food & beverage to go_march_2012
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Monthly magazine, showcasing New Zealand food to go industryTRANSCRIPT
March 2012Volume 5, Issue 3 Quality
on the rise
Page 6
Are you prepared for Easter?
When consumers recognise quality,
they're prepared to pay the price
Hop to itPage
A n t i p o d e s _ P o p S c i e n c . p d f P a g e 1 1 7 / 3 / 1 0 , 1 1 : 1 6 A M
FBT I March 2012 1
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ContentsIssue 3
www.foodandbeveragetoday.co.nz
a Mediaweb magazine
2 UpdateMuffin Break baristas battle it out; NZSkillsConnect launch young chefs competition; McDonald’s goes on a health kick; Kiwis squeeze quality aperitif; and Doritos and Pepsi Max join forces.
4 New cheese champsDutch cheesemakers came out on top at the recent Cuisine 2012 NZ Champions of Cheese, with Gouda and Edam scoring the top two awards.
5 Hop to itEaster is nearly here so FBT went on an early chocolate hunt to find out what customers are looking for this season.
6 Quality on the riseConsumers are demanding quality baking and they’re more willing to pay for it than you might think.
9 Providing good customer serviceChris Elphick shares his tips on how to keep your customers happy.
11 The Fairtrade differenceFairtrade provides a better life for more than half a million small-hold coffee farmers one sip at a time.
13 Say cheese…New Zealand’s finest cheese producers came together for the Monteith’s Cheesefest held at The Langham in Auckland recently.
A n t i p o d e s _ P o p S c i e n c . p d f P a g e 1 1 7 / 3 / 1 0 , 1 1 : 1 6 A M
Rise upWelcome to another new and improved edition of FBT with myself, Hayley Barnett, in the driver’s seat. You will notice a few changes to the news section with some added tidbits so we can provide you with more info on industry happenings around the country, as well as a new events section at the back, which this time has been dominated by the 2012 Monteith’s Cheesefest.Right now feels like a great time to be sinking my teeth into the Kiwi food and beverage industry. In my first month, I’ve managed to meet the big cheeses of New Zealand’s best cheese operators, and I’ve also met some amazing people doing amazing things in the baking sector for our baking feature, which is this year combined with the Easter feature.Easter is one of my favourite times of year so it was great to be able to get out and see how Kiwis are raising the bar with a big focus on quality products and ingredients. Speaking of Easter, and of quality, Whittaker’s recently introduced a variety of new flavours to their mini slabs range. To celebrate, we have a few packs to give away. To enter, visit www.foodandbeveragetoday.co.nz
2 FBT I March 2012
Would you like salad with that?McDonald’s customers now have the option of choosing salad instead of fries with all combo meals, at no extra cost in an attempt to offer healthier menu options.
McDonald’s New Zealand managing director Patrick Wilson said McDonald’s is making it easier for customers to enjoy a fresh serve of vegetables.
“In 2004, we broke new ground in the fast food sector by offering salads on our menu and since then we’ve sold over 2 million serves, making us one of New Zealand’s largest salad retailers, which is pretty phenomenal,” said Wilson. “Last year
alone we ordered close to 1.5 million kg of lettuce, which we used in our burgers, wraps and salads, and we expect that figure to increase with this new ‘salad instead of fries’ option. This will no doubt be welcome news for our Kiwi suppliers.
McDonald’s lettuce supplier Jayant Master from Master and Sons of Bombay said the ‘salad instead of fries’ option means an opportunity for growth for his business and for other Kiwi growers.
The replacement salad option is a garden salad containing fresh lettuce, cucumber, red onion and tomato.
It will be a Trans-Tasman battle this April when Muffin Break sends 30 of its best Kiwi baristas over the ditch to compete in the annual Muffin Break Barista competition.
The competition is aimed at recognising quality and excellence in coffee preparation and service and rewarding the best Muffin Break baristas on both sides of the Tasman.
Muffin Break general manager Garry Croft said winning the competition is an early indicator of future success for the competing baristas.
“Many former champions have gone on to win the New Zealand Barista Championship and place highly in the World Barista Championship representing their country,” said Croft.
On competition day, entrants will each have six minutes to prepare an espresso, cappuccino, latte and a signature coffee, all under the watchful eye of expert judges.
But competitors will be judged on more than just how their finished coffee looks and tastes. The judging criterion also includes preparation of their machinery and workstation, the technical skills of a barista, the sensory evaluation of coffee and their knowledge of the popular brew.
In addition, their passion for customer service will also contribute to their final score, which will be determined by the event judges, including Master Roaster and Foodco Coffee Guru, Fred Vains.
A total of 36 baristas from Muffin Break stores throughout New Zealand will compete for the chance to travel to the finals and attempt to knock the
Australian baristas from their perch.Croft said the championships give
the highly-trained baristas the chance to hone their skills and showcase their talent not only to each other, but to people who are highly regarded in the coffee industry.
“Plus, it proves that we are just as passionate about serving great coffee as we are about producing mouth-watering muffins. It really is about the whole package for us and giving customers a great experience time and time again,” he said.
The Muffin Break Barista Champion will travel to the Bean Alliance in Melbourne for the final. They will also receive an iPad, a coffee machine and grinder for home as well as a $1000 Visa Gift Card.
The 2012 Champion will be invited to participate in the Melbourne International Coffee Expo (all expenses paid).
➤ www.muffinbreak.co.nz
battle it outMuffin Break baristas
Career portal NZSkillsConnect is holding a competition for Year 12 and 13 cookery students looking to become stars of the Kiwi hospitality industry.
The Ultimate Work Experience will give students the opportunity to go backstage for two days to see what it is like to work for several high-profile Auckland hospitality businesses, and will also see them rolling up their sleeves to help.
The prize starts with return flights to Auckland, staying at the new 4.5 star Sudima Auckland Airport Hotel, where the students will go on a guided front-of-house tour. Career advisors and recruitment company Martarni Associates will talk to the students about their career aspirations and give them some pointers on how to go about achieving their goals.
The following day is action-packed, starting with breakfast at The Depot, chef, author and TV personality Al Brown’s new restaurant in Federal Street. Chef Kyle Street will take them from there to visit the Auckland wholesale produce markets, to see where many of The Depot and other restaurants source the fresh ingredients for their menus.
Then it’s across town to SKYCITY, where executive chef conferencing Phil Doyle will give them an overview of the catering demands he and his team deal with every day, feeding the many customers in SKYCITY’s restaurants and convention centre.
From there, it is over to Yael Shochat, the owner and chef of restaurant Ima Cuisine, serving Israeli Mediterranean fare, who will show them around her kitchen, and talk about how great food can lift customers’ spirits.
Then it is time to go back to the hotel, where the students will be on kitchen duty, helping to cook that evening’s dinner. Sudima Auckland Airport Hotel general manager Les Morgan and the hotel’s head chef will be among the guests served that dinner in the Visaya Restaurant.
Students keen to win this prize have to do some homework; answering some questions and writing a short essay on why they think they should win. Entries are open now on-line at www.nzskillsconnect.co.nz/competitions/ultimate-work-experience-cookery; and the winners announced on March 22. Stories and videos about their Ultimate Work Experience will be on-line in late March.
Attention young wannabe chefs
The 2011 NZ winner Nelson Veerasingam from Muffin Break Milford
Update
FBT I March 2012 3
Kiwi lemon aperitif F.A.Q. Lemon left a mesmerising sour taste with the judges at this year’s World Beverage Competition held in the USA.It was recently awarded a Silver Medal in the Liqueurs and Aperitifs Category in the largest competition for beverages in the world, with over 20,000 entries this year alone. F.A.Q. Lemon is produced in Russell by Sightwise Ltd, a locally owned and operated company, and was the only non-US aperitif to win an award this year. After more than three years of developing the aperitif, designing the contemporary labels and packaging, Eva and Fabian Kammerer of
Sightwise Ltd said they are over the moon that their hard work has paid off in the form of an international award of such magnitude. Especially since all this work was done ‘in-house’ by themselves.“I think some outlets who showed interest to stock F.A.Q. Lemon initially were unsure whether it would sell, as it is so different to anything else on the market. The award will help to reassure them to stock F.A.Q. Lemon,” said Fabian.
Kiwis squeeze quality aperitif
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Doritos and Pepsi Max have joined forces to create a fire and ice combo designed to test the endurance of even the most tolerable taste buds. Doritos has opened fire with a new ‘Burn’ range, a fiery chilli seasoning, which can be tamed with the new Pepsi Max ‘Ceasefire Lime’ recovery, a combination designed to shock and sooth.The limited edition flavours have been designed by Doritos and Pepsi Max to work together, and it’s the first time that Pepsi Max has created a new flavour in New Zealand. The union of flavours will only be together for a limited time.
Fire and iceThe new Pepsi Max Ceasefire
Doritos’ new Burn flavour
F.A.Q. Lemon
Update
4 FBT I March 2012
The country’s top Dutch cheesemakers stole a large slice of the limelight at this year’s Cuisine NZ Champions of Cheese Awards recently, with Gouda and Edam varieties taking out the top two awards.
Meyer Vintage Gouda, produced by Meyer Gouda Cheese, won the Yealands Estate Champion of Champions Award for large cheesemakers, and Very Old Edam from Mahoe Farmhouse Cheese took out the Cuisine Champion Artisan Award for smaller producers.
More than 400 cheeses were entered in this year’s competition, with the winners announced at a gala dinner and awards ceremony at The Langham in Auckland.
The judging was led for the fourth year running by Russell Smith. He noted New Zealand’s Dutch style cheeses as one of the stand outs in the specialty cheese industry.
“The calibre of New Zealand’s Dutch style cheeses is always high which can make them a challenge to judge,” said Smith. “The Mahoe Farmhouse Very Old Edam and Meyer Vintage Gouda were clear winners for all the judges, illustrating the extraordinary talent of these young second generation cheesemakers.”
Kerikeri-based Mahoe Farmhouse Cheese cheesemaker Jacob Rosevear was also awarded the NZ Cheese School Champion Cheesemaker of the Year award at just 33 years of age.
“This was a stand-out winner and a prime example of a beautifully crafted Dutch cheese,” said Smith. “The intense tropical fruit flavour and the lingering, clean aftertaste combine with the light crunchy crystals to create an absolute taste delight.”
Hamilton-based Meyer Gouda Cheese focuses solely on producing Gouda cheeses. Miel Meyer is head cheesemaker at Meyer Gouda Cheese and was crowned Champion Cheesemaker of the Year at last year’s awards. The Meyer business produces around 60 tonnes of Gouda annually.
“Meyer’s Vintage Gouda is another example of a high quality Gouda which has been superbly crafted with subtle fruit-driven flavours and savoury overtones, making it a stunning example of a Dutch style cheese,” added Smith.
A number of the 2011 award-winning cheeses took out category trophies for the second year running. Last year’s Champion of Champions Award winner, Kapiti Kikorangi confirmed its place as one of New Zealand’s best loved cheeses by winning the New World Champion Favourite Cheese Award.
“This year, we invited our customers to vote for their favourite cheese and the Kapiti Kikorangi came out on top,” said Foodstuffs Auckland senior marketing coordinator Sarah McClennan. “Four out of the top 10 People’s Choice cheeses were blue varietals, stamping it a firm favourite style for Kiwi consumers.”
Whitestone Vintage Blue and Cheddar produced by Fonterra Edendale were winners at the awards for the second year in a row named Ecolab Champion Blue Cheese and GEON Champion Cheddar Cheese respectively.
Whitestone Cheese also scooped the top award for packaging for the second year running.
It recently launched a new range of packaging across its entire range. The new packaging, which hit shelves five months ago, features a clear top sheet with each cheese clearly identifiable with the source of origin and cheese name noted in a modern design. It also represents innovation in its pack design which hasn’t been seen in a New Zealand cheese pack before.
Dutch style cheese crowned new champs
Yealands Estate Champion of Champions winner Miel Meyer (Meyer Gouda Cheese)
Sue Arthur (NZ Cheese School); NZ Cheese School Champion Cheesemaker winner Jacob Rosevear (Mahoe Farmhouse Cheese); and Niel Willman (NZ Cheese School)
Cuisine Champion Artisan Cheese winners Bob Rosevear and Jacob Rosevear (Mahoe Farmhouse Cheese)
Hop to itWith Easter just around the corner, bakers and chocolatiers are preparing for another big chocolate showdown.
Kiwi chocolate and baking experts said this Easter season’s biggest trends are chocolate hot cross buns, chocolate bunnies and the ever-growing cupcake craze.
Devonport Chocolates owner Caroline Everitt said they’re struggling to keep up with production of their bunnies, but it’s the cupcakes that are coming out on top once again.
“Every year Easter is bigger for us and this year more and more people are asking for bigger bunnies,” said Everitt. “Cupcakes are always very popular. People want the icing curl and an egg on top. Cupcakes are relatively easy to make and they can look very impressive if you’ve got the right nozzles.”
Baking Industry Association NZ vice president Michael Gray said the best way to stand out this Easter is to do something different with a traditional item, like the hot cross bun.
“We’re seeing more demand out there for the chocolate hot cross bun which is more child friendly,” said Gray. “Bakers tend to stick to those traditional recipes they’ve always had but if they want to be noticed for having good buns they need to be prepared to do something different.”
He added that if you want to stick to traditional baking there are always better ways of doing the same old hot cross bun.
“A lot of people now want to see a good quality, spicy, full of fruit bun away from what the supermarkets are doing – something that is a little more wholesome,” said Gray. “They want to be able to visually see the fruit, and supermarkets aren’t catering to that.”
Easter
Ingredients:
Bun
1 ½ cups warm milk
2 x 8g sachets of dried yeast
Pinch of salt
5 cups plain flour
2 tbs sugar
1 tsp cinnamon
1tbs cocoa
60g butter
1 egg
1 cup 56% cocoa solids chocolate drops
Crosses
½ cup plain four
1 tbs cocoa
1/3 cup water
Glaze
1/3 cup water
2 tbs Sugar
Buns:Combine milk, yeast, salt and a pinch of sugar in a bowl. Whisk together and cover with plastic wrap. Put in a warm place for 5-10 minutes until top is frothy. Sift flour, cocoa and cinnamon together into a large bowl. Lightly beat the egg, melt butter and add to the flour mix along with the yeast mixture and two tablespoons of sugar. Stir until dough is nearly
together then mix the rest of the way with hands. Turn onto a lightly floured surface and knead for 10 minutes or until dough is smooth.
Place into a lightly oiled or buttered bowl and cover with plastic wrap. Set aside in a warm place until dough has doubled in size. Punch down dough to its original size. Add chocolate drops as you knead the dough. Knead dough until it doesn’t separate immediately when pulled and is satiny in texture.
Divide dough into 12 or more balls and put in a lamington or oven pan lined with baking paper. Place 1cm apart. Cover with plastic wrap and put somewhere warm until they have doubled in size.
Crosses:Mix flour, cocoa and water together. Add more water if required to make a runny paste. Put mixture in a piping bag or a zip lock bag and cut corner. Squeeze paste across buns in pan to make crosses on the top.
Heat oven to 200 degrees. Bake buns for approximately 20 minutes or until a skewer comes out clean.Glaze:
Heat water and sugar on a low heat stirring until sugar has dissolved. Bring to the boil for 5 minutes. Brush onto buns.
Eat warm or at room temperature. Store in an airtight container.
Devonport Chocolate’s choc hot cross buns
Philippe’s chocolate eggs
Chocolate bunnies are Easter’s biggest trend this year
FBT I March 2012 5
As consumers become increasingly savvy about recognising quality baking, café and bakery owners around New Zealand say they’ve noticed a huge change in attitude. Nowadays, many customers will go for quality over price, writes Hayley Barnett.
If they want the best, give them the best. In tough economic times consumers might spend less frequently but when they do they expect it to be top quality, according to industry leaders. However, it seems many bakeries around the country are reluctant to use high-grade ingredients, fearing increased prices will scare off regular customers.
Baking Industry Association New Zealand (BIANZ) vice president and owner of Nada Bakery in Wellington Michael Gray said one of the biggest problems facing the Kiwi baking industry today is the production of cheap, low quality and unhealthy products targeting lower socio-economic markets.
“My philosophy has always been that if you use the best quality ingredients you will get the best quality product,” said Gray. “And, sure, customers might buy something because it’s cheap, but they always gravitate back to something that is good.”
As consumers become more aware of what goes into their food and how it gets onto their plate, many are slowly starting to realise that good quality does come at a price.
City Cake Company owner Tracy Baird said the attitude amongst consumers is changing and the industry needs to make sure it’s keeping up with demand.
“Everybody seems to be changing their school of thought these days,” said Baird. “There’s a bit of an education process that needs to go on in the industry but once they get onboard I think they’ll see that people are prepared to appreciate quality and they do notice the difference.”
Baird said customers are willing to pay if they know what they’re eating and you give them a chance to taste your product.
“In the beginning, when you try new things there is a price resistance because they’re used to buying something that is two or three dollars cheaper, but once you explain the difference, and people can taste the difference, customers are much more accepting than you would think.”
Sweet Expectations custom bakery owner Tessa Clement began frequenting farmers’ markets all over Auckland two years ago and said the change in attitudes over such a short time has been remarkable.
“I find people are much more open to paying for quality baking now,” said Clement. “Customers know they’re getting a better quality product when you’re using better quality ingredients. They can see the texture, the flavour and the appearance is completely different.”
Award-winning eatery The Library Café in Onehunga, Auckland, has used only organic and gluten-free ingredients since opening in 2007. Owner Debbie Leaver said choosing quality over price makes sense if you expect repeat business.
“If you’re using good quality ingredients people will come back for it again and again rather than just driving past and grabbing something to fill them up,” said Leaver. “They’re coming back to enjoy the product that you’re making and isn’t that why we’re all in the food industry – to make people happy?”
One of the bigger trends in baking right now is a return to retro products such as cream buns, ginger crunch and Louise cake.
Little and Friday bakery owner Kim Evans said she believes the trend has come about with the return to quality baking.
“Customers are leaning towards baking they remember from the 60s and 70s, which is a time when premixes
Quality on the rise
6 FBT I March 2012
Tracy Baird at the City Cake Company in Mt Eden, Auckland
Everything at Little & Friday, including the pastry, is handmade
CREDIT: Katherine Lowe
Baking
FBT I March 2012 7
TM
weren’t around and people didn’t bake in factories,” said Evans. “We do a lot of classics like the cream donut and we can’t make enough of them – we sell out every day. We use fresh cream and we don’t cut corners and that’s what people appreciate.”
Located in Takapuna and Newmarket, Little and Friday produces all of its pastries by hand and is well-known for its old-fashioned pies. Evans said although the pies are priced to cover the high costs of production (pies are $8 each), they always sell out.
“Our labour costs are high and I think that’s why there aren’t many people doing what I’m doing, but we’re one of the busier cafes because of it,” she said.
Due to very popular demand, Evans will release a book of her creations on March 28 called “Little Treats from Little and Friday’.
“People constantly want to know what is in the Little and Friday products so this is a way of showing them how to create the treats themselves,” said Evans.
Get goingSo what are some easy ways to make your product stand out amongst the cheaper fare out there?
Leaver said The Library’s best of the best is the Healtheries range, Ceres Organics, Equagold and Bakels gluten-free products, while Clement insists on using New Zealand Food Award-winning Heilala Vanilla Paste, made by reintroducing vanilla seeds to vanilla extract and adding a natural seaweed thickener to produce a paste.
“The difference in taste is huge when comparing it with vanilla essence,” said Clement.
Little and Friday use organic ingredients wherever they can, but Evans said some organic products don’t always cut it.
“I don’t use organic flour as it doesn’t seem to work so well – it’s too heavy,” said Evans. “The eggs do vary. We’re right now using a company called Eco Eggs and for the milk we use Meadow Fresh Organic. The meat is from Freedom Farms and you can really taste the difference.”
But if you want to make a difference in the quality of your baking Bakels general manager Brent Kersel said it’s all about changing your technique, which, ironically, can also bring your cost down.
“If you were to learn the art of making good bread, you would realise it’s not about cost – it’s about a quality product and you’re learning how to do it cheaper than your normal loaf of bread,” said Kersel. “Put it this way; a $3000 course which runs for two weeks full-time is very cheap when you consider what you’re being taught. For example, in the Bakels bread course most of the dough is made up of between 85 and 100 per cent water. We all know how cheap water is, and the rest is salt and flour. It’s really more technique than ingredients as such.”
Bakels recently introduced a series of new advanced baking courses in conjunction with the Richemont Bakery School of Lucerne in Switzerland.
The course content covers off bakery science, technology and applied baking skills in a busy work environment.
The first courses, Advanced Baking Course Breads were held last year and were tutored by Richemont Bakery tutors Thomas Doetkotte and Urs Rothlin, and assisted by Bakels head bakery tutor Malcolm Cook.
The new advanced pastry course runs from June 25 to July 6.For more information, visit www.nzbakels.co.nz
Thomas Doetkotte of Richemont Bakery School at Bakels’ Auckland training centre
The finished product at Bakels’ Auckland training centre
BIANZ vice president Michael Gray
8 FBT I March 2012
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The Trainee Competition was started to show the Food Industry what baking is all about, giving exposure to the baking industry and the up and coming trainees and to provide an opportunity for our trainees to see what is out there and give them the motivation to dream big and aim high. Since being launched in 2008 we have grown considerably, with entrant numbers almost doubling each year.
Over the previous years we have had some great support from the BIANZ and the Executive Members who have offered advice and training to the finalists each year leading up to the Final, this is continuing to be a great partnership.
Southern Hospitality each year have provided us
with the appropriate equipment needed for the show, this has enabled us to offer the best environment for the trainees to work in, and we value the tremendous support we receive from them.
In our 5th year we will again have a bigger show as this year it will again be held LIVE at the Fine Food Show New Zealand at the ASB Showground in Greenlane, Auckland. This years show will showcase some new ideas, great creativity and push the final-ists to create the best they can.
For the winner, it means invaluable industry exposure, a prize which includes a $4000 scholar-ship, an iPad, $2000 worth of travel, an equipment allowance plus this year we are including a Bonus prize for the employers of the winning trainee,
$1000 to go towards marketing or advertising for your business.
We would like to thank our supporters the BIANZ and Southern Hospitality and all the Industry busi-nesses who allowed there trainees to attend our competition.
So start preparing for the 2012 Weston Milling Trainee of the Year Competition, find attached to this magazine your entry form, this is your chance to enter into our 5th Anniversary and show New Zealand our great talent.
Call 0800 937 866 Fax 09 259 0990 Email [email protected]
Join us in our Celebration for the Weston Milling Trainee of the Year, 5th Anniversary.
Trainee of the Year 5th Anniversary
Baking
FBT I March 2012 9
By Chris Elphick
When you are running a business it makes sense to provide good customer service. If you treat your customers with respect and provide them with a good level of service, they will want to do business with you again – and they’re likely to recommend you to other people.
Good customer service is about you and your business’ reputation – which is particularly important for a business to survive and thrive. It is about understanding, meeting and managing your customers’ expectations.
In the hospitality industry, if you can find ways to add value or that X factor to the customer experience, then you are well on the way towards positive endorsement and repeat business.
Providing good customer service is easy – as
long as you follow a few simple rules.
Be courteous1Treat your customers the way you would like to be treated yourself. You don’t have to be all over them, but you should:
• greet them with a smile• pay attention to what they’re saying • talk slowly and politely, and don’t be
dismissive or condescending• dress neatly and ask your staff to do the
same.
Observe these rules even when you’re operating online or over the telephone. Start with a polite, friendly greeting, use plain English to avoid misunderstandings and if emailing, check your spelling.
Don’t overpromise and under-deliver2
If you want to make your customers happy, do what you say you’re going to do. If you promise to deliver a catering job to a customer by 10am, make sure you arrive by 10am. If you’re unavoidably delayed, try to let them know.
It’s important not to overpromise and under-deliver when you advertise your business, services or products as well. For example, don’t describe your menu as “gourmet” unless you are completely confident about the quality of ingredients and presentation. Also avoid promoting your restaurant as a “five-star” eating experience when what’s really offered is a relaxed, bistro-style atmosphere.
Be flexible3If things go wrong, or a customer asks for something you don’t normally offer, be prepared to be flexible. As long as their demands are not unreasonable, it’s worth going the extra mile. A satisfied customer is more likely to use your business again and, with any luck, recommend you as well.
Follow-up4Computers have made follow-up easy. If appropriate to your business, send a quick thank-you email asking if they’re satisfied with the service you provided or whether there is anything more you can do to help. If you prefer, do it by phone, or send a letter.
If you’re a restaurant or cafe, engaging with your customers directly can also provide an opportunity to gauge their satisfaction, seek feedback and thank them for their custom.
Whatever form of communication, resist the temptation to use it as an opportunity to try to sell them anything else. The aim is to make your customer feel that you care about what they need.
Many operators in the tourism and hospitality sectors now use restaurant or travel media (websites such as DineOut NZ or Trip Advisor) to gauge customer satisfaction. These sites have a loyal member following providing mostly unedited feedback on customer experiences. While these reviews can be influential and insightful, it is worthwhile courteously asking your customers for their feedback to you directly. This signals you are serious and interested in
their experience, opinions and improving your business.
Employ staff who like people, and set a good example yourself5
When it comes to employing staff, it’s important to make it clear from the start that good customer service is a non-negotiable part of your business. You can improve your chances by employing staff who like people and by modelling good customer service yourself.
It’s worth thinking about offering your staff some training in customer service. In the hospitality and tourism industries, customer service is a vital ingredient of the experience.
For further information, contact your Industry Training Organisation (ITO), business or trade association, local Chamber of Commerce or KiwiHost - www.kiwihost.co.nz.
Typically when recruiting someone, the focus is on their level of skill and what you want them to do, rather than on who they are and the attitudes they bring.
Attitude is as important as skill because in the hospitality industry your staff will deal with aspects that are vital to the service you provide and possibly interact with your customers. Many skills can be learned on the job but changing attitudes is a different ballgame. So recruit for attitude and train for skill.
Managing complaints6If you get a complaint the best thing to do is to apologise and offer to put it right. You could also consider sending a voucher for a replacement meal or perhaps services from another business.
But sometimes the customer isn’t always right. Occasionally you or your staff will have to deal with customers who behave in a rude or unpleasant way. If that happens, stay calm, be reasonable, but make it clear that you are not prepared to be insulted.
No matter how difficult the circumstances are, it always pays to be polite. This is the ultimate test of good customer service.
good customer service
Providing
Chris Elphick is a Wellington-based business mentor and consultant. ➤ www.chriselphick.co.nz
SummerSummerSummerSummerSummerSummerSummerSummerSummerSummerSummerSummerSummerSummerSensational
Snacks
cook ‘em, serve ‘em... your customers will Love ‘em.For more information on Ingham’s convenient range of foodservice products contact your local distributor or Ingham at www.inghams.co.nz/foodservicenz or call 0508 800 785.
Premium Chicken NuggetsChicken Chipees Cajun Wing Dings Sweet Chilli Tenders
Spicy Chicken Nibbles
Ingham spicy chicken nibbles are the perfect summer snack or fi nger food for any casual dining occasion. These tasty spicy wing portions coated in crispy tempura batter are a popular choice that ensures exceptional presentation every time. Easy to prepare and cook, just heat and serve, the options are endless.
Ingham range of versatile fi nger food options are sure to be a sensational success on any summer menu, order them from your local distributor today.
Ingham Foodservice... the professional’s choice.
Sensational Sensational Sensational Sensational
cook ‘em, serve ‘em... your customers will Love ‘em.For more information on Ingham’s convenient range of foodservice products contact your Ingham at www.inghams.co.nz/foodservicenz or call
Chicken Chipees
IIngham spicy chicken nibbles are the casual dining occasion. These tasty spicy wing portions coated in crispy tempura batter are a popular choicecook, just heat and serve, the options are endless.
Ingham range of versatile fi nger food options are sure to be a any summer menu, order them from your local distributor today.
Ingham Foodservice... the professional’s choice.
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ACU_ING_11222_Hosp_FP.indd 1 14/02/12 10:11 AM
FBT I March 2012 11
By Angus Coull
Ever wonder what customers are thinking when they choose a Fairtrade coffee? They’re possibly thinking about how much they love the great taste, and the clever latte art fern, and probably how they’re helping provide a better life for more than half a million small-holder coffee farmers in 28 developing countries.On our doorstep in the Pacific around 4400 farmers benefit directly from sales of Fairtrade Certified coffee around the world through four producers’ organisations in Papua New Guinea. The Eastern Highlands of PNG make a perfect location for coffee growing amid mountain forests filled with birds of paradise and tree kangaroos, where the coffee bushes grow naturally.The Neknasi Coffee Growers Cooperative Society in Morobe has 424 farmer members but it’s estimated that more than 2000 people benefit from Fairtrade through services provided by the organisation.High Quality PNG Arabica beans are much sought after and Neknasi’s beans are flavoured by the volcanic hill soil. They are carefully hand-picked and sun dried making a great choice for roasters and baristas.Eighty per cent of the world’s Fairtrade Certified coffee comes from Latin America. Fairtrade ANZ, however, is committed to increasing the number of small-scale farmers in the Pacific who can benefit from the system. The Neknasi group was set up in 2008 and members have been experiencing the guaranteed fair and stable price since becoming Fairtrade Certified in May last
year. The group will soon start to reap the benefits of the additional Fairtrade Premium, the extra cash sum which members decide amongst themselves what social, economic, environmental and business development projects to invest in.Neknasi plan to use the Premium to address the high levels of illiteracy among farmers and endemic health issues such as malaria and complications during childbirth. The fund could also address issues such as the lack of medical supplies, and the remoteness and lack of good roads to get the product to market.Neknasi farmer Tekembi Gamah is convinced of the benefits of Fairtrade Certification and being part of a cooperative.“Since I became a member of Neknasi I can afford better food for my family,” said Tekembi. He said his family are now enjoying regular rice meals which they had no access to previously and have been able to build a more permanent house and provide electric lighting.Currently only a small percentage of Fairtrade PNG coffee is used by roasters in New Zealand but Neknasi and the two other Fairtrade
Certified coffee farmer groups in the country would like to change that. Discerning Kiwi café customers may well enjoy supporting our Pacific neighbours through a PNG coffee which could either form part of a blend, or as a high quality single origin bean.Neknasi is ready to supply its exceptional coffee.
➤ www.fairtrade.org.nz
Neknasi Community
Kokako Fairtrade coffee
Neknasi Tekembi and family
The Fairtrade difference
SummerSummerSummerSummerSummerSummerSummerSummerSummerSummerSummerSummerSummerSummerSensational
Snacks
cook ‘em, serve ‘em... your customers will Love ‘em.For more information on Ingham’s convenient range of foodservice products contact your local distributor or Ingham at www.inghams.co.nz/foodservicenz or call 0508 800 785.
Premium Chicken NuggetsChicken Chipees Cajun Wing Dings Sweet Chilli Tenders
Spicy Chicken Nibbles
Ingham spicy chicken nibbles are the perfect summer snack or fi nger food for any casual dining occasion. These tasty spicy wing portions coated in crispy tempura batter are a popular choice that ensures exceptional presentation every time. Easy to prepare and cook, just heat and serve, the options are endless.
Ingham range of versatile fi nger food options are sure to be a sensational success on any summer menu, order them from your local distributor today.
Ingham Foodservice... the professional’s choice.
Sensational Sensational Sensational Sensational
cook ‘em, serve ‘em... your customers will Love ‘em.For more information on Ingham’s convenient range of foodservice products contact your Ingham at www.inghams.co.nz/foodservicenz or call
Chicken Chipees
IIngham spicy chicken nibbles are the casual dining occasion. These tasty spicy wing portions coated in crispy tempura batter are a popular choicecook, just heat and serve, the options are endless.
Ingham range of versatile fi nger food options are sure to be a any summer menu, order them from your local distributor today.
Ingham Foodservice... the professional’s choice.
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NG
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ACU_ING_11222_Hosp_FP.indd 1 14/02/12 10:11 AM
12 FBT I March 2012
Congratulations to all of our winners in the 2012
Mediaweb Advertising Draw
Thankyou to all of our sponsors
Catherine Frischmuth from Digital Video technologies
Winner of the trip for 2 to Vanuatu
Sue Emmitt from Essential Brands Group NZ Ltd
Winner of the Hilton Accomodation Package
Graeme Wrigley from Red CrossWinner of the
StonyRidge Vineyard Voucher
Grant McKenzieWinner for the Skywalk vouchers
Too often people put the full emphasis on saving costs with their packaging requirements without fully understanding the critical role it is playing in the success of their products. At Ricpac we understand that packaging plays a vital role in the profitability of your product. A careful balance must exist in order for you to maximise your company’s profits, while having maximum marketability and shelf appeal. Over-spending on packaging and services that are not of value to you will erode your margins, while skimping exposes you to a whole range of other risks, from out of spec material to zero customer service. Ricpac offers a no-obligation consultation and quotation process. The consultation can be conducted face-to-face or via telephone. This is a great way to ensure you are doing the absolute best for your company, brand and products. The way a product is presented is always directly attached to its success in the market. Ricpac’s industry trained customer service representatives are experienced in working along with you to achieve the best possible result.
Spotlight on food grade pailsRicpac has a full range of high quality food grade pails available ex stock. Ranging from 1.2ltr through to the 5ltr we have all options covered. Ten, sixteen and 20ltrs are available via indent only. We also offer custom printing options along with custom moulding options to ensure your needs are fully meet. Call us to discuss your options. Free phone 0800 730 750.
Custom printingDo you want to build on your brand? Have you been thinking about taking the next step to customisation? Ricpac offers a full custom printed range from coffee cups to coffee pouches/bags to paper bags to serviettes to singlet bags to snack boxes. With so many options available Ricpac can work with you to build the best solution for you company’s image. Ricpac will take the time to intimately understand your processes, your visions, your goals, your brand and your image because by doing so we are able to truly provide high value input into your business. By adopting this philosophy we guarantee that you will be satisfied. By contacting Ricpac today you really will be able to experience why our customers say Ricpac is “packaging made simple”.Ricpac Freephone: 0800 730 750 Email: [email protected]
Packaging: cost or selling tool?
Advertorial
FBT I March 2012 13
The annual Monteith’s CheeseFest took place at The Langham in Auckland recently. FBT snapped a few cheese hounds offering the public their best cheesy smiles.
Say cheese…
Mainland CheeseOver The Moon Dairy
Neudorf Dairy
The Cheese Paper team
Puhoi Valley
Award-winning Dutch-style cheese from Karikaas
Clevedon Village Farmers Market
Yealands Estate Champion of Champions winner Miel Meyer, Meyer Gouda Cheese (centre), with his team
Cuisine Champion Artisan Cheese winner Bob Rosevear
Stinging nettle was one of the more unusual flavours at the Aroha Organic stand
Do You Regard Your Packaging As A
Cost?
Or
A Marketing Strategy?
Contact Us Today...For A No Obligation QuotationEmail: [email protected] Phone: 0800 730 750
•Bakery Packaging •Paper Bags •Deli Packaging •Plastic Buckets•Custom Moulding •Plastic Packets•Coffee Cups •Snack Boxes•Foam Products •Takeaway Trays•Foils •Plus Much, Much More...