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Modern Mompreneur: Karen Staitman of Good Fortunes Cookie Company Shares Her Recipe for Success

Is it true that the customer is always right?

The customer isn’t always right, but you’ve got to make them happy anyway – if possible. Over the last 13 years of business, most of the customers we’ve encountered are wonderful. Some 99% of them are fully satisfied and never complain. But, as in all businesses, sometimes things go wrong—wrong address, misspelled word (on personalized fortunes), the cookie isn’t decorated correctly, broken cookies, etc. Some customers have admitted fault while others have blamed us, justly or unjustly. Of course, we try to satisfy our customers because referrals and great word of mouth is the lifeblood of any business.

However, some customers are just downright nasty and cannot be satisfied. In that case, you have my permission to fire that customer or business. I had a wholesaler who gave us orders every month, but nearly every order we made seemed to be wrong or it came in broken. It didn’t take us long to realize that this customer was extremely difficult to satisfy and was definitely taking advantage of us. After all, we make thousands of orders every month for lots of larger retailers who never complain. So we sweetly fired that wholesaler and told them that we could no longer do business with them. It made our lives easier and it was a decision that was in the best interest of the company.

What mistakes did you make starting out that you'll never make again?

Have all your i’s dotted and your t’s crossed. If you have employees make sure that you have all the appropriate documents signed and completed. If you offer any benefits, make sure you have all those points laid out as well in a clear concise format. Make sure that your documents are legal and binding and have a lawyer look over all your documents.

Of course I learned the hard way -- I had one employee who was helping me with my children during the afternoons. Because she worked for me personally, I never had her sign any documents. Soon after she graduated college, she asked to help in the factory as a Cookie Counselor and PR person. She was great and learned quickly -- maybe too quickly, because she ended up leaving and took everything – databases, procedures, company secrets, and opened up her own cookie factory right down the street. Legally, I didn’t have a leg to stand on! As I found out, this happens all the time so make sure you do your due diligence as well.

Where is your product available?

At our website, www.GoodFortunes.com, and also at 1800Flowers.com, FTD.com, Dylan’s Candy Bar, QVC.com and so many other stores and websites.

What are your plans for the future for Good Fortunes?

The sky’s the limit. We have a bunch of plans, from franchising to making Good Fortunes into a household name.

How has your life changed since becoming a Mompreneur? How has it affected your relationship with your children?

We all started together. I was pregnant with my first child when I began Good Fortunes. From the first day I could work after giving birth, my children came with me to work. They stayed with me in a crib in my office for the first few months where I would field phone calls and breastfeed. Then as they got bigger and more active, I made a bigger area and playroom for them. They've learned that there is a balance in everything: work and play, reading and running around.

I have to say, that all of my children are entrepreneurial and are always coming up with new and innovative ideas -- not all great or even good, but I love that they come up with them. They are all verbal children who love to interact with friends and adults alike. Last week after just having reconstructive foot surgery, my son mentioned to his doctor an idea he had for a new invention that would have helped him heal better. The doctor liked the suggestion and he's taking the idea to a friend. Who knows if it will ever go anywhere, but I love that he came up with it.

How do you balance your family time with time in your growing business?

The best part of my day is going home to my family. I start my day early, then wake the kids, get them fed and ready for school, drop them off and then go to work. I now end my days so that I can pick up my kids from school and they never knew I was gone. My kids all grew up in the factory. I love all the time we spend together. They've all grown up so fast. I didn’t know or realize how fast time flies. You blink and a year has passed.

Do you ever take time out for yourself and if so, what do you do?

About a year ago, I took up singing. I’ve always had severe stage fright when it came to singing or acting. Of course, that doesn’t bode well when my secret ambition is to be on a Broadway stage! I’m so scared to get up on stage and belt one out – which doesn’t make any sense if you knew me. I’m very gregarious and outgoing. No problem to get in front of television cameras with an audience of a couple million people when talking about my business, but to sing and act in front of a couple of hundred people, I’m a basket case! I also write – mostly musicals and am almost finished with one now.

Would you ever go back to your old life?

What old life? When I started Good Fortunes I was newly married and just pregnant with my first child. But I have to say, that I do dream of being a full-time mom – after all, that's my most important job. Then of course, PTA meetings, helping out in the classrooms, working out after 9 am (not 4:30 am) .....I know, I know, I'd be back into something really quickly. But I am a writer as well, and would love to finish my musicals. I have a million things I'd like to do and a million plans I've made.

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