At A Glance

Leslie Lentz is turning challenges into opportunities at Top Shelf Distillers, where she leads with a CX-first mindset. From it's enhancing E-Commerce operations or crafting remarkable in-store client experiences, she's making sure the brand's customer journey is unmatched. Find out how she’s blending tradition and tech to drive success.

Who is Leslie?

Meet Leslie Lentz, Client Experience Director at Top Shelf Distillers!

What is Top Shelf Distillers?

Top Shelf Distillers is an Ontario-based distillery. They specialize in top-shelf spirits, which can be purchased on an individual basis or through subscription crates. Established in 2014 with a small but refined product line, the brand has branched out considerably. It’s now well known for its dessert liquors. 

Leslie’s CX Journey

Leslie's journey in customer experience began at the age of 14 when she began working in a tea room. Her appreciation for CX was cemented then and there. Despite exploring various employment directions over the years, Leslie consistently found herself drawn back to customer service roles. 

What’s more, she sees the term “customer,” as being flexible. In Leslie’s perspective, anyone on the other end of her service is a “customer,” of sorts.

“It really always comes back to customer service, whether the customer is external or internal. With office management, I feel like everyone who works inside the office is a client.”

Leslie is relatively new at Top Shelf Distillers, having started in July of 2023. However, she leverages her years of experience in customer service to provide a supportive environment. No matter who she is helping, Leslie is always focused on making connections. 

“It doesn't matter how that relationship is formed. My goal is to make sure that they are happy and they have what they need to succeed. The culture needs to be positive.”

She loves being in a leadership position and is particularly keen on exploring individual strengths and giving her team the support they need to grow and thrive. 

"I'm an inclusive employer. Whether that's physical or whatever diversity you have, neurodivergence is huge." 

Leslie takes pride in coaching and training employees of all backgrounds and abilities. As a leader, she finds fulfillment in observing the personal and professional development of team members, particularly those who may be initially reserved. 

"Just seeing someone a little bit shier, coming out of their shell and being really successful and growing in their role is what really drives me in this position."

Sometimes, watching employees grow also means connecting them with different departments. She’s ok with that. To Leslie, watching someone thrive is always a plus, no matter what it looks like. 

"Having my employees constantly poached to other departments to me is an absolute win because I know that I have set them up to be noticed by other departments.”

Leslie’s Team

Because Top Shelf Distillers maintains a physical storefront, there are always some employees interacting very directly with customers who visit the shop. There, Leslie’s team hovers around 4-5 people depending on the time of year. During busy periods like the summer, or Christmas, they tend to need extra support. 

The company itself shrank a little over the last few years, largely in response to the challenges of the pandemic. Currently, the staff hovers at around 35 people. However, they are currently growing, and always on the lookout for motivated professionals.

Leslie’s Top Challenges

"Our top challenge is acquiring talent, you know, we are in a small town. Finding that high-level talent can be a bit of a challenge for us. Sometimes it just takes a little bit longer to have that."

The distillery's niche market adds complexity to its talent needs. Leslie points out, "We also are a niche market. We need a master distiller, and that is a very small pool of people who can do that. Most of them, I think, are in Kentucky."

This specific requirement further limits the potential candidate pool, posing a distinct challenge for the distillery in its talent acquisition efforts.

AI or No AI?

Like many business leaders, Leslie recognizes AI’s potential to have a big impact on future operations. However, she is currently approaching it with cautious interest.

 “I don't think we're quite there yet, but it's definitely something I think, you know, we're looking into and, you know, and trying to and try to see how it fits in our space.”

Leslie’s Advice For Business Leaders

Leslie believes in the power of maintaining a strong, well-supported team. She advises that business leaders should, “Really get to actually know your team because those people are your front line for your business.”

Ultimately, she finds that people work best when they are given space and trust. I don't micromanage. I hire people because they tell me they can do the job. If we have an issue, then we address the issue.”

By offering robust support, Leslie aims to empower her staff, and potentially improve their quality of life at the same time. “I always take time to listen to my team and validate, you know, validate their feelings because There's nothing worse than dreading going to work because you feel like the environment is not supported and appreciated.”

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