Goodwin & Associates Blog
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Now Hiring!
Goodwin & Associates Hospitality Services is seeking top performing Account Executives. Our company is comprised of several divisions including management recruiting, Goodwin Hospitality Mystery Shopper Program and Customer Prophet.com. We are experiencing tremendous year over year growth and looking for skilled, self-motivated sales representatives to join our expanding team. Goodwin & Associates is looking for people who want to be part of a growing company, allowing for career advancement. We offer detailed training, continued support, and various resources for organization and accountability.
Account Executive Responsibilities Include:
- Proactively and aggressively cold-calling management level decision makers to sell a variety of services including mystery shopping, hospitality management recruiting, guest satisfaction surveys, employee feedback programs, and more
- Account management to retain clients and secure additional business
This independent contractor role may be a full-time or part-time commitment based in your own home office. Compensation is earned mainly through commission with a small base pay. There is unlimited earning potential.
Account Executive Experience Required:
- Minimum of 1 year of relevant inside sales experience
- Ability to work in a home office environment
- Exceptional speaking, writing, and negotiation skills
- Energetic and entrepreneurial attitude
- Driven and dedicated approach
Please contact Christy at Cketz@goodwin-associates.com if you are interested.
Top Food Safety Stories of 2011
Food Safety Update, provided by our Partner “Sherwin Food Safety”
Top Food Safety Stories of 2011
According the Food Safety News, these are the top food safety stories during 2011:
1. E.coli outbreak in Europe killed at least 50 and made more than 4,000 people ill after eating contaminated sprouts.
2. Outbreak of Listeriosis linked to cantaloupes from a Colorado farm killed at least 30 people. This was significant because the farm had passed inspections from a third party auditor.
3. Four outbreaks of antibiotic resistant Salmonella linked to turkey burgers, ground turkey, and kosher chicken livers were significant because the illness could not be successfully treated with common antibiotics.
4. Del Monte vs. US FDA questioned the science used to prove contamination of fresh fruits and vegetables.
5. Unsanitary conditions at eggs farms led to the recall of over 500 million whole shell eggs due to unsanitary conditions at farms where eggs are produced, including: uncollected manure, standing water, rodents, flies, and other vermin contaminating the facilities.
6. Investigations of imported honey found that over 75% of samples from retail grocery stores were not pure.
7. The Food Safety Modernization Act created implementation teams for preventative controls, inspection, compliance, federal-state coordination, consumer nutrition information, and more.
8. Deregulation to exempt local food producers from federal oversight is intended to benefit unlicensed, uninspected cottage food producers selling fresh fruits and vegetables, baked goods, raw milk, and other products sold at roadside stands, farmers markets, festivals, carnivals, and other events.
The above deregulation is controversial, especially the sale of raw milk and raw milk products which have resulted in hundreds of people becoming ill from campylobacter and other pathogens not destroyed during pasteurization.
Massachusetts Allergen Awareness Regulation
Many local health departments require at least one certified food protection manager be working in all food-service facilities. Massachusetts also requires that managers receive additional certification that they have received specific training about food allergies. The regulation adds that food service establishments must place an employee-training poster listing guidelines on food allergens (available here) in a work area frequented by all staff.
Food establishments “that cook, prepare, or serve food intended for immediate consumption either on or off the premises” must post the following statement on their menus:
“Before placing your order, please inform your server if a person in your party has a food allergy.”
In addition to food allergen training, Sherwin Food Safety can help you identify all the food allergens in your recipes and even uncover allergens that may be in the ingredients you buy from suppliers. This information may be provided for your consumers, along with other nutritional contents, on printed lists, menu boards and websites. For additional safety, we can also clearly list each food allergen on FDA compliant Nutrition Facts labels which can be placed on your take-out food items.
Nutrition Facts Required on Packaged Meats
Starting this month, Nutrition Facts labels will be required for packaged single-ingredient meats and poultry. Until now, the labels were only required for meats with multiple ingredients such as stuffed chicken breasts or flavored meats such as teriyaki pork chops. Now, the rules also apply to certain whole meat items like roasts and steaks.
The new USDA-FSIS rule requires that ground meat labels state the total amount of fat-to-lean meat. For example, if a package claims to be 90% lean beef, then it must also state that the ground beef contains 10% fat. In addition to stating the amount of total fat, cholesterol, and saturated fat, the labels must list the amount of calories for a normal serving.
Small businesses that grind and cut their own meat will be exempt, as long as they provide the fat-to-lean meat information.
Consumers expect nutrition and ingredient labels on prepackaged food items like single-service sandwiches and salads displayed for grab-and-go service. Many restaurants and other food retailers are responding to increasing consumer requests by providing Nutrition Facts labels on all of their take-out food items. The labels also provide critical information on potential allergens.
Sherwin Food Safety can produce accurate, photo-ready and FDA compliant, Nutrition Facts labels for all of your own delicious recipes. In addition to labels, we can also provide a complete nutrition analysis of your entire menu.
FDA Rule Relaxed on Frozen Food Storage
Previously, the FDA recommended storing raw frozen poultry, meat and seafood items below ready-to-eat food. Now commercially processed and packaged frozen raw meat, poultry and seafood can be stored with and above ready-to-eat foods such as pre-cooked fish.
But take note; the rules have not been changed for the proper storage of refrigerated raw and ready-to-eat foods.
For all your Food Safety needs; we are here to help!
Please contact us at Cketz@Goodwin-Assocites.com to learn more.
New Technology at Goodwin & Associates
Have you heard about the new QRC (Quick Response Code) trend? I am sure you see the little boxes popping up everywhere now. If you have a Smartphone you can download an app to scan these QR codes which will bring up a website. The QR Codes were actually invented by Toyota in the early 90’s to track cars during manufacturing and were originally designed so that data could be decoded very fast. Here at Goodwin and Associates we use the QR Codes for Surveys. Our clients can put them on pizza boxes, receipts, the doors of the establishment, etc… Once the code is scanned, it will take the Smartphone user to a website and allow them to complete an online survey about their experience. Next time you see a QR Code, scan it and see where it takes you.
If you would like additional information on QR Codes send a quick e-mail to Cketz@goodwin-associates.com or call 603-223-0303 ext 163.
Ben & Jerry’s Franchisees Serve Up Benevolence in the Bahamas Social Mission Outreach Always a Priority for Scoop Shop Owners
NASSAU, Bahamas, Jan 27, 2012 (BUSINESS WIRE) — At first glance, the cleanup effort had absolutely nothing to do with ice cream. The hot Nassau sun beat down on the hundreds of volunteers. The sweat, soil and a few bruises did nothing to dissuade the blue-shirt clad workers’ support for the global community. In the end, it was just business as usual for a day in the life of a Ben & Jerry’s Scoop Shop owner.
Keeping true to the company’s social mission and the belief that there’s more to business than the bottom line, over 200 Ben & Jerry’s franchisees, managers, staff and friends gathered on Friday to help rehabilitate two separate underserved recreational areas for children while in the Bahamas for their annual Global Franchise Meeting.
Working with the U.S. Embassy to coordinate logistics, Ben & Jerry’s chose two project locations: Father Marshall Cooper Park, a popular but run-down commons, and the Woodcock Primary School, a public institution that serves over 400 children which previously had no playground equipment.
Waist-high students gathered and watched in anticipation — the boys with crisp dress shirts and ties, the girls in pleated skirts — as the school was repainted and refurbished. All eyes watched eagerly for the final completion of the playground. The celebration kicked off with a community ice cream party hosted by company cofounder Jerry Greenfield and ended with a crescendo via a Junkanoo performance by the Woodcock Primary School.
“This activity is as good for us as a company, as it is for those we help out,” said Greenfield who seemed comfortable in the chaos of school kids screaming and bouncing happily on the new hallowed playground. “Businesses not only have the opportunity, but — we believe — the responsibility to give back to their communities. Our franchisees make this happen every day in their communities, too.” Greenfield praised the U.S. Embassy for helping make the project possible working hand in hand with Ben & Jerry’s planners.
The group working at Father Marshall Cooper Park focused on picking up trash, repairing and painting old playground equipment, spreading sand in the play areas, and painting a perimeter wall and doing some neighborhood clean-up.
Similarly, the group working at Woodcock Primary School spread sand, landscaped, gave several spaces a fresh coat of paint, and installed new playground equipment donated by Ben & Jerry’s and the Atlantis Paradise Island Resort.
The staff returned to the Atlantis Paradise Island Resort to discuss the newest 2012 flavors, marketing, and social mission programs, as well as to award those best in class performers of 2011.
Goodwin & Associates Hospitality Services (GAHS) is a proud partner of Ben and Jerry’s Franchisees providing mystery shopping and management recruitment programs. GAHS is proud to have participated in the Ben & Jerry’s 2012 Global Franchise Meeting in the Bahamas.
If you’d like your company to be among our many success stories, please contact us to see what GAHS can do for your company. Contact Brian Calderone, Director of Sales at 603-223-0303 x132 or bcalderone@goodwin-associates.com
Guest Survey’s (Online Comment Cards) From Goodwin & Associates Hospitality Services
Guest Surveys (Online Comment Cards)
• Cost effective and efficient way to collect guest feedback
• Easily identify trends with cumulative data and custom graphs
• Generate repeat business
• Decrease costs – no more printing, shipping, or data entry
• Cost certainty by limiting the amount of surveys received
• No hidden fees – no charges for set-up, revisions, or maintenance
Most business owners understand the importance and value of collecting feedback from their customers. Traditionally, this information has been collected with printed comment cards that are filled out by the customers. Restaurants place these comment cards on table tops or inside the check presenter, while hotels place these comment cards in every hotel room. This method of collecting feedback can be very expensive with many costs including printing the comment cards, shipping the cards to every location, paying for the return postage, and paying an employee to manually enter all of the data so that it can be analyzed and reviewed. The response rate on these comment cards is traditionally very low and the responses that are received are normally only from friends of employees, very happy customers, or very dissatisfied customers. The integrity of this information is also compromised, as cards with complaints are often intercepted before ever reaching management.
We can now use modern technology to offer “online comment cards” or guest surveys as an extremely cost effective and efficient way to collect guest feedback, identify trends, and generate repeat business. Collecting this feedback online eliminates all of your current costs associates with printing, shipping, and data entry. We provide you with a dedicated web address with your company’s name included at no cost. You can then print that web address on the bottom of your receipts offering your guests an incentive if they complete a quick survey. When the guest goes home and types in the web address, they will be shown the same questions that are currently on your comment cards, which they easily answer online. The questions and methods of scoring are fully customizable to meet the needs of your business. The survey only takes one or two minutes and the guest does not need to login to an online account to complete the survey. Once the online survey is submitted, a coupon is displayed for the guest offering them 10% of their next meal, a free appetizer, etc. This coupon helps to generate repeat business, which will be substantially more money than the cost of the survey. You are actually able to make money through repeat business, cut costs associated with traditional comment cards, and collect valuable guest feedback all at the same time!
We make it very easy for you to get started with a guest survey program. We work with you to customize the questions to meet the unique needs of your business. There are no set-up costs, maintenance fees, or hidden expenses. You only pay for the completed surveys that you receive each month! You even have the ability to limit the number of surveys you receive for each location within a certain time frame to provide your budget with cost certainty. All of the data from your surveys is stored online and presented to you in the way that you want to see it. Our system presents you with graphs so you can easily identify trends within the cumulative data. Contact us today to get started with a program so you too can save money, generate repeat business, and collect valuable guest feedback.
Brian Calderone
Division Director – Mystery Shopping, Exit Interviews, Surveys, & Diversity Initiatives
Goodwin & Associates Hospitality Services
P: 603-223-0303 x132 | F: 603-218-6451
bcalderone@goodwin-associates.com
91A North State Street, Concord, NH 03301
http://www.Goodwin-Associates.com | http://www.MysteryShopperProgram.com | http://www.Exit-Interviews.net | http://www.DiversityInHospitality.com | http://www.WomenInHospitality.com
Client Spotlight: Pret A Manger
Pret A Manger is headquartered in London, where they opened their first store in 1986. With a kitchen in every store, Pret creates handmade, natural, preservative-free ingredients prepared fresh from scratch every day. Pret A Manger means “Ready To Eat” in name and concept. It is fresh, convenient food – fast.
With an established base in the UK, Pret is now aggressively expanding into the US, with 10 new stores opening within just the past year in New York City, Chicago, and Washington DC. Pret is a privately held company and now has over 250 store locations in the UK, Hong Kong, New York, Washington DC and Chicago. 41 of those stores are located in the US, with the majority (32) in New York City.
Goodwin & Associates is proud to partner with Pret during this expansion by providing mystery shopping and management recruiting services to all US stores. To learn how your company can benefit from our services, please contact Brian Calderone at bcalderone@goodwin-associates.com or 603-223-0303 x132.
Effortless Marketing
Get New Customers in Your Door!
You’ve all heard how Mystery Shopping can help promote a positive culture within your company and help identify how your locations are performing, but how about the influence they have from a marketing standpoint?
Mystery Shops are not just a training tool any longer. They’re an effective way of introducing new business to your locations. Each shopper is a potential long-term customer, and shopper programs introduce brand new customers (shoppers) to your business every month.
Consider this scenario; a shopper is introduced to your business by accepting an available shop in their area. They’ve never been to your location since it was halfway across town. They are pleasantly surprised with their experience and excited to come back. A long-term customer is created. They share their experience with family and friends, and introduce even more new customers to your business!
Another scenario; A shopper accepts a shop at your business. They were a customer of yours in the past, but haven’t been back since they had a poor experience 5 years ago. They complete the shop and are surprised at the level of service, cleanliness, offerings, etc. Because of the shop, you were able to win a customer back!
Or this scenario; a shopper accepts a shop which reimburses expenses for 1 person. The shopper is aware of this, but chooses to bring their family of 5 along with them. The shop reimburses $15, but they easily spend $50 at your location. These extra dollars equal more money going into your top line sales! The shopper could actually be spending more money into your business than you are spending for the shop, resulting in you making money with the program!
If you’re currently utilizing our shopper program, give us a call to see what our shoppers are spending into your business, compared with what you’re spending on the program. We know you’ll love the results! Or, if you’re not utilizing our shopper program, give us a call to see how we can start introducing more customers (and sales dollars) to your business today. 603.223.0303 x150 or jbattershell@goodwin-associates.com
2012 Menu Trends for Quick Service
With the turning of the year, many operators have fresh ideas and new initiatives they are rolling out to stay ahead of the competition and keep guests coming back. One of the areas that often affects guests most directly is the food that is served so here are a few expected menu trends for the coming year.
According to research compiled by Mintel Menu Insights, five of the biggest menu trends for 2012 include: “American regionalism, double-sided menus, consumer control, slow it down, and importing ideas.” Mintel states that their trends are predicted based on research done that the consumer level, areas other industries are shifting towards, and current movement within the restaurant industry.
American regionalism is described as embracing favorite cuisines of various regions around the country. People are expected to look for what is famous, well known, or recognized as the best when dining in a particular area. Double-sided menus means an expectation for more choices, including a fair representation of healthy options side by side the standard restaurant offerings. People are looking for more variety when dining out; a response to this trend will enable a restaurant to appeal to a wide array of people and allow a party with varying preferences to all have something to enjoy. Consumer control refers to options. People will be looking to customize their orders and have the ability to be in charge of what they choose to eat. While many consumers have been trading to quick service and fast casual, they will be looking for restaurants to slow it down in the coming year. While they appreciate the consistency and speed, people will be looking to get a sense that food was prepared with care just for them. There is an expectation to see an increase in descriptions referring to items being home style or hand prepared. Lastly, importing ideas will not necessarily mean a shift to global cuisine, but picking up on ideas that have taken off in other areas of the world that could translate well to what American consumers are looking for. While this trend may be harder to pinpoint, it’s a macro view approach that companies with forward thinkers could really embrace.
In the coming months there will surely be many more trends revealed for varying segments, but for those looking to get a jump on what’s expected, we hope these ideas may be helpful. http://www.qsrmagazine.com/news/five-menu-trends-2012?utm_source=jolt&utm_medium=email&utm_campaign=20111216µsite=9342
Taking Questions to the Interview
Every interviewer has the magic moment in the interview when they turn the tables and ask “what questions do you have for me?” Don’t be fooled, this is a test, so don’t respond that you don’t have any. The interviewer is curious to see what research you’ve done, how seriously you’re taking the interview, and what kind of preparation you’ve done. Show up with a typed or hand written list of questions you want to learn about.
When you do get a chance to ask questions, there are a few areas you should not ask about in the first interview. We recommend avoiding asking questions about compensation, work schedule, benefits, bonus, etc. This is a great opportunity for you to learn more about the company culture and opportunity to ensure it’s a great match as opposed to just looking for the money. Focus on questions that will educate you on the company’s growth plans, training, career path, management turnover, etc. Also ask the person interviewing you why they like working for the company. This will surely get you an honest response and give you a more personal insight along with building better rapport with the interviewer.
Interview Tip- Preparation
The key to preparing for an interview is being able to answer the question “Why do you want to work for us?” If a company doesn’t sense a genuine interest level, they are not likely to feel you are a good fit. The best recommendation to knock this interview question out of the park is to do your RESEARCH. This begins with scouring their website for details – look at the info they offer to describe their company, their culture and mission, their career offerings, and even their management team. If they offer stock information as a publicly traded company, do research on their stock performance over the last year. Search for restaurant reviews online to see what their guests think. In addition, the best source of research is to do an actual visit to the restaurant and dine there. There is no better way than a firsthand experience to help you learn as much as you can, sometimes even seeing the person you will be interviewing with you in action.
When you do a restaurant visit, go to the interview prepared to discuss your observations. Always start by offering the positive feedback – what did you notice that you were impressed by and would make you want to work there. It is then appropriate to offer a concern or opportunity you observed based on having a critical eye. Pick the one area that you think may affect the operation or guest the most and highlight your observation, why you think it is an area of concern, and then offer a time you overcame a similar obstacle so that the hiring manager gets a sense you are a solution oriented manager.
