customers first - Syscokc.sysco.com/services/features/sysco_today/jan_05/ST_CF-01_05.pdf · January 2005 SYSCO TODAY 7 Jonathan Regis Marketing Associate SYSCO Food Services of Seattle

Bel l evue C lub | Hote lBellevue, WA

www.bellevueclub.com

6 SYSCO TODAY January 2005

customers f i r s t

Matters

of

Taste

Just a few miles east of

Seattle, smartly nestled

between Lake Washington

and Lake Sammamish, sits a

private athletic club and

small luxury hotel that

caters to the upper echelon

of Washington society. An

establishment where impec-

cably manicured lawns,

posh amenities and five-star

service are part of the

regular routine. But before

you start wondering if the

Bellevue Club prefers flash

over substance, take a peek

inside the mind of Executive

Chef Paul Marks—and

discover that what inspires

some of the finest dining in

the world is one remarkably

down-to-earth idea. “We

don’t do fancy food,” states

Marks. “We do good food.”

January 2005 SYSCO TODAY 7

Jonathan Regis

Marketing Associate

SYSCO Food Services ofSeattle

3-year service partner tothe Bellevue Club

“He wouldn’t talk to me for the firstyear,” laughs SYSCO MarketingAssociate Jonathan Regis as he recallsthe first time he worked with BellevueExecutive Chef Paul Marks. Back then,Marks had just come on board at thePiatti Restaurant Company—and wasn’ttoo happy to find out his employer wasunder exclusive contract to SYSCO.

However, once Marks saw thatSYSCO and Regis were willing to go thedistance, “he softened up.” So much so,that when Marks moved to theBellevue, he decided to give SYSCO—and Regis—a shot at the business. “Hisviewpoint was ‘John knows what I likeand what I don’t like, and that will helpme at the Bellevue,’ ” explains Regis.“Plus, I didn’t want to have to trainanyone else,” jokes Marks.

Today, SYSCO delivers between$18,000 and $23,000 worth of productsper week to the Bellevue, an accom-plishment Regis attributes to hisinvaluable support network. “If there’sone thing I’ve learned, it’s knowingwhen to ask for help,” advises Regis. “IfI don’t know the answer, I knowsomeone who does and I can get themin there. It makes my customer feelbetter about SYSCO, and I learn some-thing by just sitting there.”

“I didn’t do all this by myself,”emphasizes Regis. “Honestly, Chef Paulgave us the opportunity, but it waseveryone behind me who kept thebusiness. We did it as a team.”

When Marks walked into the 25-year-old Bellevue nearly three yearsago, he was promptly faced with one of the biggest challenges of hisimpressive career: replacing menu after menu of heavy French cuisinewith a dynamic array of healthful yet tasteful foods. Backed by a staffof five very talented sous chefs and the entire Bellevue managementteam, he has been able to win over the club’s members and guests withdishes that “. . . are recognizable to the clientele—not three feet tall.”

A top priority for one of the Bellevue’s original owners, BillThurston, the idea that white-tablecloth cuisine should reflect whatpeople are actually eating resonates with Marks, and is one of theprimary reasons he joined the Bellevue to begin with. “A lot ofrestaurants, you design a menu and that’s it. It’s in place for a year,”Marks explains. “We don’t do that here. We’re constantlychanging.” And when he says change, he’s means it. The lunch anddinner menus at the Polaris, only one of the Bellevue’s four diningoptions, are modified weekly if not daily. The same goes for theLuna Express Café, where the deli case features a revolving smor-gasbord of prepared foods that members can take home, includingmedium rare flank steak, edamame beans or the popular enchiladasthat “one of my sous chefs just put down last night.”

A firm believer in the process of trial and error, Marks doesn’t wanthis team to focus on creating cutting-edge cuisine or over-the-topflavor fusions. Instead, “We go to restaurants we feel are in comparisonto us and we see what they’re doing. Then we make sure we stayahead of that,” he explains. “For [my chefs] to get that spark ofgenius, they need to see what someone is doing, whether they’replating it differently or preparing it differently.”

Cultivating inspiration from a variety of resources pays off forMarks and his staff, who are quick to acknowledge the Bellevue for“giving us the realm and ability to just keep going.”

“I’ve never seen anything like this,” Marks emphasizes. “Notanything close.”

Sous Chef Travis Hartley andExecutive Chef Paul Marks

Wisconsin Cheese presents

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Part of the Richard A. Henson Scout Reservation, Camp Nanticokesprawls across 1,500 acres of pine forest on the eastern shore ofChesapeake Bay. For 10 weeks every summer, it draws enthusiastic BoyScouts from across the country with the promise of memorable outdooradventures—and the best camp food in the region.

“Our reputation for quality, home-style food is a big draw,” explainsRay Teat, the camp’s resident director. “Not just the quality, but thequantity and the atmosphere.” Teat and his staff firmly believe thatmeals are an important part of the camping experience. To betterprovide for growing numbers of campers, Camp Nanticoke just openeda new dining hall. “It’s a very stunning room,” Teat proudly describesthe new facility. “The main focus of the design was to create a room thatcampers will remember in 30 years. It feels like you’re outside.”

Satisfying the appetites of 400 hungry campers is the job of the camp’sfood services director, Bob Bramble. “Bob’s very outgoing, very friendly,very accommodating,” Teat praises his colleague’s attitude and abilities.“Every week we have a chef’s special, where Bob gets to serve whateverhe likes. We had a Thai night this year, which was just incredible:chicken satay for 400 people—that’s a lot of chicken on a stick!”

Celebrating its 40th anniversary this summer, Camp Nanticoke hasnever been more popular. “We’ve more than doubled our attendanceover the past five years, and we expect that trend to continue,” Teatreports. “We work to build activities and facilities, meals included, thatwill become lifelong memories for our campers.”

CampNant i coke

Salisbury, MD

www.delmarvacouncil.com/Henson.htm

Vacationing at Camp Nanticoke

builds a hearty appetite that

craves something more than just

home-style cooking. Even the most

exceptional meal needs the right

dessert, and the perfect

counterpoint to an active day

under the summer sun is a Cool n’

Classy® Vanilla Ice Cream

Sandwich. These tasty, traditional

treats serve up two soft, chocolate

cookie wafers around a rich,

smooth vanilla ice cream center

that’s sure to satisfy your

customers. After a long day of fun

in the sun, who wouldn’t crave

one? Your customers are sure to

appreciate the classic taste

of these delightful desserts. Ask

your Marketing Associate about

these and other frozen favorites

from SYSCO.

Cool n’ Classy Vanilla Ice CreamSandwich .......................6427165

Resident Director Ray Teat and Food Services Director Bob Bramble

�Look Out for

THE LITTLE GUY


Who says you can only find fine dining in the big city? Visit Carol’sat Cat Spring, nestled in the charming town of Cat Spring, TX(population 76), and you’ll discover sophisticated cuisine that’s sure toimpress any city slicker. “I wanted to bring fine dining to the country,”says owner Carol Davis, a Houston businesswoman who relocatedbecause she missed the country life of her childhood. And bring it shedid—with the help of Chef Doug Atkinson—from the barbecued seascallops with green chile broth and creamy grits (winner of theInaugural Grand Champion Prize from the Rodeo HoustonInternational Food and Wine Competition) to the savory bisontenderloin with port wine sauce. And if your visit extends into the weehours, no problem—there’s a comfortable bed waiting for you downthe road at BlissWood, Carol’s cozy bed-and-breakfast.

What also makes Carol’s unique is its relaxed, “come as you are”atmosphere: Walk through the lodge-style dining room on a busyevening and you’ll see everything from suits and ties to shorts andsneakers. “Even though we’re a white-tablecloth restaurant, we don’thave a dress code,” says Davis, who is always on hand to greet eachguest personally. “I like to see people in whatever attire they want tocome in. It works for everybody.”

Caro l ’s a t Ca t Spr ingCat Spring, TX

www.blisswood.net/hillcountryrestaurant

c u s t o m e r s f i r s t

Besides a personal greeting

from the effervescent owner,

Carol’s patrons know the best way

to start off a sumptuous meal—

a cool, crisp salad made with

SYSCO Natural® Organic Spring

Mix. More restaurant patrons are

expecting quality organic products

away from home, and SYSCO

Natural makes it both easy and

economical for you to meet their

expectations. Every bag of our

premium organic spring mix

contains a minimum of 10 different

pre-cut selections, including two

from the chicory family for peppery

flavor and at least two red-leaf

components for maximum eye

appeal. Use it to create the perfect

foundation for your finest signature

salads, to dress up a savory

sandwich or as an elegant bed for

cold seafood dishes. Your guests will

love the flavor as much as your staff

loves the convenience!

SYSCO Natural OrganicSpring Mix ....................2102622

�The

CAT’S MEOW

�

Seared citrus salmon filets. Individual pizzas. Made-to-order omelets.These aren’t just the dishes you might enjoy at a five-star resort orhotel, but they’re also a few of the items off the 24-hour room servicemenu at one the top academic medical centers in the country: theUniversity of Iowa Hospitals and Clinics. Surprised? You shouldn’t be.This trend toward around-the-clock, personalized healthcare cuisine isgrowing in popularity thanks to visionaries like Joan Dolezal, thedirector of food and nutrition services for the 769-bed hospital.

Taking its cues from the unique nutritional needs of its clientele, theUniversity of Iowa Hospitals and Clinics has developed 35 different typesof room service menus—a complete overhaul from the bulk catering itpracticed in just 2003. Considering the hospital prepares a dizzying7,600 meals a day for staff, visitors and patients alike and operates nineadditional retail operations—from full-service restaurants to on-the-govending—the six-month transformation was no small feat. “You justcan’t do this kind of thing without a good team,” Dolezal emphasizes.“And even though I have a small management staff, they’re incredible.”

Amazingly, “Patients are now able to order food at any time of day ornight—and it’s delivered within 45 minutes,” enthuses Dolezal. Andthanks to the continued support of SYSCO, the hugely successfulprogram has been “able to add a lot of new items that you don’t thinkof on a hospital patient menu.” Including chocolate angel food cake andbreakfast burritos. “It works out,” she finishes. “It’s just wonderful.”

Univer s i t y o f Iowa Hosp i t a l s and C l in i c sIowa City, IA

www.uihealthcare.com

C an’t decide what to serve

when you need to satisfy

busy medical employees, health-

conscious patients and plain ol’

hungry visitors? How about a Block

& Barrel® Jumbo Cheeseburger? A

lunchtime favorite at the University

of Iowa Hospitals and Clinics, this

everyday classic combines flame-

broiled chopped beefsteak and

creamy American cheese—a

traditional twosome that appeals

to hamburger lovers from coast

to coast.

Fully cooked and made with

quality ingredients, these tasty

sandwiches have a guaranteed shelf

life and are prepared in an HACCP-

compliant plant, another global

standard when it comes to food

safety. As for presentation, our

special butcher’s wrap packaging

gives our Jumbo Cheeseburgers

a great homemade look—making

them perfect for your grab-and-

go needs.

Block & Barrel JumboCheeseburger..................9220013

A Hefty

HELPING OF TLC



Sonoma’s historic MacArthur Place inn and spa was originally builtin the late 1800s—as the house, barn and outbuildings of a 300-acrehorse ranch. A horse, stepping with the distinctive gait of a trotter,adorns the logo of the inn’s acclaimed 150-seat restaurant, SaddlesSteakhouse. And the equestrian theme continues into the restaurant’squirky décor.

“Many of the people in town donated saddles, and [owner SuzanneBrangum] had them made into chairs,” explains Saddles SteakhouseExecutive Chef Dana Jaffe. “I still have people walk through and say,‘Oh, that was my saddle when I was a little child. I rode that one.’ ”The property’s heritage is also referenced in the use of original ranchtools as wall decorations and a healthy dose of vintage cowboy hatsand boots.

In addition to unique surroundings, Saddles offers an extraordinarymenu, emphasizing fine steaks, pork and lamb. Elegant burgersgarnished with artisanal cheeses and gourmet bacon are also favorites,as are barbecued ribs and roasted chicken. Appetizers and first courses at Saddles include a range of updated classics and emphasize fresh local ingredients.

The town of Sonoma’s location in the California wine country leadsnaturally to an emphasis on fine wines and good living. And Saddlesenjoys significant local support. “I’d say it’s about 80 percent local,”says Jaffe. “Though every time an article comes out that kind of changes!”

Sadd le sS teakhouseSonoma, CA

www.macarthurplace.com


Saddles Steakhouse is a white-tablecloth restaurant with a

sophisticated, discerning anddemanding clientele. They knowtheir meat, and so does ExecutiveChef Dana Jaffe. She and Sous ChefSanjeev Singh worked closely withPremium Protein Brand ManagerDoug Achterberg, of SYSCO FoodServices of San Francisco, to sourcethe finest cuts for the Saddles menu.After literally months of tastings,selections were made. Among themis a Saddles menu standout—aNewport Pride Dry-Aged New YorkStrip Steak. Aged on the bone for aminimum of 21 days under carefullycontrolled conditions of temperatureand humidity, the steak is deliveredat the peak of flavor and tenderness.Along with the chef’s vision, therustic elegance of the surroundingsand the extraordinary menu, thissignature steak, aged and hand cutby Newport Meat Company, isanother reason why Saddles enjoysstellar ratings and reviews—and israpidly becoming a Sonomainstitution.

Newport Pride Dry-Aged New York Strip Steak....4900635

�Rustic Elegance in the California

WINE COUNTRY


Regardless of the weather in Cincinnati, its residents always knowwhere to go to find a little sunshine: Margaritas Authentic MexicanRestaurant & Cantina. Dubbed the city’s “Best Mexican Restaurant” byCitysearch.com, Margaritas is the result of Tony Vanjohnson’sdetermination to bring the true tastes of Mexico to his fellow Ohioans.Having noticed the growing trend around Hispanic foods back in 1998,Vanjohnson traveled throughout Mexico, searching for recipes anddishes that would be the hallmarks of his now six-location chain. Proofthat his business instincts were right on target, Margaritas even enjoysregular visits from customers as far away as Texas, California andArizona, where great Mexican food is in no short supply. Consideringthe strong nationwide competition, this CEO takes the repeat businessas “quite a compliment.”

With five locations in Cincinnati alone, and one in NorthernKentucky, Vanjohnson contributes his achievements to a stellar staff,strong customer base and an endless enthusiasm for finding and servingthe best products he can. An atmosphere that evokes a festive beachsidedestination doesn’t hurt either. “You almost feel like you’re on vacationwhen you come to eat,” he describes. And should anyone think the tastylibations voted “Best Margaritas” by Cincinnati magazine are the realreason his bottom line keeps booming, Vanjohnson is quick to reveal thetrue culprit of his success: “It would be by leading by example and notaccepting less.”

Margar i t a s® Authent i c Mex ican Res t auran t & Cant ina

Cincinnati, OH

www.margaritasmex.com

Astaple in every Margaritaskitchen, Casa Solana® Queso

Seguro is an essential ingredient forcreating many of its popular dishes.Part of SYSCO’s high-quality line ofHispanic products, this pasteurized,processed American cheese loaf isavailable in both a white or yellowcheese flavor and is incrediblyversatile. Shred over salads, soupsor entrées such as enchiladas whencold, or warm it up between twotortillas and witness its superiorinner melt—a must when makingconsistently delicious quesadillas.You can also add a little milk for asublimely thick and creamy dip thatcan be easily revved up withcrumbled beef, zesty spices, dicedchicken and more. It’s a simple wayto create cost-friendly starters thatare a breeze to upsell.

Casa Solana Queso Seguro, white ..............................2188233

Casa Solana Queso Seguro, yellow .............................2188209

�Heart and

SOL


The first McCaffrey’s Market opened in 1986 in Yardley, PA. Todaythere are three market locations and a central commissary, and in eachof the towns in which McCaffrey’s operates, the store serves a devotedclientele.

The root of McCaffrey’s Markets’ relationship with SYSCO is an activeand highly successful prepared-foods operation. Begun as a four-footsection of the deli department in one store, the prepared-foodsdepartment has grown into a major element of the business.

McCaffrey’s Markets President and CEO Jim McCaffrey isn’t surprisedthat the prepared-foods area has been a success. “I saw what washappening with my own family,” he says. “My wife was cooking maybethree meals a week and the rest of the time we were dependent ontakeout, or going out.”

The SYSCO relationship grew even stronger in February of 2003,when a devastating fire destroyed much of the flagship Yardley location.“It was just such a huge void for the community,” explains McCaffrey.“So we opened up a 10,000-square-foot tent. It’s a full grocery store,with refrigerated cases, full seafood department, meat department andprepared foods.”

While the store is being rebuilt, however, about 100 employees hadto be laid off. And to help them keep their health benefits, the town ofYardley hosted a fundraiser, with extensive support from SYSCO. “Wehad it in early April,” says McCaffrey. “Over 2,000 people showed up,and they raised $276,000 for our employees’ benefits. It’s unbelievable.”

McCaff r ey ’s Marke t s

Yardley, PA

www.mccaffreys.com


Quiche makes a delicious andvery portable main dish. The

egg-and-cream custard that is theheart of every quiche can includeingredients as varied as meats,cheeses, roasted vegetables, freshherbs, potatoes, and more. Andwhile there’s a quiche out there foralmost anyone to enjoy, the dish canbe intimidating for many homecooks—and time-consuming to boot!

Recognizing this demand, theprepared foods department atMcCaffrey’s Markets offersnumerous varieties of quiche fortakeout. And all their deliciousblends of fresh ingredients arecradled in SYSCO Classic Pie Shells.Made with 100 percent vegetableshortening for a delicate, flaky crust,and with a unique high-rim profilethat helps to keep fillings where theybelong, SYSCO Classic Pie Shellsare an excellent complement to anysavory quiche or dessert pie. They’refrozen at the bakery to lock infreshness and delivered in casesspecially designed to preventcracking in transit—a very tastyinnovation.

SYSCO Classic Pie Shells........................1193705

�Local Institution, Community

SPIRIT


Three generations of the Todaro family have made the La NovaPizzeria and Wing Company a Buffalo landmark—no small feat in thecity credited as the birthplace of chicken wings. “Papa Joe” Todarofounded the pizzeria in 1957 and built it into a thriving business withthe help of his son, “Big Joe” Todaro. Today, La Nova is in the capablehands of the third generation: “Little Joe” Todaro, his sister Carla andher husband, Sam Pantano. “We’re the No. 1 independent in thecountry,” Pantano proudly declares. “We’ve been recognized repeatedlyin trade magazines.”

As its name suggests, the two cornerstones of the business are pizza andwings. “We’re primarily a pizzeria,” explains Pantano. “Our specialtypizzas are really our signature, but we’re very, very well-known for ourbarbecued wings. Pizza and wings as a combination represent most of ourbusiness.” Combining the trademark twosome was one of Papa Joe’s earlyinspirations, but his grandchildren turned the wing business into anationwide enterprise. La Nova wings are sold across the country;SYSCO even distributes them under its exclusive Arrezzio® label.

Hard work, attention to detail and family involvement form theTodaros’ recipe for success. “We’re always trying to improve every partof our business,” Pantano insists. “There’s always a member of the familyhere, seven days a week, constantly monitoring product quality,constantly monitoring everything that goes out the door.”

Pantano concludes, “I’m proud of everyone involved. It’s just a great,great company to work for and a great family to be a part of.”

La Nova® P i zze r i aand Wing Company

Buffalo, NY

www.lanova.com

La Nova’s extensive menu offers

much more than just award-

winning pizza and wings—it also

includes pasta, calzones, tacos,

subs, salads, and more. La Nova

meets the challenges of their well-

rounded menu with quality supplies

and ingredients from SYSCO. One of

these staple products is SYSCO

Classic Liberty Mayonnaise.

This heavy-bodied, egg-yolk-based

mayonnaise is perfect as a spread

for sandwiches or as a base for

prepared salads and salad

dressings. Ready to use right from

the container, it requires no special

preparations. And with a shelf life of

four months, you don’t have to be

concerned about its expiration date.

Your kitchen staff will love the

convenience, and your customers

will love the taste! Ask your

Marketing Associate about this and

other SYSCO Classic products.

SYSCO Classic LibertyMayonnaise....................9939950

The Todaro family: Sam Pantano, “Little Joe” Todaro, “Papa Joe”Todaro, “Big Joe” Todaro and Carla Pantano

�Pizza

GENERATION


customers f i r s t

A job that requires you to be up and at ’em beforedawn might not sound too appealing to some, but forSYSCO Delivery Associate David Anderson, it’s justright. A veteran driver with almost two decades ofexperience, Anderson began his career with SYSCOduring one particularly hectic Christmas season in1985. Faced with more deliveries than drivers, a friendand SYSCO employee made a well-placed phone call toAnderson, and he hasn’t left SYSCO Food Services ofSt. Louis since. “I like all the things they do—they have

a lot going on,” says Andersonof his employer. “The golf

tournament, the rodeo, the picnics . . . I like it thatthey’re involved with us.”

In the beginning, Anderson’s route had him loggingup to 300 miles a day. But seniority has its perks andthis dedicated driver now enjoys a shorter route with 18regular stops. Less time on the road gives him moretime with his customers, and Anderson heartilybelieves that he’s met a lot of good people along theway. He’s also had some pretty memorable encountersof the four-legged kind, too. Taking care to avoidshifting his delivery load during a run down a steep

hill, Anderson decided to set off on foot instead. Acouple of very large dogs soon changed his mind and hequickly beat a hasty retreat, only: “I turned and ran tograb the truck handle . . . and I’ve locked myself out,”he chuckles.

Furry friends notwithstanding, Anderson has trulyenjoyed his lengthy career with SYSCO, even takingthe time to dole out a few words of sound advice to newdrivers. “I just tell them to watch their Ps and Qs and follow policy,” he shares. “After a while, it’ll all fallinto place.”

ST. LO U I S, M O

David AndersonSYSCO Delivery Associate

SYSCO Food Services of St. Louis

A

FORCEDRIVING

Documents

customers first - Syscokc.sysco.com/services/features/sysco_today/jan_05/ST_CF-01_05.pdf · January 2005 SYSCO TODAY 7 Jonathan Regis Marketing Associate SYSCO Food Services of Seattle