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Robin Garr

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Marsha's Industry Standard: Consistency is Key

by Robin Garr » Wed Jan 25, 2017 11:05 am

Consistency is Key

By Marsha Lynch

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I recently saw a Facebook post directed to the chef of a newish popular restaurant. A patron was enthusing about a meal he’d had at the restaurant the night before. I’m paraphrasing, but the exchange went something like this:

“Hey, Chef, we ate at your place last night, it was wonderful, I didn’t manage to catch a glimpse of you, unfortunately. I wanted to say hello. But I’m sure you were busy; the dining room certainly was!”

“I’m glad you enjoyed yourself,” the chef replied. “Actually, I had taken the night off. My sous chef and the whole team were holding things down for me, though.”

It’s astonishing what a well-trained village of motivated kitchen employees can accomplish in their leader’s absence. But they must be trained to precision, and she has to be an excellent leader.

We students were asked in culinary school one day to speculate as to why McDonald’s is one of the most popular and successful conglomerations of eateries world-wide. Certainly it’s not that their menu is filled with culinary masterpieces. And it can’t be just because it’s affordable; cheap, ready-to-eat food is fairly easy to find in most first- and second-world countries, but that dirty water hot dog cart you love to patronize isn’t pulling down McDonald’s level money.

The answer: consistency. Everyone knows that a Quarter Pounder with Cheese will taste the same whether you’re at the airport in Des Moines on a Tuesday afternoon or at a Mickey Dee’s in Bangkok at 3 a.m. The components and techniques they use to assemble their menu items remain the same all over the globe. Same bun. Same meat patties. Same seasoning. Same exact cooking time. All due to a strict training regimen and an unwavering commitment to product sourcing by management, and an overarching big brother-style rule book that franchisees are absolutely required to adhere to if they wish to remain in the fold. And while I’m sure some would argue that McDonald’s food is garbage, their success is difficult to dismiss out of hand.

Restaurant patrons (and really, customers of almost any business) love consistency. Even if you’ve ordered a different dish on this visit than the last time you dined there, you’ll expect consistency in the level of quality of the food, and - almost as importantly - the style of service.

So let’s imagine that Chef has a doctor’s appointment and his rock star omelet cook is manning the range in his absence.

Any restaurant cook can have a bad service, or even mis-cook a single dish due to distractions, equipment problems or a thousand other factors. But if rock star omelet cook somehow overcooks the omelet on one side, here’s where we separate the great crew members from the merely good ones: a well-trained cook will ask a server to apologize to the guest and beg patience while they begin again. A nonchalant, not-so-invested cook will simply turn the omelet over on the plate, brown side down, and hope for the best. Whereas if chef was there there’s not a prayer you’d slide that plate past them to be served. And while the customer might not send that brown-side-down omelet back to the kitchen, they may reconsider next time someone suggests brunch at that particular place. “Last time we went it wasn’t as good as the other times,” they might say. “Let’s try somewhere else.”

So when you find a restaurant, especially an independent one, which constantly hits on all cylinders, keep it in your regular rotation. Know that the chef and management team there have a strong work and training ethic. While most head chefs work upwards of 65-80 hours per week, they simply can’t be there every moment of every service. Knowing that their crew will execute their menu according to their exacting standards allows them some occasional, rare time off for themselves and their families, and allows you to know you’ll always have a quality experience there. They deserve your support.

Speaking of support, APRON Inc.’s 5th annual Dine Around is coming up Wednesday, February 8th. A portion of the proceeds collected at many independent Metro Area restaurants that day will be donated to APRON to assist in their charitable efforts to help restaurant workers who are in temporary financial distress due to illness or other unforeseeable circumstances. For more information and to keep up with the growing list of participating restaurants, please visit aproninc.org or the “APRON inc. 5th Annual Dine-Around” Facebook event page.

Marsha Lynch has worked at many Louisville independent restaurants including Limestone, Jack Fry’s, Jarfi’s, L&N Wine Bar and Bistro, Café Lou Lou, Marketplace @ Theater Square, Fontleroy’s and Harvest.

Read it on LouisvilleHotBytes:
http://www.louisvillehotbytes.com/consistency-is-key

Read it also in LEO Weekly’s Food & Drink section today:
http://www.leoweekly.com/category/food-drink/
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RonnieD

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Re: Marsha's Industry Standard: Consistency is Key

by RonnieD » Wed Jan 25, 2017 4:02 pm

Marsha, on point as always.

Back in my Gumbo days, when I was doing training for new stores, I tried my best to pound the value of consistency into the heads of my manager-trainees. Our #1 complaint from customers was inconsistency from one store to the next or even one visit to the next depending on the employees working. It is better to be consistently bad than inconsistent. As Marsha said, this is exactly how places like McDonalds and Steak n' Shake pay the bills. Not by being top quality, but by delivering the exact same product every single time. Every time a customer dines out, she/he is taking a risk. They are risking time, money, and a meal. If your establishment can consistently deliver a product, then you are minimizing the customer's risk. Even if that product is of a lower quality, it is superior, in the customer's eyes than rolling the dice on getting an incredible meal this time and a sub-par one the next. People want to bet on a sure thing. Obviously you want to be the place being consistently good, but the most important part of that is the consistency.
Ronnie Dingman.
Head Cook, The Kitchen at Gerstle's Place

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