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Tag Archives: mediocrity

DON’T SETTLE FOR MEDIOCRITY

28 Sunday Feb 2021

Posted by harvestamericacues.com in Uncategorized

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chefs, excellence, mediocrity, restaurants, restaurateurs

It would be difficult to find a more sinister, demoralizing, harmful, or self-destructive word than mediocre.  Mediocre sucks the lifeblood out of an individual or an organization – it is the dark side of the moon, the harbinger of discomfort and pain, and the salt in the wound that saps your energy and leaves you hardened and embarrassed.  Am I over-dramatizing it – maybe, but then again –  maybe not.

When we settle for mediocre we relegate ourselves to a life of not good enough, also ran, and didn’t care enough to make it.  Is this where you want to be?  Look around you – identify the companies, businesses, or individuals whom you admire – you know, the ones that seem to win a lot and fit into that category of “successful”.  Even more important – these are the companies, businesses, or individuals that seem to enjoy what they are all about.  These “successful” players are there due to one very important reason: they never accept mediocrity.  In fact, just the opposite – they constantly seek excellence and always know that as good as they may be – they can always be better.  Mediocrity has no place in their vocabulary.

These are the Ritz Carlton’s of the hotel business, the Tesla’s of electric autos, the Wegman’s of the grocery business, the Apple’s of computer hardware and electronics, the Harvard’s of business schools, and the French Laundry’s of the restaurant industry.  We know them by name, we oftentimes buy their products and services, we read about their success, and we aspire to be like them in some small way.  Look deeply into these businesses and the people who own and operate them and you will see an unrelenting effort towards achieving excellence in design, product quality, efficiency, value, and service.  The culture of these businesses insists on the relentless pursuit of greatness.  The Japanese would refer to them as companies focused on “Kaisen” (a pursuit of constant improvement). 

Now here is the kicker – excellence has very little to do with the price you charge or the type of product or service you provide.  The big misconception is: “You get what you pay for”.  This is an excuse that allows a person or a company to accept being mediocre.  “It’s only a hot dog” – so excellence is not an option: WRONG.  “It’s only a plate of spaghetti” – so excellence is a pipe dream – WRONG.  “It’s only beer” – so why even focus on excellence – people will drink what you pour – WRONG.    “This isn’t the French Laundry” so why even invest the time in plate presentation and cooking it properly – WRONG. 

Take a simple hamburger – the second most popular item on American menus (a close second to pizza).  Ground beef, lettuce, tomato, onion, and a bun – simple right?  Walk through the steps toward excellence:

  • What blend of meat and what fat content make the most flavorful and moist burger?
  • What method of cooking will yield the best opportunity for caramelization and deliciousness?
  • What piece of equipment will be most successful in reaching your goals of deliciousness?
  • Which type of lettuce will provide the freshness, the crunch, the mouth-feel, and the flavor balance with that perfect burger?
  • Which type of tomato will present the most pronounced flavor of fine ripened, deeply refreshing acid/sweet balance on the sandwich and how can we ensure this consistently throughout the year?
  • Which bun sits best in the hand, has the balance of crust and soft interior, toasts well and holds its shape while absorbing the juice from that perfectly cooked burger?
  • What type of onion provides the aroma, sweet bite, and intensity that cuts through the fat of the burger to offer the perfect package of flavor and texture?
  • Should the fries offered on the side be hand cut or frozen?  If hand cut – which potatoes offer the right balance of starch and sugar to brown properly and hold their shape?  What type of fat and what is the best temperature for producing the perfect fry?
  • Should pickles be sliced in coins, sliced lengthwise, cut in wedges, or left whole.  Should we pickle our own or buy them? Should they be sour dills, half dills, bread and butter pickles, or intensely spicy?  What works best in creating excellence?

If you walk through these questions and answer each with excellence in mind it is easy to see how the simple acceptance of mediocrity will never set the stage for success, but an all out assault on mediocre decisions with an over-riding intent to make “the absolute best burger in the history of mankind” can lead a restaurant of any type to be superior and to create loads of  “WOW” experiences for guests.

Create a similar checklist for every product on your menu, regardless of the type of operation or the prices on you charge and you will find a path from mediocrity to excellence. 

Now, here is the bonus: when mediocrity is replaced with excellence then every person who works in an operation feels the power of earned pride.  Excellence will eventually become the norm with everything that they do – on the job and off.  At some point their work stations will be better organized, their uniforms will look a bit more pristine, their knives will be sharper, their attitude toward others will be brighter, and their acceptance of mistakes or slips towards mediocrity (from themselves or others) will not be tolerated.  As the movement towards excellence becomes the standard – everyone and everything will begin to rise up.  At some point excellence will no longer be a destination – it will become a habit and an essential part of a business culture.

When excellence is the standard method of operation for the business then purveyors will work extra hard to make sure you receive the best ingredients, the best potential employees will be knocking on your door for an opportunity to join the team, the regional press will notice and be more inclined to tell your story, and occasional customers will become steady customers and eventually ambassadors to spread the word about a GREAT restaurant (or school, car dealership, shoe store, or insurance agency).

Now this doesn’t happen overnight – it is a process that takes time, but it starts with the small stuff.  It is your job to SWEAT THE SMALL STUFF.  It is your job to make sure the equipment in the kitchen is in good working order, the store rooms are organized, uniform appearance is monitored, the dining room tables are steady, employees are constantly being trained, the dish pit procedures produce spotless china, glassware, and flatware; the windows are clean, the parking lot swept, the signage is maintained, and the bottles on the back bar are dusted with labels facing forward.  All of the details from the mix of beef in your hamburger to the polish on the flatware will lead the operation away from mediocrity and pointed in the direction of excellence.  This can work for the hot dog stand that attracts customers from 20 miles away to the fine dining restaurant picking organic fresh vegetables from their roof top garden.  The formula is the same – it’s all about your interest and commitment to make it happen.

PLAN BETTER – TRAIN HARDER

Eliminate mediocre from your vocabulary

Harvest America Ventures, LLC

Restaurant Consulting

www.harvestamericacues.com  BLOG

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TO THOSE WHO COOK FOR A LIVING – WHEN IS IT EVER OK TO BE MEDIOCRE?

07 Wednesday Mar 2018

Posted by harvestamericacues.com in Uncategorized

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Tags

chefs, cooks, excellence, mediocrity, restaurants

Painted in Waterlogue

I just don’t get it. Those with whom I have worked and enjoyed countless kitchen adventures have lived by the mantra: “Anything worth doing is worth doing well”. This is a philosophy that has lived at the core of success for individuals in numerous careers forever. Whether you work in the kitchen, manufacturing, design, art, retail, education, politics, or even the medical profession – this is a core belief. Why then is there so much mediocrity in each of these professions? I don’t get it.

What is driving me to write of such a topic? It seems like every time that I travel I am stunned by the lack of attention to so many details – especially in the field that I have invested my entire career. Decades ago I wrote a scathing rebuttal to an article offered by Andy Rooney – a television commentator who stated that in Europe it was hard to find a bad restaurant while in America is was just as hard to find a good one. I felt insulted for everyone in our industry and told Mr. Rooney that he was wrong. Now, every time that I travel I find some truth to his observation. Although there are thousands of superb restaurants from coast to coast, talented and passionate chefs, dedicated restaurateurs, and professional service staff willing to go the extra mile – there are still far too many restaurants that show no enthusiasm for food, no obvious talent or skill, a lackluster approach towards cleanliness, uninspired menus, and almost no grasp on the concept of true hospitality. What is even more frustrating is that these same restaurants are often times filled with customers. I don’t get it.

I have always believed in my heart that people want to do great work. There is tremendous value to doing things well, looking in a mirror and saying that “I gave it my best effort.” To this end, we need to ask the question: “Why is mediocrity a common dilemma? We all see it every day and at some level we might even shrug our shoulders and simply say: “That’s just the way it is.” But, is there a reason why excellence does not prevail more often than not? There is plenty of evidence to point to the value derived from excellence – the business succeeds, individual employees feel good about their performance, customers are happy and willing to spread the word, and the brand is more inclined to enjoy a long shelf-life. So, what gives? Here is some food for thought:

[]         SETTING THE TONE

If mediocrity prevails in a restaurant the ultimate responsibility sits on the shoulders of the chef and the manager. Excellence starts at the top where the tone is set, the expectations are defined, and everything is measured on the basis of excellence – EVERYTHING! It is the responsibility of the chef and manager to define excellence, train for it, demonstrate it, and evaluate everyone’s performance based on it.

[]         BELIEIVE IN PEOPLE

Start with a belief that people want to be great, but may not think it is in them. This is always where I start. Sure, I understand that there are some people who seem to be lazy and uncaring by nature – maybe even hell bent on pushing for mediocrity. If this is the case and you have done all that you can to set that tone and train, then you should cut them loose. But, first it is important to look at yourself as a chef and make sure that you have done what you should as a leader. If you believe in people they will often times surprise you.

[]         TRAIN AND EMPOWER

Train Harder! Teach and train to the level of excellence that you desire and then give people a chance to make decisions and control their own fate. If you give them the responsibility for excellence then you must give them some authority to make it happen. Hold their feet to the fire but don’t tie their hands. Responsibility without authority is way too shallow.

[]         BUILD AN ENVIRONMENT OF EXCELLENCE

When excellence is a way of life then achieving it becomes almost automatic. Expect and train for excellence in every area with every task. How prep cooks cut vegetables, how the coolers and storerooms are organized, how uniforms are maintained, how people in your kitchen treat each other, how the dishes are cleaned and stacked, how stations are maintained and how plates are assembled before placing in the pass. Everything leads to an environment where everyone knows that excellence is the rule.

[]         CREATE RESTAURANT EYES

Teach the crew in your kitchen to look for any sign of mediocrity and them own the solution. Dirt in the corner, finger prints on the stainless steel, char-grill grates that are caked with carbon, stored food without labeling, fresh fish that is not properly iced, dull knives, spills on floors, water spots on glasses or chips on plates – train the crew’s eyes to see these failures and correct them. In a house where excellence prevails – everything is everyone’s responsibility.

[]         ALWAYS LOOK AT YOUR WORK THROUGH THE EYES OF THE CUSTOMER

Treat every day as if it is the first time experiencing the product and service of the restaurant. Train service staff to see the entrance, the carpet, the table top, the chairs, the windows and the lighting through the eyes of the guest. Teach your cook’s to view each plate of food as if they were the ones who ordered it and will eventually pay for that dish. There is no excuse for an improperly prepared or presented dish – many eyes and hands touch that plate before it is delivered. There is no excuse for a table that rocks back and forth, a dirty window, or a wine glass with water spots – many eyes and hands touch those components of the guest experience.

[]         RECOGNIZE EXCELLENCE

Show your team what excellence looks and feels like. Be the example as the chef and replicate that as a cook. Expect excellence and never accept anything but excellence. This applies to every type of restaurant and every level of food experience. It applies to that container of Pommes Frites just as much as it would a Wagyu filet. Apply this to every experience, every type of food, every time you put on the uniform – excellence is a habit.

[]         CONSTANT FEEDBACK

A great restaurant (diner or fine dining) is one where feedback is the breakfast of champions. Compliment excellence but at the same time expect it. Critique any sign of mediocrity by demonstrating why it is unacceptable and how to correct it. It is important that those vegetables be uniformly cut, that the grill marks on a steak are symmetrical, that carmelization at the sauté’ station is executed to perfection, that those dishes are squeaky clean, that the hamburger bun is fresh and properly toasted, and the salad greens are crisp and vibrant. It all matters.

[]         CELEBRATE GREATNESS

To be number one with any concept requires that you act like you are number one. Those restaurants that are truly great are filled with cooks, chefs, dishwashers, servers, and managers who believe that what they do is important and that excellence will always prevail. Celebrate this – make every day a nod of approval and an affirmation that mediocrity has no place in the operation. When this happens pride takes over and pride is the fuel that keeps excellence at the forefront.

[]         AS A GUEST – SUPPORT EXCELLENCE AND NEVER REWARD MEDIOCRITY

Mediocrity only continues if there are people who support it with their wallet. Please – don’t support the continuance of mediocrity with your patronage.

PLAN BETTER – TRAIN HARDER

Help to Stamp Out Mediocrity

Harvest America Ventures, LLC

www.harvestamericaventures.com

Restaurant Consulting and Training

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