Episode 05

In this episode of Lessons in Legacy by Santori & Peters, host Ryan Neupaver is joined by Kathy Battis, owner of Bethel Bakery and a true icon in Pittsburgh’s small business community.
Kathy shares the heart and history behind her multigenerational business and what it means to bake more than just pastries—she’s baking a legacy. From serving the Pittsburgh Penguins to raising the next generation of bakers in her family, Kathy reveals how customer care, consistency, and connection have kept her business thriving for decades.

Takeaways:

- Legacy starts with people. Whether it’s her customers or her granddaughter helping out in the store, - Kathy emphasizes that relationships are at the heart of everything.
- Consistency matters. Great product is important, but great experience is what keeps people coming back.
- Customer service is an attitude. Treat every customer like royalty—know their names, notice their moods, and make them smile before they leave.
- Respect your employees. A business is only as strong as the team behind it. Show appreciation and build a positive culture.
- Start them young. Bringing her granddaughter into the bakery shows how legacy is lived out in daily actions, not just business plans.
- Success isn’t just about growth—it’s about gratitude. From walking orders to cars to recognizing the value of a thank-you, small touches leave lasting impressions.