Conversations with Tracy Hayes

Today we’d like to introduce you to Tracy Hayes.

Hi Tracy, it’s an honor to have you on the platform. Thanks for taking the time to share your story with us – to start maybe you can share some of your backstory with our readers?
I was working a mix of jobs — everything from landscaping to film work — while my primary employment was in marketing for a telecommunications software company. It was steady and I enjoyed the traveling, but it wasn’t quite what I was looking for.

Then I heard that someone I knew indirectly was looking for a manager to run their retail pottery studio. I had always had a general interest in art, and I was desperately in need of a change of pace. I reached out to inquire about the position — and was hired almost immediately.

I threw myself into that role. I worked tirelessly, often doubles, most days of the week. Despite some glaring issues — bounced checks, unanswered calls, and a general lack of accountability from ownership — I realized something important: I thrived in that environment. I loved the creativity, the customers, the energy of the studio.

Eventually, exhausted, I pleaded for a day off. When I finally got one, I was also told the owner would not be renewing the lease. The studio was closing.

My first thought wasn’t about myself — it was about our customers. We had just taken payments from families and individuals who were expecting to pick up their finished pottery the following week. I asked the owner what the plan was for getting those paid pieces back to customers. There wasn’t one. They didn’t seem concerned.

So I made one.

I put my cell phone number on the studio gate with a note explaining there had been management changes. I coordinated pickup times, met customers at the studio, and made sure everyone received what they had paid for. During that process, I heard the same thing over and over: people were shocked I wasn’t the owner and disappointment that the studio was closing.

That’s when it clicked. I ran the studio as my own, why not make it so?

I come from a line of entrepreneurs. I went home, drafted a business plan, and asked my parents to review it and give me their honest feedback. After refining it, I applied for a business loan.

In 2011, I opened abcPottery.

It wasn’t easy in the beginning, but we built something special. Over the years, we’ve made changes, adapting and growing with our community. Today, we double our weekend staff to keep up with demand. We implemented a waitlist system because tables fill so quickly. The same kind of energy that drew me in as a manager now fills a space I’m proud to call my own.

We were preparing to expand in 2019, but like the rest of the world, those plans were put on hold. Still, if the journey has taught me anything, it’s that setbacks are often just redirections.

And sometimes, the thing you’re meant to build starts with simply doing the right thing.

I’m sure it wasn’t obstacle-free, but would you say the journey has been fairly smooth so far?
Smooth enough, but what is life without a few bumps along the way?

Like many businesses in service-based industries, we’ve experienced a higher turnover rate than we would prefer. Many applicants come in expecting a slow, laid-back, purely “fun” job. And while it is fun, it is also fast-paced and demanding, much like the restaurant industry. It requires energy, focus, teamwork, and the ability to think on your feet.

We are fortunate to have incredible customers who make our work rewarding and worthwhile. However, as with any public-facing business, not every interaction is easy.

Personnel challenges are part of any industry where a team must rely heavily on one another. Over time, we’ve developed systems that encourage transparency and open dialogue. Early on, we referred to ourselves as a “family,” but we realized that mindset didn’t always serve the health of our studio. You don’t have to like everyone in your family — and sometimes families avoid difficult conversations. A team, however, addresses issues directly. A team communicates, works through conflict, and prioritizes resolution over avoidance. That shift in perspective strengthened our culture significantly.

There have also been rare occasions when displeased customers have been determined to “get this place shut down,” particularly when I stand firm in protecting my staff. I will not allow anyone to treat our team as less than human simply because we work in retail. Fortunately, those situations are few and far between. More often than not, concerns can be resolved through conversation, though sometimes individuals choose to leave a negative review rather than bring their concerns to management directly.

We survived the COVID shutdown, the sharp rise in overhead due to inflation, and the countless operational hurdles that all small business faces in an unpredictable economy.
At the end of the day, challenges are part of growth. We’ve learned, adjusted, and become stronger because of them.

Alright, so let’s switch gears a bit and talk business. What should we know about your work?
abcPottery is an art studio specializing in ceramic pottery. We offer ceramic and acrylic painting, pottery classes, and a variety of hands-on creative experiences designed for all ages and skill levels.

One of the things I’m most proud of personally is the repair and commission work I’ve completed over the years. There’s something incredibly meaningful about restoring a cherished piece or creating something custom that becomes part of someone’s home and story.

One of the most unforgettable moments in the studio was hosting a group of women representing four generations of one family along with their newborn baby. Seeing five generations gathered around one table, creating together, was incredibly special. It was a powerful reminder of what life is really about: history, connection, and the future all sharing a moment in time.

Do you have any advice for those looking to network or find a mentor?
I was never part of a formal mentorship program or anything like that, I often joke that my only art class was my homeroom teacher in high school was the art teacher, much of my knowledge is on the job experience and experience gained from various jobs and personal projects. When I need deeper insight, I turn to online forums and professional communities.

My style is inspired by all the employers I’ve had, I strive to create an environment where people feel valued, respected, and truly part of a team. I’ve learned that adaptability is essential in a creative, constantly evolving industry. So I am constantly learning.

Contact Info:

• Website: https://abcpottery.com

Image Credits
Either self taken photos or
Legacy Media Group