A Mustache On The Mona Lisa

It’s Foodie Friday, and I want to relate an experience I had the other night while dining out. It got me thinking about some dumb things folks in the food business do and how any of us in business can be smarter than they seem to have been. I went to get a burger at a local bar that serves excellent food.

The Mona Lisa (or La Joconde, La Gioconda).

(Photo credit: Wikipedia)

They grind the burgers themselves out of a combination of several cuts of beef and they cook it nicely. It’s perfectly seasoned and is served on a bun that absorbs the juices without falling apart. I order mine with bacon and a runny fried egg (why not have breakfast with your burger?) but they offer many other options. It’s a work of art: the Mona Lisa of burgers.

When the burger came the other night, I asked the server for some mayo to dress the bun. They used to serve a lovely house-made truffle aioli but the menu has changed and now it’s just mayo. What I got was a handful of packets of mayo. You know – the shelf-stable, room temperature stuff you’d get tossed in your bag at a deli for your take-out sandwich. I was shocked and felt like whoever made the decision to serve their condiments as if we were in a concession line someplace was disrespecting the customer, not to mention their own product. They had put a mustache on the Mona Lisa.

It got me thinking. How could these people compromise the excellence of their product by doing something so silly? Then again, we see plenty of examples of this. Ever notice a water bottle that claims to contain “gluten-free” or “non-GMO” water? It’s another example of a business showing their customers disrespect. You assume we’re too dumb to know that water couldn’t possibly contain those things. I’m sure you’ve seen ads for “hormone-free” chicken. Well, yeah – the law prohibits the use of hormones. It’s fake transparency or worse because it shows a contempt for the customer’s lack of knowledge.

Do I think the bar serving me a packet of mayo is as bad as misleading labeling? No, but both actions come from the same place, one we all need to avoid in business. We need to honor our products and services but first and foremost, we need to honor our customers. I get that this is probably nothing more than a cost-saving measure, but I’m also sure there is mayo in the walk-in and putting a spoonful into a little cup may cost a few cents but is more in line with both the quality of the product and the customer’s expectations. Make sense?

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Filed under Consulting, food, Huh?

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