Twiggs coffee roasters: quality products and customer service guide North Bay eatery.

• Author: Robinson, Nadine
• Position: Best Indigenous Businesses

She watched her grandmother's strong fingers push the needle through the leather, capture a bead and then repeat the process, until the most intricate and lovely design emerged. She learned the skill at her grandmother's knee, not knowing that a love for making traditional Native crafts wasn't the only thing she was gaining. Her time with her nookomis kindled an entrepreneurial spirit in Jennifer Twigg, and she turned the hobby into a home-based business for several years.

Twigg now stands at the helm of another family business with her husband, Doug, and sons Matt and Adam, as Twiggs Coffee Roasters, in North Bay, is poised to open their second franchise, and fourth location.

"This is our passion," said Twigg. "Frankly, you have to be passionate about whatever businesses you start, because it is not a nine-to-five job. We love coffee and are proud to say that you will never get a stale cup of coffee at Twiggs, as our beans are roasted onsite and used within 48 hours."

The Nipissing First Nation resident brought the west coast trend of organic, fair trade, fresh-roasted coffee to North Bay in 1995. While it took residents a while to appreciate the difference of fresh coffee and healthy food choices, by 2010, Twiggs opened a second location and soon after opened a kiosk at the children's medical treatment centre.

"Customer service is paramount to our success," Twigg said. "We're busy, but customers still know that they are important to us when they walk through the door. We know the majority of our customers and treat them special ... they're a part of Twiggs."

Twiggs offers a menu that spans their regulars' cravings, from full breakfasts to decadent late-night desserts.

"We try to keep our menu real, with the freshest of products," Twigg said. "Regulars come for the coffee (and our new line of tea) and stay for the Montreal-style bagels, healthful soups and sandwiches from the deli, smoothies, tapas and pizza dinner menu, and for our cheesecakes. We're all about quality, so the majority of our food is made onsite, and because of that, people keep coming back, even going out of their way to get food from 'their' coffee house."

Some of the Twiggs locations are also licensed, offering customers beer or wine with their food.

Staying on top of industry and technology trends is another part of running a successful business, according to Twigg. "We have to be able to adapt, offering our customers new ways to connect with us and serve them," Twigg...