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Nirvana Soul, located in San Jose, California, isn’t the place you go to immerse yourself in a book or do some quiet work on your computer. Colorful artwork lines the walls and upbeat music fills the air. You’re sure to meet new people during your visit, as the conversational barista and owner walk around the tables and chat with customers.
Sisters Jeronica Macy and Beanka Asiaol started the coffee shop in 2018 to create a home. They wanted to have a space where people could come to experience community and make friends. From day one, they have focused on creating a lively and welcoming environment within the store.
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Nirvana Soul’s close-knit community atmosphere is a big draw for customers, including Yelp Elite and community intern Camy T. Camy, a local college student, frequently visits her Nirvana Soul to study, work on art, and hang out with friends. “Downtown coffee shops lacked the community aspect,” she says. “But my perspective changed when Nirvana Soul came to this city, where many college students study, create art, and show off their talents at open mic nights. It became a hub for me to meet new people, especially creative people.”
Be’Anka and Jeronica’s team laid the foundation for the store’s friendly atmosphere. Friendly staff eagerly answer questions, walk up to every customer to ask how they’re doing, and strive to provide a “table tap” for water. “We’re just trying to incorporate little happy moments, so [people] Enjoy great coffee and a great experience at the same time,” said Beanka.
Owners acknowledge that the departure from coffee shops’ traditional head-down work environment can lead to misunderstandings and sometimes critical feedback. They had to learn how to respond when criticism came from people who might not be their target audience.
“Change is hard, isn’t it?” Beanca asked. “So it’s almost a culture shock sometimes. We’ve had reviews that say, ‘This is not what a coffee shop should be.'” And we said, ‘Okay, we hear what you’re saying, but… , “Maybe it’s just different than what you’re used to, and maybe we can be a little more open-minded.” ”
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Reviews like this are actually a helpful way to set expectations about your store experience for future customers. By clearly communicating how your business operates, future patrons will have a better understanding of what to expect and will be able to decide if it is suitable for their needs. Masu. While running Nirvana Her Soul, Be’Anka has learned the value of all feedback, both positive and critical, in optimizing the customer experience.
Be’Anka also emphasized the importance of sharing feedback in the moment. Cammy says Nirvana in her four-star review that she loves Soul’s environment and food, but the sweet flavor of the drink was overwhelming. Such criticism is an easy fix that Nirvana Soul’s baristas are happy to address at this point.
“We would rather [hear in person] You’re out in the world drinking a drink you hate, rather than reading it later. We could have given you something better, and now you are gone,” Beanca said.
As a consumer, Camy feels a responsibility to provide thoughtful feedback and always strives to help companies improve.
“I think people are slowly moving into the realm of people-pleasing,” she said. “We want to make people feel good, but by not letting companies know if something can be changed, we are also sacrificing our own needs as consumers. We’re in a time of improvement and growth, and I think that’s important.” Be critical from time to time. ”
As a business, in addition to responding to feedback, creating touchpoints with your customers on social media is an important way to make them feel like a valued part of your community. Be’Anka strives to reshare posts from customers whenever possible while increasing Nirvana Her Soul’s social media presence. These expressions of appreciation go a long way for regular customers like Cammy.
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“I think it’s really beautiful to have these interactions with businesses,” Cammy said. “I come here often. You recognize that and value me as your customer, and I am dedicated to your business.”
Be’Anka also emphasizes the importance of being consistent and active on social media. If social media scares you, start small. It’s better to post one simple photo every day instead of holding back in search of the “perfect” feed.
“I just take pictures of everything. It doesn’t matter what it is. It could be a drink, it could be a piece of art, it could be a shop scene. I don’t need to say much. No, I can explain what is what.” You can say, “Good morning.” Tomorrow is another day so I’ll probably just post the next photo so that’s okay. ”
Above all, Nirvana Soul is a space for community, and an important part of that is expression. Throughout her six years in business, Be’Anka and Jeronica have featured the work of more than 65 of her artists, including women artists and artists of color, with the aim of creating a space where diverse voices are seen and uplifted. I’m here.
While the store celebrates its role as one of the few Black- and women-owned businesses in San Jose, Be’Anka believes the quality of the Nirvana Soul experience is what ultimately translates to customers. recognizing.
“We know people are going to find us because we’re black-owned,” Beanca said. “We also know that it’s not just one and done with them, because they come and they love the experience so much and they know that this is a Black-created experience. And they’ll come back and take more people. Because after a certain point, it’s just great coffee and a great experience. ”
In addition to staying true to your mission and vision, Nirvana Soul believes in:
- Attract customers who visit your business. Create a space where they feel comfortable chatting, asking questions, and raising concerns.
- Maintain an active presence on social media. Consistent posting and reposting allows you to welcome your customers to your online community and show your appreciation for their support.
- Use online reviews to understand, optimize, and set expectations for your customer experience. Learn when to implement critical feedback and when to accept that you can’t give a particular customer what they want.
To hear directly from Be’Anka and Camy, listen to the episode below and subscribe. behind the review See more from new business owners and reviewers every Thursday.
Available on: Spotify, Apple Podcasts, Google Podcasts, Pandora, Soundcloud.
Editorial contributions by Callie Morgan and Kristi Lindahl
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