Fort Mill Times

Customers’ Yelping earns Fort Mill business a trip to San Francisco

Heather McDonnell, owner of Cupcrazed Cakery, which was recently named to Yelp’s Top 100 businesses list in the nation.
Heather McDonnell, owner of Cupcrazed Cakery, which was recently named to Yelp’s Top 100 businesses list in the nation.

It’s not always about making good cupcakes.

Of course, that’s a key ingredient for a business that relies on the sale of baked goods, such as Cupcrazed Cakery, but owner Heather McDonnell says it’s certainly not everything that contributes to the success of her local business. McDonnell also puts a lot of time in customer service and brand recognition.

Perhaps this drive to succeed on all levels is what has contributed to her business’ newest honor: Cupcrazed was recently named to Yelp’s Top 100 businesses list in the nation.

“I was really surprised and excited,” said McDonnell, who was doing dishes at the Cakery when she got the news of the honor. “I take my (Yelp) reviews very seriously.”

As a result of the nomination to the list, McDonnell is in San Francisco this week attending Yelp’s Coast-to-Coast summit. Aside from sightseeing and attending wine tours, McDonnell will have the opportunity to connect with other business owners. The group will attend strategy sessions addressing anything from hiring counsel to event coordination and social engagement.

McDonnell said she is looking forward to sharing tips she’s learned while creating Cupcrazed. Namely, she said listening to feedback from customers has been a help for the benefit of Cupcrazed.

“If someone had a great experience, we are so excited to read about it,” McDonnell said.

“Of course, you also receive complaints. My customers’ feedback is something I need so that I know we are doing things right (or can fix a wrong). If people are talking, they care. If they're unhappy, try to fix it. If you're doing it right, tell them thank you.”

McDonnell said Yelp events have also helped her with branding, and she tried to represent Cupcrazed at every event she can.

“Obviously, being in Fort Mill, you have to work extra hard to get Charlotteans to cross that border,” McDonnell said. Charlotte offers a lot of competition to Cupcrazed, and McDonnell said there are “plenty of awesome bakeries in the city.”

“So when Yelp holds an event, you bet I'm going to pack up my sweets and head up to meet and greet people in the city as a reminder that ‘Hey, we're here too!’” McDonnell said.

Charlotte’s Yelp Community Manager Nikki Wolfe said that connecting the community with great local businesses is at the core of what Yelp does.

“I can't tell you how many times I get a message or read a Yelp review that says, "I found this place on Yelp and am so glad I did,” Wolfe said.

Cupcrazed and McDonnell are a perfect fit for the Yelp honor, Wolfe said. McDonnell “not only puts out an amazing product, but also quality service. You can see that every time you walk into Cupcrazed,” Wolfe said.

“Heather does so much for our local community. I think she's a great reflection of the Charlotte area and other businesses owners could just learn so much from her.”

Melissa Oyler: @melissaoyler

Want to go?

Cupcrazed Cakery

936 Market Street Ste 103, Fort Mill, SC 29708


Monday-Saturday 9 a.m.-8 p.m.