In recent years, UrbanStems has grown from operating its online flower ordering and delivery business in a few markets to processing and delivering orders from coast to coast. It’s a DTC success story, but it was by no means an easy road to get to where the company is now. 

Scaling is one of the most challenging parts of running a business. Where do you allocate your resources? How do you enter new markets? And what do you do when disaster strikes in a way that could topple your business?

Seth Goldman had to answer those questions and more when he took over as the CEO of UrbanStems in 2017. On this episode of Up Next in Commerce, he spilled the tea on everything he learned along the way. Seth explains how to navigate through the process of scaling, finding bottlenecks in your operations, and breaks down the ways to look at ROI when trying to break into a new market. Plus, he gives some insight into best practices when adding headcount. 

Main Takeaways:

• Finding the Bottleneck: There is a tendency for everyone to think everything is the problem, so it’s important to use data to prove that you have an actual bottleneck rather than anecdotal experiences. With the data as a guide, you can zero in on the actual bottlenecks and fix them at the source.
• Tipping The Scale: There are various hurdles to scaling. Doing it successfully is about finding the right level of balance when it comes to allocating resources. Are the current processes failing? Is there new technology that can create efficiencies? Or maybe you should be allocating headcount in a different way. Answering those questions is the best way to determine how to stimulate sustainable growth.
• Welcome To [Enter City Here]: When expanding your business into new markets, understanding the ROI of moving into those cities is the first step. It’s not enough to figure out if there are potential customers. Other factors such as supply chain, cultural considerations, and non-financial benefits also need to be taken into account.

For an in-depth look at this episode, check out the full transcript below. Quotes have been edited for clarity and length.

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Transcript:

Stephanie:

Hey everyone. Welcome back to another episode of Up Next In Commerce. This is your host, Stephanie Postles, co-Founder at mission.org. Today, on the show, we have Seth Goldman, the CEO of UrbanStems. Seth, welcome.

Seth:

Thank you, Stephanie. Great to be here.

Stephanie:

Yeah, I'm excited to have you. For anyone who does not know UrbanStems, can you tell me a bit about it?

Seth:

Sure. UrbanStems is a six-year-old old company that is the premier provider of direct to consumer florals.

Stephanie:

That's awesome, and how long have you been with the company?

Seth:

I've been at the company for about three and a half years.

Stephanie:

Cool. What brought you to UrbanStems and what was your background before?

Seth:

Yeah, so it was a person actually that brought me, the founder, Ajay Kori is a dear friend of mine, and we both worked at a company called Quidsi together, which was acquired by Amazon back in 2011, and we remained very close friends from that point on. I went off to a company called HelloFresh. He went off to found UrbanStems, and we reunited in 2017.

Stephanie:

That's great. What did you do at HelloFresh?

Seth:

Yeah, I was the CEO of the US business, helping to grow HelloFresh from its near infancy in the US to a much larger business, and it was a wild ride and I had a lot of fun doing it.

Stephanie:

That's great. It seems like a good company to get a lot of lessons from, to bring to UrbanStems, like similar problems maybe, or things to tackle.

Seth:

Absolutely, both in terms of the apps, specific product, a perishable product, and a complicated supply chain, as well as I'd say the softer skills in terms of scaling a business, scaling a team and the challenges that come along with that.

Stephanie:

Very cool. When you came into UrbanStems, what was going on back in 2017, and how has it changed since?

Seth:

Yeah. When I came on board, it was great. Ajay brought me in and asked me to help beef up the operations of the company. I'd say, as a consumer, the biggest difference between now and then is that you could only get UrbanStems in a few select cities across the US at that point, and we made a big decision to go nationwide in early 2018, and that's really helped us scale the business since then. Although, we really still love our city delivery method that we still have in New York and DC. It creates that really intimate relationship with the customer and their recipient. We hope to be able to do more of that going forward.

Stephanie:

Tell me a bit about how do you pick cities? Of course, if it's started in a certain city, you're probably going to launch there, but how would you go about picking which cities to start in and having that city method that you're talking about, is developing a good relationship in that city?

Seth:

It's a pretty simple exercise of figuring out which cities are likely to have enough revenue and an ROI on that city to get in there. We believe there probably around 30 cities that we could identify today that likely makes sense. In terms of which cities we'd prioritize next, we would really rely on data. That data would help us understand what would be the revenue opportunity, how quickly we might get there. From there, we would also layer on supply chain and we would try to figure out if that city was easier or more complex from a supply chain standpoint. Finally, we'd overlay brand. We'd try to understand if there were any idiosyncrasies of that city that made it more or less attractive. Then finally, we might say, does that city have any sort of non-financial strategic importance to our business?

Stephanie:

Oh, great. Okay. This is a very interesting topic that I actually have not talked to many people on the show, so I want to double click into all of those, if you're happy to go there with me.

Seth:

Sure, let's go.

Stephanie:

All right. When you're picking your cities, you're talking about developing which ones have an ROI, and then of course, looking into a bunch of data for rolling out to the next cities. How do you go about developing which cities will have a good ROI?

Seth:

Yeah. The great news is that we have data to show what revenue we have in those cities currently. We would have to do a deep dive analysis of what zip codes we thought we could actually deliver to, depending on the city, if it's a city that we could get in with bike messengers, as we currently do in New York and DC, or if it's a city that would force us to rely exclusively on cars, which is not a major concern although we really love our brand promise of delivering via bike where we can.

Stephanie:

That's fun.

Seth:

Yeah, we would then use analytics to understand where we stand in each city revenue versus where we think we might be able to get to, where we start to have to look at some proxy data. For example, Google can help us understand what we believe our penetration in that city is versus a benchmark say of New York or DC, where we currently have our strongest brand recognition. That could give us some guidance as to whether, if we're doing X dollars of revenue, do we think if we jump in, we can increase that by 25%, 50% or more than 100%? Then we have to partner with the marketing team to understand what sort of a marketing effort would be required to get us there within a year or 18 months to break even, which is sort of, not a hard rule, but it's sort of a general proxy of what we're going to be looking for.

Stephanie:

Okay. When it comes to that marketing effort, what kind of channels do you look for, especially when you're launching in a new city where maybe you're not well-known and it's like, this seems like a city maybe similar to DC, but we've never been there before? What kind of things do you explore to get those new customers and brand awareness?

Seth:

We have to probably devote certain on the ground marketing campaigns. It could be as simple as going to street fairs, it could be that we would take some sort of local radio or other sort of top of funnel awareness advertising out. Each city though, is really going to be unique. I think that's something that we've learned, even just having New York and DC, we see small differences in the average order value. We see small differences even between, say Manhattan and Brooklyn, in terms of the percentage of flowers versus plants that the consumers purchase. So, we'll have to do some resear