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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. Clients eye a show case of delicacies, from black sesame croissants to greater than 20 flavors of macarons. It is simple to imagine the enchantment is within the presentation, however beneath the patisserie’s viral reputation is an genuine story: one in every of group management, craftsmanship and a dedication to steady enchancment.
Central to this story is Shuyao Cao, higher often called 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 every 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 group dynamic is clear from the second clients stroll within the door. Whether or not employees are managing a packed tea service or catching up with regulars, the ambiance is heat and welcoming. David Brungard, vice chairman of operations for Alexander’s Group Company, says Cao’s management has helped make this work surroundings attainable.
“[Chef Shu] earned each single particular person’s respect, together with the dishwasher, as a result of she does all the pieces,” 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 type 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’re feeling when you find yourself at work, and [Chef Shu] is aware of how you can 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 strive 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 change into 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 buyer suggestions.
“ We see how clients react and the way a lot we promote daily,” Cao says. “We see how folks react on the web, too. I learn each evaluation the shopper 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 perform as each invaluable suggestions and a celebration of the group’s efforts: “Once they point out an worker by identify in a raving evaluation, it makes me tremendous glad as a result of they deserve the credit score,” he says. “I find it irresistible when the general public acknowledges their exhausting 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 perfect chocolate on the earth,” Cao says. “We be certain 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 substances aren’t accessible by conventional distributors, Cao will get inventive. “Typically I discover matcha powder [or] the perfect sesame paste model within the grocery store or the Chinese language grocery retailer,” she says. “I can pick totally 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 tools, Cao and Brungard run operations like clockwork, however all the time 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 it is advisable to achieve success?”
This behind-the-scenes help reinforces a company-wide coverage: Deal with the group, and so they’ll handle the visitor.
Finally, 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 company. “Whenever you put love into one thing, it reverberates into the world,” Brungard says.
Think about Alexander’s Patisserie’s guiding rules for making a considerate expertise for each clients 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, somewhat than tendencies alone.Suggestions helps you pivot and develop. Learn and talk about each evaluation to determine areas for refinement and enchancment.High quality begins with sourcing. Whether or not it is imported French butter or the proper sesame paste, sourcing must be deliberate and may also help your online business align with its (and clients’) 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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Take heed to the episode beneath to listen to straight 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 Outlets™ collection highlighting family-owned and operated companies
