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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. Prospects eye a show case of delicacies, from black sesame croissants to greater than 20 flavors of macarons. It is simple to imagine the attraction is within the presentation, however beneath the patisserie’s viral recognition is an genuine story: considered one of crew 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 crew, everybody has their very own abilities,” Cao says. “Every considered one of them is exclusive, and I take the string from them, after which I put it collectively. I can not provide you with [the brunch menu] all on my own.”
The crew dynamic is obvious from the second clients stroll within the door. Whether or not workers are managing a packed tea service or catching up with regulars, the ambiance is heat and welcoming. David Brungard, vp of operations for Alexander’s Group Company, says Cao’s management has helped make this work setting attainable.
“[Chef Shu] earned each single individual’s respect, together with the dishwasher, as a result of she does every little thing,” 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 workers in order that after they come to work, [they don’t have to eat pastries all day].”
In response to Brungard, Cao’s hands-on management fashion has fostered a office tradition constructed on belief and appreciation: “The extent of high quality in your life relies upon lots on how you’re feeling if you find yourself at work, and [Chef Shu] is aware of the right way to make everybody in our crew 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 stated, ‘Let’s put it on the menu.'”
Since then, Cao’s flat croissants have grow to be a fan favourite, driving site visitors in-person and on social media. However 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 clients react and the way a lot we promote every single day,” Cao says. “We see how folks react on the web, too. I learn each assessment the client leaves me, and I imply it. I take opinions, after which I let the entire crew style it. Even [Brungard], when he comes, I pull him.”
For Brungard, evaluations perform as each helpful suggestions and a celebration of the crew’s efforts: “After they point out an worker by title in a raving assessment, it makes me tremendous blissful 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 most effective chocolate on this planet,” Cao says. “We make certain we use an AOP butter for our croissant. AOP butter is tremendous costly, and just one area of France makes it.”
And when specialty substances aren’t accessible by way of conventional distributors, Cao will get artistic. “Typically I discover matcha powder [or] the most effective sesame paste model within the grocery store or the Chinese language grocery retailer,” she says. “I can pick 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 might want to achieve success?”
This behind-the-scenes assist reinforces a company-wide coverage: Care for the crew, they usually’ll maintain the visitor.
Finally, Alexander’s success comes from the patisserie staying true to its values. Considerate management and room for experimentation permit the crew to chase their passions, leading to a sweeter expertise for the company. “If you put love into one thing, it reverberates into the world,” Brungard says.
Take into account Alexander’s Patisserie’s guiding rules for making a considerate expertise for each clients and workers:
- Lead from inside. Respect is earned. Set the tone by working alongside the crew and staying hands-on within the operation.
- Innovate with intention. Let curiosity, creativity and buyer suggestions drive your menu modifications, relatively than tendencies alone.
- Suggestions helps you pivot and develop. Learn and focus on each assessment to establish areas for refinement and enchancment.
- High quality begins with sourcing. Whether or not it is imported French butter or the proper sesame paste, sourcing ought to be deliberate and may also help your small business align with its (and clients’) values.
- Tradition is the key ingredient. A welcoming crew interprets right into a optimistic visitor interplay. When your crew feels supported, the whole 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 homeowners 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 Retailers™ collection highlighting family-owned and operated companies
