Meet Jaime

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Meet Jaime! Assignment Jot down some words that
you think might describe Jaime. You may discuss
your thoughts and answers with other class
members. The answers to the following questions
will give you a starting point What grade do you
think he is in? What do you think about his
family? Do you think he eats school meals? Is he
shy or outgoing?
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Focus on the Customer

• Know the Customer

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Jaime
Jaime is a first grade student that started
school in the middle of the school year. His
parents work as field laborers and the family
moves often. He is friendly and outgoing with the
other students, but quiet around adults.

• What do you like best about the cafeteria in your
  school?
• I like the cafeteria lady that gives me my tray.
  She smiles at me.
• What do you like least about the cafeteria in
  your school?
• I dont know what some of the food is. I cant
  see the food and my teacher gives me things I
  dont like. One time I dropped my tray and the
  food spilled on the floor.

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Major Points from Lesson 1 Course Overview

• Primary customer is the child.
• Purpose of SNP is to reach all children with
  healthy meals.
• Program customers are diverse or different.
• Planned activities form a base for a
  customer-focused program.
• People on the SNT are the keys to a
  customer-focused program that results in
  satisfied customers.

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Lesson 2 Starting Line
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• Who are the customers?
• What are the needs and wants of customers?
• What factors or groups influence customers'
  eating habits?

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Diversity

• Differences in skills, knowledge, age, gender,
  abilities, disabilities, literacy, culture,
  income, ethnicity, religion, and other factors.
  (key word)

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Needs and Wants Describe the customer's
expectation of the total experience in the school
dining area. (key word)

• Wants
• Personal factors or conditions that affect the
  customer's perception of school meals, the
  service, and the eating environment. These
  reflect the social, behavioral, and psychological
  needs of children. They relate to the customer's
  sensory perceptions, social relationships, and
  feelings of accomplishment. (key word)

Needs The healthful foods and physical
conditions necessary to meet the child's
school-day nutrition requirements. (key word)
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Examples of Needs and Wants

• Wants
• Pleasant sensory perceptions
• Supportive social relationships
• Feelings of accomplishment
• Example Food that tastes good

• Needs
• Healthful food offerings
• A schedule that allows students adequate time to
  eat
• Serving line(s) organized to support the meal
  schedule
• A clean and safe dining area with adequate
  seating for the number of students served in a
  serving period
• Example The reimbursable meal

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• How one is being fed, and how one eats, has a
  larger impact on the personality than any other
  human experience.
• Bruno Bettelheim, Psychologist in
• Food to Nurture the Mind

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To Eat or Not to Eat? ...a decision made by the
customer every day
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Internal Factors that Influence Eating Habits

• Feelings-loneliness, happiness, or sadness
• Feelings-related to time to eat, standing in
  line, and time to be with friends
• Feelings-about the food, the way it looks, and
  the way it tastes
• Feelings-about how Im treated in the cafeteria
  with respect, by friendly and fun personnel

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What does the Customer Expect?

• Choices from a variety of menu items
• Quick service and minimum standing in
  line time
• Food served at the peak of freshness
• A place to sit after being served
• Clean and neat tables and chairs
• A dining area that is colorful and decorated
  appropriately for the age group
• Time for being with friends

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External Factors That Influence Eating Habits of
Customers

• Parents, teachers, and school nutrition personnel
• Peers and celebrities
• Competition for money, time, and appetite
• Advertising and media

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Lesson 2 Finish Line
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• Customers want
• Caring school nutrition personnel
• Food that looks good and tastes good

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• Where weve been today...
• Where were going next...
• While were apart...
• See you next time!

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