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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. 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 all staff 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 staff, 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 staff dynamic is obvious from the second clients 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, vp of operations for Alexander’s Group Company, says Cao’s management has helped make this work atmosphere attainable.
“[Chef Shu] earned each single particular person’s respect, together with the dishwasher, as a result of she does all the things,” 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 once they come to work, [they don’t have to eat pastries all day].”
In accordance with 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 rather a lot 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 staff 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 wished to attempt it as a result of it went viral in my Asian space,” Cao says. “I wished 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 liable for a portion of the patisserie’s success. What retains Alexander’s related is its dedication to adaptation via buyer suggestions.
“ We see how clients react and the way a lot we promote day-after-day,” Cao says. “We see how individuals react on the web, too. I learn each assessment the shopper leaves me, and I imply it. I take opinions, after which I let the entire staff style it. Even [Brungard], when he comes, I pull him.”
For Brungard, critiques perform as each priceless suggestions and a celebration of the staff’s efforts: “After they point out an worker by title in a raving assessment, it makes me tremendous comfortable as a result of they deserve the credit score,” he says. “I find it irresistible when the general public acknowledges their onerous work. After which once 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 the earth,” Cao says. “We ensure 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 via conventional distributors, Cao will get artistic. “Generally 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 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 tools, 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, critiques, what’s damaged within the kitchen,” Brungard says. “How can I repair it? How can I provide you with what it’s essential to achieve success?”
This behind-the-scenes assist reinforces a company-wide coverage: Care for the staff, and so they’ll deal with 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 staff 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.
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 staff and staying hands-on within the operation.Innovate with intention. Let curiosity, creativity and buyer suggestions drive your menu modifications, fairly than developments alone.Suggestions helps you pivot and develop. Learn and focus on each assessment to determine areas for refinement and enchancment.High quality begins with sourcing. Whether or not it is imported French butter or the right sesame paste, sourcing must be deliberate and may also help your corporation align with its (and clients’) values.Tradition is the key ingredient. A welcoming staff interprets right into a constructive visitor interplay. When your staff feels supported, all the operation succeeds.
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Hearken to the episode beneath to listen to straight from Cao and Brungard, and subscribe to Behind the Overview 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 Retailers™ sequence highlighting family-owned and operated companies
