We recently connected with Haley Sferra and have shared our conversation below.
Haley, appreciate you joining us today. Taking care of customers isn’t just good business – it is often one of the main reasons folks went into business in the first place. So, we’d love to get a conversation going around how to best help clients feel appreciated – maybe you can share something you’ve done or seen someone do that’s been really effective at helping a customer feel valued?
I do not have a specific instance to share regarding customer appreciation; but rather, my entire approach to my business and our core values revolve around our appreciation for our clients. I do not think there will ever be a point in my career where I am not tickled by the idea that someone wants *me* to make their wedding cake. What an honor! The first step in my process is meeting for a consultation, this one-on-one meeting with the client has always been such an important launching point to my creative process. Getting to know a couple (outside the wedding details) directly translates into a unique & perfectly paired cake for their special day. This individualized process is a great way for the client to know they are appreciated & they are my focus, and how important it is to me that I create something spectacular for them. I do not take the job lightly! Clients are often surprised & delighted by the attention & enthusiasm they receive during a consultation and it assures me that the time and effort that goes into this stage is totally worth it!
Haley, love having you share your insights with us. Before we ask you more questions, maybe you can take a moment to introduce yourself to our readers who might have missed our earlier conversations?
I always loved baking, but the endless possibilities to create unique designs, special connections with clients, and the opportunity to be imaginative and create edible art is what drew me to the wedding/custom cake path.
My name is Haley Vincenza, so I chose the name By Cenza to serve as a signature on everything I create; similar to how an artist signs their work! From concept to execution, it is my heart + hands that create and produce the cakes. I specialize in fondant cakes with handmade sugar florals & details.
By Cenza is unique as we do not have a one-size-fits-all approach to cakes. My passion & enthusiasm is along for every step of the process and I give my all into every single cake that leaves my doors!
How’d you build such a strong reputation within your market?
I have always firmly believed that if I am genuine in my approach to my business, I could let my enthusiasm and my meticulous execution speak for itself & build my reputation. So far, this has definitely been the case! I have worked hard to be reliable, available, and honest at all times. I am genuinely excited to meet new people and talk cake, and even more excited to make a cake, and this means that people enjoy working with me & will keep coming back or referring people!
How do you keep in touch with clients and foster brand loyalty?
Making wedding cakes means that I do not expect to have a lot of repeat clients. However, I have established a great system with wedding clients that they can always reach out for cakes big & small after their wedding day. This has turned into a lot of milestones with clients, whether it’s holidays, birthdays, baby showers, or children’s birthday cakes! It is just another way that I can show a client how much they mean to me! Our relationship does not end when I drop off the wedding cake at the venue.
Contact Info:
- Website: bycenza.com
- Instagram: @bycenza