Bubblegum moments

A friend of mine has been teaching high school for years. She told me about something that's been bothering her: several times, she would pass the new principal in the hall (an empty hall) and the principal—her new boss, the leader of her school—would walk right by without a glance, a nod, or a "hello."

She felt invisible. And hurt. And surprised.

Now imagine: you're a customer walking into a business. Maybe it's your second visit, maybe your fifth. And each time, it's like you've never been there before. No recognition. No "good to see you again." Nothing.

We've all felt it. And we remember how it feels.

But what if I told you that the opposite—the small moment of being seen—is one of the most powerful tools you have as a studio owner?

The story of Bubblegum Moments

I recently read about sports broadcaster Jen Mueller, who shared a story that's a powerful contrast to my friend's principal story: for years, one of the coaches she worked with would hand her a piece of bubblegum on his way to the field. One piece. A tiny gesture.

One piece of gum? You might not even notice.

But five pieces? Six? Seven? That's when you realize: someone sees you. That's when you feel the weight of someone's consistent care.

Mueller calls these "Bubblegum Moments"—small, repeated gestures that compound over time into something profound.

What this means for your studio

You're not just running a storefront. You've created a space where people come to unwind, celebrate, create, and connect. And in a world of Amazon orders and self-checkout lanes, being seen is a rare and precious gift.

Here's your opportunity: Create Bubblegum Moments for your customers.

Your Bubblegum Moments might look like:

• Remembering their name: "Sarah! Great to see you back! How did that mug you painted for your mom turn out?"

• Noticing what they painted before: "Last time you did that gorgeous galaxy plate—are you doing another cosmic piece today?"

• The handwritten note: mail a postcard with "Loved watching you and your daughter paint together last Saturday. Hope you're enjoying your matching bowls!"

• The small gesture: a free cup of coffee for regulars. A "we saved this new glaze color for you because we thought you'd love it."

• Celebrating their work: "This is stunning—would you mind if we featured it on our Instagram? I'd love to tag you!"

• Remembering milestones: Keep notes like birthdays, anniversaries, the fact that their grandson loves dinosaurs.

You may be thinking "Super! I'm already doing it!"

Your customers don't just interact with you. They interact with whoever happens to be working that day.

But what about your team?

Here's the truth: you can create beautiful bubblegum moments all day long, but if your Saturday staff member treats returning customers like strangers, or your evening employee never looks up from their phone, those missed moments pile up just like my friend's hallway experiences with her principal.

Training your team to create bubblegum moments

Start with the "why". Don't just tell your staff to "be friendly." Share Jen Mueller's story. Share the story about my friend and her principal. Help them feel what it's like to be seen versus overlooked. When they understand the emotional impact, the behaviors become authentic, not scripted.

Flip the script: how good does it feel to be remembered at a local business they love? And how do they feel when they are overlooked or ignored?

Model it relentlessly

Your staff will mirror what you do. When you greet customers by name, notice their work, and remember their stories—out loud, where your team can hear—you're training them in real time.

Celebrate staff Bubblegum Moments

Caught your employee remembering a customer's name? Writing a kind note? Praise it publicly. Make it part of your team culture: "Bubblegum moment of the week" recognitions, small bonuses for customer compliments that mention staff by name, or team celebrations when you get that glowing review mentioning how "Sarah remembered my granddaughter's name."

Give them permission to go off-script

A free coffee for a regular. An extra 10 minutes of studio time for a mom who's clearly having a hard day. Empower your staff to create small moments of generosity without asking permission first. Trust them to use good judgment.

The reality check

If your staff sees these moments as "extra work" rather than "the actual work," that's a training issue—or a hiring issue.

The right people for your studio are the ones who want to make customers feel seen. They're the ones who naturally remember names, who get excited about a customer's progress, who genuinely care.

Hire for heart. Train for consistency.

Because here's what's at stake: one negative experience with a staff member can undo six positive experiences with you. But when your whole team creates Bubblegum Moments? That's when your studio becomes legendary.

The compound effect

Done once? It's nice. Done consistently, with intention? That's when customers become community members. That's when they bring their friends. That's when they choose you over the new studio that just opened across town—even if it's closer or cheaper.

Because you see them. And they feel it.

Your challenge this week

Choose one customer who's been in at least twice. Create their first Bubblegum Moment. Write down something about them—what they painted, what they talked about, what made them smile.

Then do it again next time. And again.

Watch what happens.

One small moment might go unnoticed. But string them together? That's when you build something that lasts—and something they'll tell everyone about.

What's your Bubblegum Moment going to be?