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About the Company
Supercool Creamery is a Los Angeles-based experiential catering company that puts on a show and makes fresh liquid nitrogen ice cream, frozen cocktails, acai bowls, Dragon's Breath, and milkshakes for private events, corporate parties, and weddings. Ben has been running the business for 17 years, serving events across Los Angeles and beyond. When he came to YSO, the business was growing but entirely dependent on one person to keep it running.
The Business Challenge
As the business got busier, Ben found himself buried in the operational side with no bandwidth left for growth. Every lead response, RFP, proposal, event coordination detail, staffing decision, packing list, and accounts receivable follow-up was being handled by him personally. With 4 to 5 inbound leads coming in daily with no marketing efforts behind them, the business was growing on word of mouth alone, but Ben didn’t have the full capacity to capitalize on this growth.
A previous assistant had handled some of the workload but did so robotically, without the personality or initiative the brand required, ultimately adding to Ben's frustration rather than relieving it.
“Being a small business, I can't pay someone what they'd want to take on all of those jobs and essentially be the COO of an entire company. We can't afford that on our ledger, so all of that work falls back on me. YSO showed me that this was possible and within reach for a business my size.”
The Solution
YSO placed a dedicated Event Assistant with the organization, supported by an Operations Specialist, who mapped the business's processes across three onboarding sessions and gave the Event Assistant a strong foundation to step into from day one.
Through clearly defined SOPs, she was able to operate autonomously, sending proposals and managing client communications independently. She also took over an entire existing operational role by systemizing its responsibilities into her own workflow.
She took full ownership across:
Lead response and proposal management: Taking over the full inbound sales process, from responding to inquiries within Ben's one-hour standard to building and sending proposals, following up with prospects, and seeing each booking through to confirmation
Event coordination: Managing every logistical detail of each event end-to-end, from gathering client requirements and coordinating staffing to generating packing lists and handling post-event follow-up
CRM migration: Leading a full platform transition from Triple Seat to HoneyBook, migrating all pending events and keeping every active client informed without a single disruption to operations
Marketing launch: Building and launching the business's first-ever marketing effort, including an SEO content strategy and a recurring client newsletter, creating a marketing presence the business had never had before
Outbound sales: Screening and activating leads from an AI lead generator built for Supercool Creamery, and building a structured prospect list from the business's historical client data to target venue preferred vendor relationships as a new revenue channel
Commissary and team systems: Putting accountability and communication systems in place for the operations team, standardizing processes and reducing the day-to-day coordination that had previously fallen on Ben
The Event Assistant became the operational and sales backbone of the business, allowing Ben to step back from day-to-day execution and focus on growth.
The Results
In under six months, the organization went from one owner doing everything to a fully supported operation with real systems and a growing sales pipeline.
29 active clients managed: The Event Assistant took full ownership of the pipeline, managing confirmed and prospective clients end-to-end across all active events
CRM migration saving $250 a month: The Event Assistant led a full platform transition from Triple Seat to HoneyBook, cutting software costs by $250 a month while keeping all active clients informed and operations running without disruption.
Leads managed same day: The Event Assistant manages all inbound leads, with proposals sent out within the hour or at the latest the same day
Marketing launched for the first time: An SEO blog strategy and twice-monthly newsletter went live, giving the business a marketing presence it had never had
Operational role eliminated: By systemizing an entire existing position into her workflow, the Event Assistant consolidated responsibilities that previously required a separate hire
Outbound sales infrastructure built: A duplicated prospect list of 369 contacts was built from historical CRM data, with outbound outreach actively underway targeting venue preferred vendor relationships
Capacity for growth unlocked: With operations handled, Ben was able to take a class twice a week for five hours that he hadn't been able to before, traveled for the first time during a four-event week, and is now building toward expansion including a new location and new strategic partnerships
CEO operating at a higher level: Ben went from being stuck in the micro details of the business daily to stepping back and seeing the bigger picture, identifying what needs fixing and focusing on growth, sales, and expansion for the first time
This implementation didn't just reduce Ben's workload. It opened up a version of the business he had never been able to access before. Ben, who came to YSO buried in desk work and day-to-day logistics, put it simply:
"It's not just a service that provides a virtual assistant. What makes you guys different than any other company is how you get in at the beginning, dive in, and really get your hands into the inner workings of the business, almost in a CFO or COO role, over the course of a few months, cleaning up the business and getting it to a place where it's ready for that assistant, so the assistant isn't walking into chaos."
Ben, Owner, Supercool Creamery