Tag Archives: Food

No Strings

It’s Foodie Friday and it’s also the first day of Summer. Actually, it’s felt like July down here in the Carolinas since May, but I digress. In honor of the day, Dairy Queen is giving out coupons for a free soft serve ice cream cone. Yum! What better way to celebrate the new season?

Well, not to be the one to look a gift horse in the mouth, but of course, there are strings attached. You see, in order to get said free cone you need to purchase something else at DQ. Not that I’d generally mind doing so but that little bit of fine print sort of chills my enthusiasm (see what I did there?). Oh yeah, one other thing – in order to get the coupon you need to have installed the DQ app on your phone. I mean, who doesn’t want yet another app tracking you, sending data to who knows where, taking up room on your phone and hitting you up with “big announcements” every hour or so?

My point is a broader one that just beating up on Dairy Queen. I’ve always had an issue with seemingly benevolent marketing or charitable offers that are really self-serving. You know what I mean. How many offers have you seen for “buy this and we’ll make a donation to this worthy cause”? If the cause is so great, why don’t you just make the donation? Then there are those “free” offers that cost you in other ways. Opera, the browser company, offered “free” VPN a couple of years ago. Of course, you had to agree to let them track your usage and share the data with third parties.  Sure, it’s supposedly completely anonymized but if it includes a device identifier of any sort or location data, it’s not hard to merge it with other data.

Gift horses may, in fact, be Trojan Horses too. There are way too many “free” offers that are really scams. We’ve all seen the “free” product that involved paying shipping and handling charges that are detailed in tiny print and quite costly. Then there are the “free” products that require you to hand over a credit card, ostensibly so that if you make any “optional” purchases it’s a seamless transaction or maybe they’ve enrolled you in something that will charge you monthly once your “free” period is up. Illegal? Actually no, if it’s disclosed (you read all the mouse-type every time, don’t you). Shady as hell? You bet.

If you’re going to make free offers or do something nice for your customer, do so without strings. A gift involves altruism. If there is an ulterior motive lying within, it’s not a gift, right?

 

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Finishing In Style

Let’s think, this Foodie Friday, about how dishes are “finished.” No, I don’t mean how you eat every last bit off of your plate. Instead, I mean those last few things you do as a cook when the dish is done but you’re adding what I would call a lagniappe of sorts – a little something extra at the end, almost a gift.

For example. Let’s say you’ve just cooked your guests some perfect steaks. Now you could certainly just let them rest and present them to your hungry diners or you could finish them in style. Maybe you make an herb butter which you allow to melt over the warm steak, adding another layer of richness and flavor. Maybe you provide a container of truffle salt, adding heady umami to the dish.

We’ve all been offered grated cheese to go on our pasta. That’s finishing in style in my book, especially if the cheese offered is correct for the dish itself and not just the same cheese for everyone (and heaven forfend that’s it’s grated ahead of time!).

Finishing in style can be as simple as offering a drop of true balsamic vinegar for aged cheese or even ice cream (don’t knock it until you’ve tried it). What I think it really shows is that the cook is willing to go the extra steps to make a meal memorable.

It’s the same in business. When was the last time you hand-wrote a thank you note to a customer for an order or sent a gift to a new client to welcome them aboard? When I joined my franchising network and finished training, a lovely bonsai tree showed up at my house to congratulate me. Did it make me work any harder? No, but sure showed me that I had exercised great judgment in joining the group that I had. That was finishing in style.

Business today is way too competitive for any of us not to think about the lagniappe – the something extra. How can we finish each transaction – each dish we prepare – in style?

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Who Owns You?

Foodie Friday! I installed a couple of the food-delivery apps on my smartphone this week. Some of my favorite local places use the delivery services to expand their business and I thought having the ability to order in might be a nice option. Of course, that got me thinking about what exactly the restaurants got besides the additional order (at a lower price when you factor in the service’s cut but no service cost). The answer, as it is with almost everything today, should have been data but as it turns out, not so much.

The reality is that the delivery apps hang on to the data. They “own” the customer, not the restaurant, and that’s a problem, or it should be. Restaurants are giving up the direct connection to their customer by not getting that data and they have no way to combine it with their offline, real-world data gathered when I actually show up to eat as well as with the data they might get from a reservation service such as Open Table.

Ownership of the customer is an enormous issue no matter what business you’re in. For example, your car spits out reams of data about your location, your driving habits, and many other things. How many? A report by Consumer Reports said that “There are more than 200 data points in cars today, with at least 140 viable business uses.” Who owns the data and, therefore, the customer? The dealer who sold you the car? The manufacturer? I, of course, think the right answer is that YOU own the data until you give it to someone for a specific purpose.

Think about how many things around you gather data these days. Your TV, refrigerator, heck, even your toothbrush might be collecting information about you and your habits. Who owns you as a customer? I bought my TCL TV through Best Buy. It has Roku built in. Who “owns” me? What’s being shared?

It’s a question you need to ask as a business person when you partner or work with a third party. I think customer ownership is a fundamental issue and it’s only going to become more important. Of course, as a consumer, you ought to be every bit as concerned but we’ve talked about privacy a lot here so not today (84 posts and counting in the last 11 years!).

I really don’t care much about DoorDash or GrubHub. Without the restaurants they serve, I wouldn’t ever install or use them. I’m not their customer in any real sense – they provide a nice service but it’s the food I’m after, right? So why do they think they have a right to own me? Are you asking that question at all? Maybe you should!

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Ghost Kitchens In The Sky

Our subject this Foodie Friday is kitchens, specifically kitchens that service your takeout order. Think about it for a second. You place an order for a meal to go at your favorite dining establishment. In some cases, you go there to pick it up. In many other cases, even years ago, you’d order a pizza or some Chinese food and it would arrive at your front door looking just as it did when you picked it up yourself. You probably didn’t think about if it was actually cooked in the restaurant’s kitchen since it looked and tasted the same as when you ordered at the place. In fact, it almost certainly was cooked by the same hands that were serving the dine-in customers at the same time.

Fast forward to today. With the advent of food delivery services, many more establishments are offering food for delivery. Most sit-down places have experienced a big jump in takeout, so much so that it’s become a significant percentage of their business. I think it also has to do with our general impatience these days. Who can sit still long enough to enjoy a meal cooked to order? So, many places are asking themselves why not set up a kitchen specifically to handle the delivery business rather than expand the restaurant kitchen to handle the additional orders. Ghost kitchens have arrived.

As one article described them, ghost kitchens are delivery-centric cooking spaces without the added hassle of in-person dining that a traditional restaurant brings. Think of them as cooking-focused WeWork spaces. Lower rent, no front of house, no cashiers and no customers tapping their feet waiting for their food are all part of the appeal. As long as the food tastes the same, why would the customer care?

I could write another 1,000 words about ghost kitchens and the pros and cons but the point I want to make today is that they exist because restaurants are rethinking their businesses. If they can grow at better margins and lower costs by doing that rethinking, can’t you? Some pretty big players – Google Ventures among them – are getting involved, and you know it’s just a matter of time before Amazon through Whole Foods starts delivering all those great dishes you can buy at your local store for a take-home or to work meal.

Is it inconceivable to you to share accounting, legal, and other back-office functions with another business that’s non-competitive? A ghost kitchen for your business? How about having your sales staff pick up some lines that complement yours and offer both to customers that might be interested?

If you’re not thinking out of the box, the box might just become a coffin. Instead of a ghost kitchen, it might be a ghost business!

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Consistently Human

It’s Foodie Friday and as we head into Memorial Day weekend here in the US, let’s pause a moment to remember all those who made the ultimate sacrifice so that we can enjoy our meals this weekend.

One of the things I’ve written about with respect to restaurants is the value of consistency. One of the best compliments I can pay to a restaurant is in saying I’ve never had a bad meal there. It’s a reflection on consistency – of the raw materials, of the service and, of course, on how the chef has his team operating in producing the same dish to the same standard. In a weird way, many fast-food places are better at doing that than many restaurants even though the cooking staff tends to be younger and less-trained in culinary arts. Even weirder is the notion that some places have gone to robots to do some of the cooking.

One of my favorite hangouts is a restaurant here in town. The food is consistent even if there is sometimes an overcooked burger or a dish that wasn’t plated with enough care. I like that I can see that people were involved. This is what I wrote three years ago about that:

Business needs to be about people.  When I eat, I want to taste the cook’s soul. I like the imperfections and that my pizza is different from how it will be the next time I order it. I enjoy personal service and the quirks of every individual with whom I deal no matter what the business. We need to be responsive to each customer in a human way. It’s why customer service agents reading from a script are just as bad as automated menu trees in my book. Who doesn’t prefer speaking with an unscripted human?

Many of us in business watch the numbers like a hawk for any changes. We might not pay as close attention to the people who make those numbers happen. If you want to make improvements in your numbers you need to understand human behavior – that of your staff and that of your customers. The numbers are a reflection of that. They don’t just happen.

It isn’t machines or numbers we remember this Memorial Day. It’s people. Let’s stay human out there!

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Shopping At The Farmer’s Market

It’s Foodie Friday and the local farmer’s market opened up here a couple of weeks ago. Of course, the state farmer’s market is open year-round but it’s huge and a 25-minute drive. The one here in town is more intimate, less-crowded, and only 6 minutes away.

I like farmer’s markets for a few reasons. The first is that the quality of food – mostly produce – is generally higher than what you can get from the supermarket. It’s likely it was picked either that morning or the day prior. It certainly didn’t have to travel from Mexico or South America. Most importantly, these markets are inherently seasonal. You don’t get watermelons until late summer (OK, earlier here in the South) and there aren’t red things masquerading as tomatoes in March.

As a cook, the farmer’s market presents both an opportunity and a challenge, one that actually is mirrored in most businesses. The opportunity is to find ingredients that are in peak form, and because they’re plentiful, at a lower cost (that whole supply/demand thing, you know). The challenge is that to take real advantage of the market, you have to be willing to work with what’s available and that can be limiting. You might want to make a peach cobbler for dessert this week but it’s blueberry season now so that’s dessert.

Businesses face the same challenges as cooks. There is a seasonality involved in almost every business and the opportunity in season is to maximize profits. I think there’s a real opportunity outside of your prime season as well. This is when you can experiment with new products or promotions. You can look for niche audiences (what’s available!).

There’s also the challenge that my little market faces each week. It’s 15 miles from a much bigger market. How can it attract high-quality vendors and draw from surrounding communities? Obviously, most businesses face similar issues to distinguish themselves if they’re realistic about the choices consumers have these days. When I was working in TV we worried about the other networks. Broadcasters today have to consider anything with a screen as competitive.

Mostly I like farmer’s markets because they force me to be thoughtful and creative. How can I plan out a menu that’s the best within the limitations of what’s available? You might ask yourself the same thing about your business. Every business has limitations, whether financial, supply chain, or even people. How do you get the best out of what’s available?

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Balsamico And Business

The question, this Foodie Friday, is have you ever had true balsamic vinegar? Not the junk they sell at the supermarket that’s probably made outside of Italy, but true balsamic vinegar that bears a D.O.P. stamp, a European Union certification that guarantees an ingredient’s quality, production, and place of origin. In the case of balsamic, it must be made in Reggio Emilia and Modena, Italy, using traditional methods, and production is overseen from beginning to end by a special certification agency.

I won’t go into detail about the process, but the key takeaway for today is that it takes a long time to make. Like a dozen years or more. Every step of the way, the amount of vinegar in the barrels is reduced as the product concentrates. You need to take the long view of what the business will be if you’re going to start producing this stuff! It requires patience, resilience, capital, commitment, and much more.

The same can be said about a winery. Planting vines, getting them to produce, bottling and aging all take time. You need to think long-term. I think the same sort of thinking is involved when you go to make some dishes. Great barbecue takes a long time. So does a great Bolognese Sauce (even with a pressure cooker – believe me, I’ve tried!).

Whether it’s Balsamico or business, there are no short cuts. Great things take time, generally more than we’d like. As we often see in today’s world, moving fast and breaking things often results in a disaster even as the company expands rapidly. The fall is often as fast as the rise.

Maybe my thinking is more tortoise than hare, but I’m a believer in taking the time to get things right. I play the long game. As with balsamico, you need to commit to the process, as do all the stakeholders. There’s a reason the good vinegar sells for $200 an ounce, and once you’ve experienced it you’ll understand the difference between it and the $16 bottle you get at the supermarket. Greatness takes time, both in the barrel and in business, right?

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