
From Customer to CEO: Neil Hershman's Journey
Neil Hershman’s unique journey from customer to CEO epitomizes how changing one’s narrative can lead to unexpected successes. Following a career in finance that left him unsatisfied, Hershman transitioned to entrepreneurship in a field he was already passionate about: dessert. In a time of economic downturn, he stepped up to take a risk with 16 Handles, building a thriving froyo business amidst the chaos of the pandemic.
The Power of Customer Insights
Hershman’s approach underscores a vital lesson for modern entrepreneurs: understanding your customer base is paramount. His firsthand experience as a frequent patron equipped him with insights that many business owners may overlook. He identified pain points and potential enhancements that could cater to loyal customers as well as attract new ones. By selling unique flavors inspired by popular culture—such as the Harry Potter-themed “butter beer”—he managed to deepen brand relevance and create a buzz around the business.
Strategies for Successful Expansion
Amidst the pandemic, while many businesses were floundering, Hershman devised a strategic plan for rapid expansion. He capitalized on low retail lease prices, opening new franchises in New York City and concurrently fostering customer loyalty through innovation. His innovative product launches resulted in an unprecedented increase in sales, with reported week-over-week growth of 30-40% upon introducing new flavor attractions.
Building a Strong Team
Recognizing that customer trust extends beyond the product, Hershman prioritized team cohesion and loyalty. His first hire, Lisa Mallon, embodied that philosophy—she had run a successful local store for 13 years. By collaborating with established team members who believed in the brand, Hershman ensured a seamless transition into management while maintaining the core values of customer service that the brand was built upon.
Why It Matters: Lessons for Aspiring Entrepreneurs
Hershman’s story is not just about desserts; it's a roadmap for aspiring entrepreneurs. It illustrates the importance of integration—merging personal passion with strategic business insights. Entrepreneurs today must embrace challenges as opportunities for growth, as Hershman did during the worst of COVID-19. Ultimately, the journey suggests that innovation comes in many forms, not just in the products offered, but in how those products are delivered and experienced by customers.
The Future of 16 Handles: Opportunities Ahead
As Hershman leads 16 Handles into its next chapter, there remains immense potential for further growth. The demand for unique and experiential dining experiences has never been higher, presenting endless opportunities for franchises like 16 Handles to innovate. With an established reputation and a loyal customer base, Lisa Mallon's expertise alongside Hershman’s vision may spell a bright future for this dessert chain.
Hershman exemplifies the transformative power of understanding consumer behavior while also being open to feedback and innovative ideas. As his story reflects, dedicating oneself to a brand—not just as a business but as a community—can lead to remarkable success.
Write A Comment