The Secrets to Success for Alexander’s Patisserie | Global Market News
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On a busy Saturday afternoon in Mountain View, California, the road at Alexander’s Patisserie — a pastry store recognized for its precision and innovation — can stretch out the door. Customers eye a show case of delicacies, from black sesame croissants to more than 20 flavors of macarons. It’s straightforward to assume the appeal is within the presentation, however beneath the patisserie’s viral recognition is an genuine story: one of workforce management, craftsmanship and a dedication to steady enchancment.Central to this story is Shuyao Cao, higher referred to as Chef Shu. As the pastry chef behind the Alexander’s menu, she leads with creativity and intention, uniting the business with a collaborative spirit.Related: Want to Work With Influencers? Here’s What Small Business Owners Need to Know.
“I feel like our whole team, everyone has their own talents,” Cao says. “Each one of them is unique, and I take the string from them, and then I put it together. I can’t come up with [the brunch menu] all by myself.”The workforce dynamic is obvious from the second prospects stroll within the door. Whether workers are managing a packed tea service or catching up with regulars, the ambiance is heat and welcoming. David Brungard, vice president of operations for Alexander’s Group Corporate, says Cao’s management has helped make this work setting doable.
“[Chef Shu] earned every single person’s respect, including the dishwasher, because she does everything,” Brungard says. “She cleans the walk-in, makes the croissants, comes up with ideas and walks around to taste stuff. She makes family meals for our employees so that when they come to work, [they don’t have to eat pastries all day].”According to Brungard, Cao’s hands-on management fashion has fostered a office tradition constructed on trust and appreciation: “The level of quality in your life depends a lot on how you feel when you are at work, and [Chef Shu] knows how to make everyone in our team feel valued,” he says.Related: 5 Secrets to Success From a Sustainable Business That’s Grown 95% in 3 YearsOne of the patisserie’s most talked-about menu objects — the well-known flat croissant — wasn’t even for prospects at first. “I wanted to try it because it went viral in my Asian area,” Cao says. “I wanted to taste it myself, so I made one at the patisserie, and the front and the back of the house really enjoyed it. So I said, ‘Let’s put it on the menu.'”
Since then, Cao’s flat croissants have change into a fan favourite, driving visitors in-person and on social media. But trending pastries are solely accountable for a portion of the patisserie’s success. What retains Alexander’s related is its dedication to adaptation by way of buyer suggestions.” We see how customers react and how much we sell every day,” Cao says. “We see how people react on the internet, too. I read every review the customer leaves me, and I mean it. I take opinions, and then I let the whole team taste it. Even [Brungard], when he comes, I pull him.”For Brungard, opinions operate as each priceless suggestions and a celebration of the workforce’s efforts: “When they mention an employee by name in a raving review, it makes me super happy because they deserve the credit,” he says. “I love it when the public recognizes their hard work. And then when they don’t, I take it on. That’s what I’m here for.”Part of Alexander’s endurance comes from considerate sourcing that spares no expense for high quality. “We use chocolate imported from France… the best chocolate in the world,” Cao says. “We make sure we use an AOP butter for our croissant. AOP butter is super expensive, and only one region of France makes it.”
And when specialty ingredients aren’t accessible by way of conventional distributors, Cao will get inventive. “Sometimes I find matcha powder [or] the best sesame paste brand in the supermarket or the Chinese grocery store,” she says. “I can pick out different stuff for myself and then ask my sales guy if he can find me a bulk item.”Related: How This North Carolina Lawn Care Company Earns Customer LoyaltyFrom recipe tasting to fixing kitchen gear, Cao and Brungard run operations like clockwork, however all the time with coronary heart. “Part of our meeting is to talk about new products, reviews, what’s broken in the kitchen,” Brungard says. “How can I fix it? How can I give you what you need to be successful?”This behind-the-scenes help reinforces a company-wide coverage: Take care of the workforce, they usually’ll take care of the visitor.
Ultimately, Alexander’s success comes from the patisserie staying true to its values. Thoughtful management and room for experimentation permit the workforce to chase their passions, leading to a sweeter expertise for the friends. “When you put love into something, it reverberates into the world,” Brungard says.Consider Alexander’s Patisserie’s guiding rules for creating a considerate expertise for each prospects and workers:
Related: She Runs a James Beard Award-Nominated Restaurant. Here’s Her 2-Step Process for Hiring the Best Employees.Listen to the episode beneath to hear immediately from Cao and Brungard, and subscribe to Behind the Review for more from new business homeowners and reviewers each Thursday.
Editorial contributions by Alex Miranda and Kristi LindahlThis article is a component of our ongoing America’s Favorite Mom & Pop Shops™ collection highlighting family-owned and operated companies
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