14 Ağustos 2012 Salı

How to handle "Jerk Customers"

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It doesn't matter whether you are schooled in business, or in hospitality.

The first rule they teach you is......

THE CUSTOMER IS ALWAYS RIGHT.

Do they teach you this sometimes?

Most of the times?

Nope, "always" is the way it has been taught in the old school.

THE CUSTOMER IS ALWAYS RIGHT.

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Yesterday, while you were doing something of great importance, Klecko grabbed Sue McGleno and visiting Granddaughter M-Rose and headed up to the park.

The park isn't a public one.

It's actually more of a playground that sits behind the Catholic school.

This place has one of those jungle gyms thats the size of a small mountain, and a swing set.

If I remember right, it's about 6ish or 7:15 p.m.

The sun is out, and fittingly the sky is really bright with enormous clouds.

It looked like one of those religious post cards that you'd find in a Bible Belt gas station.

We've entered August now, so I guess technically we are into the dog days right?

Nobody else is at the park.

First I look at the 3 year old.......

Then I looked at the young girl I married, and today......she's a grandma.

Wow.....

If there is 2 things I've learned about grandmothers, one would be that I'll never be able to bake the things they baked as good as them.

Technically, I can.....

But in practicality, you're just never going to see it that way.

Your mind needs you to believe that your Grannies P-Nut Butter Cookies are 10 times better than mine, and ya know what?

I don't blame you.

That cookie trapped in your memory is a sanctuary from all the ridiculous crap you'll have to put up with at work today, or the routine-routine-routine you will have to continue to experience when you get home from work tonight.

Cook Dinner -

Walk Dogs -

Pay Bills -

Go to the Gym -

Do the Laundry -

The other thing I've learned about grandmothers is, granddaughters worship them.

Many times more than their own mothers (within reason).

As I get older, I am becoming sensitive to how powerful the bond between grandmothers and  grandchildren.

Its sacred.......and a little spooky if you ask me.

So now that we have this entire playground to ourselves......

and now that I realize I am only going to get about 13% of the attention,

Klecko sat on the swing set and hung like a monkey while the tandem of "Power Chicks" continued climbing a plastic wall that I'm guessing was supposed to replicate the face of a cliff, and then they would glide down a long-twisty slide.

They did this over, and over, and over, and over.......

If you've ever spent the evening with a 3 year old, you know exactly what I'm talking about.

So while the girls were engaged, I just swung.

The sun blasted the west side of the school.

It's a 2 story brick school, and it was kinda cool because the first level was shaded with a shadow that cut off perfectly between the 2 flloors.

The contrast was spectacular.

The girls weren't talking that much, so it became easy for Klecko to squint into the bright reflection of the upper windows let his mind drift back decades.

Sometimes if you stare at an empty building long enough, and you keep your body still and your mouth shut....

You see things.

Some might say ghosts, but I'm not certain I believe in them.

But I do think there is something about energy, good and bad that remains on certain locations.

But you have to look for it, and you have to focus.

I wish I could tell you what I saw last night, but if I used words.... I would just be selling the energy short.

But trust me.....it was amazing.

So then as I began to drift back into the present. The first thing I began to think about was work.

I had just spent an entire day setting up and participating in our monthly Retail sale which is open to the public.

At one point during our sale, a woman who was accompanied by family member became belligerent and even a little hostile.

I did my best to extinguish whatever was upsetting this woman, but after several attempts, it was obvious she was going to remain difficult.

So let's go back to the golden rule of....THE CUSTOMER IS ALWAYS RIGHT.

What would you do if a man or woman stood amongst your wares projecting an additude of anger?

Do you let it run it's course?

As a Pollack, it's not in my DNA to work like that.

I told the woman if she was going to continue being disruptive, I would have to escort her off the property.

With a sense of entitlement she snapped backed.......

"Fine, I won't buy your baked stuff then."

"Yes you will." I said, "Or otherwise you just wasted a trip, and you'll look silly. Neither of us want that for you."

The woman set down her bag.....

Walked out the door.......

Leaving her family bewildered,

And thats when it happened......

A small pocket of customers applauded for not letting that woman ruin their experience.

Customers are getting smarter, actually they are full fledged - wise.

Consumers don't hate the proprietors like they used to.

Most people realize these days that small business isn't out to dupe them.

In some respects I think customers have come full circle and realize that a sharp business owner can also protect them from the weirdo's that inhabit every concept.

A great deal of my Retail client base don't just support my company.....

They support me, and the team of people I work with.

I gotta say that's a humbling feeling.

So now the silence is broken.....

Sue McGleno says "One 3 more rides down the slide."

And as baby M-rose fought on this, I just not only thought.....but actually felt like a Grandfather......

The plan to shut down was timely since a bunch of 17 year old's were drifting into the adjoining picnic area.

As they pulled out their cigarettes and pledged their love (in whatever fashion today's youth do), I just plopped the kid onto her Big Wheel and gave her a shove.

My day was over.
 


Blue Ribbon Baking Tips

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It happens every year, and if the Polish Christ allows me to stay alive a few more weeks.....

Its gonna happen this year too.

It happened to Aunt Bea, when that meddling Clara shocked the world with a new and improved pickle.

It happened to Ma Ingalls, when Harriot Olsen commisioned assistance to help her bake her submissions.

It even happened to Wilma, When Betty became Judas by producing a better teradactyl berry pie.

Every year, for every person who wins a blue ribbon......

There will be dozens of people who walk away losers.

Now days, many people don't like the word loser, but when you've witnessed as many dejected souls as I have, I find it quite fitting.

How many times....

How many times....

How many times, has some downtrodden saint approached yours truly and asked.........

"Klecko, I am pretty certain my entry should have won. Wouldn't you agree?"

First off, asking afterwards is always a bad idea.

Asking before hand is typically the best way to get positive results.

So what I am about to do is give you kids a major head start towards winning a blue ribbon by listing the most common pitfalls that can knock stellar bakers from the award podium.

After reading this, if you enjoy it....feel free to forward it to your friends that might benefit from this as well.

Lets get started......

#1 -

The very first thing you need to remember, win or lose, is that there is a HUGE element of luck in winning a blue ribbon.

You have to get the proper product in front of the proper judge on a precise day.

#2 -

Always remember, and never forget.....you are baking for the judges, not for yourself. Over the years I've noticed a few things.

Judges are an interesting breed of person.

Most judges are not impetuous, they are well thought out, methodical indaviduals.

So what I'm getting at here is whoever judges apples pies this year is most likely going to be judging apple pies next year, and the year after.

Some judges love the bells and whistles, while others are more conventional and will want to see items stripped down to their purest form.

I have been nothing short of blessed to live in the same city as Marjorie Johnson.

She is the worlds all time winningest blue ribbon baker.

She has won thousands and thousands of ribbons and contests.

The one thing I have learned from watching Marjorie at the Fair is, there are no shortcuts.

When other bakers have left to drink beer or cruise the middway, you'll find the blue ribbon magnet slowly strolling down the aisles with a note book.

She marks all the categories down, and then she'll enter notes like.........

The 1st place German chocolate cake had chocolate shavings on top, this has been the case 6 of the last 7 years.

Stuff like that.

Marjorie is a Master baker, but she doesn't bake what she likes.....

She bakes for the judge.

#3 -

Find categories that have fewer entries.

Its easier to win against 7 people than 142.

#4 -

Read the rules.

You would think a guy wouldn't have to remind you of this, but yeah....I've seen gold slip from between peoples fingers because they simply did not take 30 seconds to read the rules.

If you ever worked a contest from a judges side, you would have a whole new appreciation for what they have to go through.

Contestants who lose can become savages....jackels, I have seen it over and over again.

Judges have to have rules to protect you from all the creepy bakers out there that would cheat, steal and rob to possess that coveted sweepstakes award.

#5 -

Always bake multiple products when possible.

If you are entering a loaf of white bread, you are not allowed to cut it before handing it over to the judges. So bake several loaves. chances are, if one loaf has interior holes, the entire batch does.

#6 -

Hey Klecko, what's the biggest mistake the even the pro's make?

EZ....they underbake. Many entries has raw dough pockets. this is so un-sexy.

I had this girlfriend Jodi who entered banana bread a few years back. I think there was something like 112 entries.

Jodi took 2nd place.

Call her up and ask her if you don't believe me, she was going to pull the loaf out when Betty Crocker told her to. But remember....Betty is baking for dinner guests, you will be baking something that will typically sit a day or two before it is judged.

When in doubt, keep it in the oven a few minutes earlier.

#7 -

Are you hardcore?

If so, you might want to consider getting oven thermometers and meassuring the temps of all 4 corners of your oven.

an equal heat source can make a huge difference.

#8 -

When you write out your entries on the cards or internet, don't use abbreviations. Judges won't tell you this, but if they see it.....they will secretly hate you...LOL, Fact!

#9 -

Consider packaging and transportation.

Nothing on Earth is more crushing than taking hours, months and years to put together a winning baking entry only to have it toppled in transit.

It happens every-every-every year.

Think it out L.A.B. Rats.

Pack snug, do you need a cooler?

Do you need dry ice?

Wll you put your box unattended in the back of your car?

I would do every thing posible to bring a friend to help with the tranport, but that's me.

Anyways, these are just a few hurdles you should consider before daring to dream the impossible dream.

Best of luck you crazy kids.....I'm pulling for each and every one of you.










State Fair Handout - I.C.B. Bundt Cake

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Welcome to the Great Minnesota - Get Together.......

Welcome to the Minnesota State Fair.

My name is Klecko, and I will be your Master of Ceremonies here at the Saint Agnes Demo Kitchen, located in the Creative Activities building.

What is this now, year #10 out here?

As you know, show times are daily at 11-1-3 & 5.

This years theme is Bars-Bundts and Hot Dish, we are kinda going for a church basement vibe.

Today I am going to give you the recipe for what has w/o a doubt become America's favorite cake flavor this year, the I.C.B.

What is I.C.B. you might ask?

Well it's short for Irish Car Bomb.

But I think I.C.B. is a little bit more sensitive for people who may be offended by this. I mean the last thing a guy wants to do is offend somebody with a cake.

BTW...peeps, it's not me who makes these names up, just do a Google search and you will find that the I.C.B. is this years "Red Velvet".

Anyways, before I get started, I will state that much of my Bundt confidence came to me from working with Hennessy.

Kris did a great job pointing out some of the finer points along the way.

To be truthful, I always viewed the Bundt as more of a quick bread baked in a fancy pan, however Hennessy assured me that Bundt really is more cake like in matter.

Also as a fellow Catholic, Hennessy took exception in a previous Blog to a comment I made that Catholics made Bars and Lutherans made Bundt's.

As usual....I stand corrected, but whatever religion you are (or are not), I am sure you will agree that this recipe is a keeper.

One of the fine points Hennessy has schooled me in is that you don't always want alchohol to come off too boozey.

She stated that she had sampled some I.C.B. cup cakes and all she could taste is the booze.

Let's get started..........

I.C.B. BUNDT CAKE

Ingredients -

1 cup  Guinness

8 ounces  Canola Oil

3/4 cup  Cocoa Powder

2 cups  Sugar

2 cups  High Gluter (or Bread) Flour

1 1/2 tsp  B-Soda

3/4 tsp  Salt

2  Eggs

2/3 cup  Apple Sauce

Glaze

6 ounces  Semi Sweet - Chocolate Chips

6 tbsp  Heavy Cream

1 tbsp  Baily's Irish Cream

1 tbsp  Jameson Whiskey

Baking Instructions -

Preheat oven to 375 degrees (F)

Pour your canola and stout into a sauce pan and place over medium heat and simmer.

While this is taking place, whisk in the cocoa powder.

You want these liquids to become gelatinized. When they do, turn off the heat and let it cool.

Now grab a big bowl and add all the dry ingredients and toss them in.

Next you will add the eggs and apple sauce and slowly stir them in.

I like to use my hands so I can meassure the moistness.

Next dump the stout and canola in.

Continue the incorperating (not mixing) of ingredients.

It is very easy to over mix.

Now for the tricky part......

Everybody has a different way of prepping their Bundt pans.

I just spray mine really-really good.

Then you dump in your cake batter.

Tap it on the table twice or thrice to remove bubbles.

Then place it in the oven.

Klecko loves to bake at 375 degrees for 10 minutes, then finish off the bake at 350 degrees.

Does that really make a diff?

Yeah....it does.

So your total bake time is going to be around 45-50 minutes.

When you think it's done, insert a cake pin. if you pull it out, and it is clean, you are good.

Now set the Bundt pan on the counter to cool for 10-15 minutes.

While this is happening......

Take your chocolate chips, heavy cream, Baily's and Jameson and place it in a plastic container.

Then I microwave mine for 30 seconds, remove and whisk like mad.

When that is complete.......

Place a board, platter or board on top of the Bundt pan, then slowly turn over.

The gravity should make it slide out, but you can assist with a gentle thump.

Now all you have left is to glaze your masterpiece.

I hope you enjoy this recipe, and have a great time at the Fair.










The Mall of America

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This morning marks the first time in years that I have made a Saturday morning drop to Irish Fair without it looking like I was entering a war zone.

Those poor Mick's have had the toughest luck weather-wise.

The festival only lasts 3 nights and 2 days, but every year on Friday night......

Rain -

Hail -

Gusting Winds -

More Rain -

And one time......even a tornado.

So I made the drop and stood next to the Mississippi River.

The breeze was perfect. I have to think God's Favorite People were going to have a great day.

So now I jump into the bread truck and begin to leave when dude on the radio informs me.....

"Today is the 20th birthday of the Mall of America."

O-M-G, it seems as if just yesterday that slapped that contraption up.

I have never been a big "M.O.A." fan.

In my opinion the place is an eye sore.

It has to be the size of several stadiums.

But thats me, and most locals in the Twin Cities I'm guessing.

Most of us usually do what you might expect a cultured person to do.....

We shop on-line.

Over the years there have been rapes, stabbings and shootings out there, and people keep going back.

I remember the first winter the Mall opened, Sue McGleno, baby Tydus (and I mean baby-baby, like 4 months) tried to be all green and took the bus there.

When it was time to go home, the transpot platforms were filled with over a thousand people, most of which were teenagers that you'd profile as "Urban Gang Bangers" if you were just going by appearance.

Inner city kids love the Mall of America because Metro Transit practically picks them up at their front door and drops them off with flexible times.

So there's Sue McGleno holding Tydus who is wrapped like the baby Christ in a swaddling cloth when all of a sudden a riot breaks out.

I'm not being over dramatic here.

My circumstances were like those movies where there is civic unrest in a 3rd world nation and the residents decide to overthrow whoever is in charge.

People were going nuts.

SWAT Team members in full riot gear crashed the scene.

I was standing next to some cat from Nigeria who appeared to be my age.

He had on the tribal gown - matching pill box hat thing right?

And dude has a look of terror in his eyes while informing me......

"I think it is we who have trouble here sir, would you not agree?"

Anyways.....by the grace of all Polish Deities, both the Nigerian family, and mine escaped unscathed.

One of the SWAT team members pulled me aside and said.....

"Don'r ever take the public transpertation friend, it's like this most every weekend."

When I asked why the media jackels hadn't reported on this, he just shook his head....

"Theres way too much money invested in this place. The last thing the city is going to allow is for people to find out how crazy it is out here, nobody would ever come."

Anyways, that was 20 years ago.

I'm guessing they've figured it out by now.

Each year over 40 million people will visit the Mall of America.

40 million!

People from Japan fly across the planet just to shop the M.O.A.

I'm not kidding ya. They'll rent a hotel (theres only a billion of them in that part of town) room, shop all day and night, then they'll go sleep and come back and do it again.

People from across the world will spend their entire vacation week here, in a place I won't even spend 10 minutes to get to.

In addition to a multitude of stores and restaurants, the M.O.A. also has an amusement park, movie theaters, arcades, bowling and traveling exhibits.

I think if you pay like 28 bucks, you could go in and see the "Princess Diana" dealio today.

Over the years, our bakery has made attempts at sevicing this monolith, but truth be told....it simply isn't worth it.

There are only so many loading docks at this structure, and sure.....somedays you can make a quick drop.

But other days, you can become engulfed in lines so long, it's EZ to feel as if you are Jonah trapped inside the whale.

My kid Tydus loves M.O.A.

He works at Champs (during the summer while off from college), which is a subsidiary of The Foot Locker, and in fact....last night on the Eve of the mall's big birthday....my kid had a special moment of his own.

"Tonight I was top seller Pa Pa" he bragged.

"I did over $3500 of merch in 6 hours. I am awesome"!

I had to laugh.

Then I started to toss numbers around in my head.

If my kid, just one employee of many....at one store of many, can take $3500 out of peoples pockets in less than one 8 hour shift......just think of the cash that mall generates.

Staggering.....simply staggering.

Anyways L.A.B. Rat's, if you ever pass through Kleckoville, maybe you should check this joint out.

Just make sure you buy a pair of Nikes off Tydus though.

And with that, I guess I'll cave and say it......

Happy 20th Birthday Mall of America.




Bakery Olympics (Mexican Gold)

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What I am going to do now?

For the last 17 days I haven't had to turn my TV.

For 17 days, it didn't matter if it was morning noon or night.

For 17 days, I just stood still and let the world come to me.

Other than work.....I just watched the Olympics.

As a kid I was raised to only cheer "RAH" for the Red-White and Blue of America.

But as a man.....I have learned that it isn't about countries, but to understand greatness you should really be focussed on players....and plays.

If you work in a bakery.......

If you work in a kitchen.......

If you work in a restaurant in the country you were born, chances are you are a minority.

I have the honor of working with people across the world.

So when the Olympics start....it isn't a slam dunk that my colleagues will be rooting for my squad, they're going to have interests of their own.

On Sunday, the final day of the London games, I have to admit......

It was hard to get stoked when the USA men's basketball team took gold.

We have Lebron, Kobe and my home boy K-Love, if we didn't win....I would have been shocked.

To me, the coolest part of the Olympics is when a person or country defies the odds and accomplishes the impossible.

This last Saturday, I pulled the single shift. Only one guy works at the plant on Saturdays, and basically their job is to put out fires in the event one of our orders gets botched.

So after dropping an order to Irish fest, I do some paper work, and it occurs to me that the Mexican men's soccer team is playing that Brazilian juggernaut squad.

My heart kinda sunk because many of my Mexican co workers are the most sincere humans I have known.

They work hard....

They play hard....

But they also come from a country that is dirt poor compared to the Brazil.

The odds of winning were slight.

But that's why the Olympics are so special to me.

I do believe in miracles.

I think it only took 28 seconds into the match before a Mexican forward got through Brazil's touted defense and scored the first goal.

Dude...Brazil is like the Yankees of soccer, you just kinda knew they would come back..........

But they didn't.

The Mexicans wanted it more.

All day Sunday...

All day today.....

At the bakery, and at the restaurants I visited.

At the gas station and at the gym.....

Every Mexican person I ran into had a smile and glow.

And to me, when I see the brightness in these peoples eyes, I take a second to cherish the accomplishments of their country because.....

When you get to be my age, it's not about countries.

It's about players and plays


Mexico 2

Brazil    1