I want everyone who buys our artisan chocolate to have a great experience whether you’re buying from our website or from one of our specialty retail partners. That’s a good goal for any small business and it will always be our goal here at Mayana Chocolate.
I make mistakes... There, I said it. As a new mom (Isaac is almost 8 months already!) and a small business owner, I have made a few customer service mistakes; But when I heard that one of our online shoppers had a negative “Give Chocolate” experience I was mortified.
The story: We have a new candy bar flavor called Heavens to Bacon and it features, yep, BACON! There's been a lot of buzz on social media about it. "Where can I get this new bar?!" On Facebook, I answered one particular chocolate and bacon lover’s inquiry by telling her she can "get them at this great store in the northern suburbs of Chicago. We just sent them!" Then, few days later, I heard back from my Facebook fan that her mom had gone out of her way to pick up a Heavens to Bacon candy bar at the store I recommended. Her mom had intended to buy the Heavens to Bacon and then deliver it to her daughter during a cross country reunion. Alas, when her mom got to the store, there were plenty of our delicious candy bars in stock, but not the one she wanted. This was my mistake and not the stores’! What had happened was we had shipped the wrong candy bar flavors to the store.
I will always admit my mistakes. But, as a business owner, I believe I have to go one step farther: Once I figured out what had happened to our disappointed Facebook Fan and her mother, we shipped out a free Heavens to Bacon candy bar to her. For her awesome mother, who went far out of her way to purchase a candy bar for her daughter, we'll be sending a 9 Piece Artisan Candy Box from us for Mother's Day. Mom's like this one deserve to be honored everyday! We give chocolate to moms everywhere.
On the part of my wife and I, a move required a huge leap of faith. In Chicago we had a wonderful following of dark chocolate loving customers and food writers. We were located in a huge metropolis of people who could afford our high end chocolate. I personally tossed and turned every night before the move, wondered if rural Wisconsin would be a place where we could continue to grow our business. Where would our customers come from? How would we grow our small business?
As soon as we came to Spooner our new community embraced us with open arms. We had immediate support from several stores who now carry our chocolate. Of course Chicago continues to buy our boxed chocolate but being outside of the city also helped us open our eyes to possibilities outside of the Midwest. We now have retail partners on the West Coast, East Coast and most states in between. Our move to the country has only made us a much larger company.
There is no traffic while I drive to work but I have to keep a vigilant eye out for deer the road. There’s also Wild turkey crossings, bald eagles, an occasional black bear and a white buck that I’ve seen 4 times. I’m happy that I moved Mayana Chocolate and my family to Wisconsin. We are surrounded by great people, fantastic businesses (Thank you NWRPC!) and nature and that translates to better chocolate candy.