Category Archives: food

Skills

Something a little different here on Foodie Friday.

Film poster for Napoleon Dynamite - Copyright ...

(Photo credit: Wikipedia)

We’re going to start with a movie which leads us to food which of course leads us to business. Kind of a prix fixe, three-course menu!  The movie even has the name of a pastry in its title: Napoleon Dynamite. I love this film, and in particular I love the sequence in which Napoleon is bemoaning his lack of talent:

Napoleon Dynamite: I don’t even have any good skills.
Pedro: What do you mean?
Napoleon Dynamite: You know, like nunchuku skills, bow hunting skills, computer hacking skills… Girls only want boyfriends who have great skills.

Funny thing is, kitchens only want them as well, Napoleon, and it’s becoming rarer for those skills to make appearances as the nature of our food chain changes.  Outside of the top restaurants in any given city (and maybe not even there), many basic kitchen skills have…well…disappeared.  No, I’m not talking about the ability to chiffonade or brunoise with eye-blinding speed.  Those skills won’t ever be lost.  It’s more the ability to do things such as recognizing various species of fish, knowing how to tell they are fresh, knowing how to skin and fillet them.  Today, cooks order what they want from suppliers and they often come broken down and portioned.

The same can be said about meat.  Cooks know cryovac, not  the different cuts of meat, much less how they are butchered and how they need to be cooked.  Even home cooks can get any ingredient and there are no “seasons” per se, but professionals should understand native ingredients, their seasons and  how they are grown.  All of the above are skills – basic skills in my book – if you want to run a professional kitchen.  Dealing with fresh, unprocessed ingredients recognizing quality, understanding what works with respect to taste and flavor are the underpinnings of the kitchen. Dealing fairly and responsibly with suppliers and  running a business are the underpinning of the enterprise.

It’s not much different in the broader business world.  Any manager will tell you that recruitment and retention of skilled staff is a major challenge. The pressure to retain promising people sometimes means that they’re being promoted too quickly, which means they don’t have the experience to deal with certain critical situations.  Younger staff learn to rely on spell checks and miss contextual spelling errors.  They don’t learn the differences between online writing and formal business writing.  They have difficulty listening in a world that encourages selfies.

Skills will never go out of style, even in a world where the ingredients come pre-portioned.  Those who succeed will be the ones that know how to break down a primal cut – learning grammar and speaking skills in the office sense.  That’s my take.  Yours?

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Executing The Staff

Foodie Friday, and although the title of today’s rant sounds as if it involves improving the bottom line by drastically reducing overhead, nothing could be further from the truth.  Since we’re food-related today, the topic is how restaurants that do daily deals manage to do them well.  If you’re like me you’ve probably had the experience of buying a deal from GroupOn, Living Social, or even Amazon and having a so-so experience.  That might be due to the fact that a great number of restaurants that do these deals regret having done so (about half of them, depending on whose research you believe).  So why do they seem so popular?

Image representing LivingSocial as depicted in...

via CrunchBase

The ability of daily deals to generate new customers remains the primary reason for featuring a daily deal for a majority (53%) of restaurateurs that use them.  Bringing in new customers is one thing; getting them to return is another.  In addition, if all the deal does is bring in existing customers who dine at a discount, the promotion has done very little to grow the business.

So what makes some restaurant deals work while others fail?  GroupOn commissioned a study on that and found:

unsuccessful daily deals promoters struggle with many of these same goals – especially the goal of getting customers to return. The key to using daily deals effectively seems to lie in implementing the right steps before, during, and after to better assure success. To be successful with daily deals, companies need to first-and-foremost prepare their staff for the promotion. This one factor, alone, is the strongest differentiator between successful and unsuccessful daily deals users.

In other words, the staff needs to execute, and what that means is instructive for any type of business.  After all, many of the places using these deals are not busy enough. What business ever thinks it is?  But that leads to chronic understaffing.  For these restaurants making sure that they have enough staff to serve the new customers during the deal is critical.   I mean, would you go back to a crowded place where you couldn’t get a server’s attention?

It’s important as well to have a staff meeting to explain the promotion and set objectives for the deal campaign.  Again, better communication with the team means everyone is aware of the goals.  In addition, it’s a chance to remind them that many of the customers will be visiting the restaurant for the first time and to make a great first impression to keep customers coming back.  They also need training on the mechanics of the deal – how to enter codes, how to track spending, etc.  For the deals to work well, the customer needs to spend beyond what they get in the deal – buying wine that’s not included or maybe a dessert.  Training the staff to upsell those thing s can make a big difference in the margin these deals provide.

All of those things remind us that being successful is a team effort and that an informed team that understands what you’re doing, why you’re doing it, and how success can be determined increases the likelihood that they will execute well.  Deal?

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Ssshhhhh…

Foodie Friday, and this week I want to talk – very quietly – about secrets. You might be familiar with the fact that some restaurants have secret menus. They range from the unofficial like Starbucks (you pretty much have to describe to the barista exactly what you mean by a Red Candy Apple Frappucino) to the official but hidden menus at In-N-Out Burger which puts the hidden menu on its website.  McDonald’s, Chipotle, and pretty much every other chain has off-menu items, as do many top restaurants.

What I find strange isn’t that some customers are “in” while others are left wondering what that was the other table was eating.  No, what I think is really odd are those establishments that are themselves hidden.  These are restaurants – and many of them are very good – that go out of their way to hide.  No sign,  and often an unmarked door so you can’t be sure of the address.  In fact, The Times just reviewed one of these places (so much for keeping THAT secret)  and pointed out the restaurant is in a basement. It is closed four nights out of seven. Its sole offering is a $100 tasting menu that is not posted in advance. Substitutions are not allowed.  Not exactly a prescription for embracing the customer and yet the place got two stars (that’s damn good here in NY, folks) and you know it will be mobbed.

There are hidden places in other cities as well so it’s not just a NY phenomenon.  But it got me wondering why a business would do this.  I get the whole “the first rule of Fight Club is don’t talk about Fight club” mentality.  I know many people like to be in on the secret and know something that someone else doesn’t.  But given that Yelp, Urbanspoon, and other review sites are out there, the odds of keeping the menu and the business itself secret are pretty slim.  I mean there are even websites dedicated to outing these places. Why bother trying?

Maybe it’s the sense of belonging to something even if they’re not really “secret.”  Maybe it’s an incredibly clever form of marketing.  In a time when it seems as if every business is trying to get louder, these are standing out by making no noise at all.  Interesting, right?

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Filed under food, Huh?, Thinking Aloud