chapter one - a chance introduction

I was on the downturn of excitement in my latest project. My bakery, French Twist, had been a great success for years and we had gotten through all the bumps of opening a second location across town. I liked to stick around these new locations for a few months after opening to make sure enough staff was hired and properly trained and all records were managed correctly.

During our first round of interviews, I saw Kristen. She was not anything spectacular. She was a bit on the tall side, of average build, with mousy brown hair. She was cute by any account, very young, but what drew me to her was how much of a people pleaser she was.

In our interview she was nice enough and well-spoken - all we needed for someone to run the register, but when we moved to client interaction and guidance she took direction like a sponge. She was drank in every bit of feedback and with every word of praise she seemed validated. I liked this in an employee and something about her intense desire for praise had me thinking about much more.

I called to offer her the job myself. “Thank you. Thank you so much. I promise I won’t let you down.” I laughed. “Why don’t I tell you about your pay, hours, and benefits first?” I could hear her exhale in embarrassment over the line. “Yes! That would be great! Thank you!”

I shared with her the pay rate and that as a full time employee she would have insurance. She would be working our closing shift, 7-4 with a one hour break. All employees were allowed a $15 comped meal per shift and closing shift could take certain uneaten items home or throw them out. I took her uniform order - Large shirt and asked her to wear black pants and shoes each day. She would start training the following week.

One of the reasons my businesses succeed is because I believe customer service is key. I attend all group trainings and train the trainer sessions. My team is the best. Being a bakery counter with just a few tables meant skipping a lot of serving training. Over the course of the week, each new employee tasted every item on the menu and learned how it was made, how to describe it, and how to make recommendations off of customers favorites.

The reason I went into the restaurant industry is because I love food and I love to see people enjoy food and share it with others. There were a few new employees who seemed overwhelmed to take at least a few bites of a plate full of pastry or bread or desserts, but I always notice the ones who finish their plates. I want them to love my food. And, selfishly, there are some people I want to see really enjoy food.

I grew up with a mother who fussed over everything she ate and married a woman who never indulged in anything. After years of her “not getting it” we parted ways and I started building an empire of successful food businesses in the St. Louis area - from fine dining to dive bars to confections and gourmet food shops. I loved it all and I built a staff of people who loved it with me.

There was Kristen, savoring every morsel on her plate. Eyes closed and making the face every cook loves to see - one of joy and enjoyment. She was not alone in this enjoyment, but I could not take my eyes off her.