Tag Archives: business

Mirror, Mirror

This Foodie Friday let’s take a good look in the mirror.  What follows is a sad look at some of the deceptive business practices discovered by investigative reporters in two cities.  It might be easy to write them off as some aberrant behavior on the part of a badly-run business except that the investigations found that the practices were widespread.  One can only wonder if rather than being deviant behavior these practices are the norm, and if they’re occurring in your town.  There is a broader business point as well. 

The first of these stories came out of San Diego last summer. You can read the entire article here, which describes how many chefs in the “farm to table” movement are deceiving customers:

Like any good movement, farm-to-table has now been severely co-opted. The stories of restaurants deceiving their customers—or flat-out lying to them—have increased. Multiple San Diego restaurants claim to serve Respected Local, Organic, Sustainable Farm X when in fact they’re serving nameless commodity produce that could be from Chile, for all they know.

Call it farm-to-fable.

So the chefs claim to be using locally-sourced, organic ingredients but are using the same jetted-in, pesticide-laden stuff as your local diner.  One can only wonder how their customers, who pay a premium for these ingredients and to protect their health, felt when they read this.  It is happening in Tampa too, as this piece from the Tampa Bay Times found.  They also explained the rationale behind the deception:

People want “local,” and they’re willing to pay. Local promises food that is fresher and tastes better; it means better food safety; it yields a smaller carbon footprint while preserving genetic diversity; it builds community.

Scummy? You bet.  I’d call it fraud, and one can only hope that each and every place named in these two pieces is out of business shortly.  But as I started today’s screed: we should each look in the mirror.  What are we doing that is at best a bit of hyperbole in our marketing, a little white lie that attracts customers or at worst outright fraud as committed by these restaurants?  What do we tell our customers and is it really what we’re giving them?  Do we use words like “unique” or “hand-made” when our product is neither?

It might be farm-to-fable in the food business but just maybe there is a similar tale being told in yours?

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Filed under food, Huh?

Get Dirty

It’s amazing how much every business depends on technology.  Whether it’s as basic as email or as complex as cross-platform measurement and analysis, it’s hard to find a job that hasn’t been changed over the last two decades by the advent of various technologies.  That’s obvious for those of us who work with technology and technology-related businesses every day.  It’s less obvious for people in non-tech businesses or areas of responsibility such as accounting.

English: This diagram details the layout and w...

(Photo credit: Wikipedia)

One thing I see happening is that we tend to isolate ourselves into our primary areas of responsibility.  We learn, for example, what good marketing entails but we draw the line at understanding the technology that drives much marketing activity.  We might write great content but we have little notion about what’s involved in making that content visible both to humans and to search engines.  It gets worse as you go higher up the food chain.  I’ve known plenty of managers or directors or higher-ups who not only don’t get their hands dirty but don’t wish to understand much of anything involved in the workflow.  They love to see the finished sausage but they refuse to see how it’s made.

We can’t allow specialization to keep us from knowing a little bit about a lot. I’ll give you an example.  I got a frantic call from a client years ago.  Their new website wasn’t showing up in Google and they couldn’t figure out why.  They had used an outside developer who was unreachable (I think avoiding them since they were kind of high maintenance) and wanted to fix the issue.  One look at the homepage code showed that the developer had used a “Noindex” command which tells the search engines to ignore the page.  It’s a common thing done in development and easy to spot if you know about it. I’m certainly no coder but by knowing a little bit about it, I could help.  Problem solved.

We need to know more than just our jobs.  We need to know a little bit of everything.  You have to get your hands dirty in many processes and speak the languages spoken elsewhere in your company – tech, finance, marketing, whatever. Does that make sense?

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Filed under Consulting, Thinking Aloud

Waste Not

Foodie Friday, and the topic this week is a better bottom line. I went out for breakfast this morning. As I ordered, the server asked me if cinnamon toast was OK. I replied that I didn’t care for any toast at all, thanks. When my breakfast showed up a few minutes later, the toast was parked right on the plate along with some apple butter. I’m sure it would have been delicious but it went uneaten.

Toast, toasted

(Photo credit: Wikipedia)

The obvious business point is that food – and therefore margin – was wasted. No business can afford to throw resources away. There are some less obvious points as well. I looked at the check – there was no notation on it to hold the toast, so clearly the blame lies with the server and not with the kitchen. Was the server paying attention? What if the customer had expressed a concern about a food allergy and that concern wasn’t passed along to the kitchen?  While my server was quite attentive, refilling the coffee as it disappeared and providing milk as requested instead of the prepackaged cream, she didn’t handle the single most important part of her job – getting the order right.

I don’t mean to blow what is a relatively minor error into an indictment of this server.  I do want to use it as an example of how minor errors can have an impact on the bottom line if they persist.  Wasted resources, inattentive sales reps, and unhappy customers are the kiss of death in any business.  Who knows how many other orders of toast or grits or potatoes went out of the kitchen, only to come back untouched and tossed.  How often does something similar happen in your business?

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Filed under food, Helpful Hints, Huh?