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Running a bakery operation takes much more than just displaying the regulars like fresh bread and muffins. As an operator, you must think of what will lure your customers into your bakery and it has to be creative enough that they will be coming for years to come. Freshness is an obvious key factor and should not be overlooked. Nothing should go on the shelves that is older than a day unless it is reduced in price. Remember, as a bakery facility, you have that fresh baked aroma, which means an increase in impulse sales, so use it to your advantage. Much more thought and work must come into play if you want your bakery operation to be a huge success.

1.         Research rituals
It is important that you know your customer inside out, as you want to serve them as best as possible. Survey your current customers to see what they think of your bakery items. Ask them what they like and what they think you could do better. Are your items as fresh as they could be? Is your staff as friendly and helpful as they could be? It is also equally crucial to research the competition so that you are always one step ahead of them.

2.         If you build it, they will come
Yes, this is an old saying but nothing could be closer to the truth. Operators should build their bakery displays so customers can see them from across the facility. Use nothing but the freshest ingredients and food items in your display. Display bakery items such as bagels, baguettes, cookies and dessert bars using unique plates, dishes and rattan baskets. Use fresh fruits, fresh and dried flowers, in addition to ears of wheat and corn to add to your displays. Custom-design wood tilted racks to display breads, pies and Danish so your customers’ mouths will be watering from the minute they walk in the door. Do not forget to change your display every 10 days, and label each item so customers know what they are buying. Your display could be the best one on the block, but your customers will get bored of it if they see the same thing every time they enter your facility.

3.         Creating color eye-catchers
Color is one of the most important factors when dealing with bakery display. Because most of the colours in bakery items tend to be browns and beiges, it is necessary to pump up your operation with bright colours such as red, orange, or yellow, that will complement any bakery display you build.

4.         Have fun with cross-merchandising
Cross-merchandising is a unique way for you to get your point across. Whether your bakery is a sole operation, or it is located in a grocery facility, a lot can be done to merchandise and sell your bakery items with other relevant products.  When displaying specialty breads, do not be afraid to merchandise the ingredients as well. Display fresh herb breads near fresh herbs. Then cut up a few of the loaves so customers can capture the taste. Or, cross-merchandise bakery items with the deli and soup counters. Coffee is the next best thing to display with any bakery item – display beautiful packages of coffee next to your mouthwatering bakery items and they will by flying off the shelves. Also, try cream cheese and bagels, focaccia bread with balsamic vinegar and olive oil, or fruit and lemon cakes with whipped cream.

5.         Selling with signage
It is important to be clean, concise and to the point when designing the signage for your bakery operation. Make it as easy as possible for customers to purchase bakery items in your operation by providing proper signage. After all, the reason for putting up a sign in the first place is to inform your customers about your products so they will buy them! Signage can be displayed in all shapes and sizes and should be used accordingly. Use small chalkboard signs for muffins, cakes, cookies and bars and bigger signs for sectioned areas of your operation. If you insist on handwriting your signs, be sure to make them legible and graphically appealing.

6.         Lively lighting
Lighting is a very important role when it comes to bakery items. It should be an aspect you think of at all times when designing your bakery display because it helps to sell your products. Do not over- or under-light key areas of the facility. Lighting is meant to add life to your bakery products, while showing off the details of your products. Strive for a warm, comfortable environment that encourages sales. While you will not be asked to conceive and implement a lighting system, you will be asked to keep an eye on lighting systems to ensure cleanliness, accuracy of beam, and that burned out bulbs are identified and replaced immediately.

7.         Make it spotless
Cleanliness will help to ensure your customer will come back for more of your tasty bakery items. The last thing a customer wants to find is a dusty food counter or a spotty sneezeguard. This goes for three-tier displays, display racks, utensils, shelves and employee uniforms. Ensure your staff wears hairnets, hats and disposable gloves while handling bakery items. Post signage that lets customers know you are in control of your cleanliness.

8.         Keep them stocked up
Keeping an eye on your bakery stock is pertinent to running a bakery facility.  Make sure to have all the favourite bakery items in stock at all times, in addition to some new and improved items that are sure to knock your competitors off their feet. Feel free to try a variety of items, as your customers will get bored of the same bakery items over and over. Again, keep in mind your customer base. Ask them what they would like to see on your shelves everyday and be sure to follow their requests.

9.         Crucial customer service
Make it the goal of your bakery facility to offer the best possible service to your customers. It is important to train your staff to be the best they can be, while constantly selling and up-selling your products. Provide a script to follow so your staff is consistent with each sale made. This way, there will be a decreased risk of making mistakes. Hand out customer comment cards to get ideas on how you are doing. Sampling your bakery items also works as a customer service tool. If you make it easy for your customers to try your food, you will satisfy their cravings and close a sale a lot faster. Sampling also allows you to offer items you wish to add to your menu, but want to try out first. Provide bakery sample stations as soon as your customers walk in the door, at the counter or throughout your facility. You will see it in the customers’ eyes if your new bakery item will be a hit or miss.

10.     Promotions and contests
Promotions and contests are two of the biggest things you could do to get your customers bursting through the door. They help you build rapport with your customers, while providing them with extra value to your facility. Use national holidays for special promotion periods, or make one up of your own. A popular contest item is the business card draw. Keep a fish bowl at your bakery counter and ask people to drop in their business card for a chance to win a prize. Business card contests are great because they allow you to see who is coming into your facility, while getting the complete contact information to reach customers for future promotions. Hold a bake-off and encourage your customers to join to show off their secret recipes. Whatever your bakery promotions, be sure they fit your facility’s personality or your customers may get confused about your identity.

© 2001 Chiasson Consultants Inc. All rights reserved. Diane Chiasson, FCSI, president of Toronto-based Chiasson Consultants Inc., is a foodservice and retail merchandising and marketing specialist who has worked with high-profile independent restaurants, major hotel and restaurant chains, corporate cafeterias, coffee bars, casinos, clubs, hospitals, colleges and universities, in addition to supermarkets, convenience stores, specialty food and gift stores for the past 20 years.  You can call her at 416-926-1338 or 1-888-926-6655, fax her at 416-921-6994, contact her via e-mail at chiasson@interlog.com or visit her web site at www.chiassonconsultants.com.

3.      Tapas

Tapas are making their scene on the foodservice runway. Popular in Spain for some time, tapas are small, quick appetizer-like plates of food that were originally eaten with a drink at a bar. They can form an entire meal and can range from simple items such as olives or cubed ham to more elaborate preparations like cold omelettes, snails in a spicy sauce, stuffed peppers and miniature sandwiches.  They are gaining popularity as a trendy way to share food either as appetizers or combined to make a full meal.  The word tapas come from the Spanish verb “tapar” meaning to cover. Tapas can be eaten with as many fillings as your imagination can handle. They are quick, easy to make and are quite tasty.

4.      Three S’s: Soups, Sandwiches and Salads

Soup is not just for winter any more – people are enjoying it during other parts of the year as well. Soup is great for a quick and healthy meal, and is being offered on menus everywhere. Moreover, it is not just a hot item anymore – cold soup and dessert soup are being offered as new and exciting everyday meals!

Restaurateurs are taking the traditional sandwich and bringing it to a completely new level. They are taking the ingredients that people have always known and loved and are adding twists – reinventing sandwiches into forms that will provide greater perceived value for customers. Tons of vegetables, peppers, cheeses and spicy meats are stuffed enough to make a sandwich your only meal of the day. Assorted bakery items are big as well. Foodservice operations are adding cheese, spice and 12-grain breads to their bakery products to add to the flavour of everyone’s favourite sandwich.

Salads are also taking on a whole new look and taste. No longer are the days of using just one type of lettuce. Salads incorporate various greens such as escarole, arugula, Belgian endive, dandelion greens and radicchio for a range of delicious tastes.

5.      Regionalized Ethnic Foods

Flavourful ethnic foods are still on the rise in popularity – Latin, Indian, Asian, Eastern Europe and Mediterranean being the most popular in 2001. Consumers no longer want anything to do with bland, colourless food. They want healthy, tasty, spicy and hot food that will put their tongue in a twist. Food with flare adds a certain element to dining out than never before – ethnic food gives people a chance to try something different from their every day meals.

6. Espresso, Specialty Coffee Drinks and Tea 

Espresso, specialty coffee drinks and tea are more popular than ever, with tea taking a huge step forward thanks to its green and chai tea varieties. Meanwhile, coffee and tea bars continue to multiply, offering new and exciting beverages every day. These cafés even offer customers alternatives such as herbal teas, fresh fruit juices and smoothies.

Juice is the hippest beverage on the market these days and will continue to be popular in 2001. Fresh fruit juices and smoothies are delicious and can put a tangy twist for your palate. Today’s consumers are more aware of what they put into their bodies and juice is giving them the energy and nutrition they need. Juices have evolved from being your everyday orange to unique concoctions one would find in the produce section of a supermarket to the latest fruit juice bar down the street. Customers are also reaching out for fruit smoothies because they are filling and can substitute a breakfast or a mid-afternoon snack.

8. Steakhouses

Beef entrées and steakhouses have been popping up everywhere, proving to be very trendy and profitable. Consumers are no longer afraid to take the step towards beef and enjoy themselves with tasty grilled peppercorn selections that many foodservice operations have to offer.

9. Cafeteria Style

Cafeterias are gaining a new style and new business in the foodservice world.  Gone is the day of the steely, clinical, institutional cafeteria – cafeterias are becoming gourmet fresh food operations. In order to gain business from the multitude of competing restaurants, the cafeteria has had to create an appetizing environment.  Display cooking is increasingly popular, and elegant self-serve coffee bars are becoming the standard for cafeterias.  Customers will eventually expect this environment at every cafeteria.

10. Sampling

Would you buy a pair of shoes without trying them on?  How about a car without test-driving it?  People expect a trial before committing to certain items and food should be no exception.  Tasting plates are an important issue for the new customer.  They will not want to order anything without trying it first.  Your foodservice operation should be prepared to offer samples, even travel around the operation with samples for the customers to try.  Sampling adds value to an operation and allows operators to try new items they want to put on their menu.

©Copyright 2001 by Chiasson Consultants Inc.  All rights reserved.

No part of this article may be reproduced, stored in a retrieval system or transmitted by an electronic, mechanical, photocopying, recording means or otherwise, without written permission from Chiasson Consultants Inc.  No part of this article is to be used in a public or commercial application without written consent from Chiasson Consultants Inc.