The Power of The Five P’s
So it was our 30th wedding anniversary last week, we decided that as we were in Vancouver we would go to a good restaurant to celebrate taking along another couple. We chose the Boat House in New Westminister. A good seafood and steakhouse chain owned by the Spectra Group of Restaurants.
We were sat promptly at our table, the hostess letting us know who our server would be, before long he came and we placed our drink order then within a minute a second server came by for our food order, things were looking good.
Within a reasonable amount of time our food arrived, the plates were hot, the presentation looked good, we were ready to enjoy our meal. That’s when it all fell apart, the food was stone cold, I had a steak and crab claw dish, the crab should have been in a garlic butter sauce, mine was so cold the butter had congealed on the bottom of the dish, the vegetables were ice cold and the potato barely luke warm, the steaks were however cooked to our preference and were hot. We requested our server to remove the food and have the cold items corrected, he ushered them into the kitchen and they were returned to us in a matter of minutes. This time the potatoes were hot the vegetables barley warm but now our steaks were very cold, however this no one would come around to check the re-cook, so we ate what we could and tried to enjoy our conversation. A different server would eventually come round to clear the plates not inquiring as to how the meal was.
It took a manager 45 minutes to show at the table having heard about the first cold meal, she apologized and looked shocked to find out that re-cook was far below standard and that no-one would bother checking how the second meal was. She removed the meals from our check and we departed, disappointed a special occasion was marked with a negative meal.
We’ll get over it, but what cost to the restaurant? For most they would never return and at minimum it influenced this blog.
A restaurant's reputation is everything, the customer is king and when that customer has a poor experience the restaurant pays a dear price. All restaurants must attend to the five P principal, simply they are, Proper Preparation Prevents Poor Performance .
It would be impossible for a restaurant such as the Boat House to ignore the preparation required to manage a busy establishment like the one we attended. As a chain they have policies and procedures, check lists and management to ensure the evenings service is stress free as possible.
The kitchen mise en palce would be enforced, station chefs (chef de partie) would be instructed by the chef de cuisine as to what would be required for the evenings service. The expectation by the chef de cuisine would be demanding and the stations chefs would meet the demands, a high volume restaurant cannot operate with anything less. The proper preparation would have to be seen to, but somewhere someone let the system down and the result was a poor performance.
The kitchen placed in front of customers cold food on hot plates, this indicates that one station chef did not communicate with the others. Most likely the entremetier (vegetable chef) plated the food before the saucier was ready for it, so it sat under heating lamps, in the mean time the crab claws were placed where they would get very cold and no-one double checked to see if they were hot upon service, which should have been done when the grill cook plated the steaks and the saucier applied the final touches to plate, finally the chef de cuisine should have caught all this when the plate was permitted to leave the kitchen.
The service staff we equally at fault, a server has a responsibility to the customer to serve them what they ordered in manner that is friendly and courteous. A simple visual check of the plate would have prevented a poor performance, the server would had seen the solidified butter on the crab claws indicating they were not hot, so even if they surmised that the rest of the meal was hot they would know that a part of it was not and should have refused it at the kitchen before it arrived at the table. What is more after the meal was re-cooked the server should have been back to the table within a minute to ensure it was now proper, this did not occur and so the overall meal was rated "poor".
The manager did try to make things right but arrived after the fact and really had little options. She did the right thing in not charging for the meals (but a free poor meal is not what most customers are looking for).
The question then is, would I go back, the answer may be surprising, as it is yes, I believe a restaurant of good reputation gets it by very hard work and by applying the five P principal and there is no doubt Boat House restaurants do both. One poor experience should not form the final opinion of the customer (that’s for the food critic), if the customer has also applied the five P principal then they would know this group of restaurants tries very hard to please, sometime everyone falls short. Get up and do it again because that after all is what we do. Give the restaurant of good standing a second opportunity, next time they will do it better. If they do not then never return again.
Coupled with the five P’s is another of my favourite saying "do what’s right, do it because it is right, then do it right" this means some mistakes may happen but if we look at the mistake as a gift to learn we will eventually prefect what we do.
Tuesday, August 22, 2006
Summer Newsletter
Summer 2006 Newsletter
Hi friends! Sorry for the long delay in getting out this letter but it’s been very busy summer so far.
As many of you know our Penticton, BC. restaurant (Chef K’s On Main) is closed. The reason for this is simply that our lease in that location has expired, and with the building of a new restaurant we did not feel that we should bind ourselves to another extended lease.
We ask your patience in waiting for the new location to open, you will not be disappointed! We also wish the new operators at our old location the very best with their Vietnam-influenced food.
Hope you use and enjoy the delicious recipes in this issue. Send me your comments (like, 'em or not) once you have tried one, or all, of them by clicking on "COMMENTS" below.
The Okanagan Is Alive
Summer in the Okanagan means sunshine, beach daze, and smoky haze. It also means the fruits and vegetables are at peak freshness and peak flavours. Of course the favourites, cherries, peaches, apples etc., go quickly---but what of the less popular ones? In my yard I have a wonderful plum tree and have already enjoyed a variety of delicious recipes from the plums on this one tree.
Plums are high in carbohydrates, low in fat and low in calories. They are an excellent source of vitamin A, calcium, magnesium, iron, potassium and fiber. Plums are free of sodium and cholesterol. Like all fruit, plums contain a substantial amount of vitamin C.
A prune is nothing but a dried plum. Plums for drying are harvested at a more mature stage than those used for fresh consumption or canning. Prunes used to be dried on the tree and in the sun like raisins, but nowadays they are dried in forced-air tunnels heated by gas, this gives a more uniform product.
California is famous for its export of Japanese plums. The Japanese plum should be called the Chinese plum because the Japanese imported the fruit 200 to 300 years ago from China where plums had been cultivated for thousands of years. The Japanese spread the fruit all over the world and so it became the Japanese plum.
One of the best known effects of plums is their ability to stimulate the bowels. Plum skin contains a substance that is responsible for that effect. If you peel the fruit you won't be bothered with that well-known side effect of this lovely fruit. Of course you can leave them intact for a natural internal cleansing!
In any case here are some wonderful recipes to help you enjoy the summer’s plum bounty:
Plum-Glazed Chicken
1 lb plums
1/4 cup Chardonnay
2 tablespoons butter
1 onion, finely chopped
1/3 cup brown sugar
1/4 cup prepared tomato-based chilli sauce
2 tablespoons soy sauce
1 teaspoon ginger
2 teaspoons lemon juice
2 lbs skinless, boneless chicken
DIRECTIONS:
Preheat oven to 350 degrees F. Remove the pits from the plums. In a blender or food processor, whirl the plums and the wine until pureed.
Melt butter in a wide skillet over medium heat. Add onion and cook until soft. Stir in the plum puree, brown sugar, chilli sauce, soy sauce, ginger and lemon juice. Cook, uncovered, stirring often until slightly thickened. About 15 minutes.
Sprinkle the chicken with salt and pepper. Arrange the chicken in a lightly greased baking pan. Bake, uncovered, for 30 minutes, basting with plum sauce every 15 minutes. Turn the chicken over and bake, basting occasionally, for 30 more minutes. Heat the remaining sauce and pass it at the table.
Plum Good Spareribs
1 pound whole purple plums
2/3 cup orange juice
1/4 cup each lemon juice, soy sauce, tomato based chilli sauce, and orange marmalade
2 tablespoons firmly packed brown sugar
1 tablespoon Dijon mustard
1/2 teaspoon each grated orange peel, grated lemon peel, and dry rosemary
1/2 teaspoon each ground cloves and ginger
1 tablespoon instant minced onion
6 - 7 pounds pork spareribs, St. Louis or baby back, cut into 2 - 3 rib portions.
1/4 cup Chef K’s Multi-purpose seasoning
DIRECTIONS:
Drain plums, reserving liquid. Pit plums, then place plums and syrup in a food processor or blender and whirl until pureed. Add orange juice, lemon juice, soy, chilli sauce, marmalade, sugar, mustard, orange and lemon peel, rosemary, cloves, ginger and onion. Whirl until pureed.
Rub the seasoning into the ribs on both sides.
Barbecue ribs by indirect heat (try to maintain a temperature of 275 F. ( Place a small tin pie plate filled with water soaked plum tree wood chips in the grill to give a matching wood smoke flavour). Place ribs, meat side up, on grill directly above drip pan. Cover barbecue and adjust dampers as necessary to maintain an even heat. Cook ribs, brushing occasionally with plum sauce, until meat near the bone is no longer pink; cut to test (2 to 2 1/2 hours.) Brush with the sauce one final time before serving.
PLUM WINE INGREDIENTS: (for each gallon to be made)
4 pounds fresh Plums
2 1/4 pounds sugar
Water to one gallon
1 Camden tablet (crushed)
1/2 teaspoon Pectic Enzyme
1 teaspoon Acid Blend
1/4 teaspoon Grape Tannin
1/2 teaspoon Super Ferment yeast nutrient
Wine yeast (one pkg. for up to 5 gallons - try Red Star Cote des Blancs or Lalvin 71B-1122)
DIRECTIONS:
1. Wash the fruit in cool water and remove the seeds. Chop up the fruit (do not pulverize! ) and put into the primary fermenter.
2. Add the pectic enzyme, the tannin, the acid blend, the sugar, and enough water to give a total volume of one gallon. Stir in the crushed Camden tablet, cover the container with plastic sheeting, then wait 24 hours. Stir several times during this period.
3. After 24 hours, stir in the activated yeast (For best results, "rehydrate" the yeast in a half cup of lukewarm water for 15 minutes beforehand). Now would be a good time to add the yeast nutrient, too. Allow to ferment in the primary container for 7 days, stirring well every day.
4. After the week is up, strain pulp, squeezing out as much juice as possible. Syphon this liquid into the jug, attach the air lock and allow to ferment for three to four weeks.
5. After this initial three to four week period is up, syphon wine into another clean secondary (or into primary, wash secondary and back into clean secondary). Re-attach air lock and let it stand until clear (approximately one month). Repeat this step once a month until clear.
6. When wine is clear and stable it may be bottled. If a sweeter wine is preferred, use 1/2 tsp. of potassium sorbate stabilizer per gallon at least 48 hours before adding sugar. For a fruitier sweetness in the finish, use fructose (fruit sugar) in lieu of household sugar. For best results, dissolve the sugar in some boiling water, and sweeten to taste. Bottle in fifth wine bottles with corks, stand upright for 3-4 days to allow corks to expand then lay on side and age at least 2-6 months.
Cinnamon-Sugar Plum Cake
1 1/4 cups all purpose flour
1 teaspoon baking powder
1/4 teaspoon salt
1/2 cup (1 stick) unsalted butter, room temperature
3/4 cup + 1 1/2 tblspn sugar
2 large eggs
1 tablespoon fresh lemon juice
1 teaspoon grated lemon peel
5 large plums (about 1 1/4 pounds), pitted, cut into 1/2-inch
wedges
1/4 teaspoon ground cinnamon
DIRECTIONS:
Preheat oven to 350F. Butter a 9-inch-diameter springform pan. Whisk
first 3 ingredients in small bowl to blend. Using electric mixer,
beat butter in large bowl until fluffy. Beat in 3/4 cup sugar. Add
eggs 1 at a time, then lemon juice and lemon peel, beating until
blended after each addition. Beat in flour mixture. Spread batter in
prepared pan.
Press plum wedges halfway into batter in concentric circles, spacing
slightly apart. Mix remaining 1 1/2 tablespoons sugar and cinnamon in
small bowl; sprinkle over plums. Bake until cake is browned on top
and tester inserted into center comes out clean, about 50 minutes.
Cut around cake; release pan sides. Serve cake warm or at room
temperature.
Hi friends! Sorry for the long delay in getting out this letter but it’s been very busy summer so far.
As many of you know our Penticton, BC. restaurant (Chef K’s On Main) is closed. The reason for this is simply that our lease in that location has expired, and with the building of a new restaurant we did not feel that we should bind ourselves to another extended lease.
We ask your patience in waiting for the new location to open, you will not be disappointed! We also wish the new operators at our old location the very best with their Vietnam-influenced food.
Hope you use and enjoy the delicious recipes in this issue. Send me your comments (like, 'em or not) once you have tried one, or all, of them by clicking on "COMMENTS" below.
The Okanagan Is Alive
Summer in the Okanagan means sunshine, beach daze, and smoky haze. It also means the fruits and vegetables are at peak freshness and peak flavours. Of course the favourites, cherries, peaches, apples etc., go quickly---but what of the less popular ones? In my yard I have a wonderful plum tree and have already enjoyed a variety of delicious recipes from the plums on this one tree.
Plums are high in carbohydrates, low in fat and low in calories. They are an excellent source of vitamin A, calcium, magnesium, iron, potassium and fiber. Plums are free of sodium and cholesterol. Like all fruit, plums contain a substantial amount of vitamin C.
A prune is nothing but a dried plum. Plums for drying are harvested at a more mature stage than those used for fresh consumption or canning. Prunes used to be dried on the tree and in the sun like raisins, but nowadays they are dried in forced-air tunnels heated by gas, this gives a more uniform product.
California is famous for its export of Japanese plums. The Japanese plum should be called the Chinese plum because the Japanese imported the fruit 200 to 300 years ago from China where plums had been cultivated for thousands of years. The Japanese spread the fruit all over the world and so it became the Japanese plum.
One of the best known effects of plums is their ability to stimulate the bowels. Plum skin contains a substance that is responsible for that effect. If you peel the fruit you won't be bothered with that well-known side effect of this lovely fruit. Of course you can leave them intact for a natural internal cleansing!
In any case here are some wonderful recipes to help you enjoy the summer’s plum bounty:
Plum-Glazed Chicken
1 lb plums
1/4 cup Chardonnay
2 tablespoons butter
1 onion, finely chopped
1/3 cup brown sugar
1/4 cup prepared tomato-based chilli sauce
2 tablespoons soy sauce
1 teaspoon ginger
2 teaspoons lemon juice
2 lbs skinless, boneless chicken
DIRECTIONS:
Preheat oven to 350 degrees F. Remove the pits from the plums. In a blender or food processor, whirl the plums and the wine until pureed.
Melt butter in a wide skillet over medium heat. Add onion and cook until soft. Stir in the plum puree, brown sugar, chilli sauce, soy sauce, ginger and lemon juice. Cook, uncovered, stirring often until slightly thickened. About 15 minutes.
Sprinkle the chicken with salt and pepper. Arrange the chicken in a lightly greased baking pan. Bake, uncovered, for 30 minutes, basting with plum sauce every 15 minutes. Turn the chicken over and bake, basting occasionally, for 30 more minutes. Heat the remaining sauce and pass it at the table.
Plum Good Spareribs
1 pound whole purple plums
2/3 cup orange juice
1/4 cup each lemon juice, soy sauce, tomato based chilli sauce, and orange marmalade
2 tablespoons firmly packed brown sugar
1 tablespoon Dijon mustard
1/2 teaspoon each grated orange peel, grated lemon peel, and dry rosemary
1/2 teaspoon each ground cloves and ginger
1 tablespoon instant minced onion
6 - 7 pounds pork spareribs, St. Louis or baby back, cut into 2 - 3 rib portions.
1/4 cup Chef K’s Multi-purpose seasoning
DIRECTIONS:
Drain plums, reserving liquid. Pit plums, then place plums and syrup in a food processor or blender and whirl until pureed. Add orange juice, lemon juice, soy, chilli sauce, marmalade, sugar, mustard, orange and lemon peel, rosemary, cloves, ginger and onion. Whirl until pureed.
Rub the seasoning into the ribs on both sides.
Barbecue ribs by indirect heat (try to maintain a temperature of 275 F. ( Place a small tin pie plate filled with water soaked plum tree wood chips in the grill to give a matching wood smoke flavour). Place ribs, meat side up, on grill directly above drip pan. Cover barbecue and adjust dampers as necessary to maintain an even heat. Cook ribs, brushing occasionally with plum sauce, until meat near the bone is no longer pink; cut to test (2 to 2 1/2 hours.) Brush with the sauce one final time before serving.
PLUM WINE INGREDIENTS: (for each gallon to be made)
4 pounds fresh Plums
2 1/4 pounds sugar
Water to one gallon
1 Camden tablet (crushed)
1/2 teaspoon Pectic Enzyme
1 teaspoon Acid Blend
1/4 teaspoon Grape Tannin
1/2 teaspoon Super Ferment yeast nutrient
Wine yeast (one pkg. for up to 5 gallons - try Red Star Cote des Blancs or Lalvin 71B-1122)
DIRECTIONS:
1. Wash the fruit in cool water and remove the seeds. Chop up the fruit (do not pulverize! ) and put into the primary fermenter.
2. Add the pectic enzyme, the tannin, the acid blend, the sugar, and enough water to give a total volume of one gallon. Stir in the crushed Camden tablet, cover the container with plastic sheeting, then wait 24 hours. Stir several times during this period.
3. After 24 hours, stir in the activated yeast (For best results, "rehydrate" the yeast in a half cup of lukewarm water for 15 minutes beforehand). Now would be a good time to add the yeast nutrient, too. Allow to ferment in the primary container for 7 days, stirring well every day.
4. After the week is up, strain pulp, squeezing out as much juice as possible. Syphon this liquid into the jug, attach the air lock and allow to ferment for three to four weeks.
5. After this initial three to four week period is up, syphon wine into another clean secondary (or into primary, wash secondary and back into clean secondary). Re-attach air lock and let it stand until clear (approximately one month). Repeat this step once a month until clear.
6. When wine is clear and stable it may be bottled. If a sweeter wine is preferred, use 1/2 tsp. of potassium sorbate stabilizer per gallon at least 48 hours before adding sugar. For a fruitier sweetness in the finish, use fructose (fruit sugar) in lieu of household sugar. For best results, dissolve the sugar in some boiling water, and sweeten to taste. Bottle in fifth wine bottles with corks, stand upright for 3-4 days to allow corks to expand then lay on side and age at least 2-6 months.
Cinnamon-Sugar Plum Cake
1 1/4 cups all purpose flour
1 teaspoon baking powder
1/4 teaspoon salt
1/2 cup (1 stick) unsalted butter, room temperature
3/4 cup + 1 1/2 tblspn sugar
2 large eggs
1 tablespoon fresh lemon juice
1 teaspoon grated lemon peel
5 large plums (about 1 1/4 pounds), pitted, cut into 1/2-inch
wedges
1/4 teaspoon ground cinnamon
DIRECTIONS:
Preheat oven to 350F. Butter a 9-inch-diameter springform pan. Whisk
first 3 ingredients in small bowl to blend. Using electric mixer,
beat butter in large bowl until fluffy. Beat in 3/4 cup sugar. Add
eggs 1 at a time, then lemon juice and lemon peel, beating until
blended after each addition. Beat in flour mixture. Spread batter in
prepared pan.
Press plum wedges halfway into batter in concentric circles, spacing
slightly apart. Mix remaining 1 1/2 tablespoons sugar and cinnamon in
small bowl; sprinkle over plums. Bake until cake is browned on top
and tester inserted into center comes out clean, about 50 minutes.
Cut around cake; release pan sides. Serve cake warm or at room
temperature.
Monday, August 21, 2006
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