POTTSTOWN PA – Daryl Poe stood over a hot fryer early Thursday afternoon (Jan. 25, 2024) at DonutNV in Pottstown, preparing an order of Cinnamon Roll mini-donuts for a first-time customer. Poe, a DonutNV franchise owner and one of its former corporate employees, added a couple of extra sweets to the purchased package.
“See how you like them,” he encouraged the visitor.
Poe’s seeming generosity is, in part, what he otherwise describes as “consistent customer service.” He emphasizes the word ‘consistent.’ Routinely giving customers more than they expect – be they newcomers, or those who for years have regularly placed big orders – “keeps them coming back,” he explains.
An emphasis on service, and on local community support, has been a hallmark of Poe’s more than 30 years of experience in the food and beverage industry. He carried it into the store, at 194 S. Hanover St. (at right), when it opened in December 2018 under his supervision as a corporate location.
He later placed a bet on future success in Pottstown by taking the store under franchisee ownership in February 2020 (above). Next month he observes the fourth anniversary of that decision, one that’s paid off with praise from hundreds of patrons. As of Tuesday (Jan. 30), DonutNV Pottstown had accumulated 360 Google Reviews, with an overall satisfaction rating of 4.8 of 5 stars.
Poe quietly mentions that feat in passing. It’s not delivered as a boast, but as a fact that puts an exclamation point on his pride.
In Pottstown, the many DonutNV varieties of sweets are accompanied by a menu of both breakfast and lunch sandwiches, known as “bagel smashes.” Its concept is simple: a fresh bagel is flattened and toasted; filled with a selection of meats, cheeses, and eggs as requested; then pressed panini-style and served hot. A brief online video shows how they’re made.
Bagel smashes have become best sellers on the DonutNV menu, Poe notes, usually paired with the company’s widely promoted fresh lemonade or coffees. Nearly endless combinations of sandwich, beverage, and mini-donuts continue to broaden its customer base. In addition to its food truck presence, the Pottstown location also handles catering and functions like weddings and parties.
Growth locally, and nationally
The same kind of growth apparently also is enjoyed by the DonutNV chain nationally. The Florida-based company opened its first store during May 2014 at the Philadelphia Premium Outlets in Limerick. Its immediate popularity prompted founders Alex and Amanda Gingold to expand, primarily by adding branded and easily recognized mobile trailers.
Poe was only its second franchisee. The company now has dozens in more than 30 states.
During more than five years in the borough Poe, separately and with other Pottstown businesses, has ensured DonutNV participates in local events. His trailer is found at a wide variety of functions in the borough and its municipal neighbors.
The latest example: in recent weeks, like a handful of places elsewhere in town, he’s turned over a corner of his space to Girl Scouts and their annual cookie sale. He’s got available room, Poe reports; the scout sellers stay warm, and the arrangement works well.
Customers may walk in empty-handed but, not surprisingly, Poe says, a number leave with a bag of DonutNV goods in one set of fingers and a bag of cookies in the other.
Think of it as two-handed customer service.
DonutNV Pottstown is open Mondays from 8 a.m. to noon, Tuesdays from 8 a.m. to 12:30 p.m., Wednesdays through Saturdays from 8 a.m. to 1 p.m., and Sundays from 8 a.m. to 1:30 p.m. For more information, call 484-624-5514, or send an e-mail to email@example.com.
Photos from DonutNV Pottstown’s Facebook pages