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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. Prospects 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 recognition is an genuine story: one in every of crew management, craftsmanship and a dedication to steady enchancment.
Central to this story is Shuyao Cao, higher generally known 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 entire crew, everybody has their very own abilities,” Cao says. “Every one in every of them is exclusive, and I take the string from them, after which I put it collectively. I am unable to give you [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 environment is heat and welcoming. David Brungard, vice chairman of operations for Alexander’s Group Company, says Cao’s management has helped make this work setting 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 staff 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 loads on how you are feeling if you find yourself at work, and [Chef Shu] is aware of make everybody in our crew really feel valued,” he says.
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One of many patisserie’s most talked-about menu gadgets — the well-known flat croissant — wasn’t even for patrons 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 mentioned, ‘Let’s put it on the menu.'”
Since then, Cao’s flat croissants have develop into a fan favourite, driving visitors in-person and on social media. However trending pastries are solely answerable 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 each day,” Cao says. “We see how individuals react on the web, too. I learn each overview the shopper 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, opinions operate as each useful suggestions and a celebration of the crew’s efforts: “Once they point out an worker by title in a raving overview, it makes me tremendous comfortable as a result of they deserve the credit score,” he says. “I adore it when the general public acknowledges their exhausting 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 perfect chocolate on this planet,” Cao says. “We be sure 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 obtainable by way of conventional distributors, Cao will get artistic. “Generally 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 at all times with coronary heart. “A part of our assembly is to speak about new merchandise, opinions, what’s damaged within the kitchen,” Brungard says. “How can I repair it? How can I provide you with what you’ll want to achieve success?”
This behind-the-scenes help reinforces a company-wide coverage: Deal with the crew, they usually’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 enable the crew to chase their passions, leading to a sweeter expertise for the visitors. “If you put love into one thing, it reverberates into the world,” Brungard says.
Think about Alexander’s Patisserie’s guiding ideas 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, reasonably than developments alone.
- Suggestions helps you pivot and develop. Learn and talk about each overview 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 must be deliberate and might help your enterprise align with its (and clients’) values.
- Tradition is the key ingredient. A welcoming crew interprets right into a constructive visitor interplay. When your crew feels supported, all the operation succeeds.
Take heed to the episode beneath to listen to instantly from Cao and Brungard, and subscribe to Behind the Overview 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
