Meet Our Makers Series: Kat
Kat is our Customer Relations Manager & Educator at EO Products – providing tours and in-depth training sessions for our employees and distributors in the field. She also manages our Customer Relations department fielding customer feedback, questions, and assistance. She never misses a beat and is always exuding genuine, infectious positivity. I sat down with Kat to get to the bottom of how she became our head cheerleader. This is our chat.
Brad: It’s so fun working with you. Thanks for being here and for everything that you do.
Kat: Thanks for having me!
Brad: You have such a wonderful attitude. Always positive and upbeat and it just warms up the whole room. What’s your secret?
Kat: Wow, well, I’ve always been a happy, bubbly person naturally. I think a lot of it comes from cheerleading camp because they taught us to always be cheerful. We had to be up for anything, even if we had to run laps or something awful. It was just a good life skill that I’ve always carried with me. However you’re feeling inside, that’s cool, but if you’re working with people, it just makes it easier on everybody if you’re outwardly positive and easygoing.
Brad: I always feel so confident when you’re leading a tour or training a group or you have a dialog with someone on the phone because you are so positive.
Kat: Thank you! I don’t even notice I’m doing it, it just happens. I get a lot of really good feedback, people say they enjoy talking to me. I also get asked a lot ‘why are you so happy?’ [laughs]
Brad: You know, one of my first sales jobs, I was told to answer the phone with a smile on my face.
Kat: Yeah! It makes a difference! I absolutely believe that.
Brad: [smiles] Hello?
Kat: My mom told me the same thing. She said, ‘smile; people will hear it.’
Brad: You’re very knowledgeable and skilled. The combination of those two things and your positivity make you a really great point person.
Kat: That means a lot coming from you, Brad. You and Susan are the experts in the industry. When I came in, I didn’t know much about body care. But, I always like to know the answer. I don’t like to leave somebody with a question. When I came in, I didn’t know much about body care. But, I always like to know the answer. I don’t like to leave somebody with a question.
I challenge people to stump me because I enjoy the hard questions. They give me the opportunity to go learn about it and figure out the answer. That way I’m more prepared next time the question comes up. There’s always so much more to learn.
Brad: Can you give us an example of something that stumped you?
Kat: A lot of ingredient questions stump me. I work with Bindita [EO Products’ Director of Research & Development] and ask her to give me the nerdy sciency bits about an ingredient.
Also a lot of manufacturing questions come up on tours. Lots of people have questions about our water purification system, for example. Reverse osmosis? Where does the water come in? Where does the waste water go? I gotta go learn more about water purification!
Brad: What keeps you so interested at such a detailed level?
I have teachers in my family, so maybe it was their influence. I grew up wanting to be a doctor. I love physiology and all the ways the natural world works with our bodies. So, I have that innate desire to know more, like down to the cellular level. I love knowing all the details and repackaging it in a way that will answer a customer’s question.
Brad: What are some common questions that come up about us?
Kat: They want to know where our ingredients come from.
Also, a lot of people have health issues and they’re looking for a solution or some kind of relief. By the time they reach us, they’re kind of at the end of their rope and just want someone to listen compassionately.
The fact that we’re so big on transparency means a lot to people who are exhausted by their search for information. It’s a breath of fresh air for them to hear someone say ‘we understand, we feel the same way, we’re trying to be a solution in the industry.’ That really garners a lot of trust from our customers.
I feel great being a resource. Even if someone is calling to say ‘I love your Lavender and Aloe lotion, thank you!’ It may sound silly, but it’s really meaningful to them.
Brad: And to us.
Brad: That must tie in well with your childhood dream of being a doctor. Your experience cheerleading and always having a passion for learning blended with customer service into a big caretaking role.
Kat: I think that’s why I never pursued medicine because once I got to that point of practicing medicine, I realized that wasn’t what interests me. More than that, it’s the caregiving, bedside manner, and human connection that inspire me. Plus, here I’m able to tap into that sciency geeky side too.
Brad: How’s it going with the Boys and Girls Club?
Kat: Great! We donate some of our EO products there. I recently ran into Nicole [B&GC Program Director] at an event and asked how the kids are doing. She said some of the pre-teens and teenagers are really loving our spray deodorants that we gave them.
It’s been a great fit for us. It’s nice to introduce some young people to really beautiful, healthy products as they go through some major life changes. And so cool to see them loving and sharing our products with their friends!
Brad: What products are you loving and sharing with your friends?
Kat: I’m loving our new Everyone hair styling products. I’ve been advocating for those to come back since I started working here. I hoarded my supply of EO Tame but eventually ran out and I was so happy when we decided to bring it back under the Everyone brand.
I use all three products – Tame, Volume, and Style, as a system for my curly hair. I also love the Everyone Baby Wash. I use that daily. I actually got my husband to switch from a competitor’s baby wash he’d been using for years because he has sensitive skin. He loves ours and uses it every day.
Brad: I’m glad to hear that. Thank you so much for sitting down and chatting today.
Kat: Thank you for the opportunity to work here. It’s been really fun seeing the growth over the last three and a half years. I still feel like a baby in the company but because of how much we’ve grown, I also feel like I’ve been grandfathered in. I feel very at home here.
First job: Domino’s Pizza! It’s actually where I met my first boyfriend and my husband.
Favorite beverage: Coffee and sparkling wine. Not necessarily together and not necessarily in that order.
Childhood: I’m a Marin County girl! Raised in Mill Valley. Right behind Tam Junction.
Music: I grew up listening to golden oldies and rock from the 60s and 70s, so that generation of music is my favorite. I think Bob Seger said it best: “I love that old time rock and roll. That kind of music just soothes the soul.” My all-time favorite songs are “The Star Spangled Banner” and “Imagine” by John Lennon.
Days off: I love to play with my dog. Usually it involves a trip to the beach or a dog park. I love to sleep. My favorite thing about days off is no alarm clock.