Alright – so today we’ve got the honor of introducing you to Hayley Stevens. We think you’ll enjoy our conversation, we’ve shared it below.

Hayley, thanks for taking the time to share your stories with us today Before we get into specifics, let’s talk about success more generally. What do you think it takes to be successful?

I think success requires many ingredients, but some of the first that come to mind are uniqueness in the industry, product integrity, human to human customer service, and open mindedness.

Find your unique niche in your industry and lean into it. For us and our retail tea and honey shop, we created an 8 seat tea bar as a space to gather, connect, and learn about the product and a honey room to taste the product. Our tea bar is very interactive, and is a calm environment to sit with a friend, spend a day with a book, or engage in tea discussions and discover with our tea tender. We’ve created a community of regulars who pass though at different times in their life, and know that they have an alternative bar to belly up to! Most tea shops are retail only or have an adjacent table service tea room, but we feel that making our staff accessible for our customers creates e a unique, personalized experience with how our customers relate to tea.

Product integrity is a key ingredient to success. Believing in what you sell, and offering wonderful goods that you and your staff love is everything. Products with a story and your ability to transmit the story and share your suggestions, will set you apart from the online market, and also, draw people back to you if you have a online store.

Human to human customer service is a big part of success. Adapting your service to the needs of the customer, answering the phone during business hours when they call, responding to emails promptly, all go a long way! We’ve found customers to be so grateful to prompt replies, and even more grateful not to have to work through an automated system. Replicate the feeling of connection with your customers online and transmit your unique brand personality in your marketing.

Open-mindedness as your company grows and evolves is very important. Listen to your customer feedback with open ears, and keep track of their suggestions. For example, our tea service offerings have changed over the years, as customers seek medicinal herbs, specialty drinks, and honey pairings. Adapt, while keeping your values in place.

As always, we appreciate you sharing your insights and we’ve got a few more questions for you, but before we get to all of that can you take a minute to introduce yourself and give our readers some of your back background and context?

In my 20s, I was focused on my culinary career and Europe. I attended, Alma, a culinary school in Italy and continued my career there in starred restaurants in the north and south. I came back to the states full of passion for raw materials and ready to find a sustainable food job. I began work as a culinary instructor at the International Culinary Center (formerly the French Culinary Institute) in their Italian Culinary program, and spent four wonderful years learning from my colleagues and students, sharing my passion for food, and meeting new people. I did, however, suffer from terrible caffeine deprivation headaches, as a result of my many espresso breaks as a cook in Italy. It was a good friend and colleague, who directed me to a nearby tea popup, and there I discovered the beauty in tea, its ritual, and culture. I began to dream of owning my own shop and sharing my passion for this beverage that I found so grounding and uplifting, without the anxiousness I would feel from coffee.

Saratoga Tea & Honey Co. opened in the spring of 2015 in beautiful Victorian Saratoga Springs, New York. It was a collaboration of ideas by local owners of Saratoga Olive Oil Co., Clint and Barbara Braidwood, and myself. They dreamt of opening a honey shop, and I a tea shop, with a space to share my love of tea. Together we created an interactive experience with a honey room for raw honey tasting and a tea bar for cup to stay or to-go. Today, we serve our customers online and in-store and also have a growing wholesale department. While I’m the sole owner, I am so grateful to have the most wonderful help from employees who love the product and my family who loves me! I couldn’t do it without the design eye of my mother or my Mr. Fix-It father and their collective business guidance.

We’d love to hear about how you keep in touch with clients.

Social media engagement with customers, frequent (but not too frequent) emails with relevant content, and responsive customer service has all helped us create brand loyalty. Responding to customers in a timely manner, answering the phone, and engaging with customer on social platforms continues the experience of Saratoga Tea and Honey on their devices. We are strategic with our emails, making sure they offer education, discounts, or shop news/events. Meaningful interactions tailored to your customers go a long way!

What do you think helped you build your reputation within your market?

Consistency in our customer service, high quality products and offering new events and products, along with the interactive components to our shop: the tea bar and honey tasting room.

Contact Info:

• Website: www.saratogateaandhoney.com
• Instagram: saratoga_teaandhoneyco
• Facebook: Saratoga Tea & Honey Co.
• Youtube: Saratoga Tea and Honey Company