There is a lot of success that can be gained through the simplicity of consistency. This is especially true in your cafe. I am constantly talking to my team about consistency; consistency in our recipes, consistency in the size of a cake slice, consistency in service levels, consistency in every area of our operations. Think of it like this. When I first started in the café industry with Borders my customers would say things like “your drinks taste better than so and so’s” or “I like it when you are here because you make my drinks right!” This used to be a badge of honor but as I grew and learned more I realized it wasn’t. In fact it was an indictment on our whole operation. When people find what they like they want to be able to get the same thing every time they order it. When they get an inconsistent product they become inconsistent customers.
You see, a great product starts with a great recipe. Once your customers have bought in to that recipe your goal is to be able to deliver the same great product over and over again. There are two challenges here. The first has to do with how we are training and following up with our trainees. So many times we are so eager or in a hurry to get a person in we take shortcuts (and consequently so do they) that leave them under prepared to do the tasks we have assigned them. The second is in the café (and quite frankly in much of the food service and other industries) is that so many people are busy trying to make a name for themselves rather than making a name for the organization that employs them.
Press your team to be consistent, to follow the recipes and stay true to what the organization is doing. This will lead to success for everyone!
Gustare!
David
