Celebrity Signature Dish Sean Wilson Your Must-Read Guide to Dealing with Customer Complaints

OCTOBER THE MAGAZINE FOR CATERERS 2010 £1.50 MAKE A KILLING ON HALLOWEEN SUPERFOODS FOR STUDENTS CELEBRITY SIGNATURE DISH SEAN WILSON YOUR MUST-READ GUIDE TO DEALING WITH CUSTOMER COMPLAINTS

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® Reg.Reg. TrademarkTrademarkmark of SSociétéociété des ProduitsProduits Nestlé S.A. Stir it up contacts www.stiritupmagazine.co.uk contents EDITOR Janine Nelson [email protected] Telephone: 01282 611677 Editor’s Letter WRITER Sarah Rigg Telephone: 01282 611677 What do you do when a customer surprised by the rising popularity of DESIGNER Richard Smith complains? It is one of the most difficult Halloween celebrations in this country. Telephone: 01282 611677 situations that a caterer has to deal The American/Walmart influence is PUBLISHER Practical Publishing with, and needs to be handled with definitely the dominant factor and Telephone: 01282 611677 the utmost care and tact. you may be surprised to learn that an ADVERTISING Mags Walker However, when a customer complains astonishing £235million was spent on [email protected] it can be a blessing in disguise. Statistics ‘celebrating’ this event in the UK last Telephone: 01282 611677 show that, for every person who year. Find out more on page 16. SUBSCRIPTIONS Olivia Blunn complains, there can be hundreds who I hope your festivities on October 31 [email protected] Telephone: 01282 684555 don’t bother to complain but who also are suitably spooky! spread negative comments about you. On page 20, we speak to two industry experts for their advice on how best to deal with complaining customers. Our Advice from the Experts column this issue examines how computer software can help improve efficiency in a wide range of catering venues, and we also take a behind-the-scenes look at the elBulli restaurant in Spain, which has been voted Best Restaurant in the World for a record five times. I’m sure I’m not alone in being Customer Profile Ocean House Café and Deli 07 04 The Soapbox and Cooks Calendar 23 Education • Food for a brainy day 05 News from Country Range - ‘Fresher’ up your menus with some brain-boosting food • Baumann’s Blog • Life’s ‘beachy’ since moving to the seaside 25 Health & Welfare News • Five ways to use... Pesto • Catering for the elderly - The three-pronged plan for • Newdles! boosting health Country Range launches brand new noodles My Signature Dish • Dishy Delights for Diwali 27 Leisure News • Good cod! - Check out our new • Wel-Cam move on tourism by Sean Wilson 28 range of fishy fare - PM right to back British hospitality • Kitchen Clean Winner • Country Club 28 My Signature Dish • My Signature Dish by 16 Food and Industry News Sean Wilson • Can you scare up a profit this 31 Leading Lights Halloween? • Growing number of diners want • With Henry Dimbleby dinner for under a tenner • Being the best of the best 33 Advice from the Experts • Stir it up’s must-read guide to • How software can meet today’s dealing with customer complaints catering challenges Leading Lights with Henry Dimbleby 31

OCTOBER 2010 Stir it up 03 Cert no. TT-COC-2143

E G N A R

Y R

T The N U O C Soapbox by Roger Rant

What’s it COOKS CALENDAR all about? OCTOBER NOVEMBER (CONT) 4th - 18th THE LONDON 18th DELIA'S FOOD AND RESTAURANT FESTIVAL WINE WORKSHOP - The feature in this issue Details: www.visitlondon.com CHRISTMAS ENTERTAINING about dealing with 11th NATIONAL CHEF OF Norwich City Football club complaints gives pause THE YEAR 2010 LIVE Details: FINAL THE RESTAURANT www.deliascanarycatering.com for thought. SHOW Earls Court, London 20th - 24th 11th CULINARY Particularly for caterers in what Details: www.craftguildofchefs.org WORD CUP Global event is optimistically called the ‘profit’ 28th - 30th THE NATIONAL Luxembourg sector (offering food for sale) HONEY SHOW Details: www.craftguildofchefs.org a reason to jump through all the St George’s College, Weybridge, Surrey 30th ST ANDREW’S DAY hoops necessary for success Details: www.honeyshow.co.uk (or survival) is paramount. Is the reason because you 31st HALLOWEEN DECEMBER really love cooking and feeding 4th EASY VEGETARIAN people? BONG. Wrong answer. NOVEMBER COURSE CHESHIRE The reason needs to be that Details: www.cordonvert.co.uk 1st - 7th BRITISH SAUSAGE WEEK you are in business for money. Details: www.britishsausageweek.co.uk 4th CARERS RIGHTS DAY That gives the correct focus to Nationwide events get things right and be there 3rd FOOD ALLERGY - THE Details: www.carersuk.org WIDENING PERSPECTIVE for your customers in the future. The Allergy Research 4th - 5th FOODIES CHRISTMAS Foundation and the 2010 Allergy Academy Craft Guild of Chefs London Edinburgh Details: www.foodsmatter.com Details: www.foodiesfestival.com

5th BONFIRE NIGHT 24th CHRISTMAS EVE Details: www.dti.gov.uk/fireworks You can email 25th CHRISTMAS DAY your letters to 14th WORLD DIABETES DAY [email protected] Nationwide events 26th BOXING DAY Details: www.worlddiabetesday.org 31st NEW YEARS EVE

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COUNTRY RANGE Make Country Range the biggest brand in your store room

Country Range is a brand with heritage, renowned for delivering consistent high quality to thousands of caterers for over 20 years.

Today the Country Range brand provides a choice of options across all major food categories and also offers a growing number of speciality products to inspire fine dining menus or to help add that special touch.

Product sourcing, manufacture and quality controls are audited to the highest standards of the food industry. Product quality is maintained by specialists in food standards and technology employed to conduct regular product testing across the range.

We operate a vigorous new product development and improvement programme within the Country Range Development Kitchen. As part of the development of our brand we are working with our manufacturers to minimise packaging waste wherever possible, by introducing innovative packaging solutions.

Product Support

Fact sheets for all Country Range products are available to download on our website www.countryrange.co.uk. These provide full nutritional, suitability and allergenic information for the products. You will notice that we have now included a suitability ticklist on all Country Range products in this guide. This enables you to identify at a glance the right products for your menu.

You can download Manufacturing Safety Data Sheets (MSDS) for the Professional Hygiene range from our website. E G N

Country Range Customer Profile A R

Y R T N U O Life’s ‘beachy’ since C moving to the seaside

When Nikki and Robin “It was exceedingly shabby: a real “It has been interesting because we’ve dive! We lowered the chest-high really had to adapt our menu from what Townsend wanted a change windows and gutted the inside, we did in Bristol because the people of lifestyle, top of their wish moving the kitchen from the first are a lot more diet-conscious down list was to live within 30 to the ground floor. here. We also have a much wider “We have had a fantastic reaction from age range here and we try to be seconds of the sea. the locals who are relieved that we have very aware of different dietary needs, transformed what was a terrible eyesore. such as coeliacs and vegetarians.” After ditching the idea of moving to They couldn’t be nicer people and they Many of their dishes are made using the Med, the couple sold their home did everything they could to help us.” Country Range brand products, which and thriving deli/café in Bristol and The move has been a baptism of fire for were a new discovery for Robin when headed for a new life in Budleigh Nikki in particular, who gave up her job he moved to Devon. Salterton, East Devon. as a psychotherapist to run the front-of- “I’d never used Country Range before Acting on impulse, they bought a house operation in the café. and I had always thought that own run-down pub and transformed it into But the rewards have been tremendous brand products were cheap and nasty, the stunning 70-seater Ocean House for the couple, who have been married but it’s really great stuff! In particular I Café and Deli, which opened in for 24 years. love the mayonnaise and the olive oil - December last year. “We regularly go diving and swimming it’s the best in the business by a long, Chef Robin explains: “We were walking in the sea,” says Robin. “Two minutes long way. You always know what you along the high street when we saw and I’m in the water swimming. You are going to get with Country Range this building and we called the estate can’t say fairer than that!” products. They are always consistent agent and asked him if he could Their menu is an eclectic mix, with lots and you don’t have to worry. I can’t come out immediately so that we of salads and homemade quiches and praise them highly enough.” could see it. We told him we were cakes. “We make homemade soup in Robin and Nikki recently started serious and we pretty much bought the winter and we make 90 per cent of holding open evenings once a week it there and then! everything ourselves,” continues Robin. in response to customer demand - and their pizza nights and rustic suppers have gone down a storm with their regulars. “They have been so well-received and our customers are demanding more and more. I’m not sure I want to work every night of the week - but it’s nice to have the option!” adds Robin.

OCTOBER 2010 Stir it up 07 Walking on sunshine: Nikki and Robin

E G N

A News from Country Range R

Y R T N U O C Five ways to use… Hey Pesto! - Magic up some ‘razzle basil’ for your dishes PESTO = (definition) beaten

As the October nights draw us into some more into a bowl with bread winter, why not liven up your dishes crumbs, lime zest and herbs of by getting tasty with the paste-y! your choice. Country Range’s green and red Spoon the bread crumb mix over the pesto sauces are a delicious blend cod and press down lightly to make of either red pepper or basil, pine a delicious crust on top. Bake in the nuts, garlic, olive oil and cheese. oven for 15 - 20 minutes or until the These tangy tongue tinglers are fish is just cooked. delicious with fish, neat with meat and super in soup. 3. Tasty pesto baguette They are also versatile enough to Cut into 12 slices spreading each make a variety of vegetarian starters side of bread with pesto, then top and mains. with cheese spread, fresh cherry tomatoes and bake for around eight So without further ado... here are minutes on a medium heat before five tasty ideas for you. serving on a bed of rocket.

1. Green pesto rib-eye steak 4. Butterflied pesto chicken breast In a bowl, mix up half a cup of green Add Italian herbs and olive oil to pesto with six tablespoons of grated your pesto before spreading over parmesan cheese, two ounces of the chicken. Grill for 20 minutes, then softened cream cheese and two top with black olives and serve with tablespoons of minced green onion. salad, potato wedges and coleslaw. Cut into each side of a beef rib-eye steak to form a deep pocket and 5. Pesto tagliatelle stuff with the mixture. In a bowl, add your pesto, a dash Press closed, drizzle oil over the of extra virgin olive oil, a chopped beef and season before grilling onion and the paste of one garlic for 15 minutes on each side. clove along with some mascarpone cheese and peas. Add your cooked 2. Red pesto-topped cod tagliatelle to the mixture and serve Country Range pesto is Spread your cod with a big dollop with garlic bread for a delicious and available in 500g plastic tubs. of our red pepper pesto, then add simple vegetarian dish.

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COUNTRY RANGE Adverts:Layout 1 delights copy 3 17/8/10 15:45 Page 1

Fish Cakes For every menu

A delicious selection ofdeep frozen fishcakes, perfect as a starter and a real plate filler as a main course.

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Smoked Haddock Thai Style Cod & Prawn Salmon & Dill

Country Range Foodservice covers the UK and Channel Islands For details of your nearest distributor call 01282684555

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FOOD AND INDUSTRY NEWS

E G N A

Competitions Offers Freebies R

Y R T N U O C

This regular feature offers you that little bit extra. Welcome to the C- exocluusivnelty forr ycu stComleurs b of the Country Range Group. Freebies MAKE A STAND WITH MARS RICE Competition AND EASY Country Range has joined forces with Tefal to offer one lucky reader their fantastic 4-in-1 rice cooker.

This electronic kitchen must-have has four settings allowing you to cook or steam rice pudding rice or porridge – enabling one lucky reader to create a wealth of winter warming recipes from breakfast through to supper. With a renewed control panel design Maximise your confectionery sales with blue LED and brushed stainless with this free impactful display from steel housing, this rice cooker will fit Mars. According to Marketing into any kitchen. The automatic keep Sciences 2005, 70 per cent of warm function switches on at the end confectionery is bought on pure of cooking so the food is ready to eat Simply send an email titled ‘Tefal impulse, and this eye-catching stand when you are. Rice Cooker’, with your name, is sure to guarantee better sales. It is fabulous for cooking up the new contact details and the name of your To claim your free, on-loan display Country Range wholegrain brown rice Country Range wholesaler, to stand plus chocolate worth £20, to perfection. [email protected] call 07900 137956.

OCTOBER 2010 Stir it up 13 E G N

A NEW ETHICAL STRING R

R AND TAG TEABAGS T Competition N Offers U O C SLEEK CEREAL STANDS

Country Range are pleased to profile of a good English breakfast tea. add 100% Rainforest Alliance The new product is ideal for use in restaurants, cafés, breakfast bar areas String and Tag teabags to their and fast moving self-service areas. product range, following the The new product is packed in sets success of their Rainforest of 100 tea bags per unit in an attractive counter display box. Alliance Catering Tea Bags Ask your local Country Range wholesaler and Envelope String and Tag. for further details on the tea and its attractive price point, which has the The blend is 100 per cent Kenyan potential to increase your cash margin. Rainforest Alliance Certified tea, We’ve got five CASES - each containing and delivers a full copper-coloured 1,200 of the new string and tag teabags appearance with the great taste to give away to Stir it up readers.

To enter simply send an email titled ‘string and tag teabags’, along with your name, contact details and the name of your Country Range wholesaler, to [email protected]

Our friends at Kellogg’s have some great new display stands to give away to Stir IT’S A WRAP! it up readers. Freebies The stands will: • Maximise the visibility of your cereal and snacks range Sales of foil wrap in the UK • Cereal unit is available in three foodservice industry are styles: Counter top, 2 tier estimated to be £30million counter top, floor standing unit but there has never been a non- • Sleek style for maximum impact stick foil available - until now. • 40% of sales are down to good • Can be used in all the same ways presentation as standard foil along with the Kellogg’s recommend Kellogg’s Baco-Foil has created 16 micron benefits of non stick display stands to: non-stick foil, which is set to take • Coating totally food safe the industry by storm. • Keep your display tidy and The new foil: Country Club has 50 rolls of the well stocked • Doesn’t need oil so is therefore new non-stick foil from Baco-Foil to • Drive sales by placing stand in a much healthier and convenient give away. prominent position Simply send an email titled ‘Baco-Foil’, • Stops all foods sticking during • Separate it from other POS with your name, contact details and cooking - line your grill pan, cover to enhance impact foods for roasting or baking the name of your Country Range • Alows for easier separation of wholesaler, to To claim your free stand contact the foods wrapped for freezing [email protected] Kareline on 0800 783 6676.

14 Stir it up OCTOBER 2010 E G N A R

Y R T N

Competition Competition U O LEON 2: NATURALLY WIN BELVITA BREAKFAST C FAST FOOD (RRP £20.00) BISCUITS Belvita Breakfast We have three copies of this fabulous, recipe-bulging biscuits are delicious book up for grabs courtesy of publishers Conran Octopus. Like its predecessor new crunchy biscuits Leon 1, it is once again a book of two halves. that are specially The first half is 'Fast Food', which designed for breakfast. contains recipes for every occasion that takes a maximum of 20 minutes Made with wholegrain, they are ideal for out-of-home to prepare. are rich in cereals, contain breakfast consumption. The second half is 'Slow Fast Food' vitamins and are a good *Nielsen Volume Sales which contains things that can be source of fibre - slowly 12 weeks to 10/07/10 made in advance when you have releasing carbs to keep **Nielsen Homescan to time, to enjoy when you don't have time. you going all morning. 10/07/10 Belvita Breakfast is sold To celebrate the launch of To enter simply send an email titled ‘Leon’, along with your in 20 x 50g shelf-ready Belvita Breakfast, Country name, contact details and the name of your Country Range packaging perfect for Club is offering readers the wholesaler, to [email protected] attracting till point sales. chance to win one of 25 Each pack contains four cases of 24 x 50g Belvita. biscuits, meaning they Closing date for all competitions: 31st October 2010. All winners will be notified by 30th November 2010. Postal entries for all of the To enter, send an email titled ‘Belvita competition’, with competitions can be sent to: Country Range Group, PO Box 508, your name, contact details and the name of your Country Burnley, Lancashire BB11 9EH. Full terms and conditions can be Range wholesaler, to [email protected] found at: www.stiritupmagazine.co.uk/competitions

SEASON VALLEY

AA saucesauce ofof goodgood grub!grub! Season Valley is proud to introduce a wide range of versatile sauce solutions, offering caterers a fantastic choice at an affordable price. With value for money from a foodservice brand you can trust, these exciting flavours will never be far from your reach.

INTERESTED IN OUR PRODUCTS? Then call the AAK Foodservice sales team today on 01482 701271. Alternatively, go online at www.aakuk.com to find out more!

OCTOBER 2010 Stir it up 15

S W E N

Food and Industry News Y R T S U D N

I Can you scare up a profit this Halloween?

D N A

D - Fright night now worth £235million in the UK O O

F Liverpool’s Alma de Cuba bar and And what’s more, it’s good for the restaurant hosts one of the UK’s most economy with some retailers seeing popular Halloween events attracting October 31st as the second most lucrative 500 revellers at a time. period after the Christmas season. And UK bakers Greggs took the spooky Last year sales of costumes, themed spirit a step further by inviting in a local food and drink, sweets and coven of witches into its £16.5million decorations topped £235million. bakery in Manchester to hand out So how can you take a bite out of creepy crawly cupcakes. the growing market? But you may be surprised to learn that If you are planning to hold a Halloween Halloween is not just another US import themed night you could invite staff and actually originated in Ireland. to dress up and run a ‘dying for dinner’ It didn’t hit the US until the mid-19th offer - buy one meal and we’ll kill the century when the potato famine drove price of the other. more than one million Irish across If Britain is going the way of America the water. then there will be mega bucks to be The Americans have been Halloween, or All Hallows Eve, was made in the future, with the States cashing in on Halloween for a celebration at the end of their currently raking in £6billion from the years - with the average yank harvest season. Halloween industry. now spending £65 on the night. The tradition of trick or treating is an To make your night go with a bang adaptation of the medieval practice - check out the internet where there Now it seems the Brits are learning a of ‘souling’ where people would offer are hundreds of recipe and party ideas. trick n’ treat or two when it comes to to sing and pray for the dead in return getting the tills jingling on October 31st. for food. You’d be a ghoul not to! Growing number of diners want dinner for under a tenner The UK eating-out market is The report, which tracked the eating towards healthier eating, sustainability slowly starting to recover habits of more than 2,000 consumers, and food provenance. Half of found there had been a decline in consumers claimed that healthier but the recession will have visits to outlets which charge more eating now formed part of their overall an enduring impact on than £10 per head, while outlets eating-out behaviour and said that consumer attitudes, according charging less than £10 have seen the local sourcing was the most important to new research. strongest increase in trade. Moreover, sustainability initiative for operators discounting has become a permanent to engage in. The Eating Out in the UK 2010 report, feature of the market, with nearly Steve Gotham, project director, Allegra produced by industry analysts Allegra four in 10 adults using vouchers on a Strategies, said: "Foremost among Strategies, has revealed the value of regular basis. customers' emerging needs are eating out will rise one per cent from Eating Out in the UK 2010 predicted healthier eating and greater last year to £40.5billion in 2010, with one that growth would continue over the sustainability responsiveness from in 10 meals eaten away from the home, next five years, with the market hitting operators. Consumer awareness and down from one in nine in 2009. £49billion in 2015. However, it warned knowledge of healthier eating and The findings come in an extensive that the market would be affected sustainability issues continues to piece of research into the size of the in 2011 by the outcome of the grow - and more engagement in UK informal eating-out market, which emergency budget and the rise both of these areas from eating includes pubs, fast-food restaurants, in VAT to 20 per cent. out businesses will be essential to staff restaurants and coffee shops. The report also found a major trend strengthen customer affinity."

16 Stir it up OCTOBER 2010

S W E N

Food and Industry News Y R T S U D N I In the Pink D N

Bottlegreen is changing A

D its name to bottlepink O O for a limited period - in F aid of Breakthrough Breast Cancer.

Throughout October, which is Breast Cancer Awareness month, the company will donate 10 per cent of every special edition bottlepink Pomegranate & Elderflower cordial and sparkling pressé sold to the pioneering charity. Feeling Fruity? Breast cancer is the most commonly launch of the world’s biggest breast British Bakels has launched diagnosed cancer in the UK with nearly cancer database. 46,000 women and 300 men diagnosed Bottlepink is available for a limited a delicious new fruit each year. Whether helping fund period (15th September - 15th filling range. the research or campaigning for November only) and the 10 per cent Bakels have been producing improvements, the work of the donation from each bottle sold will high-quality fruit products to the charity is widespread and last year support Breakthrough Breast Cancer bakery market for many years saw many successes including the in its ground-breaking research. and have now developed a fresh new range of quality fruit fillings packed in convenient 2.5kg pails for the foodservice market. Having conducted extensive Top benchmarking tests against the current foodservice offerings and brand leaders, we now have a premium range providing both quality and value for money. That! A company spokesman said: “At Bakels we care about fruit and as a Michelin Star restaurant with every A well-known name across such manufacture our products on four packs purchased and to collect the country, Philadelphia has a batch over batch tumble process, professional kitchen equipment with as opposed to the more traditional always been a favourite for every pack purchased. See packs continuous batch method. This cheesecakes and sandwich for full details, where you can also find ensures a high level of fruit integrity in-pack recipes by Sophie Wright so fillings, but that’s only the tip giving you more pieces for you can get creative in your kitchen. of its versatility. your pound! Sophie has joined forces with the “This fresh new range has been The latest ‘Love It’ campaign Philadelphia team to experiment with designed to be economical in use encourages people to use Philadelphia this popular ingredient and create but without compromising on quality in new and exciting ways, making the seasonal recipes for starters, main or performance.” most of its adaptability for use in courses and desserts. Sophie’s recipes Available in a wide variety of flavours, both sweet and savoury recipes. For and many more are available online at including apple, blackcurrant, red example, why not try using Philadelphia www.philadelphia.co.uk/professional cherry, strawberry and apricot, the for sauces, soups, risottos, dips, pasta, range is very versatile and ideal canapés and many more dishes? for the filling of fruit pies, crumbles Philadelphia is heat stable and melts Philadelphia Frosting and slices, or blending with and the easily, making it a practical and versatile Beat icing sugar and butter until topping of mousses or cheesecakes. substitute for other dairy products. pale and smooth. Gradually add in Special 1.65kg packs of Philadelphia Philadelphia. Once all incorporated For more details visit Original and Philadelphia Light are gradually add in coffee essence to www.bakelsfoodservice.co.uk currently offering the opportunity to taste for a delicious topping on win a fabulous dining experience at coffee and walnut cake.

OCTOBER 2010 Stir it up 17 Tasty products, Tasty profits

www.cirio.co.uk Authentically Italian since 1856 Only the finest tomatoes, grown in the Mediterranean sun, are used for Cirio products. Quality is guaranteed as the growing process is carefully controlled from field to fork, ensuring a delicious flavour and the most enjoyable culinary experience. The Cirio range includes Chopped, Peeled Plum and Cherry Tomatoes, Passatas and Purées. Food and • th Wt e Res y Not rest? the from aprt stand it makes What restaurant ‘gre at’? greata makes What Be 201 Ad re a ha in lo i It as 20 best ‘mo e a m i n o l b i B ng st

s th s s r f t Th Nu ri 0. ro 2 he u e ay 2, aura taur r mo lec ben e à i g r l e h t un main b scen the behind lok a ake r e l what So m i 206, mb estaur na was w t a n o - en ul ou

st 01 ant est chef by a Cat n Ju orld nt a l p ar er s e v i des rem Montji,oCal v erloking ng 15 ne 207, aur or r seaon, mal, gast One h magzine restaurbest ant the hailed t e n ant . ing n e g med m six set eatr arkble ant as cribed lonia's ” a s dina a Fer t ronmy’. to 208 nd M hre has on en i s i u c e t u a h f o r o t a r e rfivecor d Chef Dec on it for ran Adrià,who its s who res the fro m aprt resta ry ths seaon: limted a Cos 2 and world'sthe of list em ju as ex ic t “ of spen t are I star edhelin ample,runs t e h in pecials 20. ber Brava a,has ndu Deca the ie. and- 09 dged in- times e t s o m ur the an The elBui at de stry N t t? • • • • • • • w and sw sa d e. co num men Rat The men f ap p t st A d o res a S o d But I t Bokings sea o t ro ho c he ac ta i er n ays n n e t af g. hi peol 50 - seaon she any vou mpr p et dishe veloping m ff ervat her gets the du day single a usan ew f bes the of best the mak e ch the in son

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s • • • • • • and Yo t ‘ i d i mi t t req o Guest never end The Fer b o i The The t t and co l t Tarhere e (excl t ncuri co s os wo el hat masive he hat meal). he o eni f cl e f wi sq Bu mi rk any t cho si s hem ui t rep - an wi l o t menu restaur aver yea ed nf h uo ud he Ti ng ect o l when remnts l eat nce i ngHe . f si o i a mes

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FOOD AND INDUSTRY NEWS

S W E N

Food and Industry News Y R T S U D N I

D N A

D “A satisfied customer? O O F We should have had him stuffed” - Basil Fawlty Stir it up’s must-read guide to dealing with customer complaints!

David Hennigan (centre), Academy of Richard, Food and Wine’s Restaurant Manager Earl of Bradford of the Year 2010

Forget AA Gill and his tripadvisor wields enormous power cope with them - is a definite art. and the hospitality industry knows it. fellow critics, thanks to the And it isn’t always disgruntled customers Here, Stir it up gathers the expert likes of tripadvisor.com, dishing the dirt. The website provides a advice of two prominent figures in perfect opportunity for rival restaurants the restaurant world. every man and his dog is or hotels to stick the knife in. First is Richard, Earl of Bradford, a prolific hotel or restaurant A series of bad reviews can ruin a chairman of the Restaurant Association hotel’s business - and in response and owner of Porters English restaurant, reviewer these days. European hoteliers are seeking to Covent Garden: www.porters.uk.com persuade the EU Commission to Porters has recently celebrated its 30th But the poison pumping through the overhaul the rules governing website anniversary, and Richard has years of virtual pens of boiling Brits is far more reviews to ensure they have been customer-placating under his belt. damaging to most ordinary operators posted by genuine guests. Our second expert is David Hennigan, than a few clever paragraphs in one A report by the travel website, Academy of Food and Wine’s of the national newspapers. Travolution, claims hoteliers are being Restaurant Manager of the Year 2010 Welcome to the world of customer approached by companies promising www.crownatwhitebrook.co.uk complaints - 2010 style. to post positive reviews on the website So, with this in mind, the hospitality in return for monthly fees. industry should surely be placating, Although tripadvisor maintains all How do you cope with embracing, and indeed celebrating reviews go through a strict screening complaining customers? their grumbling guests! process prior to posting by installing If you still aren’t convinced, check out technology aimed at detecting Do you have any anecdotes the tripadvisor website for yourself. those who try to bypass this process. or advice that you would like A couple of examples: ‘The waiter Those reviews they do suspect may not to share with Stir it up readers? had all the charm of a stinking sewer be genuine are headed with a warning You can email your stories to rat’, and, ‘Just one word of advice if you in red, bold, type. [email protected] are booking a meal here . . . DON’T!’ But back in the real world of face to or call us on (01282) 611677. With some 25million-plus users a month, face complaints - knowing how to

20 Stir it up OCTOBER 2010 Food and

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FOOD AND INDUSTRY NEWS energy iphone CRG October Stir it up_Layout 1 10/08/2010 09:34 Page 1

Massive on-pack promotion from the UK’s No. 1 energy drink** The must-have gadget for everyone On pack offer runs runs from 1st October to 14th November See promotional section for special price offer On Pack Offer available on: Original, Orange & Cherry

LUCOZADE and LUCOZADE ENERGY are registered trade marks of the GlaxoSmithKline group of companies. iPhone is a trademark of Apple Inc., registered in the U.S. and other countries. Endorsement or Sponsorship: Apple does not support the use of its logos, company names, product names, or images of Apple products by other parties in marketing, promotional or advertising materials as their use may create the perception that Apple endorses or sponsors the product, service or promotion. *There is one iPhone to be won every hour between 10am-8pm each day between 1st October-14th November 2010. **AC Nielsen Convenience MAT 31.10.09.

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Bakels have been producing high quality Available in a wide variety of flavours, Suitable For Vegetarians fruit products to the bakery market for including Apple, Blackcurrant, Cherry, many years and has now developed a Strawberry and Apricot, the range is very Freeze Thaw & Bake Stable fresh new range of quality fruit filings versatile and ideal for the filling of fruit pies, High Quality Fruit Integrity packed in convenient 2.5kg pails for the crumbles and slices, or blending with and Easy Re-sealable Pack Foodservice market. the topping of mousses or cheesecakes.

NOWNOW AAVAVAILABLEVVAAILABLE IINN OOURUR 2.5KG2.5KG RANGE:RANGE: AppleApple & BlackcurrantBlackcurrant FillingFilling ApricotApricot FFillingilling ForFor thethe ffullull rrangeange ooff oourur pproductsroducts CChunkyhunky AApplepple FillingFilling LLemonemon FFillingilling andand deliciousdelicious rrecipeecipe iideasdeas vvisit:isit: SStrawberrytrawberry FillingFilling RReded CCherryherry FFillingilling Tel.TTeel. 0186901869 356400356400 BBlackcurrantlackcurrant FillingFilling BBlacklack CCherryherry FFillingilling www.bakelsfoodservice.co.ukwww.bakelsfoodservice.co.uk www.bakelsfoodservice.co.ukwwwwww..bakelsfoodservice.co.uk Food and - F ‘Fresh o r’ fo d up I ndu yo stry N ur br some with menus r mor junk mo co sharpen t Sci A for Studen d - uni English an as ‘ ‘ ‘ y W a d c S right he are many d l b u u u u o c o i i t s ets s y r h h a s ew n n Great magnesiu, vi meo Le Eg fods. super Simple On B caner, C S C S C S C S u sug est enc a versit h w w n t em and od y c d ce flock hey u u u u r o thei i o o o o e tam ro a n

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*KNORR has unbeatable scores for taste and without as many additives, when testing top flavours for dehydrated soups versus main competitors To discover more about our passion for taste and for a FREE Sample visit www.unileverfoodsolutions.co.uk Alternatively call 0800 783 3728 (Option 1) Lines open Mon-Fri, 8am-6pm. Offer open to UK bona fide caterers. One sample per establishment. Food and ‘v whi Ufi in Britis Cameron’s has sh Ho th Th Hospita - W i e e c e sh tal r PM ’s sp ch la has c wel ape ’ i hi it ck om t h n D al ef avid ned coner ben long the g et to helping it of . el- ouri men y As execut come lit suport.gonmet ver b y Ca ts as sm ocia p f s meron Britshthe of ive o ol w lans d s ( tion igh David U ‘refreshing’. Cam to inspech a Ib fi istourism aid ads BHA) I

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FOOD AND INDUSTRY NEWS - LEISURE H S I D

E Celebrity Signature Dish R U T A N G I S

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L My Signature E C Dish by Sean Wilson

When actor Sean Wilson After quitting the cobbles of Corrie in His latest, launched in Alnwick last walked away from his role 2005, the actor and keen cook set up month, is Rum-py Pumpy, a blue the Saddleworth Cheese Company cheese mixed with Northumberland as Martin Platt in Coronation which prides itself on producing blended rum. Street, he had no idea his hand-churned cheeses from Lancashire. Says Sean, who recently starred in BBC new career would involve He named each of his cheeses after drama Waterloo Road: “It is a delicious phrases used during his childhood blue which remains very white on the flogging rumpy pumpy and which include ‘Smelly Apeth’ (Blue inside despite being blended with dark a bit of ‘how’s yer father’ cheese), Mouth Almighty (Lancashire rum. You can’t tell the two are mixed to an eager public. tasty) and Muldoon’s picnic (Lancashire until tasting it.” crumbly) - current holder of three The actor, who juggles his thriving And so successful is Sean’s new gold titles. business with a string of TV acting venture, he now counts premiership roles, has chosen a Lancashire cheese footballers and Michelin-starred soufflé as his signature dish. restaurateurs among his clients. Adds Sean, who last year spent some But before you reach the wrong time working alongside Northcote’s conclusion, we should point out that head chef Lisa Allen: “This is a ‘Rum-py Pumpy’ and ‘How’s Yer dish I make during my cooking Father’ are two of Sean’s five demonstrations. award-winning cheeses. “My company is all about making real cheese as it used to be made, without any machinery.

28 Stir it up OCTOBER 2010 Celebri o S “ e e k i d e h c Yo ches w e h c W “ f d e v o f n p u r e u s a p e w.s t s a p t g n i r u e can f e l i h e o e s r o a t .e s I m o s n t e b e c n n t t e b d s adleworthces t s I “ t s o t h I n a f r e v e t t i e h t e l p o e p o t e t a r t s n o m e e h e t at a h t out ind i h d , a u o r s e e s e h d s r e f u o s e : c s m v s i g t n o a m r e p u s e a e r a y h t r a m r e p u o c e l p o e p t e l d n a d n u o r d o o , d n n e e w s e v l e m 0 2 t s i s n a a I s o m e d r e v ty S a more f h t é l r u o l o c , y c n e t o t m r e p u s e h t n i p u t u c n e e s e e h c e d a m d n a h eh t n i g n i k o o c s i e h t L l a e r t a h s e t u e v i g r i h s a c n a L ‘ t e k r t e k s m e h t r o f c n e r e f f i d e g u h Sean’bout u c o t e r a p s ign a c n a d n a e s e e h c yr e v m .couk e l p o e p dn a e n i m e k r a er i h s d n a ature ”. s e v l e t ec n a h c e h t s a v i u q e .s s e n h c i r ’e t s a t

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