Alright – so today we’ve got the honor of introducing you to Patricia Belyea. We think you’ll enjoy our conversation, we’ve shared it below.
Patricia, 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?
The Business of Delight
It’s always the little things that bring delight. Something unexpected. Something thoughtful.
In prepping vintage Japanese textiles, there are tails of fabric that are cut off each bolt to start a full panel. Petite pieces like these are precious to quilters.
At Okan Arts, we have developed our Delight Program. With every textile order, we tuck in an extra piece of fabric that we believe our customer will appreciate.
We review each order to see what was the customer chose. Then we select a snippet that complements the customer’s collection.
In the shipping area, we have Small Delights and Big Delights. When customers buy one to three yards of fabric, they receive a Small Delight. Bigger orders include a Big Delight.
Each package also contains a hand-written note and tissue paper wrapped around the fabric. And no ugly packing slip. All the orders are shipped in cardboard envelopes so the fabrics don’t arrive banged up.
Our customers comment that they feel like they are getting a gift when their Okan Arts order arrives. And we often receive emails thanking us for the special fabric that was above and beyond their selection.
Patricia, 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?
Hi! I’m Patricia Belyea of Okan Arts. I live in the Okanogan Highlands of eastern Washington where I lead a quilting business, grow indigo, and live in a log house in the woods.
When I was 53, I made my first quilt out of old clothes from Goodwill. Once I got started, I was hooked! I worked on quilting projects non-stop when I wasn’t at my day job. Five years after making my first quilt, I quit my corporate job to become a full-time quilter.
During this time, I hosted eight homestay students from Japan. On one of my many trips to Japan to visit my “Japanese kids”, I discovered vintage yukata cottons.
I started playing with these hand-dyed fabrics with graphic patterns and luscious colors in my projects. They were ideal for making gorgeous quilts.
At first, I bought a few bolts of yukata cotton for my own pleasure. But I couldn’t stop. Before long, I had the largest collection of yukata cotton outside of Japan. With more Japanese textiles than I could use in a few lifetimes, I founded Okan Arts.
Today, Okan Arts is led by me and my youngest daughter Victoria Stone. We import vintage textiles from Japan, host creative quilting events—online and in-person, and lead quilting and textile tours to Japan.
At Okan Arts, we believe that the best customer experience should be filled with delight. We know that our customers want more than alluring fabrics, well-organized workshops, and exceptional tours. They’re seeking joy, enthusiasm, and recognition. And encouragement! And inspiration!
Can you tell us the story behind how you met your business partner?
My youngest daughter Victoria Stone joined Okan Arts as a partner in June 2017.
As a student, Victoria had helped me out in our Seattle shop and with quilting events. Once out of university, she continued to work for Okan Arts one day a week. A true participant in the Gig Economy, Victoria had four part-time jobs, no steady paycheck, and no benefits.
I realized one day that my daughter was metaphorically drowning. Often a client would contact Victoria and say, I don’t need you this week. And then she would struggle to pay her rent and all her bills.
So I offered Victoria an ownership position at Okan Arts. I didn’t want an employee. I wanted a partner — someone who I could trust, who knew the business, and who would be dedicated to building the company.
During the pandemic, many things shifted for our company and our family. We closed our cute Japanese textile shop and started selling online. And we both left Seattle.
As a mother/daughter duo, we work autonomously. I give Zoom talks, teach workshops, and coordinate tours to Japan when I am not creating original quilts in eastern Washington. Victoria handles the inventory and shop fulfillment out of a commercial space near her new home in Long Beach, California.
How about pivoting – can you share the story of a time you’ve had to pivot?
Over the years, many Okan Arts customers have exclaimed “Take me to Japan with you, Patricia.” What a great idea but also an overwhelming one!
Once Victoria became a partner, she said “Mom, we should offer tours to Japan.” So we did. Okan Arts led its first tour to Japan in January 2020. As we left, the borders to Japan slammed shut due to the pandemic.
In October 2022, Japan opened up again. Victoria immediately traveled to Tokyo and Kyoto to assess the status of all our tour partners and to research potential textile adventures for future tours.
Feeling confident with fabulous itineraries and top hotel connections, Okan Arts offered four quilting and textile tours in Fall 2023 and early Spring 2024. The tours sold out and were incredible experiences for all.
Currently, Victoria and I have five tours to Japan open for booking for Fall 2024 and early Spring 2025. (Three are sold out.)
Plus a commitment to leadership — two co-leaders and one Japanese guide on every tour. And, great accommodations — Single Occupancy rooms in 4-star hotels.
The pivot from textile sales and quilting workshops to international tours has added to the patchwork of activities over here at Okan Arts. There was a demand and we filled it!
Contact Info:
- Website: https://okanarts.com
- Instagram: https://www.instagram.com/okanarts
- Facebook: https://www.facebook.com/okanarts
- Linkedin: https://www.linkedin.com/in/patriciabelyea
- Youtube: https://www.youtube.com/@okanarts4980
Image Credits
Photo credits Header— Victoria Stone 1—Victoria Stone 2—Victoria Stone 3—Gloria Pfeif 4—Michael Stone 5—Patricia Belyea 6—Patricia Belyea 7—Particia Belyea 8—Patricia Belyea
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