O-LAKE CAFE & BISTRO | William Zheng
Neighbors in Business is a series of interviews with Kelowna business owners, entrepreneurs and community leaders. Each article is an opportunity for us to get to know the people behind the local businesses: their story, their vision, and their challenges. It is our way to recognize their hard work and their daily contribution to the economic well-being of our beautiful city.
What did you do before starting O-Lake?
After graduation I worked for a senior care home called The Florentine in Merritt BC. I held the position of executive chef and also took on other managerial roles. This opportunity was part of the immigration program I was involved with at the time. I also worked for a number of other local organizations in the food and hospitality industry.
When did you start your business? How did you get the idea?
I’ve lived in the Okanagan, specifically Kelowna for 17 years aside from the 5 years spent in Merritt. Already working in this field of study, I decided to take the plunge in 2013 and buy a local cafe called Duncan Bistro. I took over this 6th generation business and renamed it O’Lake Cafe. Other than the name change, few further changes were made.
What do you enjoy the most in your daily work?
The things I like most in my business are the everyday interactions with the customers and my employees, who are like family. My focus has always been on great service, welcoming all feedback from customers and making changes accordingly. I also know the other neighborhood coffee shop owners and consider them my friends. It’s important that we maintain good relationships with everyone around here.
What makes you unique?
I feel our culture is what makes my business unique; I am very hands on in the business and I promote a friendly team environment. My wife and I work with the staff and know most of our customers by name. I treat our staff the same way I treat my friends and I enjoy sharing my own education and experience with them to further their potential. One of our current staff members joined on the advice of her sibling who used to work here.
What is your biggest challenge?
My biggest challenge is my knowledge of the English language. Although at the best of times I speak English quite fluently, I sometimes struggle both speaking and understanding what people are saying. When interacting with staff or customers, you can make mistakes. It’s a natural human thing but these errors are opportunities and they can always be used to learn and grow as a person and a business owner.
What advice would you give someone starting a similar business?
First, pick a good location. This is a key factor for generating sales – a business like his requires traffic: people passing by, and coming in on impulse. Focus on good service and communicate with your customers in a friendly manner. Referrals are an excellent source of new clientele, and building relationships by getting to know existing clients, including what’s going on in their day, is an excellent way to retain them. Aside from customer relationships, I believe strongly in the importance of having adequate cash flow, carrying less inventory, and looking for more efficient ways to perform day to day functions.
What are you looking for in an accountant?
I use a close friend to look after my accounting needs, as she is reliable and provides good financial advice. One of her most important qualities is that she is available whenever I have questions regarding my business. The strength of our relationship means I can also ask questions regarding my close family and friends.
