Food and Drink International - Winter 2016 Volume 1 - 127

Le Pain Quotidien
locations to serve the classic, rustic loaves of bread he grew
up with. Seven years later, Coumont opened a flagship bakery on Madison Avenue in New York City. Today, there are
more than 230 corporate and franchised restaurants in 18
countries, and six more locations are expected to open this
year. "We want to be the favorite restaurant in the neighborhood, having locations that are convenient to where people
live their lives," Satzman says. "We want a nice patio and
to be located on the sunny side of the street in a charming
building or on a cozy corner."

Tailored Service
Le Pain Quotidien prides itself on providing tailored customer service. "For example, if you are having a relaxed meal
with friends and then decide that it is time to leave, one of
the biggest delays in full-service dining is the time it takes to
flag down your server, then they go get the check, you pay
and they make change or swipe the card," Satzman explains.
"We launched a Pay-At-The-Table option in our app. Your
server brings you the bill, you scan it, touch the tip amount
and sign with your finger, then walk out and receive a receipt
in your inbox. That can take 10 minutes off the close of your
dining experience."
The company rolled out its mobile app less than one year
ago and about five percent of its customers are paying with
it. That number continues to grow and Satzman says the
early adopters love it because it saves them time and incorporates a loyalty program. "It's not about whipping people
in and out, but where we can add convenience," he adds.
"Customers can preorder from the app by telling it they want
to pick up their croissant and cappuccino tomorrow at 9:15
a.m. at any LPQ, and it's there waiting for you."
On the retail side, Le Pain Quotidien trains its staff to be
more efficient and reduce customers' wait times. "We implemented asynchronous receipts, and the idea is that while
your receipt is printing I can start working on the order of
the person behind you," Satzman says. "That saves time for
the second or third person in line."

and emissions from the food supply chain - agriculture,
packaging and transport - were its top-two emission producers. Electricity represents the lion's share, which is used
for lighting, cooking, heating and cooling.
In response to its findings, Le Pain Quotidien now uses
LED lighting in all 90 of its U.S. locations, which has reduced
its energy consumption by 60 percent and its carbon emissions by 168 metric tons. To offset the remaining climate impact from its New York and Connecticut restaurants, Le Pain
Quotidien is supporting a Gold Standard-certified climate
project in Africa. The offset project distributes heat-efficient
cooking stoves to reduce wood consumption, prevent deforestation and improve the livelihoods of families in Africa.
Moving forward, Le Pain Quotidien believes doing good
is good for business, and that it prospers when it takes care
of its people and the planet. "This formula is working great
for us: do good for our bodies, our communities and our environment," Satzman says. "We are positioning ourselves to
double the size of our footprint in the U.S. over the next three
to five years and will be entering three new markets in the
next two years."

Green Initiatives
Le Pain Quotidien ran a pilot program in New York City last
year certifying 43 of its restaurants as CO2 Neutral, a CO2logic initiative. "By choosing for CO2 neutrality, a company
or organization chooses to take responsibility for the true
impact of its CO2 emissions instead of shifting it to society,"
the organization says.
CO2logic, an independent climate advisory organization,
identified Le Pain Quotidien's main CO2 emission sources
and opportunities to reduce them. It found that electricity
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Table of Contents for the Digital Edition of Food and Drink International - Winter 2016 Volume 1

Contents
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