The Boba Guys Market to the Unmarketable

Blowback from PR gaffes or praise from customers is broadcast for all to see.

Last week, Boba Guys served up drink number one thousand. That’s more than 100 gallons of tea and homemade syrup in just one and a half months! We’ve been amazed at how quickly it’s taken off, and today we’ll attempt to break down what we think contributed to our early success: open dialogue.

Traditionally, a restaurant’s success was intrinsically linked to how well the food was received. Michelin stars, recommendations from your peers and restaurant reviews in the local newspaper were roadmaps to success: Let the food speak for itself. In today’s world, that’s only half of the equation. With the proliferation of social media and review sites, the other half of the equation is connecting with customers.

To understand why Boba Guys has been received so well, you have to look at the other ingredients. While we're not the best at it by any means, both of us are deeply committed to connecting with our customers. We are downright obsessive about checking Facebook and Twitter. To date, we currently have 678 likes on Facebook and 541 followers on Twitter. More than half were obtained before we even sold our first drink. These metrics are important. Why? Because recommendations from real people are the kind of marketing you can’t pay for, and the customers we want don't necessarily respond to traditional marketing.

Companies much larger than us have been trying to crack social networking and what it means to business, but many are misguided in their approach. You could lure people with promises of discounts or free gear, but ultimately you are training customers to behave positively only when there are incentives. For us, especially as retailers of a premium product, these shortcuts are out of the question both from an economic and marketing standpoint.

What we can offer, though, is an open dialogue with our customers. Twitter opened up the floodgates and ushered in unprecedented access to businesses. In the old days, you’d send a self-addressed stamp envelope and if you were lucky, someone in a dusty office somewhere would write you back a canned letter and send you a few coupons for your time. Nowadays, social media is a two-way street and it's folded into a company whether they like it or not. Blowback from PR gaffes or praise from customers is broadcast for all to see.

Since the beginning, we've often enlisted our customers through social media to tell us what drinks they'd like to see us try next, what neighborhood they'd like to see us pop up at and even what we should do with the profits. This push-pull strategy affords us the final say but properly informs us of our customers' needs and wishes. Our naiveté in the restaurant business is more easily forgiven when you combine it with transparency and the willingness to listen.

The best businesses are using social media to listen to their customers. Through Facebook and Twitter, our doors are figuratively open all the time. Both of us check it instinctively throughout the day, not out of duty, but because it’s what comes naturally to our generation.

As a pop-up business that moves around and morphs from month to month, follows on Facebook or Twitter becomes almost a necessity, serving primarily as a functional tool for tasks like finding the location, hours,and menu. But it creates a loyal following over time, grown organically through word of mouth. Before long, you have the history of a relationship: every tweet, every like, every reply, and what you do with that history is crucial.

The beauty of social media is that you can reach a huge audience in a relatively short amount of time, but that same crowd can easily turn cold if you rub them the wrong way. Businesses are now held accountable more than ever for their actions: The only thing we can do is to keep an open dialogue and let the chips fall where they may.

The Boba Guys share their adventures in food enterprise every Monday.

via Chela Horsdal / Twitter

Amazon's "The Man in the High Castle" debuted the first episode of its final season last week.

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via Mike Mozart / Flickr

Chick-fil-A is the third-largest fast food chain in America, behind McDonald's and Starbucks, raking in over $10 billion a year.

But for years, the company has faced boycotts for supporting anti-LGBT charities, including the Salvation Army, the Fellowship of Christian Athletes, and the Paul Anderson Youth Home.

The Salvation Army faced criticism after a leader in the organization implied that gay people "deserve to die" and the company also came under fire after refusing to offer same-sex couples health insurance. But the organization swears it's evolving on such issues.

via Thomas Hawk / Flickr

The Fellowship of Christian Athletes explicitly announced it was anti gay marriage in a recent "Statement of Faith."

God instituted marriage between one man and one woman as the foundation of the family and the basic structure of human society. For this reason, we believe that marriage is exclusively the union of one man and one woman.

The Paul Anderson Youth Home teaches boys that homosexuality is wrong and that same-sex marriage is "rage against Jesus Christ and His values."

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In 2012, Chick-fil-A's CEO, Dan Cathy, made anti same-sex marriage comments on a radio broadcast:

I think we are inviting God's judgment on our nation when we shake our fist at Him and say, "We know better than you as to what constitutes a marriage". I pray God's mercy on our generation that has such a prideful, arrogant attitude to think that we have the audacity to define what marriage is about.

But the chicken giant has now decided to change it's says its charitable donation strategy because it's bad for business...Not because being homophobic is wrong.

The company recently lost several bids to provide concessions in U.S. airports. A pop-up shop in England was told it would not be renewed after eight days following LGBTQ protests.

Chick-fil-A also has plans to expand to Boston, Massachusetts where its mayor, Thomas Menino, pledged to ban the restaurant from the city.

via Wikimedia Commons

"There's no question we know that, as we go into new markets, we need to be clear about who we are," Chick-fil-A President and Chief Operating Officer Tim Tassopoulos told Bisnow. "There are lots of articles and newscasts about Chick-fil-A, and we thought we needed to be clear about our message."

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Instead, the Chick-fil-A Foundation plans to give $9 million to organizations that support education and fight homelessness. Which is commendable regardless of the company's troubled past.

"If Chick-Fil-A is serious about their pledge to stop holding hands with divisive anti-LGBTQ activists, then further transparency is needed regarding their deep ties to organizations like Focus on the Family, which exist purely to harm LGBTQ people and families," Drew Anderson, GLAAD's director of campaigns and rapid response, said in a statement.

Chick-fil-A's decision to back down from contributing to anti-LGBT charities shows the power that people have to fight back against companies by hitting them where it really hurts — the pocket book.

The question remains: If you previously avoided Chick-fil-A because it supported anti-LGBT organizations, is it now OK to eat there? Especially when Popeye's chicken sandwich is so good people will kill for it?


Oh, irony. You are having quite a day.

The Italian region of Veneto, which includes the city of Venice, is currently experiencing historic flooding. Venice Mayor Luigi Brugnaro has stated that the flooding is a direct result of climate change, with the tide measuring the highest level in 50 years. The city (which is actually a collection of 100 islands in a lagoon—hence its famous canal streets), is no stranger to regular flooding, but is currently on the brink of declaring a state of emergency as waters refuse to recede.

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The Planet
via Gage Skidmore / Flickr and nrkbeta / flickr

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via Twitter / Bye,Bye Harley Davidson

The NRA likes to diminish the role that guns play in fatal shootings by saying, "Guns don't kill people, people kill people."

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