bake - October 2012 - 11

business

• Breathe. Getting oxygen ﬂow to your brain will help you think more clearly.

THE PROCESS
Ryke’s Bakery utilizes this process for handling customer complaints, no matter which package they come in. Say Thank you Ask For information. This means open-ended questions, like ‘What didn’t you like about it?” Ask “What can I do to fix it? Tell What exactly you will do to fix the problem. Come to a conclusion that is fair for both. Ryke’s Bakery has been tracking customer complaints since 2004. In each situation, the staff tracks not only what the problem was, but also how they fixed it and what the key learning was from the situation.
• Change something. Even something as simple as coming out from behind the counter to sit down at a table with the customer will make a huge difference. • Write things down. This doesn’t mean to grab a form and ﬁll it out. Take notes on the situation so the customer knows you’re paying attention. “If you have a customer in a hurry, do anything you can to not let them leave your shop angry,” Rouwhorst says. ”It doesn’t matter what the order said or who did it. Just ﬁx it.” And when you empower your staff, they’ll be ready to go into problemsolving mode and be well-equipped to make judgment calls and keep the process moving. After all, it doesn’t really matter if the customer is always right. But it’s vital to know that the customer’s perception is always right. “Sometimes complaints can be downright nutty,” Rouwhorst says. “But sometimes you have to just try hard to grit your teeth and say thank you.”
JOA N IE SPEN CER

bakemag.com | OCT 2012 > 11

http://www.bakemag.com

bake - October 2012

Table of Contents for the Digital Edition of bake - October 2012

bake - October 2012
Editor's Note - Retail bakery’s tipping point
Contents
Business - Baker's Percentage
Business - Smile and Say Thank You
Business - POS Systems
Business - Efficient Decorators
Business - Save Energy and Money
Business - Reinventing Normal
Business - Basics of Merchandising
Breads - Rounding it Out
Breads - An Extra Pair of Hands
Breads - Bread Troubleshooting
Breads - The Ideas Factory
Breads - Label Cleaning
Breads - All About Yeast
Breads - Artisan Pizza
Breads - Tapping into Consumer Trends
Breads - Rye Revival
Cakes - Troubleshooting Icings and Glazes
Cakes - Stress-Free Cake Assembly
Cakes - Seasons of Change
Cakes - Use Technology to Save Time and Make Money
Decorator Training
Cakes - Flower Power
Cakes - Bak-klene® Makes Baking Easier and More Profitable
Cakes - Quick Decorating, More Profit
Cakes - Festejos Tres Leches Mocha Cake
Cakes - Sheet It Out
Sweet Goods - Gluten-Free Sweets
Sweet Goods - What You Might Not Know About Honey
Sweet Goods - Boosting Pie Profits Requires Trend, Ingredient and Equipment Evaluations
Sweet Goods - Simplify Your Life
Sweet Goods - Bakery Portioning
Sweet Goods - Hazelnut Nation
Sweet Goods - Latino Baking
Sweet Goods - Nutty Ideas for Gluten-Free Baking
Sweet Goods - Raisins for Health
Sweet Goods - Basics of Chocolate
Sweet Goods - Low-Calorie Options
Sweet Goods - Shortening for the Health Conscious
Showcase
Classifieds
Ad Index
bake - October 2012 - bake - October 2012
bake - October 2012 - 2
bake - October 2012 - Editor's Note - Retail bakery’s tipping point
bake - October 2012 - 4
bake - October 2012 - 5
bake - October 2012 - Contents
bake - October 2012 - 7
bake - October 2012 - Business - Baker's Percentage
bake - October 2012 - 9
bake - October 2012 - Business - Smile and Say Thank You
bake - October 2012 - 11
bake - October 2012 - Business - POS Systems
bake - October 2012 - 13
bake - October 2012 - Business - Efficient Decorators
bake - October 2012 - 15
bake - October 2012 - Business - Save Energy and Money
bake - October 2012 - 17
bake - October 2012 - Business - Reinventing Normal
bake - October 2012 - 19
bake - October 2012 - Business - Basics of Merchandising
bake - October 2012 - 21
bake - October 2012 - Breads - Rounding it Out
bake - October 2012 - 23
bake - October 2012 - Breads - An Extra Pair of Hands
bake - October 2012 - 25
bake - October 2012 - Breads - Bread Troubleshooting
bake - October 2012 - 27
bake - October 2012 - Breads - The Ideas Factory
bake - October 2012 - 29
bake - October 2012 - Breads - Label Cleaning
bake - October 2012 - 31
bake - October 2012 - Breads - All About Yeast
bake - October 2012 - 33
bake - October 2012 - Breads - Artisan Pizza
bake - October 2012 - Breads - Tapping into Consumer Trends
bake - October 2012 - 36
bake - October 2012 - 37
bake - October 2012 - Breads - Rye Revival
bake - October 2012 - 39
bake - October 2012 - Cakes - Troubleshooting Icings and Glazes
bake - October 2012 - 41
bake - October 2012 - Cakes - Stress-Free Cake Assembly
bake - October 2012 - 43
bake - October 2012 - Cakes - Seasons of Change
bake - October 2012 - 45
bake - October 2012 - Cakes - Use Technology to Save Time and Make Money
bake - October 2012 - Decorator Training
bake - October 2012 - 48
bake - October 2012 - 49
bake - October 2012 - Cakes - Flower Power
bake - October 2012 - 51
bake - October 2012 - Cakes - Bak-klene® Makes Baking Easier and More Profitable
bake - October 2012 - 53
bake - October 2012 - Cakes - Quick Decorating, More Profit
bake - October 2012 - 55
bake - October 2012 - Cakes - Festejos Tres Leches Mocha Cake
bake - October 2012 - 57
bake - October 2012 - Cakes - Sheet It Out
bake - October 2012 - 59
bake - October 2012 - Sweet Goods - Gluten-Free Sweets
bake - October 2012 - 61
bake - October 2012 - Sweet Goods - What You Might Not Know About Honey
bake - October 2012 - 63
bake - October 2012 - Sweet Goods - Boosting Pie Profits Requires Trend, Ingredient and Equipment Evaluations
bake - October 2012 - Sweet Goods - Simplify Your Life
bake - October 2012 - Sweet Goods - Bakery Portioning
bake - October 2012 - Sweet Goods - Latino Baking
bake - October 2012 - 68
bake - October 2012 - 69
bake - October 2012 - Sweet Goods - Nutty Ideas for Gluten-Free Baking
bake - October 2012 - 71
bake - October 2012 - Sweet Goods - Raisins for Health
bake - October 2012 - 73
bake - October 2012 - Sweet Goods - Basics of Chocolate
bake - October 2012 - 75
bake - October 2012 - Sweet Goods - Low-Calorie Options
bake - October 2012 - Sweet Goods - Shortening for the Health Conscious
bake - October 2012 - Showcase
bake - October 2012 - 79
bake - October 2012 - Classifieds
bake - October 2012 - 81
bake - October 2012 - Ad Index
bake - October 2012 - 83
bake - October 2012 - 84
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