Episode 572: The Importance of Customer Experience: Mykal Zangwill, Franchise Owner, Fuzzy Peach Frozen Yogurt Bar

Summary

In this conversation, Wil Brawley and Mykal Zangwill discuss the journey of Mykal's family-owned frozen yogurt business, Fuzzy Peach, and the challenges and rewards of working in the hospitality industry. They explore the importance of a positive mindset, the essence of customer experience, and the nuances of managing a self-serve business. Mykal shares insights on hiring staff, the realities of running a frozen yogurt shop, and the significance of community involvement in hospitality. Brawley and Mykal discuss the therapeutic benefits of podcasts, the importance of embracing restaurant technology, and the significance of Google reviews in driving customer traffic. They emphasize the need for simplicity in operations, the creation of positive customer experiences, and the value of building community connections. Mykal shares personal anecdotes about his business and the relationships he fosters with customers, highlighting the impact of proactive customer service and community engagement.

Takeaways

• Michael Zangmel owns two Fuzzy Peach locations in North Carolina.
• A positive mindset is crucial in hospitality.
• Overcoming daily challenges is part of the business.
• Customer experience is key to retaining customers.
• Hiring for personality over skills can lead to better service.
• Frozen yogurt business has unique challenges compared to traditional restaurants.
• Managing costs is essential in a penny business.
• Community involvement is important for hospitality businesses.
• Scheduling tools can improve staff management.
• Family time is a priority for Mykal amidst business responsibilities. Podcasts can serve as a source of therapy for listeners.
• Embracing technology can alleviate operational challenges in restaurants.
• Simplicity in operations leads to better employee experiences.
• Google reviews are crucial for attracting customers, especially in tourist areas.
• Positive customer experiences can lead to loyal patrons and community connections.
• Proactive customer service can prevent complaints and negative reviews.
• Building relationships with customers enhances their experience and loyalty.
• Staff training should focus on essential skills rather than complex systems.
• Community engagement is vital for the success of local businesses.
• Maintaining a positive work environment contributes to employee satisfaction.