We recently connected with Lillian McGinnis and have shared our conversation below.

Hi Lillian, thanks for 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?

At The Leaf, we truly appreciate each and every customer who has walked through our doors. Our customers are the heartbeat of our business, and they are what keeps us thriving. One way we show our appreciation is by remembering names, orders, and the unique preferences of our patrons.

Our customers have become part of our family, and we want them to know they can always come to us in times of need. Recently, a regular customer shared with us that he was hungry but didn’t have the means to pay. We were grateful he felt comfortable enough to share this with us, and we ensured he left satisfied and cared for.

Everyone faces challenges, and it’s okay to ask for help. We are proud to be a supportive community, and we’re thankful for the opportunity to make a difference in the lives of our customers. We are so grateful for each and every one of them!

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?

I have many years of experience in food service prior to opening my business, which has equipped me with valuable insights into the industry. Our name, Broken Leaf, reflects our journey. Just as tea leaves, when broken, transform into something wonderful in water, our story embodies resilience.

My family has faced significant challenges, including my mother’s battle with stage 3 ovarian cancer. During her treatment, we developed the vision for our business. My goal was to create a safe and welcoming space for everyone, regardless of age. Having navigated chronic depression and anxiety myself, I wanted to show others they are not alone.

What sets us apart is our commitment to positivity and good vibes. We write a positive quote or message on every cup, aiming to brighten our customers’ days. Additionally, we celebrate positivity by featuring notes from our customers on our to-go bags.

I believe we have made a meaningful impact in our community, and I am dedicated to continuing this journey to help others. I’m incredibly proud of what we’ve accomplished in such a short time and excited for what lies ahead!

How do you keep your team’s morale high?

As a business owner, I believe it’s essential to communicate to my team just how important they are. They are the ones who help keep my dream alive and thriving. While it’s my responsibility to ensure that operations run smoothly and efficiently, I strive to do so in a way that fosters a collaborative environment.

I see my role as one of support, emphasizing that we are all working towards a common goal. By actively participating in the day-to-day tasks alongside my team, I gain invaluable insights into their work and challenges. This firsthand experience allows me to be the best boss I can be, as it helps me understand what needs to be done and how to empower my team effectively. Ultimately, a strong team dynamic is crucial to our success, and I’m committed to nurturing that every day.

What’s worked well for you in terms of a source for new clients?

The best source of new customers for our business has been our existing customers. We’ve experienced significant growth through word of mouth, which speaks to the quality of the experiences we strive to create. Our goal is to provide such exceptional service that our customers feel inspired to share their positive experiences with their friends and family. It’s truly rewarding to see someone enjoy what we offer so much that they want to bring their loved ones in to share that experience. We deeply value our customers and are committed to continuing to exceed their expectations.

Contact Info:

• Website: Brokenleafcafe.com
• Instagram: @brokenleafcafe
• Facebook: https://www.facebook.com/profile.php?id=100090778068069&mibextid=ZbWKwL

Image Credits
Owner Lillian McGinnis