And we’re live. Welcome to The Scenting Guy. I’m your host, Jim Reding — The Scenting Guy. With me today, as always, is our amazing producer and marketing director, Mike. Hey Mike.
Also joining us is our awesome Customer Care Manager — Kaylee. I’ve been waiting a long time for this moment.
From Tuna Salad Packets to Customer Care
We call Kaylee “Big Tuna” — because back in the day she was all about those tuna‑salad packets. Then she outgrew them (and even apples + peanut butter). What’s the favorite snack now? Greek yogurt with peanut butter, chia seeds, and almonds — a pretty tasty upgrade.
Mike, you’re still hooked on cottage cheese, hard‑boiled eggs, salads — you know your stuff.
One of the perks of working at Aroma Retail? Two full kitchens. Breakfast, lunch, dinner — whatever you need. Sandwiches, air‑fried snacks, noodles, drinks — the works.
But today isn’t about snacks. Today, we talk about something else: the heart of the business — customer care.
Meet the Care Bears
Kaylee runs the care team (sometimes jokingly “Care Bears”). She’s the backbone of customer interactions. Before joining Aroma Retail, she worked in aerospace — built airplane parts. She switched careers, slid into a desk here, and instantly stood out during the interview (complete with a duck‑face mug picture moment, if I recall right).
We saw more than someone capable of production — we saw someone who uses the product and believes in it. That authenticity — that’s what matters.
Building the Right Team — Skills + Culture
When we hired people, we didn’t just look for experience. We evaluated attitude and culture fit. A big part of what makes this team great is that we’re aligned: we care about the product, about customers, and about quality.
At the holiday party I told everyone: there isn’t a single person I’d replace if I had to start over. And I meant it. That’s rare.
Customer Care Philosophy: “Yes, Let’s See What We Can Do”
A big challenge when we started the phone desk: switching from in‑person retail (where you see, you help) to remote care. For Kaylee, that took a bit of adjustment. Early on, she’d answer phones with something like “Thank you… my name is Kelly…” but struggle a bit.
We coached her: start with a positive lead — “Absolutely, let me check for you…” — even if the request is “No, we don’t do that.” The difference in framing goes a long way. It’s still part of our DNA.
Our approach isn’t about pushing products. It’s about helping people find the right scent. Guiding, advising, solving — not selling.
A Team That Cares — Across Departments
Beyond Care, Kaylee now leads a team of five (plus one “double‑agent” who handles order processing and care cross‑functionally). She has a lead (Luis), and together they manage the load.
Across the store, from sales (Tracy & Ashley) to packaging to operations — it’s a real team. Care, sales, logistics — all speaking the same language.
Scent of the Month — A Care-Team Pick
Every month at the Smelly Bar we spotlight a “Scent of the Month.” Usually the care team picks it — they know what customers like and what vibes hit right. For January, Linq A got the nod — a clean, fresh scent, nicely balanced between green notes and floral bouquet. Not too feminine or masculine.
It’s versatile: works in a diffuser, linen spray, even cars. You just can’t go wrong with it.
We tell online customers who aren’t in Vegas: if you don’t know what to choose, start with the monthly pick.
What’s Coming: More Access & Community Involvement
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Smelly Bar will be open on Saturdays starting mid‑January through February — perfect timing for locals or anyone looking to shop over the weekend.
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We’re bringing back events like “We Love Locals” — with small businesses, good food (food trucks), live radio shout‑outs, and a chance to explore scent in person.
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The care team, packaging team, shipping team — everyone stays busy, even weekends. Helps get orders out fast and keep Mondays manageable.
Final Thanks — From Us to You
To our customers: Thank you. Your stories, referrals, honesty — that’s what keeps us going.
To the team: You show up every day, do the hard work, and take care of people. Proud doesn’t begin to cover it.
To 2025: New scents. Clear goals. Better service. More love.
I’m Jim Reding, The Scenting Guy. With Kaylee (Big Tuna) and Mike. Thanks for listening.
Smell you later, alligator. Go fragrance yourself.
