Daily Inspiration: Meet Ephney Tsai

Today we’d like to introduce you to Ephney Tsai.

Hi Ephney, so excited to have you on the platform. So before we get into questions about your work-life, maybe you can bring our readers up to speed on your story and how you got to where you are today?
I’ve been in the specialty coffee industry for just about 15 years. Originally, this was not meant to be a career path. I had graduated high school at 16 with the intention of taking a gap year before pursuing a career as a District Attorney. Of course, life had other plans.

My mother was diagnosed with Stage 3 Breast Cancer, and rather than a gap year traveling, I spent that year working full time to support the family while she underwent chemotherapy. I applied for what felt like an endless amount of jobs, but the one that took a chance on me was a specialty coffee shop in Rowland Heights. After a few months, it began to feel like something I could find small moments of happiness in, rather than just a means to make money for the family. I began to develop more interest in the craft, requesting extra training with dialing in espresso and pouring latte art from management. They were fantastic owners, taking note of my interest and bringing in trainers to allow the team to grow and learn more. Eventually, I did end up leaving the company as it closed down, but the love for coffee continued to grow. I worked in a few different cafes, helping open a few as part of their very first crew, and, again, continued to fall in love with the artistry that goes into it.

COVID-19 was a tough time for the service industry, and unfortunately, it also dimmed some of the passion I had for serving coffee and working face to face with customers. While I had thrived in the environment of being able to make a positive difference in someone’s day just by serving them a great cup of coffee previously, the shifts in the industry to handle the worldwide pandemic meant I was finishing my days more drained than fulfilled. However, I knew I still wanted to stay within the specialty coffee space.

Almost like fate, that’s when I stumbled upon a job listing from Klatch Coffee! They were looking for someone to work in their customer support and order fulfillment team, and were especially interested in someone with coffee knowledge and a passion for service. I still remember the day of my interview—I had to take a test and speak with three different people, including the CEO, Heather, and it was incredibly nerve-wracking. It took over an hour, and I took a few moments to decompress in my car afterwards. As I was sitting there staring into space, the company’s CEO, Heather, knocked on my window (totally startling me, by the way!) and invited me inside again. She offered me the position on the spot.

Since then, my role with the company has evolved and morphed into many different things. At one point, I was helping with accounting. At some point, I was handling only order processing. Nowadays, my day is a mixture of managing wholesale accounts, conducting outreach to potential wholesale accounts, writing copy for our marketing team, and also popping up and representing us at trade shows and events such as World of Coffee and Coffee Fest LA!

Can you talk to us a bit about the challenges and lessons you’ve learned along the way. Looking back would you say it’s been easy or smooth in retrospect?
No road is ever truly smooth. As I mentioned, my journey had a bit of an unconventional start, as I began working in the specialty coffee space as a means to support my family while my mom underwent chemotherapy. Aside from that, there have been several other obstacles involving family that I’ve had to overcome, and at one point, I even resigned from the company. However, I have had the privilege of really getting to know the executive team here at Klatch Coffee, and have had the privilege of being able to learn from them. I had a heart to heart conversation with CEO Heather during those times, and eventually, I stayed.

Can you tell our readers more about what you do and what you think sets you apart from others?
I have a genuine passion for specialty coffee, and for carrying out Klatch Coffee’s mission, which is to “bring enjoyment to everyone’s day.” Whether it’s taking a phone call for someone looking to open a cafe or answering an email from an upset customer, or even coordinating with one of our cafe managers to help get them a specific coffee to their store per a customer request, I’m always looking forward to how we can brighten someone’s day. I’m someone who has been through rough patches in life myself, and I know how much the little things can make a difference.

When I’m out representing us on a Roadshow in a store, I’m making sure to compliment a little girl’s glasses just to see their eyes light up. I’m starting our conversation asking how your day has been rather than immediately starting with a sales pitch. I greet everyone by sharing my name first, ensuring our interaction is personal rather than just transactional.

I love to see the impact something as simple as making someone’s latte exactly the way they enjoy it can have on someone’s day, and in my humble opinion, I think that’s what makes the biggest different.

Networking and finding a mentor can have such a positive impact on one’s life and career. Any advice?
Never be afraid to reach out! Outside of my work with Klatch Coffee, I also work with a few media outlets as a writer, photographer, and interviewer. With my work in entertainment and pop culture, I’ve gotten accustomed to sending out cold emails. You never know when someone might reply and an opportunity might present itself! Also, don’t be afraid to ask questions. I must annoy Heather sometimes with how many questions I ask, but I’m always eager to learn more and always curious. If she provides me with a calculation, I’m asking about the formula because I want to know how we got to that number. I’m always taking notes in my notebook and always trying to absorb as much information as possible.

Contact Info:

• Website: https://zxtphotos.myportfolio.com/
• Instagram: https://www.instagram.com/zxt.photos
• Other: https://www.klatchcoffee.com/

Image Credits
Klatch Coffee