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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 attraction is within the presentation, however beneath the patisserie’s viral reputation is an genuine story: one in every of team leadership, 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 group, 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 can not give you [the brunch menu] all on my own.”
The group 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 surroundings doable.
“[Chef Shu] earned each single particular person’s respect, together with the dishwasher, as a result of she does every thing,” 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 accordance with Brungard, Cao’s hands-on management model has fostered a workplace culture constructed on belief and appreciation: “The extent of high quality in your life relies upon rather a lot on how you’re feeling if you end up at work, and [Chef Shu] is aware of learn how to make everybody in our group 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 purchasers at first. “I wished to strive 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 stated, ‘Let’s put it on the menu.'”
Since then, Cao’s flat croissants have turn into a fan favourite, driving 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 via customer feedback.
“ 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 evaluate the client 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 precious suggestions and a celebration of the group’s efforts: “Once they point out an worker by title in a raving evaluate, it makes me tremendous completely happy as a result of they deserve the credit score,” he says. “I adore it when the general public acknowledges their arduous 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… one of the best chocolate on the planet,” Cao says. “We make certain we use an AOP butter for our croissant. AOP butter is tremendous costly, and just one area of France makes it.”
And when specialty components aren’t obtainable via conventional distributors, Cao will get inventive. “Typically I discover matcha powder [or] one of the best sesame paste model within the grocery store or the Chinese language grocery retailer,” she says. “I can select 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 you have to achieve success?”
This behind-the-scenes assist reinforces a company-wide coverage: Handle the group, they usually’ll handle the visitor.
Finally, Alexander’s success comes from the patisserie staying true to its values. Considerate management and room for experimentation enable the group to chase their passions, leading to a sweeter expertise for the friends. “If you put love into one thing, it reverberates into the world,” Brungard says.
Contemplate 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, quite than tendencies alone.
- Suggestions helps you pivot and develop. Learn and talk about each evaluate 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 needs to be deliberate and may help your enterprise align with its (and clients’) values.
- Culture is the secret ingredient. A welcoming group interprets right into a constructive visitor interplay. When your group feels supported, your complete operation succeeds.
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Hearken to the episode beneath to listen to instantly from Cao and Brungard, and subscribe to Behind the Review 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™ collection highlighting family-owned and operated companies
