The Secret Ingredient is People
How Garden Catering's Growth Became Rooted in People & Process
Garden Catering, a family-owned and operated institution since 1978, is renowned for serving up "the best chicken nuggets you'll ever have." With seven locations across Fairfield County and New York, this beloved brand has built a loyal following over generations. However, when I joined them in 2016, they were facing operational and training challenges that threatened to hinder their growth. Each location operated independently, relying on paper-based training and inconsistent procedures. This lack of standardization led to inefficiencies, inconsistencies in the customer experience, and difficulty in tracking performance across the business.
Establishing Operational Consistency
My first priority was to create a unified operational framework. This involved:
Streamlining Recipes: Ensuring consistency in food quality and preparation across all locations, leading to reduced food waste and improved cost control.
Documenting SOPs: Developing clear, standardized procedures for every aspect of operations, accessible digitally to all team members. This "single source of truth" eliminated confusion and ensured everyone was following the same best practices.
Implementing Uniformity: Working with each location to align their practices with the new standards, resulting in more efficient productivity and reduced labor costs.
Building a Scalable Training Program
With a solid operational foundation in place, I focused on developing a digital training program that could support Garden Catering's growth. This involved:
Creating Engaging Content: Developing interactive modules that covered all aspects of restaurant operations, making training more effective and enjoyable for employees.
Leveraging Technology: Transitioning from paper-based training to a user-friendly online platform, ensuring easy access to up-to-date information and saving time and resources.
Ensuring Scalability: Designing a program that could easily accommodate new hires and locations, enabling consistent training as the company expanded.
Cultivating the Next Generation of Leaders
YOU DON’T BUILD
A BUSINESS,
YOU BUILD PEOPLE
AND THEN PEOPLE
BUILD THE BUSINESS
- Zig Ziglar
To further strengthen Garden Catering's internal capabilities, I helped identify and develop future leaders within the organization. This involved:
Hosting "Train the Trainer" Seminars: Equipping high-potential employees with the skills and knowledge to train others effectively, fostering a culture of internal growth and promotion.
Facilitating Manager Training: Providing comprehensive training for new managers, covering leadership, communication, and problem-solving skills, essential for creating a positive and productive work environment.
Building Efficient Training Systems: Creating streamlined processes for onboarding, training, and ongoing development, ensuring a consistent pipeline of talent and reducing turnover.
The New Haven Launch: A Turning Point
Owner Frank Carpenteri Jr stood on the expo line opening day with his hands in his pockets, looking puzzled with pride. “Well, I guess I’ll go pick up my kids from school. I’m not needed here.”
It was the first opening in the company’s history where the owners and executive team was not working behind the line to get food out the door.
The opening of Garden Catering's New Haven location in 2018 marked a significant milestone. I oversaw the entire process, from hiring and onboarding to training and pre-opening operational readiness. This was the first time in the company's history that the owners were not directly involved in the kitchen on opening day, a testament to the effectiveness of the new training and operational systems I had put in place.
Expanding Horizons: Concessions at Bridgeport Amphitheater
In 2024, Garden Catering embarked on an exciting new venture: opening a concession stand inside Hartford Healthcare’s Amphitheater, a popular concert venue in Bridgeport, CT. This presented a unique opportunity to introduce the brand to thousands of new customers and expand into a non-traditional setting.
Operating within a concert venue required a different approach. We had to adapt to high-volume service, limited space, and event-driven scheduling. This involved streamlining processes, optimizing staffing levels, and ensuring efficient order fulfillment to meet the demands of concertgoers.
The results were impressive. The concession stand not only generated significant revenue but also exposed Garden Catering to a wider audience, strengthening brand awareness and creating new opportunities for growth.
Ongoing Optimization and Innovation
My collaboration with Garden Catering continues to this day. I've supported them through various technology rollouts, operational optimizations, LTO Rollouts, and training platform upgrades. Notably, I facilitated their transition to OPUS, a modern, mobile-focused training platform designed specifically for the restaurant industry. This move further enhanced training accessibility and engagement, aligning with the company's commitment to innovation and employee development.
Results and Impact
The impact of these initiatives has been significant. Garden Catering has been able to:
Maintain consistency in food quality and customer experience across all locations.
Reduce training time and improve employee performance.
Scale their operations efficiently and open new locations with confidence.
Empower their team members and cultivate a strong leadership pipeline.
Boost employee morale and performance by aligning training with core values.
Ultimately drive sales growth through improved operations and customer service.
By combining operational expertise with a focus on people development, I've helped Garden Catering solidify its position as a beloved community institution, poised for continued growth and success.
