Tag Archives: Food industry

Tomatoes, Bugs, and Nannochloropsis

Foodie Friday, and today we’re having a think about the food of the future. I don’t think it’s news to anyone who pays the least bit of attention to the world that humankind’s ability to support itself is in peril. CNN said it well:

We’ve gotten ourselves into some trouble. Our dining habits are a big part of the problem. The average American male consumes 100 grams of protein daily — almost double the necessary amount. This overconsumption isn’t sustainable. The United Nations projects food production will need to increase as much as 70% by 2050 to feed an extra 2.5 billion people. To survive, we need to reinvent the way we farm and eat.

Exactly, except that some of that reinvention, while packed with nutrition, is…well…gross. I know that I’m applying my American diet standards here but how would you describe eating bugs or algae? We have plenty of both, both are sustainable sources of protein, and both reduce the impact we’re having on our planet. Cricket anyone (and I don’t mean the game!)? How about a nice plate of nannochloropsis?

There’s a great business lesson in this. To understand it, let’s look at another food that was once anathema to most Americans: the tomato. That’s right. Until the early 1800’s, the tomato was grown purely for decoration in this country because it was considered poisonous. What happened to change its reputation and make it a mainstay of our diet? There are several theories, including one involving Thomas Jefferson’s promotion of dishes using the tomato. I think it has to do with immigration and the fact that European immigrants used the fruit (you know it’s a fruit, right?) in their cooking. Whatever it was, people overcame their fears and began consuming tomatoes en masse.

If I were marketing bugs and slime (OK, it will probably be protein derived from those things made into other food products), I’d do a few things. First, I wouldn’t deny that there might just be a perception problem. No brand can deny its past. I would aggressively try to control the conversation and the message. That means a lot of marketing, especially through influencers and social channels. I’d research the heck out of consumer attitudes on a continual basis and I’d avoid making emotional responses to misperceptions, focusing on the data. Mostly, I’d do everything I could to get the products sampled and I’d use the testimonials along with the overall message that these products are saving the planet by decreasing the need to rely on other protein forms that are inefficient at least and detrimental at worst to the environment.

When I was a kid, the notion of eating raw fish in this country was nonexistent. I’ll bet many of you did just that this past week. There just might be a bug in your future once some smart marketers get to work. What do you think?

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Mistakes Were Made

Foodie Friday, and I’ll bet that a number of you will be going out this weekend. We’ve all had the problem of placing a food or drink order and what you ordered isn’t what you get. It’s really a problem when you’ve ordered delivery. What’s more frustrating than your vegetarian pizza showing up with pepperoni or your steamed dumplings arriving fried?

Mistakes happen. I used to run an online store that fulfilled tens of thousands of orders each year. Mathematically speaking, if we performed perfectly 99.9% of the time, there are still 100 screwed up orders out of every 100,000 (and we did way more orders than that). What I used to ask my folks was to listen to the customer (and put aside their heated and often unpleasant language), apologize for the problem (even if we didn’t cause it), and solve it. Maybe they clicked on a wrong key or maybe our inventory system didn’t react in real time, telling them that something was in stock when it wasn’t. It doesn’t matter. They are customers, and it’s easier to retain a customer than it is to find a new one.

Let’s go back to our delivery example (since today is food-related!). Suppose the cook forgot to pack the drinks ordered with the pizza. How can you catch this before the customer even knows there’s an issue? Make every person in the chain responsible for checking the order. Does it match the ticket? As an aside, I always ask the restaurant to read me back my order when I place it and I’m always surprised when they don’t ask to do that themselves. If the ticket isn’t right, no matter what steps are taken along the way, the order is wrong.

But let’s suppose there is a failure and the food goes out without the sodas. When the customer asks where they are, you have a few options. Send out a second delivery person (if you have one), make a second trip (if you don’t), or empower the delivery person to hit a store near the customer and buy what’s missing. My guess is that this is the fattest, least expensive solution since it minimizes the time to correct the mistake. Another option when the customer calls to complain might be to credit back the missing items as well as some or all of what was delivered. The reality is if they care enough to call you need to care enough to keep them.

Any business is a team effort. No one can think, much less say, it’s not my job to take responsibility for making a customer happy. Whether you’re a food business or not, read back what a customer is asking. Say something if the order is right but something seems off (“oh, you DON’T want chocolate on the pizza, you want chocolate cake!”). Most importantly, be prepared for mistakes. They’re going to happen. The real challenge, beyond preventing them as best you can, is making a customer happy when they occur. How are you doing with that?

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Filed under food, Thinking Aloud

Ghost In The Machine

Foodie Friday and my question for you today is have you ever been to a ghost restaurant? I’d say probably not, because the entire point of a ghost restaurant is that there is no restaurant there. Huh?

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Here is one explanation I read:

A ghost restaurant is a “restaurant” that people can’t actually physically visit. For us, it involves using our existing space, kitchen equipment, and staffing to execute a menu that’s not served in our normal restaurant. Customers place their orders and we deliver.

The key is the different menu. A normal takeout order from someplace would be the same food. Many of the “takeout” places I’ve patronized have a table or three even if the business is focused on preparing orders to go or for delivery. You probably would think of many Chinese or pizza places. Ghosts, however, don’t have to worry about decor or servers per se. Front of house is non-existent. Imagine a sit-down steakhouse that was also delivering pizza out of the same kitchen but not serving it in the restaurant other than as the odd special. Two restaurants, one of which is virtual operating our of one kitchen.

The beauty of this model is that it can overcome bad weather (which might keep people at home and not dining out) as well as maximizing the use of the kitchen, perhaps with the addition of a few more kitchen staff. You can close one restaurant at 9 while continuing to deliver from the other until midnight. Like on-demand grocery delivery, on-demand food service is a growing business and a ghost restaurant opened in an existing place can tap into that demand by formulating a menu that is delivery-friendly even if it doesn’t align with the base restaurant at all. I would never order eggs or a steak or pretty much anything fried because they generally don’t travel well (soggy fried food is gross).

Why do I bring this up and what does it have to do with your business? It’s a great example of out of the box thinking. How can you expand what you’re doing without major capital expenditures? What’s the worst, least efficient part of your business? In this case, while there is a nice margin in serving customers drinks, they tie up tables and require servers. What happens if you keep the customers but eliminate the need to have them linger or be served? A ghost restaurant eliminates the inefficiencies while retaining the base business and it doesn’t compete with it because it’s a different menu. What about your business can be “ghosted”?

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Filed under food, Thinking Aloud