How Do You Build Customer Loyalty That Lasts 41 Years? kapak görseli

How Do You Build Customer Loyalty That Lasts 41 Years?

How Do You Build Customer Loyalty That Lasts 41 Years?

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 Molly Voorhees was ten years old when her father and his partner Mike Knapp opened the first Becks Prime in Houston in 1985. She went to Middlebury, spent her twenties doing product work in Silicon Valley, went to Stanford, and came home to join the company in 2007. Becks turned forty one this year. Mike Knapp is still the chief operating officer.The family has been in food longer than that. Her father's great uncle Winfield Campbell won a bakery in a poker match in 1925, along with a horse and a wagon, and turned it into one of the largest syndicated bakeries in the world before selling to Anheuser-Busch. The newest business in the family carries his name. Across all of it Molly has raised and deployed more than twenty million dollars in private capital.The lesson she brought home from Silicon Valley is the one that runs through all of it: build something people love. She learned there that she couldn't sell a product she didn't love, and she didn't want to do that again.Most of this conversation is about what that kind of standard actually costs. Her father would tell the team to count the pickles, so that no bite of the burger arrives without one. If you eat in, they do not put a lid on your cup, because a lid makes it feel like fast food. Roughly half the staff has been there more than five years and the anniversary wall runs past thirty. When a customer's order of five hundred chocolate nutcrackers arrived in Topeka with half the heads broken off, the team made five hundred more over a weekend and somebody drove them ten hours.Then the second half turns, because she is honest about the part that is not going well. The Chocolate Bar was losing half a million dollars when the Becks team took it over in 2019. She was in the owners' office with a business plan to buy it on a Monday in 2020, and that Friday the schools closed for COVID. The turnaround became a crash course in food manufacturing, and she calls herself the accidental manufacturer. This summer she hired consultants, opened the books, and asked them to tell her if she should shut it down. And when Craig asked how she keeps from being the bottleneck, she started with her team's risk calls and ended on herself. The moment she knows she is failing as a leader is the moment her people are afraid to tell her something has gone wrong.What we covered:→ Counting the pickles, and what a forty one year old standard costs to hold→ Why the lid on your cup is a decision, not an accident→ Build something people love: why she couldn't sell a product she didn't love→ Taking over a chocolate shop that was losing half a million dollars→ Becoming the accidental manufacturer, from allergen labels to packaging that costs ten dollars here and one dollar abroad→ Opening the books to outside consultants and asking them whether to shut it downThe problem is rarely the mistake. It is the three weeks nobody told you about it.Molly, thank you for telling us how this chapter is going before you know how it ends.Chapters0:00 Teaser0:58 Welcome to Escape Velocity, and a bakery won in a 1925 poker game3:43 What Becks Prime is, and the birth of fast casual6:41 Count the pickles: no lid on your cup, and the best part of someone's day12:17 Silicon Valley: you can't sell a product you don't love15:05 Forty one years in: competition, a scratch kitchen, and keeping people21:15 Taking over a chocolate shop losing half a million dollars, and becoming the accidental manufacturer30:28 What did you mess up? Breaking toes, and 500 nutcrackers driven to Topeka38:11 Build something people love, and opening Agnes Café & Provisions43:36 When to bring in outside experts, and "tell me if I should shut this down"53:50 How do I stop being the bottleneck? A team afraid to tell you1:01:24 Where to find Becks Prime, Winfield's and AgnesConnect with Molly Voorhees President, Becks Prime, Winfield's Chocolate Bar & Agnes Café & Provisions https://www.winfieldschocolate.comhttps://www.becksprime.comhttps://www.linkedin.com/in/molly-voorhees-5b52565/Connect with Craig Ceccanti https://www.craigceccanti.comhttps://www.linkedin.com/in/craigceccanti/https://www.instagram.com/craigceccanti/Mentioned in this episode: Agnes Café & Provisions, cofounded with Carolyn Dorros: https://www.agneshtx.comAunt Etta cake, at Winfield's One Foot Over, Steak and Ale, where Mike Knapp came from Café Borrone, the Silicon Valley cafe Agnes is modeled onABOUT ESCAPE VELOCITY Honest conversations with founders and operators about the messy middle of scaling, the trust, people, and hard lessons it takes to build a business that runs without you. Hosted by Craig Ceccanti, Professional EOS Implementer® in Houston.Every episode:https://podcast.craigceccanti.comSubscribe for full conversations and weekly clips. Share this with someone on your leadership team. Comment your biggest takeaway.Been through the messy middle yourself? Come be a guest.https://podcast.craigceccanti.com/guestMusic licensed through ...
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