Food & Drink International - Spring 2017 Volume 1 - 65
says. "Every quick-service business is
competing for the same pool of people,
which does not make things easy.
"That's why we teach our staff that
customer service is not a transaction
- guests are not coming in the store
to try on a shirt. They're coming in to
buy something, which is why staff has
to capture customers' curiosity and enthusiasm for our brand. So I tell them
all the time we're not selling cupcakes;
we're selling customer service.
"Everyone from the baker to the front
counter person - who is the heart and
soul of our business - has to be an
inherently nice person," Lloyd adds.
"That's what we look for because we
can teach the necessary things needed
to know about running a business, but
we cannot teach someone to be nice."
Magnolia Bakery considers itself an
industry leader in helping employees
develop professionally. That is why the
bakery offers a career path, cultivating
its employees from counter person to
general manager, director of training or
culinary trainer - if they have a desire
to grow within the company.
"It's all about their level of enthusiasm, interest in what we do, and care
and concern about customer service
and delivering a quality experience,"
Lloyd says. "Currently, I have an employee that's a general manager in our
busiest store in New York City. Eight
years ago she started working behind
the counter while she was in school."
"We have employees who have
worked with us for 15 years," she notes.
"I think once they come on board they
find this is a company that values their
contribution. So we'll work with them
in whatever way they want to grow and
position them with great opportunities
in this industry, which is something we
take great pride in."
Keys To Success
As a full-service, old-fashioned American sweets bakery, Magnolia Bakery
has more than 200 products that have all
played a part in its success. These popular goods include cakes, pies, cookies
and cheesecakes, and of course its famous cupcakes.
Reflecting on the bakery's 20-year
anniversary in 2015, Lloyd notes that
it's the customers, many of whom are
regulars, who make the bakery what it
"One thing that's really interesting
about Magnolia Bakery, that I love, is
we become part of people's life celebrations," Lloyd says. "We're the bakery you go to when you want to order a
birthday, anniversary, wedding, holiday
or baby shower cake.
"So we have people who have been
coming to us for 20 years and they love
the fact that our product remains consistent. And not only has it gotten better
as the years go by, but we also stay current with what people are interested in
and buy new product all the time."
Lloyd attributes the consistency of
its products to the bakery's authenticity when preparing its products. "No
matter where we are located in the
world, we bake from scratch - flour,
butter, sugar and eggs," she says. "It's
all made fresh every day in every location, and it's a very important part
of who we are because many bakeries
- especially when they are a chain -
bake in a commissary and deliver.
"The culture of Magnolia Bakery
resonates with our customers because
each and every one of our bakeries still
maintains the environment of a warm
and friendly place, just like how we
were founded," Lloyd says. "So they
can come in and someone will help
guide you through a product you would
be interested in, even as we continue to
grow. That's authentic."
food & drink international * spring 2017 volume 1 * www.fooddrink-magazine.com