, and subscribe to Behind the Review for more from new business owners and reviewers every Thursday.

    Available on: Spotify, Apple Podcasts, Google Podcasts, Stitcher, and Soundcloud.

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  • How Adela’s Country Eatery Makes Big Waves and Yelp’s Top 100 Places to Eat | Entrepreneur

    How Adela’s Country Eatery Makes Big Waves and Yelp’s Top 100 Places to Eat | Entrepreneur

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    In a strip mall in Oahu, Hawaii, one might not expect to find an award-winning restaurant. Yet Adela’s Country Eatery has grown a name for itself beyond its small takeout counter, winning the #5 spot on Yelp’s Top 100 Places to Eat. Praised by customers for the delightful customer service and perfectly cooked noodles, Adela’s traces much of its appeal and success back to its central mission of sustainability.

    Owners Adela Visitacion and Millie Chan create colorful noodle dishes using locally grown Hawaiian produce that would otherwise be thrown away, such as purple-hued Okinawan sweet potatoes from nearby farms. Director of Business Development Elizabeth Chan helped create the restaurant with her mother Millie, with the goal of bringing this special produce to a larger audience.

    “[Okinawan sweet potatoes] were being fed to pigs because the farmer couldn’t get it to the market in Honolulu, so we were like, ‘Wait a second! We could use this for something else,’” Elizabeth said. “It’s a staple that everybody likes and nobody [was] doing this yet.”

    Reviewer Gina L. resonated with Adela’s mission to use locally sourced ingredients: “Since it’s on an island, I feel like that’s really important for the economy within the island versus having them import items that are more costly [which] bumps up the price. They’re able to not only support farmers but also their neighbors and their friends through their products.”

    With locally sourced produce at the forefront of its Hawaiian-fusion dishes, Adela’s is a true testament to the local culture. Because it only has a takeout counter, customers are encouraged to eat their food outside and enjoy the beautiful scenery Hawaii has to offer. But while they’re waiting, they can watch the noodle-making process. By giving customers a first-hand peek into the cooking process, Elizabeth hopes the customer experience is memorable, even without table service.

    “We thought that for the person making the noodles, it would be fun to have a chance to actually meet the people they’re making the noodles for and chat with the customers,” Elizabeth said. “For our customers, we thought we’d bring the experience a little bit closer to them because we do actually find the noodle process to be almost magical when it comes out.”

    In addition to the values of sustainability, one of Adela’s strongest values is family. Millie and Elizabeth foster a close-knit kitchen team and try to make all customers feel like they’re a part of the family as well.

    Adela’s welcoming customer service has garnered the restaurant a fair share of regular customers—and over 2,000 Yelp reviews. To strengthen relationships with new customers, Millie always greets them and guides them through the ordering process, answering any questions about the dishes and the ingredients behind them.

    “I’m just happy to see [customers] walk into our restaurant,” Millie said. “It’s like seeing an old pal you haven’t met for a long time, and it’s just the excitement that inspires me.”

    Gina said she felt Millie’s warmth from the second she stepped into the restaurant. This pleasurable customer experience inspired her to leave a 5-star Yelp review.

    “When we walked in, it felt very local. [Millie] welcomed us in, and then my sister and I didn’t know how to order, so she ended up leading us through the process,” Gina said. “She was very patient with us. She had the sweetest voice, and she seemed like a very good person overall.”

    In addition to its delicious food, Adela’s achievement on Yelp’s Top 100 Places to Eat was made possible by:

    • Putting business values at the forefront. As a small business, let your customers know what your values are, whether they are displayed on social media or branding around your storefront.
    • Showing customers how much they care. Invite customers in and give them a behind-the-scenes look at your process to make their experience memorable.
    • Building a united staff. Treat your team members like family to make them excited to come into work every day. Customers will feel the passion they have for your business.

    Listen to the episode below to hear directly from Millie, Elizabeth, and Gina, and subscribe to Behind the Review for more from new business owners and reviewers every Thursday.

    Available on: Spotify, Apple Podcasts, Google Podcasts, Stitcher, and Soundcloud

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    Emily Washcovick

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  • How Dogpatch Games Wrote the Rulebook for Tabletop Gaming Customer Service? | Entrepreneur

    How Dogpatch Games Wrote the Rulebook for Tabletop Gaming Customer Service? | Entrepreneur

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    Opinions expressed by Entrepreneur contributors are their own.

    Behind the Review host and Yelp’s Small Business Expert, Emily Washcovick, shares a look at this week’s episode of the podcast.

    Growing up, Shannon spent countless hours playing board games with his family, a core memory he wanted to help others recreate, especially during the pandemic when people were feeling largely disconnected. From that, Dogpatch Games was born—a board game store in San Francisco that, soon after opening, became more than just a place to buy games.

    “One of our key tenets or touchstones that we try to focus on is inclusivity,” Shannon said. “It’s this idea that there is a seat for everybody, and there’s a game for everybody. This game may not be for you, but this game is, and you just haven’t found it yet.”

    Shannon’s approach to entrepreneurship was to start slow, giving the business a chance to grow in the neighborhood. He started with a soft opening, in which the business was only open a few hours of the day. Even with limited hours, curious customers still trickled in, giving Shannon the opportunity to wow them.

    One such customer was Yelp Elite reviewer Jenny X., who saw the store when she moved to the area. Before entering, she thought Dogpatch would be a one-time visit. To her surprise, it ended up being a memorable experience she couldn’t wait to tell her friends about.

    “I definitely entered being really skeptical. I [thought], we’re just gonna pop in and leave. This is not going to be somewhere we’re going to spend a lot of time,” Jenny said. “Just seeing how much passion the owner had for games, I let my guard down a little and [decided] to not be skeptical for a second here and let him try to convince us.”

    To make Dogpatch more than a store, Shannon goes the extra mile to make customers feel comfortable. Similar to Jenny’s experience, he frequently offers to teach customers how to play different board games and asks questions to figure out which games they’ll like best.

    By easing customers into the business, Shannon was later able to introduce a membership model for return customers, which provides a stable stream of revenue for the store. In deciding prices for different membership levels, Shannon prioritized accessibility for all customers.

    “We were trying to find a price that feels fair but recognizing that this is a premium game space,” Shannon said. “We want to have our community members feel like they’re getting enough value for their membership, where they’re getting the premium service, but they’re getting enough of a discount for it and getting invited to these extra things so that they don’t want to give up their membership.”

    As part of the membership model, Dogpatch hosts exclusive events and game nights for members. It also hosts events open to any community members, such as Dungeon & Dragons tournaments and Ladies’ Nights, to help customers meet each other and form new connections.

    Moving forward, Shannon hopes to integrate Dogpatch even more into the community by partnering with local businesses, such as his “Parents’ Night Out” initiative with local restaurant Gilberth’s Latin Fusion, where parents can drop their kids off at Dogpatch and receive a discount on their meal out.

    “The kids are here for two hours playing games. We got them—you go have your date night and then come back and pick them up,” Shannon said. “We’re trying to create a little neighborhood community with other establishments in our neighborhood because we’re all in this together.”

    Other small businesses can learn effective strategies from Dogpatch’s playbook, such as:

    • Considering a soft opening model. A soft opening can be a great way to garner excitement for your business and get the word out organically without a high resource investment.
    • Building a solid pricing model. Creating profiles of your ideal customers can help you decide on a pricing model that’s right for your business and accessible to customers.
    • Integrating your business in the community. Host community events open to all, and partner with other local businesses to help each other grow.
    • Giving customers an experience to talk about. Prioritize customer service and help customers feel comfortable with unfamiliar experiences to keep them (and their friends) coming back.

    Listen to the episode below to hear directly from Shannon and Jenny, and subscribe to Behind the Review for more from new business owners and reviewers every Thursday.

    Available on: Spotify, Apple Podcasts, Google Podcasts, Stitcher, and Soundcloud

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    Emily Washcovick

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  • Putting You in Your Business | Entrepreneur

    Putting You in Your Business | Entrepreneur

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    Opinions expressed by Entrepreneur contributors are their own.

    Behind the Review host and Yelp’s Small Business Expert, Emily Washcovick, shares a look at this week’s episode of the podcast.

    Small business owners pour their time, knowledge, and money into building a business and keeping it running, all while trying to increase their bottom line, hire great employees, and create an excellent customer experience.

    With multiple priorities to juggle, it can be easy to leave out a crucial element of the business plan: the business owner themselves. When your business reflects more of you as a person—and not just an owner—you can humanize your business, improve the customer experience, and build brand loyalty.

    An easy way to put your voice and personality into your business is through your responses to online reviews. When a business owner takes the time to respond with an authentic voice, current and potential customers take notice. In fact, 88% of consumers are likely to use a business if they can see the business owner responds to their reviews, whether positive or critical.

    Even when things go wrong, Alyssa Bayer, owner of Milk + Honey Spa in Austin, said that her review response matters more than a mistake made during the customer’s experience.

    “Things are going to go wrong. That’s a given,” she said. “What really matters is how the business responds when things go wrong. And that’s what I think separates truly exceptional customer service from the average. Customers who’ve had the biggest customer service breakdown, a really horrific experience, when you have the opportunity to fix that and exceed their expectations, those customers are the ones that become the most loyal and fanatical.”

    Josh Campbell, owner of Rescue Air Heating and Cooling, agreed with Alyssa, making sure to also thank reviewers for their critical feedback.

    “They want to voice this concern because it’s not okay. And I’ll listen to them, and I’ll be like, I’m taking action on this. I’m going to build a better company. Every time, I thank them for the 1-star review. This is how I grow,” he said.

    It might not be your first instinct to thank a customer for a critical review, but according to Josh, reviewers often feel much better about their experience with his business after he responds, sometimes updating their reviews to be more positive because he engaged with them (not because he asked them to).

    Another way to be front and center in your business is to remain in a service mindset, even when interactions with reviewers or customers get tough. Brian Batch, co-owner of Bird Bird Biscuit in Austin, likes to keep that attitude top of mind when working with customers.

    “When you’re having a really hard interaction with a guest or someone on the team, if you can ask yourself, ‘how can I blow this person’s mind,’ that puts you in a place where you have the best opportunity to go through that situation to bring the best fruit,” he said.

    “You’re thinking about serving that person. And when you’re in a service mindset, that’s the place where you’re not judging that person, and then you can navigate with clarity.”

    Taking a moment to see the situation from your client’s perspective can prevent a defensive response (which can do more harm than not responding at all).

    Because you won’t always be available, it’s crucial to hire employees who are passionate about your business and are willing to uphold the customer experience even in your absence.

    Brandon Gardner, owner of SoCo Taphouse in San Angelo, Texas, makes a point to hire employees who love craft beer. It’s non-negotiable in his hiring practice because a bartender who is well versed in the beers on tap can personalize each interaction for every customer.

    “We try to pick the people that love craft beer because if you come into the place and you wanna work there and you don’t love craft beer, you’re not gonna exactly have the greatest way of interacting with the bar regulars, talking about beer or giving them something good to drink,” he said.

    This Behind the Review episode is chock-full of entrepreneurial advice that could benefit your business, including:

    • Employee training is key to an excellent customer experience. You can’t always be there, so you’ll need to hire and train employees willing to believe in your mission and uphold your company’s processes and policies.
    • Don’t be afraid to put some of your personality, your life, and your outside passions into your business. People appreciate authenticity, and that translates into good reviews and social media success.
    • It’s just as important to respond to positive reviews as it is to critical ones. Make sure your responses are sincere. Creating various templated responses can help you get started.
    • Hire slow, fire fast. Your employees are often the face of your business, but hiring the wrong people can impact the entire team.

    Listen to the episode below to hear more from our business owners over the last two years, and subscribe to Behind the Review for more from new business owners and reviewers every Thursday.

    Available on: Spotify, Apple Podcasts, Google Podcasts, Stitcher, and Soundcloud

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    Emily Washcovick

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  • The Recipe For Making a Customer For Life: Personalization, Quality, and Care

    The Recipe For Making a Customer For Life: Personalization, Quality, and Care

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    Opinions expressed by Entrepreneur contributors are their own.

    Behind the Review host and Yelp’s Small Business Expert, Emily Washcovick, shares a look at this week’s episode of the podcast.


    Boite de Fleurs

    To some customers, the decision to purchase from a small business rather than a big retailer comes down to something very simple—the experience they have in the store. Due to their size, small businesses have the advantage of being able to build deeper relationships with their customers through exceptional service or a customized product.

    Tina Y., owner of Phoenix floral shop Boite de Fleurs, says her dedication to adding that personalized touch to not only the product but also the shopping experience is what drives her luxury flower business.

    “We make everything curated for the customer who’s ordering it. If they call in and want something specific, even if it takes us a day or two to make sure we get the exact flowers from our vendors, we make sure we do that because we want to deliver a great experience at the end of the day,” she said.

    It was Tina’s genuine care that impressed Yelp reviewer, Reginald M., who went to Boite de Fleurs with his one-year-old son to pick out the perfect Mother’s Day gift for his wife. He says the memory of having the whole store to himself while Reggie Jr. chose the flowers is one he’ll cherish forever—and what cemented his status as a loyal customer.

    “When my son walked in there, they catered to him. He picked out each flower that’s in that arrangement. It was memorable. It’s the kinda things that [mean] I’ll never buy flowers from anyone else.”

    Many small business owners can relate to the origin story of Boite de Fleurs, which Tina started in her garage five years ago. What initially began as a side hustle blossomed into a full business when she opened up her brick-and-mortar store in February 2020, right before the pandemic presented entrepreneurs with unprecedented challenges.

    “Going through the pandemic and not really knowing what to expect or even how long it was going to be and pushing through to actually having a sustainable business for the last three years has been tough,” she said. “But it’s been great at the same time because it’s something I feel like not a lot of people can say that they’ve done or they’ve gone through. That’s not what we were expecting when we first opened up.”

    Despite the obstacles she’s had to overcome in the past few years, Tina’s commitment to customer service has remained constant. She puts meticulous care into everything, from the quality of the product to the delivery process, so that each order is exactly what the customer has envisioned.

    “To me, that’s what it’s all about: making sure I can get whatever it is that the customer wants,” she said. “I just feel like that’s what people want nowadays. Everybody wants something specific, whether they’ve seen it online or somewhere else, or someone else has gotten something.”

    When a potential customer approaches your small business, a good product might not be all they’re looking for. Providing that memorable experience through customer service that goes above and beyond or a special personalized touch is a solid way to leave a strong impression on clients and keep them coming back.

    In this week’s episode, Tina discussed some other great tips that keep her business flourishing:

    • Responding to all reviews, whether they’re positive or critical, is one way to let your customers know they are valued. Customers will notice when you take the time and effort to respond to feedback. In Reggie’s case, he felt special and heard when Tina responded to his review.
    • Your store’s digital presence can often be a potential customer’s first impression of your business. Especially in this day and age, a majority of your customers will find your business through social media or an online review platform like Yelp. Uploading eye-catching photos and accurate information on your social media platforms and review sites can inspire someone’s decision to choose your small business over your competitors.
    • Make sure the quality of your product justifies a higher price point. Many customers won’t mind paying extra for an experience and product that reflects the care and attention that goes into each purchase, especially when it comes to special occasions.

    Listen to the episode below to hear from Tina and Reginald, and subscribe to Behind the Review for more from new business owners and reviewers every Thursday.

    Available on: Spotify, Apple Podcasts, Google Podcasts, Stitcher, and Soundcloud

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    Emily Washcovick

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