It’s easy for a buffet to become a breeding ground for bacteria, and the foods that a guest might not question if left out for more than a couple of hours — rice, sliced fruit or cut greens, for example — could spread illness if not monitored carefully. These foods are considered Time/Temperature Control for Safety foods. Statefoodsafety.com says these foods, which are high in carbohydrates or protein, slightly acidic or neutral, or contain moisture, are especially susceptible to bacteria contamination. While there are some foods on the list that are easy to guess, like meat, seafood and
dairy, make sure your kitchen staff are well aware of the others on the list that need to be monitored carefully and replaced regularly.
…Make some changes in your kitchen. As warm weather approaches, your kitchen and staff need to be able to adapt to the heat. Even if you’re careful about keeping your food preparation area clean and avoiding cross-contamination, the simple act of sweating can cause rapid multiplication of bacteria that can contaminate food. Make sure your kitchen is well ventilated, and train kitchen workers to wash hands and change gloves frequently, and to not handle food unnecessarily.
Environmentally friendly packaging is rapidly becoming the rule rather than the exception. Case in point: Some of the largest foodservice brands in the world — including McDonald’s, Wendy’s and others — have joined forces in an effort dubbed the Next Gen Cup Challenge to identify a cup that’s easily composted or recycled. Fast Company reports that most of the hundreds of billions of paper cups that end up in landfills each year are coated with a layer of polyethylene that makes them great for holding liquids but poor for the environment. Companies from around the world have submitted designs and 12 have been selected to share a grant that will enable them to test and mass-produce their cups. Brands will begin testing contenders in September, so watch them for clues as to what products are in the pipeline.
It’s pretty simple: Your regular guests are motivated to earn points for their purchases and to get transparent communication from you about what it takes to redeem those points. It’s a lesson many major brands have learned and are now adapting to accommodate. Skift Table reports that Starbucks, Chipotle, Pizza Hut and TGI Friday’s are just a few of the brands that have implemented new points-based loyalty programs in recent months, and to positive reviews. Some of the results have been dramatic. The report said that Punchh, a digital marketing company that helps a range of restaurants with loyalty program development, helped TGI Friday’s UK generate a 66 percent increase in revenue from loyalty program members and a 51 percent increase in new unique guest visits in the first four weeks of launching a new loyalty program in July. According to Mobile Marketing, the number of users referred by the app who made a verified visit to TGI Friday’s UK skyrocketed 300 percent in that same timeframe. The new loyalty program stands out not for its bells and whistles but for its transparency. While it started in 2015 (also with Punchh) as a “scratch, match and win” game designed to generate probability-based rewards, the new program has a spending-based system of points or “stripes” to help customers see the path they need to take to earn rewards.
The foodservice delivery industry seems to be evolving by the day. If you’re adapting your operation for more efficient delivery or thinking about offering it as a new option, take note of how third-party delivery companies are changing the market. Bloomberg reports that Uber has a pilot program underway in Paris that rents commercial kitchen space to restaurants selling food via the Uber Eats app. While the company has not commented publicly about this yet, it raises questions about how such developments could change the industry, perhaps controlling the choice consumers have when searching for a certain kind of restaurant, for example, or giving third-party providers a greater say in the branding of a restaurant business. Uber isn’t alone in this either: Grubhub, Door Dash and others have been investing in ghost kitchens in recent months. Postmates is adding yet another wrinkle to delivery by launching a new app, Postmates Party, to select cities that allows consumers to pool their orders and have them picked up and delivered (for free) by one courier.
Looking to build your business? You’re likely to have more success not by making incremental improvements to your menu — adding creative new condiments that make your burgers a little more interesting than your competitor’s down the road, for example — but by identifying and marketing your specialty. Christopher Lochhead, host of the podcast “Follow your Different” and author of the new book Niche Down, offers the example of Sushirrito, the San Francisco brand that pioneered sushi in burrito form. It combined two of the region’s favorite foods, sushi and burritos, and then focused on solving a problem: How can sushi be eaten on the go? Enter handheld sushi that just happens to introduce some interesting flavor combinations too. The fast-casual brand has generated strong traction in the area since launching in 2011, with now eight locations around the Bay area. They accomplished this not specifically for having better sushi than other restaurants in the region but because they identified a consumer need and found an inventive way to address it. Thinking small — creating and marketing to a specific niche and not simply trying to improve upon what you already do — can help you boost guest loyalty. The good news is that the data you collect about your guests has the power to help you drill down to specifics about their behavior, likes and dislikes, and spending habits. Based on what you know about your guests, is there a menu item you offer that is ripe for a reinvention? Do you know what other food your most loyal patrons enjoy that could give you clues about potential opportunities?
Conventional wisdom says that people who want a harmonious relationship shouldn’t go to bed angry, right? Toast is now applying that logic to negative restaurant reviews. The company commissioned a study that found that 65 percent of one-star reviews on Yelp were posted within one day of a dining experience. To use that one-day window as an opportunity for customer retention, Toast created Toast Guest Feedback, a new guest feedback platform that sends a text to a manager whenever their restaurant gets a one-star review. Often times this will allow the restaurant to correct problems in real time, deescalate customer concerns and avoid losing those customers permanently.
Anthony Bourdain’s death last year, along with a string of 12 suicides and substance-abuse related deaths among hospitality workers in Sacramento, served as a reminder of how restaurants can be fertile ground for mental health problems. The long hours, stressful pace and other extreme conditions can set the tone for unhealthy eating and sleeping habits that exacerbate mental health concerns. To help, a Civil Eats report that appeared in Eater said chef Patrick Mulvaney of Mulvaney B&L in Sacramento has partnered with Kaiser Permanente, VSP Global, WellSpace Health, the Steinberg Institute and the James Beard Foundation to develop a pilot program called “I Got Your Back.” The program, which has already launched in Mulvaney’s business, trains select workers to spot signs of mental distress at the restaurant. They wear a purple hand on their uniform and check in with other employees to offer support. Mulvaney has hosted workshops to connect with other operators looking to discuss mental health, and he is next looking to develop online resources to help workers in crisis find mental health professionals.
We all know that eating plants is better for us, for the environment and for the restaurant operator’s budget. But for flexitarians and carnivores looking to eat less meat, the idea of eating plants doesn’t always feel as satisfying — or to some, as nutritionally balanced — as a meal should be. Being reminded that they’re not eating meat doesn’t help. Enter the Better Buying Lab (BBL), a department of the World Resources Institute that helps businesses reframe their marketing of plant-based foods. Fast Company reports that following BBL’s principles helped one U.K. grocery store selling “meat-free sausages and mash” (to weak sales) make the change to “Cumberland-spiced veggie sausages and mash,” resulting in a 76 percent jump in sales in two months. They have also advised Panera and Google with similar efforts. BBL recommends companies avoid such terms as vegan, vegetarian, meat-free, or other health-restrictive terms such as low-fat, and embrace terms related to provenance, flavor, and look and feel.
At a time when many famous chefs are having to come to terms with their missteps in managing restaurant culture, chefs Ashley Merriman and four-time James Bear Award winner Gabrielle Hamilton stand out for knowing how to establish a healthy one. Hamilton opened Prune in lower Manhattan in 1999 and she and Merriman have since made it into not just a successful restaurant but an employee-friendly place to work. Guiding them are five simple values, which they recently shared in a Quartz report: Be thorough and excellent at everything you do, even when no one is watching; be smart and funny; be disarmingly honest (that means willing to tell the truth, but not in a brutal or overly earnest way); work without division of any kind (strive to put the person who sweeps the floor on equal footing with the owner); and to use service as leadership. That final point implies that through serving people, you set the tone for an experience with your greeting, eye contact and demeanor. They joke that they are actually an institute for living masquerading as a restaurant.
The California Consumer Privacy Act (CCPA) could have nationwide implications for how restaurants manage their data, protect consumer privacy and market their business. The National Restaurant Association hosted a webinar recently with Helen Goff Foster, a partner in the Technology + Privacy & Security for Davis Wright Tremaine, who reviewed the implications of the law, which is set to go into effect next year and could likely set similar legislation in motion in other states. The act will impact how businesses manage the consumer data they collect and the loyalty programs they operate. Unlike GDPR, which is about having consumers opt in to providing personal information, CCPA is about allowing them to opt out. In broad terms, for a wide swath of businesses, the law requires businesses to let consumers access the personal information you track, and gives them the right to delete information, and to opt out of the sale of that information. It also requires you to give consumers two methods of contacting you about it (including an 800 number). Businesses must therefore be able to retrieve consumer information across its affiliates, business units, product lines, etc. The law is intended to prevent businesses from providing discounted service or price to certain customers but not others (which clearly creates some hazy territory for businesses operating loyalty programs). There are fines in the thousands of dollars for violating the law and businesses could also be exposed to a private right of legal action by consumers against the business and its affiliates. Franchises could be especially vulnerable because they could bear legal risk but aren’t able to dictate privacy policies of their parent company. Foster advised that the best thing businesses can do now is identify where their consumer information is and how to access it. You’ll need to determine how to provide opt-outs for most of your consumer data and assess the ability of your vendors to do so as well, so update (or establish) your information security program. For more information about the law’s potential effects on restaurants, access Foster’s webinar and Q&A here.
The real power may lie not with restaurants but with the delivery apps and food delivery companies that help them get their food to consumers. That’s the implication of two recent reports in the Wall Street Journal, which indicate that these companies are poised to move away from traditional introductory offers and toward subscription-model services designed to entice consumers into becoming habitual “superusers.” At a time when millennial consumers are believed to lack loyalty, delivery providers have noticed that offering a one-time discount won’t translate to follow-up business. How does your delivery provider entice customers to return regularly? DoorDash, one provider offering a subscription program, says it has more than 30,000 users signing up each week for their service. It now leads the online food delivery market in total consumer spending.
At a time when Instagram is helping restaurant menu items go viral and having a well-curated social media presence is billed as a must for a growing business, it can be easy to overlook the power of email. But the numbers tell an important story: According to research from the Direct Marketing Association and Demand Metric, the return on investment for email marketing is 122 percent compared to just 28 percent for social media (other marketing channels rank similarly low). Email carries a number of benefits. When you pour your marketing dollars and ideas into your email list, you retain control of what happens next. You’re not at the mercy of changes to a social media network’s algorithm and you stand a better chance of reaching your most loyal guests directly. Your email subject line has the power to prompt the recipient’s action at the time you send it — you’re not competing with content on a person’s social media feed or having to wait until people visit their account. As The Rail suggests, you can use your data to deliver a more customized experience via email, sending messages when you know your list is most apt to open them and with a mix of images, video and text depending on what you’d like to promote. There are also ample email tools to target guests with not just birthday promotions but also deals that consider their personal preferences and ordering habits. OptinMonster suggests using your list for such tasks as nurturing your loyalty program and spelling out its benefits, winning back guests who haven’t visited in a while, or following up with people who made a Groupon deal or otherwise expressed interest in your restaurant but haven’t visited yet.
When food is prepared and waiting to be eaten by a hungry consumer, every minute can impact the quality of the meal. Now that so many operators are embracing consumer demand for delivery and are seeking to stand out in a growing crowd of off-premise dining options, the next push is to make that delivery as fast and seamless as possible. For a number of major brands, that means delivering in less than 30 minutes and striving to shave additional time off of that rate. In addition to restaurants adding pick-up shelves for delivery drivers collecting orders and opening delivery-only kitchens in locations with a critical mass of customers, Skift Table reports that some brands are introducing prepaid delivery for third-party couriers and retrofitting vehicles to become mobile kitchens that can cook a pizza on the go. (Pizza Hut, for one, is testing a robot-powered pizza kitchen that sits in the bed of a modified Toyota Tundra.) How can you shave minutes off of your delivery?
Having a food inspector visit can be an opportunity — not merely a necessary interruption in the midst of a busy shift. How you prepare for the inspection and implement action steps afterwards is critical. There is power in seeking outside input. The Caterer suggests hiring a food safety consultant who can design a food safety management system tailored to your business. You can also seek out foodservice businesses with strong records and ask to visit their facilities — they may help you identify ways to make improvements. Finally, partner with your health inspector and proactively ask questions between inspections. Investing the time and — in the case of hiring a consultant — money in soliciting feedback is less costly than doing damage control after a food safety violation or illness outbreak.
If you still use manual processes to track ingredients and recipes, be aware of how they can impact your operation’s food safety. For example, a team member who knows one version of a dish well may not know how a dish is altered to accommodate a food allergy if your processes aren’t automated. Restaurant Business advises you consider menu engineering technology to help automate these processes and keep your menu’s ingredient and nutritional information in step with modifications you need to make on the fly. For example, as you create dishes or adjust existing ones, technology can automatically update their allergens and nutritional values down to the ingredient level. It will help ease communication between your team and the guest, as well as give your chef time and freedom to focus on enhancing the menu.
Eggs are having a moment. Now safely in the realm of healthy foods, eggs aren’t just for breakfast anymore and are being embraced by consumers and chefs alike for their craveability and versatility. Runny yolks atop everything from avocado toast to burgers to pizza are adding an extra flavor layer to foods. Because they mix well with global ingredients, eggs have become common street food options too. Flavor & the Menu cites such examples as Queen’s Danh Tu, the Vietnamese street food vendor in Brooklyn, which offers bánh xèo, an omelette-crêpe served in a cone. It found a number of other creative egg applications at such places as Bywater American Bistro in New Orleans, which makes a crispy rice dish topped with a swirl of vibrant “yolk jam,” and at Mason Eatery in Miami, which offers an appetizer of lightly cooked beaten egg, sour cream, Muenster cheese and salt, served as a gooey mixture with bagel chips for dipping.
Cybersecurity incidents have become so widespread and increasingly sophisticated that it may not be a question of if your business is targeted, but when. Smaller businesses tend to be easier targets than larger ones, but even the biggest players can be caught unawares. (Note the breach that recently impacted Marriott and wasn’t announced until 11 weeks after the fact.) But regardless of the size of your business, there are a number of steps you can take to fortify your operation against cybercriminals. Cybersecurity expert Steve Tcherchian told Restaurant Insider that operators should first manage the devices connecting to their wireless network. Make sure your operating system is up-to-date so you’re less vulnerable to security loopholes, your system is accessible via PIN or password only, your staff isn’t using POS devices to access the Internet, and that you use a firewall to separate parts of the business that have different functions. Train your team to identify phishing emails and to avoid clicking on suspicious attachments. Make sure your staff have access to just the information they need to do their job and nothing more — and that you use online password managers (Dashlane is one) to manage and monitor access to files. Any vendors you hire should have security practices at least as strong as yours, so stay aware of how they store and protect data. Finally, hold your staff accountable by conducting employee background checks (Team Four can help you here) and by issuing each person a unique identifier on your POS, which can help you pinpoint where data breaches and staff shifts overlap.
Plant-based menu items have skyrocketed 800 percent in four years, according to research from the taste and nutrition company Kerry. If you’re not making your menu more plant-based to suit your guests’ tastes, do it to help your bottom line. Severin Nunn, the director of food and beverage at The Omni Homestead Resort in Hot Springs, Va., told FSR Magazine that a restaurant’s food cost for plant-based entrées is about 15 percent compared to 30 percent for meat-based dishes. That differential gives operators more room to shift menu prices while retaining an item’s profitability. To beef up your plant-based offering, so to speak, the FSR report advises you approach these dishes with the same care and creativity you’d apply to meat-based entrées, and weave in nutrient-dense, on-trend protein sources such as quinoa, lentils and spirulina.
What’s next in data and delivery? As usual, Domino’s is trying some ideas that could spark some new approaches for other brands looking to build business. Its latest promotion, Points for Pies, urges consumers to upload photos of pizzas of all kinds (not just from Domino’s) to the Domino’s app — that could include a competitor’s pizza, a homemade pizza or even a dog’s chew toy in the shape of a pizza. The brand then uses AI technology to identify those pizzas and award points to each person who posts an image. A person can win up to 10 points by posting one pizza each week and 60 points earns them a free medium-size, two-topping pizza from Domino’s. By making this game about the consumer and not directly about Domino’s — and showing a clear, achieveable path toward redeeming those points — the brand has made it more appealing for consumers to share data. Eater reports that this latest move is a creative plan to help Domino’s gather and dissect consumer data, then enhance their menu and service accordingly. The photos and data from Points for Pies will give Domino’s information about how often consumers think about, buy, make and eat pizza, what ingredients and combinations they crave, as well as what pizzas competitors are making. The results could impact how Domino’s makes pizzas or adjusts it menu, and how it manages its staff, store expansions and delivery strategy.
Need another reason to invest in technology? The fast-casual segment is poised for a tech-powered boom in the next five years. A Wired report says that in the wake of the rise of such tech-friendly, fast-casual industry darlings as Sweetgreen, venture capitalists have been pouring hundreds of millions of investment dollars into what they call “early-stage scalable restaurant concepts.” Technology is the common foundation of these concepts, with AI and data-mining apps making it possible for them to tweak menu offerings quickly based on customer diets and preferences, or even minimize waste by using machine learning to study historical purchases, weather, local events and even growing conditions on farms.
Looking for a loyal guest who will drive miles out of his way to eat at your restaurant? Boost your operation’s allergy awareness and communication. People with food allergies are a vocal and close-knit group, notes Francine Shaw of Savvy Food Safety, and they won’t hesitate to share their
experiences in restaurants with others. Shaw told Modern Restaurant Management that communication is paramount: Your staff should ask each party if there are allergies in the group, and if so, there should be constant communication between the manager, chef and server throughout the preparation, plating and serving of the meal. When guests have questions, direct them to the chef, who should have up-to-date information on allergens and allergen aliases. All employees need to be part of the effort, so have regular training sessions and refreshers on how to manage allergies in various scenarios.
Consumer taste trends change fast — often faster than operators are able to forecast themselves. Now, AI is helping food companies stay a step ahead of consumer demand. Food Dive reports that the tech startup Tastewise surveys billions of food and beverage data points including one billion food photos shared monthly, 153,000 U.S. restaurant menus and more than one million recipes. It then synthesizes that information to pinpoint up-and-coming, on-trend ingredients and other market opportunities to meet consumer demand. The insights are both local and national so they may help operators identify micro trends as well as more widespread consumer preferences.
What’s your challenge? Whether you need help developing recipes and concepts, analyzing food costs, fine-tuning purchasing, planning a marketing campaign or managing another aspect of your business, we can provide guidance tailored to your needs. Contact Team Four at firstname.lastname@example.org or 888-891-3103 for more information.
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