Build a culture of positive customer experiences
Do you have a culture of customer service? It’s not something you can achieve in a one-day training seminar. Justin McGurgin, who has spent 30 years in hospitality and currently runs Zealifi, a company that coaches operators about how to build a culture that provides positive, memorable experiences for guests, spends most of his time working with leaders, not staff. In a podcast on Profitable Hospitality, he said staff are simply a reflection of the leadership they’re getting (or not getting). One-off training seminars are little more than a band-aid fix, motivating your team only as long as your trainer is in the building. So what does McGurgin suggest instead? In year-long training modules he conducts with operators, McGurgin typically spends the full 12 months with the organization’s leaders – junior team members join in for just five months across that time frame. When working with leaders, he focuses on engagement and empowerment. Do you build connections with your team by saying hello when they walk in the door? Scheduling one-on-one meetings with them in addition to group meetings? Acknowledging their accomplishments with a personal note and in group meetings, emails or texts? When something goes wrong, have you empowered staff to handle it, instead of having them come to you for guidance when a customer complains? When you can answer “yes” to those questions, you have the makings of a strong culture. That has important benefits: You’ll be able to attract more stars to your team (and have a better chance of enticing them to stay), you’ll have a team that won’t tolerate weak links (so you won’t be the only one managing quality control) and you’ll have more time to focus on firing up the creativity at the top of your organization, so you can ensure you continue to bring customers through the door.
Where to innovate first? Try your back office.
“Today’s delights are tomorrow’s expectations,” according to the Culinary Institute of America’s Tim Ryan, who spoke at the recent Restaurant Leadership Conference. It’s true of your food, service and technology. If you’re unsure of where to innovate across your operation, automating your back office is a good place to begin, according to Alister & Paine, a magazine for company executives. As the nucleus of your operation, running it smoothly can help you manage your scale and achieve goals with less effort. If you’re comfortably paying vendors by check, for example, the number of checks you need to write each month can escalate quickly (and become a chore) when you invest in marketing, increase your customer volume or hire additional employees. Electronic payments can help you accomplish more tasks more quickly and with less effort. Vendors are increasingly expecting shorter payment terms, so providing payment with the click of a mouse can help you keep valued suppliers and stay a step ahead of competitors. And if your competitors are automating their back office, it will quickly become compulsory – not just nice to have. That said, what works for your competition won’t necessarily work for you. FSR Magazine recommends you audit your operation to identify process improvements you can make to enhance any automation you introduce. That could mean synching different processes or software programs, identifying ways to ensure all invoices are processed correctly, or using a special barcode on invoices if it helps you save money on each invoice. Consider outsourcing your accounts payable if you find your back-office work is taking attention away from providing great food and service. When outsourcing gives you access to a dedicated customer management team that handles your invoices and vendor requests, for example, it can help you gain some visibility and control over your finances while freeing up time for focusing on other parts of your operation.
What’s the next kale?
What is it about kale that made it skyrocket in popularity and become consumers’ favorite superfood? According to Nielsen data, frozen breakfast entrees featuring kale experienced a whopping 391 percent growth in sales between 2016 and 2017. David Sax, who wrote The Tastemakers, said it comes down to three traits: versatility, availability and cultural significance. As Food Dive reports, kale can be eaten raw or cooked, has a long growing season in a range of climates and has become a symbol of health, which in combination made it a must-have on menus and consumers’ dinner tables. The ubiquity of food images and experiences on social media can help foodservice operators predict the next foods and beverages poised for a big break. Food industry analysts say drinking vinegars could be the next big thing to go mainstream. While they’re appearing on menus as kombucha or alcoholic mixers, there’s plenty of room for them to grow.
It is really organic? Buyer beware.
Food labels can mean the difference between winning new customers and losing the ones you have. A recent Washington Post report detailed the story of a 36 million-pound shipment of soybeans that originated in the Ukraine, passed through Turkey, was fumigated with pesticide like regular soybeans, priced like regular soybeans, then labeled “USDA organic” and increased significantly in price upon arrival in the U.S. That shipment, along with two other grain shipments that passed through Turkey and subsequently sparked questions about organic labeling, demonstrate weakness in current U.S. standards determining what commodities are organic. (Approximately half of organic commodities, including corn, soybeans and coffee, come from outside the U.S.) The Post report says although organic food imports from Turkey, China and other countries have invited increased scrutiny, gauging the level of fraud in imported organics is difficult because organic companies have little incentive to announce their suspicions about suppliers.
Swap out the sugar
The message is finally taking hold around the globe: Cut the sugar. Food Quality & Safety reports that sugar sales may grow at their slowest pace this year and next as consumption drops in developed countries. Many such countries have proposed or implemented taxes on sweetened beverages, have banned vending machines in schools and introduced warning labels on high-sugar foods, among other measures. The analyst group Platts Kingsman forecasts sugar consumption to increase just 1 percent, half of the annual growth it has experienced in the past decade. While some countries are accommodating consumers’ cravings for sweet foods by using sugar stand-ins like high-fructose corn syrup, many foodservice operations are reformulating products to decrease the amount of sweeteners overall. Now is the time to consider creative ways to bring sweetness (but not added sugar) to your menu.
Facebook brings (some) restaurants one step closer to customers
Soon, it may not be sufficient to simply have a restaurant page on Facebook – your neighborhood restaurants might be accessible directly from Facebook users’ homepages. Facebook recently made it possible to order food directly from its app menu on the main login page. It allows users to find a restaurant list, review the menu, include a tip and pay for the meal without having to navigate away from their Facebook page. The Next Web reports that on the app menu on the left-hand side of the Facebook home page, a new hamburger icon links to local restaurants that deliver (it currently includes just restaurants using Delivery.com or Slice). While the functionality isn’t universally available yet, look for it to expand and give some restaurants first dibs on hungry customers.
What makes for a professional-looking post? Here’s a cheat sheet.
Social media is a must for any foodservice operation – unfortunately, having a professional presence on Facebook, Twitter, Pinterest, LinkedIn, Instagram or other networks requires you to meet different standards for the photos and logos you post. To help, Louise Myers Visual Social Media, which advises companies about using graphics, photos and other images effectively on social media, provided a cheat sheet to help you navigate the requirements of various sites and the recent updates that could alter what you can post. Visit http://louisem.com/2852/social-media-cheat-sheet-sizes for a handy chart you can reference when posting images to a variety of networks.
Be a smooth operator
It’s a new year – take a fresh look at your restaurant’s efficiency. FSR recommends you consider these ideas: What steps does your team have to take from creating the menu to delivering service? If you analyze each step, you’ll uncover processes that are slow, messy or inefficient. Where is technology needed – or not? Too little capacity can stall your growth during peak periods and too much adds unnecessary expense, so ensure you have the right support to ease your biggest pain points. Is your restaurant’s layout as efficient as possible? More space means greater costs so make it count by considering how employees and guests move throughout the restaurant. Are your menu items and promotions easily prepared during peak periods? If not, simplify. Do you have the right staff in place at the right time to increase sales? Remove bottlenecks and roadblocks so the smallest number of people can capably provide the best hospitality.
Moneyball for restaurants
Can you quickly answer questions such as “Who are my best- and worst-performing servers?” or “Why are my ingredient costs rising?” Your competition may be able to. Consider tuning in to software companies like Damian Mogavero’s firm, Avero, which advises 10,000 restaurants in 70 countries about how to use data to maximize performance – much like how statistics were applied to make a winning baseball team in the film Moneyball, Skift reports. The company scrutinizes data that can get lost in a spreadsheet. It consults about such topics as how to identify and stop theft in a restaurant as technology evolves, or for seasonal operators, how weather patterns affect business and how to make the most of the weather they get. Mogavero details the power of analytics in his new book, The Underground Culinary Tour.
How a food trend is born
Do you know how avocado toast, broccoli rabe and kale became hot menu items? The Wall Street Journal and food and beverage consulting firm PadillaCRT analyzed trendy foods’ paths to stardom and found they have qualities in common: It must be approachable and easily understood by a mass audience – something a person could assemble without tracking down special ingredients. It must be seeded with the right group – PadillaCRT’s Jason Stemm said avocado toast took off after it was served to clean-living aficionados at the Wanderlust “Yoga in the City” event in New York in 2012. Finally, the trend must have a means to expand, whether that’s adoption by celebrities, an Instagram-worthy appearance, or a mention on a popular food blog. For the record, Stemm predicts kale sprouts could soon have their moment in the spotlight.
Starbucks commits to hiring refugees, providing healthcare
As the restaurant industry adapts to a new administration, Starbucks has stepped out with an announcement that may make waves: CEO Howard Schultz announced recently that Starbucks has committed to hiring 10,000 refugees over five years and will continue to offer health insurance to employees, whether or not the Affordable Care Act is repealed. QSR magazine reports that Schultz said the company will focus first on hiring those refugees who have served with U.S. troops as interpreters and support staff in countries where the U.S. has needed support. He promised that if the Affordable Care Act is repealed, employees will be able to reclaim their insurance coverage within 30 days of losing it, rather than wait for open enrollment.
Food delivery industry’s bumpy ride
Industry analysts point to food delivery as the big space for growth in 2017. But there’s much to learn from the industry’s growing pains: Take Munchery, the San Francisco startup that cooks and delivers meals to hundreds of thousands of customers in several cities. Bloomberg reports that according to current and former employees, Munchery has had to cut back on premium ingredients like organic chicken and wild salmon to keep budgets in check, and that from September 2014 through July 2016, Munchery’s San Francisco kitchen made more than 653,000 meals that were never sold. While a company spokesperson said overproduction was a given in the food industry, the startup’s challenges reveal difficulty in striking the balance between profits and losses in food delivery.
Tap into the wedding market
Domino’s has found an innovative way to appeal the Millennial consumer base and capitalize on guest loyalty: Pizza lovers who are engaged to be married can now create a wedding registry on the site. Registrants who prefer receiving gifts of pizza instead of the traditional wedding china can register for pizza to be served at wedding festivities like bachelorette parties or offered as a take-away to guests as they depart the wedding reception. Couples can also register for gift cards good for a low-key date night or night off of cooking sometime after their wedding. Registrants can share their wish list with guests on social media, of course.
Walmart finds an organic restaurant partner
In a new sign showing the mainstream appeal of organic food, a Walmart Supercenter near Orlando, Fla. is opening an organic quick-service restaurant, according to Restaurant Hospitality. The restaurant, Grown, is the first quick-service restaurant on the east coast to be certified organic by the U.S.D.A. The restaurant, which was founded last year by the former professional basketball player Ray Allen and his wife, Shannon, serves breakfast, soup, salad, sandwiches, wraps, smoothies and cold-pressed juices. Walmart pursued Grown as a partner to help promote foods local to Florida and connect guests to fresh foods sold in other parts of the store.
Signs of a vendor that protects food safety
Considering a new food vendor? Or trying to decide whether to split from another? Food Safety magazine suggests you analyze a number of factors, such as to what degree they’re innovating. For example, do they have continuous temperature monitoring so that if there’s a problem with your order, they can demonstrate the temperature of the stock at all stages of the journey? Do they anticipate your needs, stay in touch and add unexpected value? Such companies often show their leadership by serving on councils that make it a public service to share their expertise. Your vendors, whether it’s your pest control expert or the account manager of your seafood supply, should make an effort to be on a first-name basis with you and expend extra effort to ensure your needs are met.
The biggest food recalls of 2016
Food recalls surged 22 percent last year as compared to 2015 and two of the main sources were Listeria contamination and undeclared allergens. Major culprits included milk, eggs, peanuts and wheat and a smaller, but still significant, number of recalls were issued for soy and tree nuts. That's according to Food Safety magazine, which tracked food product recalls issued in the U.S. and Canada based on announcements from the U.S. Food and Drug Administration, the U.S.D.A.'s Food Safety and Inspection Service and the Canadian Food Inspection Agency. The recalls stemmed from a variety of causes, including insufficient food production and monitoring processes, failure to maintain facilities and equipment, failure to comply with federal food safety regulations and inability to track ingredients through the supply chain.
Mobile technology driving future of the drive-thru
Technology changes so quickly that it can be hard to know where to invest – but mobile technology seems to be at the foundation of much of it. Take the touchscreens appearing at many drive-thrus nationwide. Restaurant Business reports that in five years, those screens will be passé. It’s more likely that the drive-thrus of the future will be pick-up windows for food that guests order in a variety of ways, according to Rob Grimes of the International Food and Beverage Technology Association, such as via voice-recognition software on site, the restaurant’s website, mobile apps or their car’s GPS system. Some operators are already using mobile apps that connect to their restaurant’s point-of-sale system to order food and set a pick-up time, at which point restaurant staff bring the meal to the person’s car.
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