Category Archives: Thinking Aloud

Burgers And Dogs

It’s Foodie Friday, and we’re heading into what I hope is a long Fourth Of July weekend for you. At some point, hopefully, your plans include firing up a grill of some sort and cooking some hot dogs and hamburgers. Simple? You bet, but this is a weekend for leisure time and not getting all sweaty in front of a grill. Besides, you never know when your crew will get hungry, and burgers and dogs can be ready in no time. And what meal could be more All-Amercian (even if both foods come to us from German origins)?

It wouldn’t be the screed if we didn’t use the simplicity of burgers and dogs as a jumping off point for some business-related thought, right? As I was musing about that, it came to me that there are, in fact, a lot of possibilities with either of those basic dishes, even if you’re not stuffing your own hot dog casings or grinding your own meat for the burgers (I do the latter; the former is well beyond my patience). Think about the almost endless variations on the hot dog. I used to patronize two very fine establishments who were renowned for their extensive takes on various dogs. You can change up the meat (all beef, beef and pork, etc.), you can change the dressings and roll (compare the classic Chicago dog with a classic Detroit Coney Island, a chili dog and onions), but the thing is still a boring old hot dog (not).

It’s the same with burgers. I have a few different burger books in my cookbook collection, and while the dressings, meats, and buns vary a lot, it’s still some form of ground meat shaped into a patty and grilled. Heck, you can even taste the difference (if you’re brave) between a simple burger from McDonald’s vs. one from Burger King (cooking on a grill vs. a griddle). It doesn’t take much to change the dish.

The business point is this. Even if you’re in a very crowded space, your business can distinguish itself. You do this by becoming a brand – something that is instantly recognizable for the promise to the customer it contains. You can do this through great service, great value, smart marketing, or any other number of ways.  What makes a Chicago Dog unique are the sport peppers, the poppy seed bun, and the celery salt. What makes you unique? How does your vision differ from all the other people in your business area?

Enjoy your Fourth and your cookout. Just remember that even if it’s plain old burgers and dogs, you’re the secret sauce that can make everything unique, both on the grill and in the office.

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Cars For Dummies

I bought a new car yesterday. Mine was going on 10 years old and was beginning to show those little warning signs that it was heading downhill. Advocate for proactive action that I am, I decided that 10 years was a good run and that the car and I should part as friends. I know this will come as a shock to you but today’s post isn’t a screed about how my salesperson mistreated me (he didn’t) or how the paperwork takes forever (well, only about an hour) or how I had to negotiate my butt off to get a fair deal (we agreed on numbers in about 30 seconds – yay for the internet bringing transparency).

What has surprised me instead is how much more complex the car is. The decade has turned our vehicles into rolling computers. The owner’s manual – which comes in a few volumes – is roughly the size of a paperback edition of War And Peace. It should have a “hernia hazard” warning on the cover. The car has radar on all sides so that there is no longer a “blind spot”. I can set the cruise control and the radar in front of the car will keep me at a pre-determined distance from the car in front of me regardless of the speed I’ve set. The car will also hit the brakes if it thinks I’m moving toward an object too quickly – useful for idiots that are texting and driving I suppose, but also in case the car in front of you stops short.

I have the ability to connect via Bluetooth, which I had in my old car, but the functionality is much more advanced. In addition, I can link in via a USB cable and have the car perform dozens of functions through my phone and the car’s software. I can install apps in the car, which has its own ISP address. Of course, that’s assuming I can understand how to use all of this. The media center has its own rather large manual as well. My favorite passage in both manuals so far? A warning not to test the collision avoidance system. I suppose some moron thinks driving at a wall doing 40 to see if it works might be fun.

Why am I bring this up? Cars are very complicated machines and while I’m certainly a long-time user of them (as well as a relatively sophisticated user of digital products) I’m kind of overwhelmed. Part of what we need to remember as we introduce new features to current users or our product to new users is that they need help. Jargon isn’t helpful nor are explanations written by technical writers who are engineers first and consumers second. I would have loved a short pamphlet that showed the “Top Ten Things You Will Want To Do First”, written in plain language, highly illustrated, and backed up by a newcomers’ hotline I could call if I ran into trouble. Expensive to support? Sure, but cars are expensive products. Could the dealer have sat with me and provided that service? You bet. Did they? Nope.

Selling the product is only part of the process. Making sure the customer gets every bit of value out of what you’ve sold them is just as important. I’m off to figure out just what I’ve bought here. At least I knew how to get it home!

 

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The Health Inspector

For our Foodie Friday Fun this week, let’s talk about the grades restaurants receive from the health department. Depending on where you live, you might see an “A” to “F” scale or some number on a 100-point scale. Most jurisdictions require that the establishment display its most recent grade and I, for one, make a point to have a look at it, especially when it’s an unfamiliar place. I don’t know about you, but I won’t eat in a place where the grade drops below 92 or “A”. Better safe than sorry, right?

I looked up the record of a place in which I eat frequently. It’s well-run and I’ve peeked in the kitchen to see if my opinion might change (back of house and front of house are two very different worlds, after all). It too looked well run. Their last 9 inspections confirm this – they run from a low of 96 to a few perfect scores of 100. Does that make the food taste any better? No, but at least I have no qualms about tasting it.

Why do I raise this since most of us aren’t in the restaurant business? Because each of us gets inspected and publicly rated every day. Search for any business and you’ll almost assuredly see several review sites or actual reviews in the search results themselves. I’m not even thinking of influencers here, just normal folk who have some information (if they’ve patronized a business and you haven’t, that’s knowledge) and the ability to share it. I suspect that Amazon’s product reviews are almost as valuable an information source as their purchase data, and Consumer Reports has built a business in doing unbiased reviews for as long as I can remember.

Everyone who interacts with you business is a health inspector of sorts. The National Restaurant Association has some tips on how to prepare for a health inspection and a few just might apply to your business as well:

  • Walk into your establishment from the outside to get an outsider’s impression.
  • Brief your kitchen staff to review any problems post-inspection.
  • Ensure all staff are on the same page.
  • Know your priorities.
  • Train your managers to ensure they are up-to-date on the latest food-safety techniques.
  • Review your local health code.

In other words, approach things from the customer’s perspective, reinforce that need to everyone on the staff, operate as a cohesive unit, listen and respond to customer feedback, stay current and be sure you’re operating under whatever set of rules govern your field of business. Those tips will keep health inspectors of any sort happy, don’t you think?

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