One Hot Cookie’s Giordani: Adapting Brought Survival

Bergen Giordani, owner of One Hot Cookie and OH Donut Company stores in Boardman and Youngstown, is coming back strong, along with her daughter, Morgen Chretien.

What are some ways your business is rebounding from the effects of COVID-19?

We just recently reopened our doors in Boardman to the general public, and it is reassuring to see people getting back out and about. We have reduced our hours and our team, and like many others, are trying to do more with less in order to continue to survive. We are also increasing our nationwide online presence and working to improve our online ordering process. 

Additionally, during the closure, we focused on retooling the customer experience and moving some of our processes to be more customer-facing. This is something we had been talking about doing for several years. (FYI – We hope to reopen our Youngstown location if the Phelps Street construction is ever finished and when YSU students return to campus.)

What’s been the reaction from customers so far?

During the month of April, when practically nothing was open and the quarantine rules were pretty rigid, we had a very unique opportunity to be able to be a conduit between families. From grandparents and aunts/uncles sending our sweet treats to the special kiddos in their lives, or vice versa, it was really impactful to read the notes that were being sent. And upon delivery, see the pictures and comments on social media. It certainly made the long hours seem worth it!

What impact has the outbreak had on you personally?

The first week of the shutdown was really tough. We felt lost, confused and scared, like most everyone. Fortunately, we were able to pivot fairly quickly and convert our businesses to an online-only model. We had no idea what to expect, but we were overwhelmed with the support we received. This really helped us mentally and made us realize that what we do does in fact matter. It also allowed us a little breathing room to focus on some long-term goals and realign our priorities.

What advice are you sharing with the people you love?

We made our motto “Adapt or Die” during the quarantine. Because that’s really what it felt like, from a business perspective. We encouraged everyone to do a mind shift – we quickly tired of hearing the phrase “when things go back to normal.” 

Things aren’t going back to normal – there is a new normal. Things are different now and will continue to be different. Like anyone who goes through a trauma, you come out on the other side changed in some ways. We have all changed personally, as have our businesses, and we need to adapt accordingly. We are now looking at it from the approach that we can make this “new normal” better than our old normal.