food-and-wine-pairing-a-sensory-experience-robert-harrington

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CHAPTER 14 THE CUSTOMER EXPERIENCE: PRODUCT, SERVICE, AND TRAINING ISSUES CHAPTER OUTLINE: Introduction Aperitif: Product-Service Considerations for a Food and Wine Program The Total Experience: Creating Distinctive Food and Wine Capabilities Food and Wine Training Process Summary Exercises KEY CONCEPTS: ● Competitive advantage ● Differentiation ● Unique bundle of activities ● Product and service considerations for a food and wine program ● Menus and wine lists ● Service elements 307
308 Chapter 14 The Customer Experience: Product, Service, and Training Issues INTRODUCTION Up to this point, the discussions and exercises in this text have armed you with (1) depth of experience in tasting and evaluating food and wine combinations, (2) the basics of wine evaluation and differences between varietals characteristics, (3) an understanding of gastronomic identity and its relationship with wine and food marriages, and (4) knowledge of how food and wine elements interact and transform each other. These methods provide you with a tool kit of ideas, concepts, and knowledge for quickly identifying key wine and food elements that impact the effectiveness of food and wine pairings. This process combines techniques and ideas from both the art and science of sensory evaluation. The heart of this process relies heavily upon the senses of sight, smell, taste, touch, and hearing. As pointed out throughout the text, it is important to consider the impact of a region’s gastronomic identity on food, wine, and the pairing of the two when considering various matches. A variety of environmental and cultural elements impact preferences and prevailing components, textures, and flavors in wine and food. The Aperitifs in each chapter demonstrate that many business and educational endeavors have found taking the gastronomic identity perspective to food and wine pairing to be rewarding and profitable. This perspective helps to provide unique experiences for locals and visitors alike while preserving (and in many cases exposing) a part of history. The previous three chapters have focused on the use of the Wine and Food Pairing Instrument and explained how the profile it creates can be used to predict levels of match. The decision tree and scoring sheet help to create a structure to evaluate the impact of various elements on the potential match. The concept of food and wine pairing is an exciting, challenging, and rapidly evolving topic area and industry. Many issues impact the experience your guests will have in your establishment, including the quality and extent of your food menu and accompanying wine list. Many questions have not been fully explored up to this point: How, specifically, can the food and wine pairing process be used to create a positive experience for my guests or customers? Will these food and wine pairing skills be useful in allowing my business to be more successful and competitive in the marketplace? Will this process ultimately provide greater gastronomic satisfaction for my guests and positively impact the bottom line of my business? The answers to these questions depend on how you implement your particular food and wine program. Successful implementation has to do with your customers’ perception of service quality. The key criteria customers use to evaluate service quality include the reliability, responsiveness, competence, courtesy, and communication demonstrated by those providing the service as well as their understanding of the consumer. 1 Aperitif Product-Service Considerations for a Food and Wine Program How large should the portion be in our wine-by-the-glass program? Or, what are the correct food and wine portion sizes in a multi-course tasting menu? Before these and many other questions can be answered, you will need to consider customer needs, seating capacity, the number of meals served, equipment needs, staff skills, and training capabilities. Product presentation refers to every aspect associated with how the product is presented to the final customer. For food items, the concept of presentation includes the layout and combination of food items on the plate as well as the china, glass, silver, and other non-traditional service pieces that may be used. For wine, the presentation may include the storage unit (a visible cellar), wine buckets (Sterling silver? Or, plastic?), and the glassware. The table setting plays a large part in the presentation factor of a food and wine product. How formal or informal should the setting be? What is the correct set-up for a multi-course tasting menu? If I am invited to a multi-course, formal dinner will I use the proper etiquette? These and other questions point out some of the issues of creating the right experience for guests attending a multi-course food and wine
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FOOD AND WINE PAIRING A SENSORY EXP
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FOOD AND WINE PAIRING A SENSORY EXP
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PREFACE xi ACKNOWLEDGMENTS xiii CON
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Summary 111 Exercises 112 CHAPTER 6
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CHAPTER 13: THE GRAND FINALE: DESSE
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xii Preface PEDAGOGICAL FEATURES TH
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PART A MASTERING THE ART AND SCIENC
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CHAPTER 1 THE WINE AND FOOD PYRAMID
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Aperitif/The Italian Wine and Food
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Aperitif/The Italian Wine and Food
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Food and Wine Pairing Mechanics: Ma
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OVERVIEW OF BOOK METHODS Wine and f
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Wine Sensory Pyramid The Wine Senso
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Classic Italian Wine and Food Examp
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The Pinot Bianco tames the asparagu
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20 Chapter 2 Taste Basics and the B
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CHAPTER 3 GASTRONOMIC IDENTITY: THE
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on prevailing components, textures,
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Aperitif/How Should Menus and Wine
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Wine: The Impact of Geography and C
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Table 3.1 Approximate Climate Zones
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Wine: The Impact of Geography and C
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Trial and Error, Innovations, and C
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number of reasons why these general
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tasting panel members would be Fren
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NOTES 1. B. Santich, ‘‘The Stud
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66 Chapter 4 Gastronomic Identity I
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PART B THE FOUNDATION: FOOD AND WIN
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at all. Dryness and sweetness for t
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CHAPTER 5 THE IMPACT OF SWEETNESS A
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THE IMPACT OF SWEETNESS LEVELS IN W
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Table 5.1 Wine Sweetness Level Desc
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with a fruit/sweet sauce, choose a
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Table 5.3 Acidity Level Description
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unoaked white is preferred when pai
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STEPS Exercise 5.1 113 1. Buy the w
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Evaluator’s Name: _______________
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STEPS Table 5.8 Wine and Food Sweet
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d. White Zinfandel Worst match 1.
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This exercise is designed to establ
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The basic rule for wine and food pa
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CHAPTER 6 SALT, BITTERNESS, AND BUB
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sauce, vegetarian spring rolls, gla
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not a dominant characteristic in wi
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Table 6.3 Sweetness Levels in Spark
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Figure 6.2 1 Wine— No Bubbles Win
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MATERIALS NEEDED Table 6.5 Material
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STEPS Saltiness Name:______________
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BITTERNESS Exercise 6.1 143 1. Prep
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PART C WINE AND FOOD TEXTURE CHARAC
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Main texture measures used in food
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150 Chapter 7 Wine Texture Characte
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166 OBJECTIVE Chapter 7 Wine Textur
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168 Chapter 8 Fattiness, Cooking Me
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PART D FLAVORS: ARCHITECTURAL ELEME
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CHAPTER 9 THE IMPACT OF SPICE CHAPT
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Aperitif/Bayou La Seine: An America
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Ingredients for Sauce 28 oz (800 g)
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How Spice Is Assessed: Identifying
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Food Item: ________________________
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Name____________________ Spice Food
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For this exercise, I suggest using
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In this exercise, which involves id
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Try a variety of wine styles (white
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208 Chapter 10 Flavor Intensity and
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The previous chapters have presente
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CHAPTER 11 MENU PLANNING: HORIZONTA
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The Food of the Pacific Northwest 2
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Basic Wine Sequencing Recommendatio
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Basic Wine Sequencing Recommendatio
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Soup Course This menu item incorpor
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Pacific Northwest Menu 243 Food Ite
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This finished dish is full-bodied,
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While aged cheddar complements just
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Wine and Food Pairing Instrument 24
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C O M P O N E N T S T E X T U R E F
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A Profiling Approach to Match Level
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Food Item:_________________________
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Page 282 and 283: STEPS Table 11.2 Wines, Food Items,
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Page 287 and 288: 270 Chapter 12 Wine and Cheese: A N
Page 299 and 300: 282 STEPS Chapter 12 Wine and Chees
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Page 321 and 322: 304 STEPS Chapter 13 The Grand Fina
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Page 331 and 332: 314 Glossary Consistency. Refers to
Page 333 and 334: 316 Glossary percent fat content an
Page 335 and 336: 318 Index Botrytis cinerea 291-292
Page 337 and 338: 320 Index Grassiness 38 213 Graves
Page 339: 322 Index Spice(s) 190, 192, 194, 1
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