In the latest Bank of America Small Business Podcast episode, Reema Shroff, owner of Frost 321, shares how she beat the competition by turning liquid nitrogen ice cream and cocktails into an experience that tantalizes the senses and leaves a lasting impression. Listen to her story—and get great tips for standing out from the crowd—below.
Reema Shroff: The reward is that when people try it, when people see it, when people talk about it, that's really what's satisfying, and that's something that I couldn't as easily get in being a lawyer. So here every day, no matter what the challenges I face are, there's definitely something very rewarding at the end of the ... To have been creative and have someone taste the product.
Steve Strauss: Hi. I'm Steve Strauss, USA Today's senior small business columnist, and you're listening to the Bank of America Small Business Podcast, a podcast where we speak to small business owners about their journey and uncover useful tips for entrepreneurs and small business owners everywhere.
Today we're really pleased to be speaking with Reema Shroff of Frost 321. Frost 321 uses an innovative technique to create ice creams, sorbets, and I like this one, frozen cocktails, right before your eyes at events. How do they do it? Well, by using liquid nitrogen at negative 321 degrees, Frost 321 creates these unique concoctions.
They have been doing this at corporate events and important celebrations and backyard gatherings and all sorts of other places for years, and they don't just deliver delicacies. Frost 321 brings a unique ice cream and cocktail bar designed to be chic and sophisticated, blending with any event's distinct look, and letting the experience itself really shine. So Reema, great to have you on the show today. Welcome.
Reema Shroff: Thanks Steve. Great to be here.
Steve Strauss: So I explained a little bit about what makes Frost 321 unique, but I think it would be far better if you did it. So tell us about your ice cream and your cocktails and how you make them and what is different about them.
Reema Shroff: Absolutely. You're right on the mark. What we do create is unique cocktail and dessert experiences. What we're doing is using liquid nitrogen as a freezing agent to freeze right in front of our guests frozen cocktails, sorbets, ice creams, boozy snow cones. The newest thing that's hot for the summer, a drink called a Frosé.
What we can do is take an experience, take a menu, take an event, take a celebration, take a company gathering, make it unique, make it customized, and do this right in front of our guests. So what it is, it's not just a great product, it's not just a great frozen cocktail or an ice cream, but truly what it is is an experience. So when we have the gathering, when you see us, you not only remember the product, you remember the experience. This is an experience you can share with your friends, you can share with your co workers, you can tape on social media.
That's what we love about it and that's where we get most of our repeat business from, is that memorable piece of this which is the experience. Now what makes the difference is liquid nitrogen has been used for years by chefs in their back kitchen. It's truly a great way to make an ice cream or a frozen cocktail.
However, what we try to do is also to make it truly an experience where people can enjoy seeing it being made, where we can tailor the experience to the actual event. Also what we've done is, because my background is ... I'm a lawyer, and my business partner is a West Point grad and an amazing engineer ... We have tried to make this as safe as possible and as scalable as possible.
So let me kind of explain on that a little bit more. From a safety standpoint, you are dealing with liquid nitrogen that's a negative 321 degrees below zero. So what we want to do is just make it safe, make it where any staff member we can train on safely operating this machinery, to make it safe at any event.
As you know, we have done this in backyards, we have done this on golf courses, we've even done it on a yacht, on top of a rooftop, so we have to make it safe in a lot of different instances. Then on the scalability standpoint we can do parties of 500, but we've done parties of 5,000. So we need to make sure that we can produce these cocktails and ice creams in a very efficient manner.
In fact, the way that we've designed the machines is one of our machines taken to its capacity could easily make about 500 servings in an hour. And when we do very large events, like our 5,000 person events, for example in Vegas, we can put several machines on and make this experience for all of our guests.
Steve Strauss: Oh, that's super. You're doing lots of things right, but one of the things I really love that you're doing that other people can learn from is you're personalizing it and you're making it an experience. Those are kind of the buzzwords in small business these days. Because there is so much competition and there is so much technology available, people love a personalized experience and they love an experience experience.
So you're doing that right, and I must say as a former lawyer myself, I love that you too have come to your senses and found something better to do. So let me ask you this Reema, how did you get started? How did you leave the legal world and end up becoming an ice cream entrepreneur?
Reema Shroff: Well, as fellow lawyer you know one of the big things in being a lawyer, and I was a healthcare lawyer, and especially in the healthcare sector you're always telling physicians what not to do, what business they should not engage in, here are the risk factors, all of that.
Whereas I loved that ... Both my parents are physicians, my husband is a doctor and all of that, I wanted to actually create something. I mean there is ... Every day as an entrepreneur working in this business there's a challenge, there's a reward, there's an opportunity, and it's really, really satisfying to me to be able to create something, to go to an event and see what we have created.
The reward is when people try it, when people see it, when people talk about it, that's really what's satisfying, and that's something that couldn't as easily get in being a lawyer. So here every day, no matter what the challenges I face are, there's definitely something very rewarding at the end of the ... To have been creative and have someone taste the product.
Steve Strauss: Absolutely. I mean that's what I love about it too, working with entrepreneurs and being one, is the idea of you're creating something. But how did you come up with the idea of creating ice cream at negative 321 degrees? That is really different.
Reema Shroff: Well, that is a great story. You never know how things happen, but truly this was a great story. I was actually in Paris. I was at an amazing wedding and I saw this in a certain way being made, using liquid nitrogen to create this experience for great cocktails. You know, it's something ... On the way back from Paris to Texas, you know, we had an eight hour flight, so over a glass of champagne just kind of talking about the wedding, what really stood out was this really interesting cocktail.
You saw it being made, you saw the mist, and it was a good cocktail. So it's actually funny, my family was like, "Wow, you like cocktails and you like parties. This is something you should try." It really started with something like that.
So I started researching it, found a couple of articles on it, found some companies that actually were working on these type of systems, and literally ordered one and started in my kitchen. Invited friends over for a party, got some feedback on it, and it really just kind of took off from there. But I had no idea of kind of where this would be four years later, but it's something that I just had to try.
Steve Strauss: Did you ... Obviously your parents aren't entrepreneurs. They're both physicians, your husband is a physician. Did you have entrepreneurial bent earlier in life or was this all together something out of the blue for you?
Reema Shroff: You know, looking back on it I think that ... You know, I was fine being a lawyer, but I think that there was always something missing. I'm pretty social. I'm an extrovert. I like to engage and be with people, so I think this type of business for me allows me to really, you know, focus on what I really enjoy and I think what my forte is.
So it just kind of all came together, and I'm so happy that I had the support of my family, my friends, and I was in a position to be able to reach out to my network and be able to develop this. So it's been a great ride.
Steve Strauss: Yeah. In fact you've grown it pretty substantially pretty quickly. You're not only in Texas now, but you're also in Las Vegas, and I think you're branching out into San Diego, if I'm not mistaken?
Reema Shroff: Oh, yeah. So I mean we started this in San Antonio. We've grown to Dallas, Houston, Austin, and then slowly took this to other markets, I mean Vegas, Miami, Phoenix, Chicago. So it's been an amazing journey and I think what we've right now done is hit national markets.
In fact that's a great question, because what we've been wanting to do is figure out how to expand this nationally, and in fact in about mid-October we're working with a franchise company to be able to franchise this and expand nationally, so we're really excited about that.
But the key to all of this was ... And this is a very interesting story. It comes to how I met my business partner. As I mentioned, I was still practicing as a lawyer in the early days of Frost and I actually was working on a legal case, and I happened to sit next to a gentleman, Mark, who was helping on that same case, and we started talking about my business and he said something very interesting, and that is, "Wow, you're working with liquid nitrogen. It seems like a great concept. You've actually done a lot of events. You seem to be moving quickly, but hey, you should own your own system. You shouldn't rely on other people to do that. You should actually build your own. That's the core to your business."
Of course I laughed and I said, "Hey, that's easier said than done. I don't really have manufacturing contacts. I'm not an engineer. I've never designed anything before. My forte is marketing, business development, creating these experiences," and he basically looked at me and he said, "Well, guess what? I have those contacts and I would love to be able to help with this."
So it's one of those really amazing moments where I sat next to the right person at a business dinner, and it has been a great three years, where we complement each other very well. He is the technology, the brains behind the operation. He's a former West Point grad and a engineer, and he's developed the whole liquid nitrogen system. So where he has the strength on the technology and operations, I'm able more to focus on the marketing and the business development. So it's been really, you know, a great combination of strengths and attributes that really have helped us along quite well.
Steve Strauss: Boy, everything is really working out so well for you, because that's exactly what I think you want in a partnership. You want somebody who fills in your gaps and can do things that you can't do, and then all of a sudden the whole really is greater than the sum of the parts, and obviously you're doing that well.
Can you tell me a little bit about the alcohol aspect of it? Because you're not just making ice creams, but you're making adult beverages with your technology. How did that come to be and how is that ... How popular is that among your clientele?
Reema Shroff: Well, I cannot underscore more that alcohol really is what drives a lot of our business. Almost 80% of our revenue comes from our spirited ice cream, our frozen cocktails, our boozy snow cones, our spirited floats. So yes, because that is really what's unique about this, because there's no other way you can freeze alcohol.
So when we actually do one of our most popular items, is our wicked chocolate whiskey with Maker's Mark. That is a true shot of Maker's Mark in your chocolate ice cream. It's an awesome after dinner treat. People love their Maker's Mark, so here now we're putting it into ice cream. We do the same with tequila, with rum, with vodka. We've been able to partner with a lot of different alcohol companies because it's a different way to feature and showcase their spirit.
Remember, we can do this not only with the liquors, but we can do that wine and champagne and, gosh, even a great beer for a stout ice cream. So we've really tried to come up with innovative ways to do frozen cocktails, to bring something new to the market on the spirited ice cream side, and really that's been ... That's done very well at our corporate events and galas and parties and all of that.
Steve Strauss: It sounds like that's probably a unique niche to you. Is there a lot of competition for that aspect of your business?
Reema Shroff: Most of our competition is on the ice cream side. There's a lot of brick and mortars in the space and different types of franchises that you have, or there's retails that are serving ice cream. I think on the special events and catering where our focus ... A lot of it has been on frozen cocktails and the spirited ice cream. We don't find as much competition, but what Mark and I tired to do very early on is to forge really good relationships and partnerships with hotel groups, convention centers.
For example, we work in McCormick Place, one of the largest convention centers in Chicago, where they offer our services. The same thing with the MGM group. The same thing with Marriotts all over the country. So that's been very nice, is that they are able to sell our services as part of their catering and special events menu.
That has helped us, where now we have a lot of different arms, a lot of different sales and catering departments selling our services, and we can focus on what we do best, and that is executing and doing our special events and focusing on our creative ice creams and frozen cocktails for the events.
Steve Strauss: Super. We are speaking with Reema Shroff of Frost 321, and we will get back to her in a second, but first I want to ask you this.
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So Reema, I want to ask you a little bit about the challenges you've faced as a small business owner and entrepreneur, because as we all know it is not just a clear path from idea to execution, right? There are bumps along the way. What are maybe some of the bumps along the way that you faced and how did you overcome them?
Reema Shroff: That's a great question Steve. What I would say is, especially with a small business, you wear a lot of hats. You do operations, you do marketing, you do finance, you're HR, and that all can get overwhelming and sometimes maybe some of these are not your key strengths.
Steve Strauss: Now let me get back to our special guest, Reema Shroff of Frost 321.
Reema Shroff: We've had to learn along the way all these different aspects, all these little departments that usually you could call HR or you could call somebody to help with, and now that's it. You're on our own. So what I've learned from that is it's essential to listen, it's essential to build the right team, and whereas you might have weaknesses in certain aspects, there are others that can fill in those gaps for you.
Mark and I, our biggest challenge is we had no experience, prior experience, in the food and beverage industry, so the first thing we did is try and surround ourselves with the right mixologists, the right chefs. Our biggest consultant when we came to designing our menu is one of the top pastry chefs in the country. We listened to people that have worked in retail and worked in food and beverage before, because those were not our areas of expertise.
So because we were dealing with so many things that were unknown to us, we didn't know what was out there in all these different landscapes because those weren't our prior specialty, what we needed to do was create the right team and build the right network to fill in those gaps.
Steve Strauss: Yeah. I think that's a common lament from many small business people. I guess the good news is you have to become or like being a lifelong learner if you're going to be a small business owner, because you're always having to learn something new, whether you want to or not, right?
Reema Shroff: Yes. Really what I've also learned from that is people are to help. I think there are a lot of resources out there. I think that it's ... Now with the internet, with technology, you can always go onto social media, you can read blogs. There's so much you can do to give you ideas and to help strengthen your position on things and to really every day, just like you said ... I mean we're learning something new every day, so we never stop reading, we never stop talking and building relationships and learning from people around us.
Steve Strauss: Like going to the Bank of America Small Business Community site, right? Exactly like that?
Reema Shroff: Exactly. Exactly.
Steve Strauss: I love that site. I love writing for them and I love what I learn there. So let me take a few minutes to ask you some final questions about what you've learned along the way and get some insights there. How has technology affected your business? I mean obviously you have kind of a technology business I guess, but have you used technology in ways ... Aside from making ice cream?
Reema Shroff: Absolutely. Technology makes our life easier, it makes us more efficient. It allows me to balance my personal life and business life. A perfect example, I'm in the carpool lane waiting ... Sometimes you got to wait for about 30 minutes ... To pick my daughter up, who's nine. And I'm really on a Bank of America website and make payments to our staff, to check my balances, to pay bills to vendors.
I mean that's something before you would never be able to do and that 30 minutes is just wasted, but here, you know, at the touch of my hands I'm able to do all of that, and I think that really helps, because that's time then that I can dedicate towards other things when I get home.
Also especially when we travel on the road and we're between all the multiple cities, to be able to use technology, to be able to communicate with your employees, to be able to FaceTime at events ... All those things have been such a great benefit for us, to be able to official run operations across all the different cities.
Steve Strauss: In fact how do you get customers, right? If you're branching out into Vegas and you're branching into an area you've not gone before, what ... Is it social media, or how do you attract new people to your business?
Reema Shroff: It's a combination. It's a combination of number one is we focus on our relationships, so we work with people maybe we've worked with in different cities. For example, different hotel groups that we might have worked on in Dallas, we reach out to them when we're in different cities. We think one of the biggest ways that you can grow is by cultivating relationships, making them feel comfortable to trust you and your business to execute events, what they've been doing for years and you're a newcomer. They need to trust you, they need to know that you would do a good job, that you will be on time, that you will be able to execute the way they and their clients will be happy.
So that's number one. However, with social media we're able to post a lot of the things that we do all over the country, so that's a great way for others to see the different types of parties we can do, the different types of venues we serve, the different types of frozen cocktails and ice creams that we can create to customize their events.
So that is a great tool, because that's constantly being updated, and it's a great resource for really anybody who's throwing an event to think of us, because not only are we tagging ourselves, but others are reporting on us and taking visuals whenever we go and do an event for them.
Steve Strauss: Reema, you're doing great work. I love your business and I love your energy and passion for it. We're unfortunately out of time, but I could listen to you for a long time. Let me ask you this in closing. What maybe do you wish you had known about being a small business owner, about being an entrepreneur that you didn't know when you started, and what do you think people can take away and learn from your experience that might help them grow their business?
Reema Shroff: I would it's the importance of having a network, having a support structure. I think that it's so important, and I think in this day and age especially with technology and use of email and texting and all that, it's really important to develop personal connections. I think that being in this business kind of underscored the importance of that for me, because it's very easy to sit at your computer and send out emails and do direct marketing and then text people, and I think people forget sometimes that even though technology has allowed us to do amazing things, that critical to all this is that building a connection and building a relationship. I think that that brings me a lot of joy, I think there's a lot of reward in that, but I think that it's also been critical to the success of our business.
Steve Strauss: Fantastic. Reema, if people want to know more about you, about Frost 321, where should they go to learn more?
Reema Shroff: Our website is a great place, frost321.com. We can answer any emails, we answer any event requests, and we would love to personally speak to anyone that has questions on our business.
Steve Strauss: Fantastic. Thank you so much for being with us today, and continued success to you.
Reema Shroff: Thank you so much Steve, appreciate it.
Steve Strauss: And thank you everybody for tuning in for the latest episode of the Bank of America Small Business Podcast. For Bank of America, I'm Steve Strauss.
About Steve Strauss
Steven D. Strauss is one of the world's leading experts on small business and is a lawyer, writer, and speaker. The senior small business columnist for USA Today, his Ask an Expert column is one of the most highly-syndicated business columns in the country. He is the best-selling author of 17 books, including his latest, The Small Business Bible, now out in a completely updated third edition. You can also listen to his weekly podcast, Small Business Success.© Steven D. Strauss.
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