Do you know, if your customers are satisfied?

By Salla Arffman, Trainer

How many times have you skipped a restaurant after hearing that the food they serve is not that excellent, the portions are too small, or the customer service poor? There you have it. They say that all publicity is good publicity, but in foodservice business it can be difficult to get rid of bad reputation and it can have a significant effect on your customer count.

As you know, If you’ve had a good experience you mention it to a few others, but bad experiences are spread much further as you talk about them at workplace and with friends. But how to get this information to the service provider?

How often do you give negative feedback directly to the service provider? Surely there are exceptions, but I personally belong to that group who actually lie straightforwardly to the waiter when asked ”How is your meal?”, even if half of the plate would be left untouched. And I don’t believe I’m the only one doing this.

Why should you collect customer feedback?

If the customers are coming in in a steady pace and you receive negative feedback a couple of times per month, then do you need to collect customer feedback separately? Yes, you do!

By collecting customer feedback systematically you will know about individual failures but also about successes. When giving feedback is made easy for the customer, they will be more likely to give positive feedback, as well. If the feedback process is complicated you are prone to getting feedback only from the customers who have had an especially bad experience.

A customer feedback survey enables you to emphasize the issues that are important to your business. If the aim is to develop the menu, you can ask in your survey what types of food the customers would like to see on the menu. If again you are aiming to improve customer satisfaction, you can ask questions on that issue particularly.

Collecting customer feedback and especially reacting on it is an excellent marketing tool which is worth to be utilized. The customers appreciate if their opinions are taken into consideration and these stories are told forward at the coffee breaks, as well.

5 rules for collecting customer feedback

  1. Make giving customer feedback as easy as possible for your customers. For many of us it is difficult to give negative feedback face-to-face, so you should be able to give feedback in writing and anonymously. The time has passed by the carton feedback boxes and many businesses are moving on to electronic customer feedback applications. You can give feedback through applications designed for this purpose for example with your smartphone, and the service provider will easily get reports on the feedback for analysis.
  2. Keep the survey simple, design the questions carefully and ask the right questions. How many of us has left a customer feedback survey unfinished because there have been too many questions? How many of us has been annoyed because the survey has not been consistent and it has included several questions meaning the same thing? You need to design the questions so, that the customers will find it easy to give answers and that they won’t enable ambiguous answers. Always ask one thing at a time. A good rule of thumb is not to ask about things on which you are not going to do anything or on which you cannot do anything.
  3. Engage your customers into answering the survey. The survey is not of much use, if only 2 % of your customers answer to it. The more you get feedback and the more versatile your survey is, the more useful it is. In many feedback surveys the customers are lured into answering with the help of a small prize, for example a sweepstake. On the other hand, if the customer feedback survey is marketed in the right way (for example: ”Suggest a new plate for the menu, 5 of the most popular ones will be added to the menu”) you shouldn’t be lacking answers.
  4. Make the survey visually good looking. Do not forget that customer feedback surveys are one of the most visual parts of customer communication and for this reason the survey should be in line with the visual appearance of the organization. If the questionnaire is dull and old-fashioned, this is what you will be communicating of your business, as well.
  5. React on the feedback as promptly as possible. What could be more annoying than getting a lame answer saying ”we’re sorry” to a feedback given over a month ago. You need to analyze the feedback and answer promptly to those who have left their contact information, and use the information for developing your operation. Always aim at turning a customer’s negative experience into a positive one by using a refund, for example. Promote the actions you have taken based on the feedback, for example bring it up on the menu if some plate has been included after a customer request.

JAMIX MENU Customer Feedback Service

JAMIX Kitchen Intelligence System includes an additional feature for collecting customer feedback. The feedback is linked to the menus in JAMIX MENU service so the customer’s feedback is targeted at a specific menu in in the program. The customer can give feedback on a whole meal (for example ”Really friendly customer service at lunch time!”) or a part of meal (”Macaroni and cheese was especially good today!”). The customers can give feedback with their own smartphones, for example.

You can design and create as many questions as you need to have. Question type options include stars, smileys and text. The customers can add pictures on the feedback, as well. Reports on feedback can be found in JAMIX Kitchen Intelligence System.

Contact us for more information on JAMIX MENU Customer Feedback Service: [email protected]

“Feedback is the breakfast of champions”

by Ron DeSantis

Volume 1 Issue 6
November 2018

CulinaryNXT
200 Totoket Rd
Branford, CT 06405
203-415-9190

www.culinarynxt.com

Come On, Already!

October was jam packed. I started the month with on a CIA Consulting Team project of chefs implementing a fantastic food program for the US Air Force. During that project, my colleague Victor Gielisse, CMC shared this with me:

Four Kinds of People.

  1. Those who make things happen.
  2. Those who watch things happen.
  3. Those who wonder what happened.
  4. Those who don’t know that anything happened.

This statement is attributed to Mary Kay Ash, founder of Mary Kay Cosmetics. Mary Kay is known to have said that she wanted to be first on that list. Mary Kay certainly knew what it takes to make things happen!

Cheers!

Master Chef Insights

Customer Feedback

Dr. Tim Ryan, CMC, President, The Culinary Institute of America (CIA) would say, “feedback is the breakfast of champions.” He believes the journey toward excellence is supported by accepting specific feedback and then taking action to improve. The culture of excellence at the CIA was enhanced by leadership role modeling and through training programs for faculty, staff, and management.

Listening to feedback isn’t always easy. Our first inclination is defensive. Criticism is hard to hear. Feedback isn’t always clear and specific, and it can be interpreted as personal. The key is to listen attentively or read thoroughly and find the reason for the feedback. Once you know the cause, you can do something about it.

Technology is a great tool to allow customers to provide instant feedback. Yale Dining has an app for student dining that allows students to provide feedback instantly. That app, called Fast Track, captures the feedback so that managers can take corrective action or improvement steps in real time. Harvard Dining Services provides students with a number to text feedback, once again providing instant feedback. Uber Eats sends a request for feedback as soon as food is delivered, airlines send a survey after each flight, and there are countless other examples of requests for feedback. The best organizations accept the feedback and develop processes and training to improve. Additionally, kitchen management software (see Jamix below) allows customers to use integrated technology to give immediate feedback.

Culinary & more…

Scratch Cooking

Chefs are hardworking people. One of the things I witness in the culinary field is the insistence to make everything from scratch. I’ve been there and in many fine dining eateries chefs cook from scratch daily. There are thousands of other operations that would benefit from sourcing ingredients ready to use.

Ready-to-Use ingredients come from manufacturing kitchens that prepare foods under the watchful eyes of highly skilled chefs. In the past I had the opportunity to work with the innovation team at Hormel Foods during the development of Fire-braised meats. The quality and flavor of fire-braised meats will meet the exacting standards of chefs. The benefits of RTU ingredients are consistent quality and flavor, labor saving, cost control, and just-in-time inventory. The variety of prepared foods is not limited to meats. Sauces, salsas, vegetables, soups, pastas, beans (think cans) are available in RTU format.

Other companies with professionally prepared foods for foodservice use are, Bonewerks Culinarte, and Cuisine Solutions. I’m familiar with quality and flavor of foods from these companies and believe they would be of benefit to many operations.

www.hormelfoodservice.com

www.bonewerksculinarte.com

www.cuisinesolutions.com

Vegan Meats

Plant-based meats are delicious. The quality of plant-based meats is at the highest level ever. The flavor and texture are satisfying, and they are easy to prepare. Practically everyday another article is written about plant-based meat options. Full disclosure is that I work with a plant-based meat company called Hungry Planet. The taste of Hungry Planet plant-based meats and the range of their portfolio convinced me that Hungry Planet is truly committed to high quality food.

They are not just for vegans or vegetarians. Plant-based meats are a delicious option, and they deliver taste and texture. Now for the biggest culinary tip regarding cooking plantbased meats – don’t overcook! Just like traditional meats, plant-based meats are not good when overcooked. This is the most important aspect when working with plant-based (and traditional) meats.

Here’s a link worth looking at: www.menusofchange.org

The CIA’s Menus of Change (3rd CIA reference in this newsletter….!) has colleges & universities engaged in the “Protein Flip”. This initiative is a menu develop process that replaces an animal protein with plant-based ingredients.

Here are some delicious foods prepared with plant-based meats:

Sausage, Egg & Cheese Breakfast Sandwich

Hungry Planet Italian Sausage™ patty topped with vegan egg, melted vegan gouda, red-eye coffee sauce and scallions on English muffin

Philly Beef & Egg Breakfast Sandwich

Hungry Planet Beef™ with caramelized onions, scrambled vegan egg, vegan cheddar on English muffin

Pesto Chicken Panino

Hungry Planet Chicken™ patty with vegan lemon-mayo, roasted peppers, basil-pecan pesto on ciabatta

Pork Banh Mi

Spicy Hungry Planet Pork™ with pickled vegetables, cilantro, and sweet garlic drizzle on soft baguette

Chipotle Chicken and Portobello “Bacon” Panino

Hungry Planet Chicken™ patty with chipotle mayo, portobello “bacon”, cheddar, tomato, and arugula on sourdough

Hungry Planet Chicken™ ALT (avocado, lettuce, tomato)

Hungry Planet Chicken™ patty with vegan lemon-mayo, fresh avocado, lettuce, tomato, on toasted Italian bread

Spanish Chorizo & Potato Torta

Layered potato and Hungry Planet Chorizo™ with caramelized onions and smoked paprika slowly baked, topped with gazpacho vinaigrette

Colombian Bocadillo with Hungry Planet Chorizo™ & Egg

Scrambled Hungry Planet Chorizo™ and vegan egg with cheddar on toasted baguette

Shawarma & Za’atar Roasted Cauliflower in Pita

Hungry Planet Chicken™ shawarma with za’atar cauliflower, cucumber, tomato, and tahini in pita

Chicken Tikka Masala Bowl with Basmati Rice and Pickled Vegetables

Hungry Planet Chicken™ tikka masala over fluffy basmati rice in a bowl with house-made pickles and cilantro

Books & Links

Jamix on Innovations with Ed Begley, Jr.

Jamix Kitchen Management Systems is a state-of-the-art comprehensive management software from Finland. Jamix has been providing solutions to thousands of foodservice operations world-wide and is now offered in the US. On Saturday, October 27th Jamix was a featured segment on Innovations with Ed Begley, Jr on Fox Business channel.

It was an opportunity to demonstrate the impact that Jamix has on foodservice operations. Hit the link below to see the October 27, 2018.

Innovations is an award-winning television series hosted by actor, director and environmentalist, Ed Begley Jr., and is dedicated to bringing viewers the most up-to-date, cutting edge information across a vast array of industries. From health and wellness to global business, renewable energy, and more, Innovations features practical solutions and important issues facing consumers and professionals alike.

innovationstelevision.com

www.jamix.com

The Truth About Food

“The Truth About Food” is the title of a new book by David Katz, MD. The title alone says, “read me”. The fact that I know David and have had the privilege of hearing him talk about food (publicly and privately) makes me recommend reading his new book. I just got the Kindle app, downloaded a “sample” copy, started reading as far as the sample permitted, but can’t figure out how to buy the eversion. In any regard, the writing is classic David and it is immediately engaging, witty, and factual.

Here are a handful of testimonials:

“You’ve got a terrific book in front of you, written by a doctor who is woke, devoted, caring, and deeply concerned not only about what and how we eat but the impact it has on ourselves, our environment, other living beings, and the planet in general.

– Mark Bittman

Dr. David L. Katz helps insulate us from the next food fad by making sure we are armed with the truth, and nothing but the truth. Facts do matter, and The Truth About Food is full of them. The Truth about Food should have a home in everyone’s kitchen.”

– Sanjay Gupta MD

“Sometimes, even I have nutrition questions; and when I do, I take them to Dr. David L. Katz. Read this book- and you will see why!”

– Joy Bauer, MS, RDN

And if that’s not enough, take a look at this recommended recipe:

Chocolate Lava Cake Cuisinicity.com

podcast – REPOST

In case you missed this last month……..

I’ve been waiting weeks to be able to share this information. Over the past several months I’ve been interviewing people that love everything about food for a new podcast series from Hormel Foods. Here is a link for Hormel Foods Our Food Journey™ Podcast www.hormelfoods.com

I’m honored to launch the series with a great colleague, Ethan Watters, conducting my conversation. The range of interviews includes, Evan Inada from Columbus Craft Meats talking about everything salumi; Chef Christina Machamer winner Hell’s Kitchen; CIA Certified Master Chef Adam Busby; Chopped finalist Chef Kenneth Temple; and a compelling discussion with Nom Wah Tea Parlor owner Wilson Tang. Please join the journey.

CulinaryNXT is a food service advisory practice drawing on Ron DeSantis’ 30 years of experience in all facets of the food industry. Ron is one of only 68 Certified Master Chefs worldwide and has advised organizations of all sizes and types. His strengths include culinary innovation, menu and recipe development, culinary assessment, bottom-line results, and communication skills that allow him to implement solutions  effectively.

CulinaryNXT’s base is in New Haven, but its reach is truly global. CulinaryNXT’s relationships extend to numerous countries around the world in a client and alliance network that has been built over many years. These relationships provide both global support and local knowledge.


JAMIX Kitchen Intelligence System is a comprehensive restaurant software including an integrated Customer Feedback Service linked to your menu.