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On a busy Saturday afternoon in Mountain View, California, the road at Alexander’s Patisserie — a pastry store identified for its precision and innovation — can stretch out the door. Prospects eye a show case of delicacies, from black sesame croissants to greater than 20 flavors of macarons. It is easy to imagine the attraction is within the presentation, however beneath the patisserie’s viral recognition is an genuine story: one in all group management, craftsmanship and a dedication to steady enchancment.
Central to this story is Shuyao Cao, higher referred to as Chef Shu. Because the pastry chef behind the Alexander’s menu, she leads with creativity and intention, uniting the enterprise with a collaborative spirit.
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“I really feel like our complete group, everybody has their very own skills,” Cao says. “Every one in all them is exclusive, and I take the string from them, after which I put it collectively. I am unable to provide you with [the brunch menu] all on my own.”
The group dynamic is clear from the second prospects stroll within the door. Whether or not employees are managing a packed tea service or catching up with regulars, the environment is heat and welcoming. David Brungard, vice chairman of operations for Alexander’s Group Company, says Cao’s management has helped make this work atmosphere doable.
“[Chef Shu] earned each single individual’s respect, together with the dishwasher, as a result of she does every part,” Brungard says. “She cleans the walk-in, makes the croissants, comes up with concepts and walks round to style stuff. She makes household meals for our staff in order that after they come to work, [they don’t have to eat pastries all day].”
In line with Brungard, Cao’s hands-on management model has fostered a office tradition constructed on belief and appreciation: “The extent of high quality in your life relies upon quite a bit on how you are feeling if you end up at work, and [Chef Shu] is aware of the best way to make everybody in our group really feel valued,” he says.
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One of many patisserie’s most talked-about menu objects — the well-known flat croissant — wasn’t even for purchasers at first. “I needed to attempt it as a result of it went viral in my Asian space,” Cao says. “I needed to style it myself, so I made one on the patisserie, and the entrance and the again of the home actually loved it. So I mentioned, ‘Let’s put it on the menu.'”
Since then, Cao’s flat croissants have grow to be a fan favourite, driving visitors in-person and on social media. However trending pastries are solely chargeable for a portion of the patisserie’s success. What retains Alexander’s related is its dedication to adaptation by means of buyer suggestions.
“ We see how prospects react and the way a lot we promote day by day,” Cao says. “We see how individuals react on the web, too. I learn each evaluation the client leaves me, and I imply it. I take opinions, after which I let the entire group style it. Even [Brungard], when he comes, I pull him.”
For Brungard, evaluations operate as each helpful suggestions and a celebration of the group’s efforts: “Once they point out an worker by title in a raving evaluation, it makes me tremendous joyful as a result of they deserve the credit score,” he says. “I like it when the general public acknowledges their onerous work. After which after they do not, I take it on. That is what I am right here for.”
A part of Alexander’s endurance comes from considerate sourcing that spares no expense for high quality. “We use chocolate imported from France… the very best chocolate on the earth,” Cao says. “We make sure that we use an AOP butter for our croissant. AOP butter is tremendous costly, and just one area of France makes it.”
And when specialty elements aren’t accessible by means of conventional distributors, Cao will get inventive. “Typically I discover matcha powder [or] the very best sesame paste model within the grocery store or the Chinese language grocery retailer,” she says. “I can select completely different stuff for myself after which ask my gross sales man if he can discover me a bulk merchandise.”
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From recipe tasting to fixing kitchen gear, Cao and Brungard run operations like clockwork, however at all times with coronary heart. “A part of our assembly is to speak about new merchandise, evaluations, what’s damaged within the kitchen,” Brungard says. “How can I repair it? How can I offer you what you must achieve success?”
This behind-the-scenes assist reinforces a company-wide coverage: Deal with the group, they usually’ll maintain the visitor.
In the end, Alexander’s success comes from the patisserie staying true to its values. Considerate management and room for experimentation permit the group to chase their passions, leading to a sweeter expertise for the visitors. “Whenever you put love into one thing, it reverberates into the world,” Brungard says.
Contemplate Alexander’s Patisserie’s guiding rules for making a considerate expertise for each prospects and employees:
- Lead from inside. Respect is earned. Set the tone by working alongside the group and staying hands-on within the operation.
- Innovate with intention. Let curiosity, creativity and buyer suggestions drive your menu modifications, relatively than traits alone.
- Suggestions helps you pivot and develop. Learn and talk about each evaluation to establish areas for refinement and enchancment.
- High quality begins with sourcing. Whether or not it is imported French butter or the right sesame paste, sourcing needs to be deliberate and will help your online business align with its (and prospects’) values.
- Tradition is the key ingredient. A welcoming group interprets right into a optimistic visitor interplay. When your group feels supported, all the operation succeeds.
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Hearken to the episode under to listen to immediately from Cao and Brungard, and subscribe to Behind the Evaluation for extra from new enterprise house owners and reviewers each Thursday.
Editorial contributions by Alex Miranda and Kristi Lindahl
This text is a part of our ongoing America’s Favourite Mother & Pop Outlets™ sequence highlighting family-owned and operated companies
