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Transcript of customers first - Syscokc.sysco.com/services/features/sysco_today/jan_05/ST_CF-01_05.pdf · January...
Bel l evue C lub | Hote lBellevue, WA
www.bellevueclub.com
6 SYSCO TODAY January 2005
customers f i r s t
Matters
of
Taste
Just a few miles east of
Seattle, smartly nestled
between Lake Washington
and Lake Sammamish, sits a
private athletic club and
small luxury hotel that
caters to the upper echelon
of Washington society. An
establishment where impec-
cably manicured lawns,
posh amenities and five-star
service are part of the
regular routine. But before
you start wondering if the
Bellevue Club prefers flash
over substance, take a peek
inside the mind of Executive
Chef Paul Marks—and
discover that what inspires
some of the finest dining in
the world is one remarkably
down-to-earth idea. “We
don’t do fancy food,” states
Marks. “We do good food.”
January 2005 SYSCO TODAY 7
Jonathan Regis
Marketing Associate
SYSCO Food Services ofSeattle
3-year service partner tothe Bellevue Club
“He wouldn’t talk to me for the firstyear,” laughs SYSCO MarketingAssociate Jonathan Regis as he recallsthe first time he worked with BellevueExecutive Chef Paul Marks. Back then,Marks had just come on board at thePiatti Restaurant Company—and wasn’ttoo happy to find out his employer wasunder exclusive contract to SYSCO.
However, once Marks saw thatSYSCO and Regis were willing to go thedistance, “he softened up.” So much so,that when Marks moved to theBellevue, he decided to give SYSCO—and Regis—a shot at the business. “Hisviewpoint was ‘John knows what I likeand what I don’t like, and that will helpme at the Bellevue,’ ” explains Regis.“Plus, I didn’t want to have to trainanyone else,” jokes Marks.
Today, SYSCO delivers between$18,000 and $23,000 worth of productsper week to the Bellevue, an accom-plishment Regis attributes to hisinvaluable support network. “If there’sone thing I’ve learned, it’s knowingwhen to ask for help,” advises Regis. “IfI don’t know the answer, I knowsomeone who does and I can get themin there. It makes my customer feelbetter about SYSCO, and I learn some-thing by just sitting there.”
“I didn’t do all this by myself,”emphasizes Regis. “Honestly, Chef Paulgave us the opportunity, but it waseveryone behind me who kept thebusiness. We did it as a team.”
When Marks walked into the 25-year-old Bellevue nearly three yearsago, he was promptly faced with one of the biggest challenges of hisimpressive career: replacing menu after menu of heavy French cuisinewith a dynamic array of healthful yet tasteful foods. Backed by a staffof five very talented sous chefs and the entire Bellevue managementteam, he has been able to win over the club’s members and guests withdishes that “. . . are recognizable to the clientele—not three feet tall.”
A top priority for one of the Bellevue’s original owners, BillThurston, the idea that white-tablecloth cuisine should reflect whatpeople are actually eating resonates with Marks, and is one of theprimary reasons he joined the Bellevue to begin with. “A lot ofrestaurants, you design a menu and that’s it. It’s in place for a year,”Marks explains. “We don’t do that here. We’re constantlychanging.” And when he says change, he’s means it. The lunch anddinner menus at the Polaris, only one of the Bellevue’s four diningoptions, are modified weekly if not daily. The same goes for theLuna Express Café, where the deli case features a revolving smor-gasbord of prepared foods that members can take home, includingmedium rare flank steak, edamame beans or the popular enchiladasthat “one of my sous chefs just put down last night.”
A firm believer in the process of trial and error, Marks doesn’t wanthis team to focus on creating cutting-edge cuisine or over-the-topflavor fusions. Instead, “We go to restaurants we feel are in comparisonto us and we see what they’re doing. Then we make sure we stayahead of that,” he explains. “For [my chefs] to get that spark ofgenius, they need to see what someone is doing, whether they’replating it differently or preparing it differently.”
Cultivating inspiration from a variety of resources pays off forMarks and his staff, who are quick to acknowledge the Bellevue for“giving us the realm and ability to just keep going.”
“I’ve never seen anything like this,” Marks emphasizes. “Notanything close.”
Sous Chef Travis Hartley andExecutive Chef Paul Marks
Wisconsin Cheese presents
two new Inspired Creations
guides filled with chef-driven
recipe ideas and great ways
to add appeal to everyday
items. Six guides in total,
covering an array of key
menu trends:
■ Appetizers-New
■ Low Carb-New
■ Beverage Pairings
■ Sandwiches
■ Cheese Course
■ Salads
Wisconsin Cheese adds quality, value and delicious flavors to
your menu. And allows you to earn bigger profit margins.
A D D I M P A C T T O Y O U R M E N U A N D Y O U R B O T T O M L I N E .
© 2
004
Wis
cons
in M
ilk M
arke
ting
Boar
d,In
c.
Order your FREE guidesat foodservice.WisDairy.com(click on foodservice tool kit,
foodservice materials).
TM
TM
January 2005 SYSCO TODAY 9
Part of the Richard A. Henson Scout Reservation, Camp Nanticokesprawls across 1,500 acres of pine forest on the eastern shore ofChesapeake Bay. For 10 weeks every summer, it draws enthusiastic BoyScouts from across the country with the promise of memorable outdooradventures—and the best camp food in the region.
“Our reputation for quality, home-style food is a big draw,” explainsRay Teat, the camp’s resident director. “Not just the quality, but thequantity and the atmosphere.” Teat and his staff firmly believe thatmeals are an important part of the camping experience. To betterprovide for growing numbers of campers, Camp Nanticoke just openeda new dining hall. “It’s a very stunning room,” Teat proudly describesthe new facility. “The main focus of the design was to create a room thatcampers will remember in 30 years. It feels like you’re outside.”
Satisfying the appetites of 400 hungry campers is the job of the camp’sfood services director, Bob Bramble. “Bob’s very outgoing, very friendly,very accommodating,” Teat praises his colleague’s attitude and abilities.“Every week we have a chef’s special, where Bob gets to serve whateverhe likes. We had a Thai night this year, which was just incredible:chicken satay for 400 people—that’s a lot of chicken on a stick!”
Celebrating its 40th anniversary this summer, Camp Nanticoke hasnever been more popular. “We’ve more than doubled our attendanceover the past five years, and we expect that trend to continue,” Teatreports. “We work to build activities and facilities, meals included, thatwill become lifelong memories for our campers.”
CampNant i coke
Salisbury, MD
www.delmarvacouncil.com/Henson.htm
Vacationing at Camp Nanticoke
builds a hearty appetite that
craves something more than just
home-style cooking. Even the most
exceptional meal needs the right
dessert, and the perfect
counterpoint to an active day
under the summer sun is a Cool n’
Classy® Vanilla Ice Cream
Sandwich. These tasty, traditional
treats serve up two soft, chocolate
cookie wafers around a rich,
smooth vanilla ice cream center
that’s sure to satisfy your
customers. After a long day of fun
in the sun, who wouldn’t crave
one? Your customers are sure to
appreciate the classic taste
of these delightful desserts. Ask
your Marketing Associate about
these and other frozen favorites
from SYSCO.
Cool n’ Classy Vanilla Ice CreamSandwich .......................6427165
Resident Director Ray Teat and Food Services Director Bob Bramble
�Look Out for
THE LITTLE GUY
10 SYSCO TODAY January 2005
Who says you can only find fine dining in the big city? Visit Carol’sat Cat Spring, nestled in the charming town of Cat Spring, TX(population 76), and you’ll discover sophisticated cuisine that’s sure toimpress any city slicker. “I wanted to bring fine dining to the country,”says owner Carol Davis, a Houston businesswoman who relocatedbecause she missed the country life of her childhood. And bring it shedid—with the help of Chef Doug Atkinson—from the barbecued seascallops with green chile broth and creamy grits (winner of theInaugural Grand Champion Prize from the Rodeo HoustonInternational Food and Wine Competition) to the savory bisontenderloin with port wine sauce. And if your visit extends into the weehours, no problem—there’s a comfortable bed waiting for you downthe road at BlissWood, Carol’s cozy bed-and-breakfast.
What also makes Carol’s unique is its relaxed, “come as you are”atmosphere: Walk through the lodge-style dining room on a busyevening and you’ll see everything from suits and ties to shorts andsneakers. “Even though we’re a white-tablecloth restaurant, we don’thave a dress code,” says Davis, who is always on hand to greet eachguest personally. “I like to see people in whatever attire they want tocome in. It works for everybody.”
Caro l ’s a t Ca t Spr ingCat Spring, TX
www.blisswood.net/hillcountryrestaurant
c u s t o m e r s f i r s t
Besides a personal greeting
from the effervescent owner,
Carol’s patrons know the best way
to start off a sumptuous meal—
a cool, crisp salad made with
SYSCO Natural® Organic Spring
Mix. More restaurant patrons are
expecting quality organic products
away from home, and SYSCO
Natural makes it both easy and
economical for you to meet their
expectations. Every bag of our
premium organic spring mix
contains a minimum of 10 different
pre-cut selections, including two
from the chicory family for peppery
flavor and at least two red-leaf
components for maximum eye
appeal. Use it to create the perfect
foundation for your finest signature
salads, to dress up a savory
sandwich or as an elegant bed for
cold seafood dishes. Your guests will
love the flavor as much as your staff
loves the convenience!
SYSCO Natural OrganicSpring Mix ....................2102622
�The
CAT’S MEOW
�
Seared citrus salmon filets. Individual pizzas. Made-to-order omelets.These aren’t just the dishes you might enjoy at a five-star resort orhotel, but they’re also a few of the items off the 24-hour room servicemenu at one the top academic medical centers in the country: theUniversity of Iowa Hospitals and Clinics. Surprised? You shouldn’t be.This trend toward around-the-clock, personalized healthcare cuisine isgrowing in popularity thanks to visionaries like Joan Dolezal, thedirector of food and nutrition services for the 769-bed hospital.
Taking its cues from the unique nutritional needs of its clientele, theUniversity of Iowa Hospitals and Clinics has developed 35 different typesof room service menus—a complete overhaul from the bulk catering itpracticed in just 2003. Considering the hospital prepares a dizzying7,600 meals a day for staff, visitors and patients alike and operates nineadditional retail operations—from full-service restaurants to on-the-govending—the six-month transformation was no small feat. “You justcan’t do this kind of thing without a good team,” Dolezal emphasizes.“And even though I have a small management staff, they’re incredible.”
Amazingly, “Patients are now able to order food at any time of day ornight—and it’s delivered within 45 minutes,” enthuses Dolezal. Andthanks to the continued support of SYSCO, the hugely successfulprogram has been “able to add a lot of new items that you don’t thinkof on a hospital patient menu.” Including chocolate angel food cake andbreakfast burritos. “It works out,” she finishes. “It’s just wonderful.”
Univer s i t y o f Iowa Hosp i t a l s and C l in i c sIowa City, IA
www.uihealthcare.com
C an’t decide what to serve
when you need to satisfy
busy medical employees, health-
conscious patients and plain ol’
hungry visitors? How about a Block
& Barrel® Jumbo Cheeseburger? A
lunchtime favorite at the University
of Iowa Hospitals and Clinics, this
everyday classic combines flame-
broiled chopped beefsteak and
creamy American cheese—a
traditional twosome that appeals
to hamburger lovers from coast
to coast.
Fully cooked and made with
quality ingredients, these tasty
sandwiches have a guaranteed shelf
life and are prepared in an HACCP-
compliant plant, another global
standard when it comes to food
safety. As for presentation, our
special butcher’s wrap packaging
gives our Jumbo Cheeseburgers
a great homemade look—making
them perfect for your grab-and-
go needs.
Block & Barrel JumboCheeseburger..................9220013
A Hefty
HELPING OF TLC
January 2005 SYSCO TODAY 11
12 SYSCO TODAY January 2005
Sonoma’s historic MacArthur Place inn and spa was originally builtin the late 1800s—as the house, barn and outbuildings of a 300-acrehorse ranch. A horse, stepping with the distinctive gait of a trotter,adorns the logo of the inn’s acclaimed 150-seat restaurant, SaddlesSteakhouse. And the equestrian theme continues into the restaurant’squirky décor.
“Many of the people in town donated saddles, and [owner SuzanneBrangum] had them made into chairs,” explains Saddles SteakhouseExecutive Chef Dana Jaffe. “I still have people walk through and say,‘Oh, that was my saddle when I was a little child. I rode that one.’ ”The property’s heritage is also referenced in the use of original ranchtools as wall decorations and a healthy dose of vintage cowboy hatsand boots.
In addition to unique surroundings, Saddles offers an extraordinarymenu, emphasizing fine steaks, pork and lamb. Elegant burgersgarnished with artisanal cheeses and gourmet bacon are also favorites,as are barbecued ribs and roasted chicken. Appetizers and first courses at Saddles include a range of updated classics and emphasize fresh local ingredients.
The town of Sonoma’s location in the California wine country leadsnaturally to an emphasis on fine wines and good living. And Saddlesenjoys significant local support. “I’d say it’s about 80 percent local,”says Jaffe. “Though every time an article comes out that kind of changes!”
Sadd le sS teakhouseSonoma, CA
www.macarthurplace.com
c u s t o m e r s f i r s t
Saddles Steakhouse is a white-tablecloth restaurant with a
sophisticated, discerning anddemanding clientele. They knowtheir meat, and so does ExecutiveChef Dana Jaffe. She and Sous ChefSanjeev Singh worked closely withPremium Protein Brand ManagerDoug Achterberg, of SYSCO FoodServices of San Francisco, to sourcethe finest cuts for the Saddles menu.After literally months of tastings,selections were made. Among themis a Saddles menu standout—aNewport Pride Dry-Aged New YorkStrip Steak. Aged on the bone for aminimum of 21 days under carefullycontrolled conditions of temperatureand humidity, the steak is deliveredat the peak of flavor and tenderness.Along with the chef’s vision, therustic elegance of the surroundingsand the extraordinary menu, thissignature steak, aged and hand cutby Newport Meat Company, isanother reason why Saddles enjoysstellar ratings and reviews—and israpidly becoming a Sonomainstitution.
Newport Pride Dry-Aged New York Strip Steak....4900635
�Rustic Elegance in the California
WINE COUNTRY
January 2005 SYSCO TODAY 13
Regardless of the weather in Cincinnati, its residents always knowwhere to go to find a little sunshine: Margaritas Authentic MexicanRestaurant & Cantina. Dubbed the city’s “Best Mexican Restaurant” byCitysearch.com, Margaritas is the result of Tony Vanjohnson’sdetermination to bring the true tastes of Mexico to his fellow Ohioans.Having noticed the growing trend around Hispanic foods back in 1998,Vanjohnson traveled throughout Mexico, searching for recipes anddishes that would be the hallmarks of his now six-location chain. Proofthat his business instincts were right on target, Margaritas even enjoysregular visits from customers as far away as Texas, California andArizona, where great Mexican food is in no short supply. Consideringthe strong nationwide competition, this CEO takes the repeat businessas “quite a compliment.”
With five locations in Cincinnati alone, and one in NorthernKentucky, Vanjohnson contributes his achievements to a stellar staff,strong customer base and an endless enthusiasm for finding and servingthe best products he can. An atmosphere that evokes a festive beachsidedestination doesn’t hurt either. “You almost feel like you’re on vacationwhen you come to eat,” he describes. And should anyone think the tastylibations voted “Best Margaritas” by Cincinnati magazine are the realreason his bottom line keeps booming, Vanjohnson is quick to reveal thetrue culprit of his success: “It would be by leading by example and notaccepting less.”
Margar i t a s® Authent i c Mex ican Res t auran t & Cant ina
Cincinnati, OH
www.margaritasmex.com
Astaple in every Margaritaskitchen, Casa Solana® Queso
Seguro is an essential ingredient forcreating many of its popular dishes.Part of SYSCO’s high-quality line ofHispanic products, this pasteurized,processed American cheese loaf isavailable in both a white or yellowcheese flavor and is incrediblyversatile. Shred over salads, soupsor entrées such as enchiladas whencold, or warm it up between twotortillas and witness its superiorinner melt—a must when makingconsistently delicious quesadillas.You can also add a little milk for asublimely thick and creamy dip thatcan be easily revved up withcrumbled beef, zesty spices, dicedchicken and more. It’s a simple wayto create cost-friendly starters thatare a breeze to upsell.
Casa Solana Queso Seguro, white ..............................2188233
Casa Solana Queso Seguro, yellow .............................2188209
�Heart and
SOL
14 SYSCO TODAY January 2005
The first McCaffrey’s Market opened in 1986 in Yardley, PA. Todaythere are three market locations and a central commissary, and in eachof the towns in which McCaffrey’s operates, the store serves a devotedclientele.
The root of McCaffrey’s Markets’ relationship with SYSCO is an activeand highly successful prepared-foods operation. Begun as a four-footsection of the deli department in one store, the prepared-foodsdepartment has grown into a major element of the business.
McCaffrey’s Markets President and CEO Jim McCaffrey isn’t surprisedthat the prepared-foods area has been a success. “I saw what washappening with my own family,” he says. “My wife was cooking maybethree meals a week and the rest of the time we were dependent ontakeout, or going out.”
The SYSCO relationship grew even stronger in February of 2003,when a devastating fire destroyed much of the flagship Yardley location.“It was just such a huge void for the community,” explains McCaffrey.“So we opened up a 10,000-square-foot tent. It’s a full grocery store,with refrigerated cases, full seafood department, meat department andprepared foods.”
While the store is being rebuilt, however, about 100 employees hadto be laid off. And to help them keep their health benefits, the town ofYardley hosted a fundraiser, with extensive support from SYSCO. “Wehad it in early April,” says McCaffrey. “Over 2,000 people showed up,and they raised $276,000 for our employees’ benefits. It’s unbelievable.”
McCaff r ey ’s Marke t s
Yardley, PA
www.mccaffreys.com
c u s t o m e r s f i r s t
Quiche makes a delicious andvery portable main dish. The
egg-and-cream custard that is theheart of every quiche can includeingredients as varied as meats,cheeses, roasted vegetables, freshherbs, potatoes, and more. Andwhile there’s a quiche out there foralmost anyone to enjoy, the dish canbe intimidating for many homecooks—and time-consuming to boot!
Recognizing this demand, theprepared foods department atMcCaffrey’s Markets offersnumerous varieties of quiche fortakeout. And all their deliciousblends of fresh ingredients arecradled in SYSCO Classic Pie Shells.Made with 100 percent vegetableshortening for a delicate, flaky crust,and with a unique high-rim profilethat helps to keep fillings where theybelong, SYSCO Classic Pie Shellsare an excellent complement to anysavory quiche or dessert pie. They’refrozen at the bakery to lock infreshness and delivered in casesspecially designed to preventcracking in transit—a very tastyinnovation.
SYSCO Classic Pie Shells........................1193705
�Local Institution, Community
SPIRIT
January 2005 SYSCO TODAY 15
Three generations of the Todaro family have made the La NovaPizzeria and Wing Company a Buffalo landmark—no small feat in thecity credited as the birthplace of chicken wings. “Papa Joe” Todarofounded the pizzeria in 1957 and built it into a thriving business withthe help of his son, “Big Joe” Todaro. Today, La Nova is in the capablehands of the third generation: “Little Joe” Todaro, his sister Carla andher husband, Sam Pantano. “We’re the No. 1 independent in thecountry,” Pantano proudly declares. “We’ve been recognized repeatedlyin trade magazines.”
As its name suggests, the two cornerstones of the business are pizza andwings. “We’re primarily a pizzeria,” explains Pantano. “Our specialtypizzas are really our signature, but we’re very, very well-known for ourbarbecued wings. Pizza and wings as a combination represent most of ourbusiness.” Combining the trademark twosome was one of Papa Joe’s earlyinspirations, but his grandchildren turned the wing business into anationwide enterprise. La Nova wings are sold across the country;SYSCO even distributes them under its exclusive Arrezzio® label.
Hard work, attention to detail and family involvement form theTodaros’ recipe for success. “We’re always trying to improve every partof our business,” Pantano insists. “There’s always a member of the familyhere, seven days a week, constantly monitoring product quality,constantly monitoring everything that goes out the door.”
Pantano concludes, “I’m proud of everyone involved. It’s just a great,great company to work for and a great family to be a part of.”
La Nova® P i zze r i aand Wing Company
Buffalo, NY
www.lanova.com
La Nova’s extensive menu offers
much more than just award-
winning pizza and wings—it also
includes pasta, calzones, tacos,
subs, salads, and more. La Nova
meets the challenges of their well-
rounded menu with quality supplies
and ingredients from SYSCO. One of
these staple products is SYSCO
Classic Liberty Mayonnaise.
This heavy-bodied, egg-yolk-based
mayonnaise is perfect as a spread
for sandwiches or as a base for
prepared salads and salad
dressings. Ready to use right from
the container, it requires no special
preparations. And with a shelf life of
four months, you don’t have to be
concerned about its expiration date.
Your kitchen staff will love the
convenience, and your customers
will love the taste! Ask your
Marketing Associate about this and
other SYSCO Classic products.
SYSCO Classic LibertyMayonnaise....................9939950
The Todaro family: Sam Pantano, “Little Joe” Todaro, “Papa Joe”Todaro, “Big Joe” Todaro and Carla Pantano
�Pizza
GENERATION
16 SYSCO TODAY January 2005
customers f i r s t
A job that requires you to be up and at ’em beforedawn might not sound too appealing to some, but forSYSCO Delivery Associate David Anderson, it’s justright. A veteran driver with almost two decades ofexperience, Anderson began his career with SYSCOduring one particularly hectic Christmas season in1985. Faced with more deliveries than drivers, a friendand SYSCO employee made a well-placed phone call toAnderson, and he hasn’t left SYSCO Food Services ofSt. Louis since. “I like all the things they do—they have
a lot going on,” says Andersonof his employer. “The golf
tournament, the rodeo, the picnics . . . I like it thatthey’re involved with us.”
In the beginning, Anderson’s route had him loggingup to 300 miles a day. But seniority has its perks andthis dedicated driver now enjoys a shorter route with 18regular stops. Less time on the road gives him moretime with his customers, and Anderson heartilybelieves that he’s met a lot of good people along theway. He’s also had some pretty memorable encountersof the four-legged kind, too. Taking care to avoidshifting his delivery load during a run down a steep
hill, Anderson decided to set off on foot instead. Acouple of very large dogs soon changed his mind and hequickly beat a hasty retreat, only: “I turned and ran tograb the truck handle . . . and I’ve locked myself out,”he chuckles.
Furry friends notwithstanding, Anderson has trulyenjoyed his lengthy career with SYSCO, even takingthe time to dole out a few words of sound advice to newdrivers. “I just tell them to watch their Ps and Qs and follow policy,” he shares. “After a while, it’ll all fallinto place.”
ST. LO U I S, M O
David AndersonSYSCO Delivery Associate
SYSCO Food Services of St. Louis
A
FORCEDRIVING