Tag Archives: Foodie

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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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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Menu Madness

This Foodie Friday I want to talk about labels. It might sound as if we’re creeping dangerously close to politics in this post but my intent is to maintain a business perspective so please don’t get confused.

I started my business career working for a TV trade group, the Television Bureau of Advertising (TvB). I know that one of the great functions any trade group has is to help the membership with best practices as well as with advocacy. That’s why I’m a little confused about something that took place over the last couple of months. While there aren’t any overt fingerprints from a trade group on it, I’d be shocked if one or more of them wasn’t working behind the scenes.

You can read about this in detail here, but there is a provision in the Affordable Care Act that requires chain restaurants to:

  • Disclose, on menus and menu boards, the number of calories in an item as it is usually prepared and offered for sale;
  • Provide written nutrition information and nutrition claim information to consumers upon request;
  • Provide a “prominent, clear, and conspicuous statement” on menus and menu boards about the availability of the written nutrition information; and
  • Provide, on a sign adjacent to each food item, the number of calories in the item or per serving for self-service items and food on display.

Pretty consumer friendly in my opinion. After all, how can transparency and giving customers information about what they’re considering eating be a bad thing? Nevertheless, Congress passed a law as part of a spending bill to prohibit the FDA from using any funds to implement, administer, or enforce the final rule. Do any of you think your favorite Congress-critter woke up one morning and decided to do this on their own? Probably not. I’d guess one or more restaurant trade groups lobbied for this (and probably made a few donations along the way).

Yes, I get that it makes the restaurant chains involved incur expense. But it’s meant to improve consumer health and not to make the business’ lives easier. It reminds me of the papers pushed by the ANA with respect to ad blocking. Those were more about how to preserve ad opportunities and revenues than about fixing the problem that causes ad blocking in the first place.  Putting profits ahead of people – both those that buy from you and those that work for you – rarely is a good idea, at least in my book.  Yours?

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