Posted on Mon, May 14, 2012
Posted by Mike Ferretti
No. Of course the answer is depends but I am going with no. The nearby pie chart reflects a study one of my co-workers told us about recently. It was part of a presentation at our annual franchisee convention on what makes our best bakeries, well, our best bakeries.
I think this slide speaks volumes. To start with it is why email should never be the preferred method of communication for hard topics. If 93% of what the recipient “hears” is absent in email, you are asking for trouble. But, that has nothing to do with my thoughts on service.
This chart absolutely describes what makes awesome customer service over the top good. Anyone remember Keenan and Kel? “Welcome to the Good Burger. Home of the Good Burger. Can I help you please?” Very monotone but great for comedy. Not so good for customer service. Contrast that with what you get in a great Great Harvest. Smiles. Enthusiastic voice. Warmth in the greeting. A huge, fresh slice of the best warm bread.
Keenan and Kel got the words close. The thought wasn’t bad. The delivery was awful for anything but a sitcom. What makes service great is the other two pieces of the pie. Body language and tone of voice make all the difference in the world. The difference between good and comically bad.
To have a great bakery, you have to have great service. To have great service, you have to have great tone and delivery.
What is great service to you?
Posted on Thu, May 10, 2012
Posted by Scott Molyneaux
This is a fabulous time to be in the bread business, arguably the best in history. We have never had a more food-educated public in the United States than now and they are demanding hand crafted, wholesome products just like what we produce at Great Harvest. Artisan baking is seemingly everywhere these days, gracing the covers of two of the best known food publications that appeared in my mailbox this month. The Saveur Magazine article, entitled “American Bread” states “the artisan bread movement has changed the course of baking in this country,” and speaks of bread epiphanies and of an “almost mystical revelation that bread could be this good.” It even talks about a couple of “innovative” bakeries that are installing stone mills on site for fresher flour. Great Harvest has had fresh ground whole wheat flour from on-site mills at every bakery for over thirty years. Couple this with the rediscovered appreciation and growing popular opinion towards the power of a diet based on whole grains and we have a winning combination propelling us to the next level of sales and customer satisfaction. Excited for the future? You bet I am!
Do you remember your first slice of hot Great Harvest Bread off a breadboard, slathered in dripping butter and drizzled with honey? I do. It was a religious experience that eventually led me to Dillon, MT where I now create new varieties of this addictive bread and teach future owners how to make perfect loaves of the best bread on earth. What a privilege and an honor. I recently had the pleasure of spending some time with Pete Wakeman, the man who founded Great Harvest along with his wife Laura in 1976. This is a guy who was intensely dedicated to great product and it was fascinating to hear of the old days when people were first rediscovering amazing hand-crafted loaves of whole wheat bread after decades of white industrialized fluff. I believe we are in just such a scenario once again. Artisan bread has come full circle and the appreciation of whole grain eating has reached new heights – even greater now than in the 1970’s.
With almost 600 million acres dedicated to planting it worldwide, wheat is the number one source for human nutrition on the planet. It has helped build civilizations since the Neolithic period around 9,000 BC – with good reason. It is a nutritional powerhouse, supplying very efficient sources of carbohydrates and protein and different breeds of it will grow almost anywhere from the arctic to the equator.
Bread is amazing on its own, but in many cultures around the world it also acts as a primary source of nourishment with the protein and or sauce treated more like a condiment. It has been this way for thousands of years. Bread is magic. Bread is a vehicle, bread works like a sponge, bread is a utensil and it is a handle. It goes with absolutely everything! This is the secret to our business – people love bread and they love what they can do with bread. I have always been a huge lover of bread. In my family, bread has always accompanied every meal as faithfully as a glass of ice water. For breakfast it appears as toast alongside eggs or cereal, for lunch we eat it as a sandwich or alongside a salad and it is on the table at dinner every night. Growing up in our house with a family of six, when the meat ran out my two brothers and I – all teenagers at the same time – would pour extra gravy all over slices of bread on our plates in order to fill up. To this day, one of my favorite things about bread is sopping up whatever delectable liquid is left on my plate at the end of a meal.
At its core, bread is one of the simplest foods on earth, made from five simple ingredients that utilize the miracles of biology and chemistry to produce an incredibly comforting, versatile product. At its core, our business is one of the simplest on earth. We make amazing artisan bread, we offer it hot to customers, and we get to see the smile on their faces as they become addicted breadheads. What a great time to be in the bread business.
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Posted on Mon, May 07, 2012
Posted by Bonnie Harry
The food market today is incredibly competitive. There are more “one stop, buy all you need” stores popping up. Convenience is a big deal in our busy lives. In order to do well, specialty stores have to be over the top in appeal to get customers to make the extra stop.
Great Harvest owners have discovered that if they make the best whole wheat bread available, provide exceptional customer service, and provide a great atmosphere that lifts the spirits, they can indeed lure people out of their “one-stop” shopping patterns to become regular customers.
Time is important to all of us. And it seems to be more precious every day. So when we shop for food for our families, we want something that’s tasty as well as good for us. Great tasting whole wheat bread baked from scratch with fresh milled flour fits the bill for delicious and nutritious.
We all seem to deal with stresses these days and being able to slow down for just a few minutes, have our souls soothed with warm ambiance, great music, smiles and genuine human interaction brings an additional bonus to the experience. Not only are we getting great food, we’re having fun doing it, and getting our souls nourished in the process. It’s worth the stop. I’ve actually heard customers say, “Going to Great Harvest feeds my soul.”
It’s not an easy thing to do, create great product, over the top service and great store ambiance, every day. When it happens, it feels like magic and seems effortless from outside observers. From the inside, it requires being engaged in the business, hiring the right people, mentoring them well, and creating a great environment, the visual ambiance as well as the “vibes”.
Can you tell us about an experience you’ve had at your neighborhood Great Harvest?
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Posted on Thu, May 03, 2012
Posted by Melissa Seith, RD, LD
Continuing on with the theme of my last blog post about sodium, increasing your magnesium, potassium, and calcium intake (whole grains can help) while lowering your overall sodium consumption can have you on your way to preserving your health. Follow these tips below to reduce sodium in your diet:
- Go fresh with your veggies! If you go with canned veggies you are getting added sodium. Rinsing canned vegetables can reduce sodium content up to 45% but this will also wash away some of the nutrients. Instead go fresh and try steaming to preserve most of the nutrients.
- Use herbs to get full flavor, not salt! Crush dry leaf herbs to get an even more robust flavor with none of the sodium.
- Instead of using garlic salt make your own with garlic powder and just a touch of salt or add pepper instead for an extra kick.
- Cook at home! This way you can see and control what exactly is going into your meal…nothing will be hidden there.
- Avoid the sauces. These are often times packed with sodium, yikes! Make your own using herbed vinegars or olive oil to add as flavorings.
- Limit deli meats, dried foods, or canned foods as sodium is used to preserve and prepare these items.
- Stay away from packaged shelf stable items. These are usually shelf stable because of the preservative qualities of salt.
- If sprinkling on food, use sea salt or kosher salt. Although they have the same sodium content ounce for ounce when compared to regular salt, the granules are larger and less can fit in a teaspoon. This makes it easier to control the amount you are adding to your food.
- When going out to eat, ask for dressings or sauces on the sides. This way you can monitor how much you’re adding and gives you control over calories and sodium all at the same time.
- Lay off of the condiments such as mustards, tartar sauce, ketchup, or soy sauce. Adorn your burger, chicken sandwich, or whatever it is you are eating you freshly sliced onions, tomatoes, lettuce, or pepper instead! You will get nothing but added nutrients and flavor while still controlling sodium content.
Posted on Mon, Apr 30, 2012
Posted by Mike Ferretti
Simple for the customer. In a market as mature as bakeries, the barriers to entry aren’t real high. To be great you have to be different. And better. To be better you have to take care of your customers.
I know that is all obvious but the execution is not. When you are baking fresh from scratch by hand every day, which should be the starting point for any great bakery, communicating what you have for sale and when is no easy task.
To fix the problem, I think the key is put ourselves in the shoes of a customer. I travel the country visiting bakeries of all shapes, sizes and kinds. I'm still searching for the perfect solution and it's hard to find. But the bakeries that come closest are the ones that have the strongest commitment to making it easy for their customers.
Over and over again I ask, and I am mainly talking about competitor bakeries, how do you do this and when I get an answer of “don’t worry. Customers figure it out,” I know I am in business with either a limited up side or short life span. Sure, some customers figure everything out. But for each one that does, there are many, many more that just don’t come back.
If you operate in a business that has a universally complex issue, the one that makes it easiest for the customer is the one most likely to be great and not just good. Do I know the answer to this? No. Am I all over figuring it out? You bet!
And I'd love your help. How do you think a bakery should tell you that certain breads are only available on certain days and out of the oven after a specific time?
Posted on Thu, Apr 26, 2012
Posted by Scott Molyneaux
As the weather warms up I start to really think of evenings out in the backyard with the grill fired up and friends and family gathered around. Appetizers and beverages are the key to my guest’s experience and this one fits the bill perfectly. Paired with 
Great Harvest bread hot and crispy right off the grill, this simple recipe is fantastic as a summer appetizer when tomatoes are at their peak or a great way to add life to tomatoes that need a little help.
We love to serve this out on the deck while the steaks are sizzling on the grill. The classic combination of sweet and tart tomatoes, basil, and creamy goat’s cheese is one of the biggest crowd pleasers there is. The slight pop you get from the lemon zest really makes the tomatoes sing. If you do not have access to a grill, the bread can be nicely browned in a skillet with just a touch of olive oil.
Everyone who has tried this dish has absolutely loved it. Let me know what you think!
Serves 4 as an appetizer
Total time: 25 minutes Active Time: 25 minutes
Ingredients
1 tablespoon + 2 tablespoons extra virgin olive oil
3 cloves of garlic, sliced very thin
4 large ripe tomatoes
1 teaspoon grated lemon zest
1 6-ounce package fresh goat cheese, crumbled slightly
½ cup torn fresh basil leaves
4 large basil leaves, rolled and cut into thin strips
Kosher salt and freshly ground black pepper
8 slices of 1-inch thick Great Harvest Bread, such as Dakota, Nine Grain, Sunflower or Honey Whole Wheat
Method
Preheat barbecue grill to medium-high heat.
- To peel the tomatoes: Using a small paring knife, make an “X” through the skin at the base of the tomato. Using the paring knife or a small scoop or melon baller, remove the core from the opposite end. Prepare a medium bowl with ice water. In medium pot of boiling water, blanch the tomatoes for approximately 20 seconds until the skin just begins to come off. Using tongs, immediately plunge the tomatoes into the ice bath. Once cool, carefully remove skin.
- Cut the tomatoes into finger-width even wedges and reserve.
- Brush bread slices with olive oil and sprinkle with salt and pepper.
- Preheat a large sauté pan to medium heat. Add the remaining two tablespoons of olive oil and the slivered garlic. Lightly toast the garlic until it just begins to brown around the edges. Add lemon zest and tomatoes. Season with salt and pepper, and sauté until tomatoes begin to soften and just start to lose their shape.
- Add the goat cheese and fresh basil. Toss lightly, being sure to leave small chunks of goat cheese. Place into a serving dish and top with the remaining basil strips.
- Grill bread lightly on both sides and serve alongside tomato mixture. The slices of bread can be cut into 2-3 smaller pieces for serving.
Posted on Sun, Apr 22, 2012
Posted by Debbie Huber
Celebrate Earth Day by talking with your family about where food comes from and the importance of sustainable living. Great Harvest bakers in Salt Lake City created this video that captures the concept of farm-to-table for a loaf of whole wheat bread. Enjoy!
What Earth Day activities do you recommend?
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Posted on Thu, Apr 19, 2012
Posted by Melissa Seith, RD, LD
With so many foods containing sodium and salt being one of America’s favorite flavorings it can be hard to figure out how to reduce sodium while maintaining quality. Salt is not a bad thing itself if the amount consumed is controlled. In fact, salt can be found naturally in foods such as milk, meat, shellfish, and even in small amounts in vegetables such as celery.
In all actuality, sodium plays a very integral part in muscle function, sending out nerve impulses, as well as maintaining proper fluid balance and blood pressure. The kidneys maintain a proper balance of sodium in your body by excreting any excess amounts you may have consumed in your urine. If the kidneys aren’t functioning as they should, the excess sodium enters into the blood stream and draws in fluid, resulting in increases in blood pressure. Some people are also, unfortunately, sensitive to sodium which makes them more likely to hold on to the sodium in their body, which results in fluid retention and high blood pressure as well.
On average, Americans consume 3,300 mg of sodium per day and about 90% of Americans are consuming too much. The majority of this sodium is not coming from the shaker either; it is coming from packaged foods and restaurants. For healthy individuals it is recommended that less than 2,300 mg of sodium is consumed. For those above the age of 51, African Americans, and those with or at a high risk of cardiovascular disease or hypertension keeping the sodium below 1,500 mg is recommended.
Salt isn’t the only thing that should be regulated though. It is also important to make sure you are consuming enough potassium, magnesium and calcium as increases in these minerals have 
been shown to lower blood pressure and may play a role in preventing hypertension and cardiovascular disease. You can find potassium in a variety of meats, milk, fruits, and vegetables. Natural sources of magnesium include whole grains, legumes, nuts, and vegetables and calcium can be found in dairy products, fortified orange juice, kale, and even canned fish.
In my next post, I'll share 10 tips for reducing your sodium intake.
References:
Am J Hypertens. 2002 Aug;15(8):691-6.The effect of magnesium supplementation on blood pressure: a meta-analysis of randomized clinical trials. Jee SH, Miller ER 3rd, Guallar E, Singh VK, Appel LJ, Klag MJ.
Centers for Disease Control and Prevention (CDC). Usual sodium intakes compared with current dietary guidelines- United States, 2005-2008. MMWR Morb Mortal Wkly Rep. 2011 Oct 21; 60 (41)1413-7.
Salt shaker photo credit: Carlos Porto / FreeDigitalPhotos.net
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Posted on Mon, Apr 16, 2012
Posted by Mike Ferretti
Yes, Great Harvest is a business that offers healthy products but I can, and will, take that title in a bunch of different directions.
To be successful in life you need to find a profession that is also a passion. Great Harvest has been that for most of us in the business. We are fortunate enough to be able to talk about health on many levels.
Our product is healthy. Our environment is healthy. Our vision and mission are healthy. Our lifestyle is healthy. And, each of those is important for success.
We talk about how healthy our product is a lot and it is. Our menu is whole grain centric based on fresh milled breads made from scratch by hand every day.
The Great Harvest family is an amazing group. The sharing and camaraderie of this group is unlike any I have ever been a part of. Stories of neighbors baking for others during times of crisis are the norm (the kindness is the norm, not the crisis) rather than the exception. I have no doubt that at any point when any of us is in need, the rest are there for us.
Our Mission Statement is the things legends are made of but our corporate vision is less well known because we don’t talk about it much. We just live it. The vision is “Baking a difference in every town. Every day.” Like our mission statement, it is meaningful and with a purpose. In every market in which we operate we want to make someone smile. And we want to do it every day.
Finally, and realistically, what we do is a lifestyle choice. Most of us have options but we choose to do what we do because we like it. We like where we do it or we like who we are with or we like, actually love, the fact that we make something that is good and good for us. Or we like all of those things. But the fact is that we do what we do by choice, not by accident. And we love it.
How many of us get to say, and mean, we love what we do and who we do it with? Answering yes to that question is the ultimate healthy career path.
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Posted on Tue, Apr 10, 2012
Posted by Kayla Conner
There’s something special to be said for a job where you make a product that inspires so much passion you can’t leave it behind. Just ask Holly and Jay VanDuzer. These two former employees of the Greensboro, NC Great Harvest left their jobs making whole wheat bread to move to California when Holly joined the Air Force. And they took their passion with them – all the way across the country, stopping to breathe in the bakery air at as many independently owned Great Harvests as they could manage along the way.
They started out seeing family in Rochester, NY where Holly bought whole wheat bread for her Grandmother. Then, they hit the road. While many of us would have mapped out the most direct route, these two made plans around Great Harvest Bread franchise locations and visited stores in Illinois, Nebraska, Colorado, Utah and Nevada to name a few.
Jay said he’d lived most of his life in Maryland. Having never left the east coast, the long road trip was exciting. He had worked in every area of the Greensboro bakery and loved to taste everything they made so he could really talk to customers about each product. He says “making something from scratch with your own hands is a real source of pride.” Visiting so many other stores in the Great Harvest bakery franchise family, he said he felt like a “not so cynical food critic” taking in all the nuances of each location. For him, a lot of the fun was talking to other bakers and seeing the different techniques they used.
Their favorite local GH small businesses were the ones where the bakery owners were right in the thick of things – working alongside the employees, talking with customers, or at the kneading table with their hands in the dough. And while Greensboro will always be #1 in their hearts, two other bakeries made the top of the list as well…Evanston, IL and Salt Lake City, UT.
Holly described Evanston, IL as a “Great Harvest Utopia!” They walked into the bakery during the heart of production and everybody was enjoying a rainy morning with Johnny Cash playing overhead. The biggest variety of scones she’d ever seen was displayed beautifully at the counter and the bright orange oven was loaded. Dave Schaps, the owner, came over and greeted them right away while they were snapping pictures. Shortly after they got there, Cheddar Garlic came out of the oven and Dave plopped a steaming loaf on the Breadboard and joined them in devouring slices. He sent them on their way with a hot loaf of Chocolate Babka and Holly laughs about getting melted chocolate all over the car!
All the owners they met were really welcoming, but they said Tom Cordova and the gang in Salt Lake City really stood out. Jay said, “When we walked into the bakery, everyone from the counter folks up front to the bakers in the back yelled ‘hello’…and that was before they even knew we were from another Great Harvest!” The staff was awesome and Tom took them outside for a close up view of the windmill he’d just finished building with his own hands.
For Holly and Jay, it is about more than just the great people and products…what they truly love are the Great Harvest philosophies and values that get shared. Holly said, “The bakeries are the same in that everyone is friendly, they give generously to customers and their communities, bake with fresh ground flour and all that…but with the freedom franchise, every owner adds their own twist. That’s what gives each bakery its own unique personality.”
Shelia Barth, owner of the Greensboro bakery says, “It’s always so hard to let ‘the kids’ go. They were my dynamic duo! They are so passionate about Great Harvest…real Breadheads!”
Holly and Jay have just arrived in Yuba City, CA where they’ll be stationed at Beale Air Force base. And of course, they’ve already found the Yuba City location of Great Harvest. No doubt, they’ll head back east at some point. And, thanks to all those stops they made on their way west, there should be plenty of breadcrumbs on the trail that they can follow to find their way home.
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