How Main Street Cupcakes goes above and beyond to please
When someone asks Main Street Cupcakes co-owner Sarah Forrer what business she and fellow co-owner and founder Kimberly Martin are in, she always responds that she’s in the customer service business, and their product just happens to be cupcakes.
But behind that tasty product is a team of people who will do anything to make sure that their customers are satisfied — even a single customer. For instance, one customer loved one particular flavor of cupcake that the store served, but with 230 flavors of cupcakes and only 12 to 20 that are made each day, that customer’s favorite flavor wasn’t always on the menu. When an order is placed for it, the owners contact this customer to tell her they have it available that day. The first time they called, she was shocked they had remembered her and delighted to treat herself — and she came in on a day she wasn’t planning to.