Business

The rest of the story

I’ve probably told the story of Anna’s Gourmet Goodies and how it all started maybe a thousand times or more. From casual conversations to small groups to classes filled with MBA students, I’ve shared the ups and downs, the ins and outs of starting this business. But there is a piece of the story that I’ve never talked about, until now.

Our company namesake and my Mom's sister - an early influence in my baking career
Anna and Aunt Lois at Thanksgiving 2006

This picture features my daughter Anna (the primary business namesake) and my mother’s sister, Lois Bradley. Aunt Lois (as almost everyone I know calls her) is the one Aunt from my mother’s family that I’d have to say I have spent the most time with, all my life. From my earliest memories of childhood throughout my adult life, there are pages and chapters filled with memories that belong to Aunt Lois.

My mother, Anna Duke, was one of nine children and most of her brothers and sisters lived not too far from Louisville, Kentucky where I grew up. I don’t recall exactly how often we got together to have dinner, but it was frequent enough for me to develop two very strong memories; family and food. Whether it was simply going to Aunt Lois’ house for Sunday dinner, or a holiday gathering at our house, it seemed that getting together with my Aunts, Uncles and cousins was a common event. And there was always plenty of food and desserts on the table.

I can remember a number of occasions where Mom would take me over to Aunt Lois’ grand old house on Village Drive in Louisville. I remember that place almost as if I lived there. The cracks in the steps. The time weathered brick exterior. The fragrant, yet musty smell of an old house. And the kitchen.

On one occasion when I was probably about five years old, Mom dropped me off to spend the night sometime around the Christmas holidays. I walked into the kitchen where Aunt Lois was busy working and announced with a big smile, “I’ve got a surprise for you!”. “Well, what is it Christopher Robin?” she said. “We’re going to make some cookies!” I announced.

Aunt Lois laughed and you guessed it, we made cookies. Was that the tiny mustard seed that lay dormant for so many years before it turned into my work? Perhaps.

As it is with most families, the road of life is rarely straight and almost never a four-lane highway. Aunt Lois moved to Maryland and opened a business with my Uncle Brad. I went to college then moved to North Carolina.

In the late 80’s, I found myself in a particularly stormy time in life. Mom had died, my first business failed, and I landed back in Kentucky. Without a regular job or much money in the bank, I found a room and a bed at Aunt Lois’ house in Frankfurt. Her husband, Uncle Brad, died some years ago, and she was, not surprisingly, willing to take on a roommate.

The house had changed, but the feeling of being around Aunt Lois was still the same as when I stood in her kitchen almost 25 years earlier. It was both a difficult time for me in some ways, but magical in others. We planted a garden. We went on trips. And we managed to cook up some goodies every now and then.

I don’t remember exactly when I first heard Aunt Lois use the word, ‘goodie’. It’s one of those words you learn that you always associate with someone. I can remember her tasting something, most often a cookie or dessert, smiling and saying, “Boy, that’s a goodie”.

Add another 15 years to the calendar, and I find myself in North Carolina. I was working full time, but Debbie and I were starting a business, out of our home. I had this idea that I wanted to make really great desserts (later, that turned into the current cookie business). We thought about a name. I had a silhouette of Anna we had made at the North Carolina State Fair on my wall. Why not name it after her? But what else?

We came up with a number of different ideas, but I kept coming back to this word, goodie that had become a part of my vocabulary. “How about ‘Anna’s Gourmet Goodies’?” We mocked up the logo. Debbie agreed, and well, here we are.

Just like any good recipe, ingredients come together to make something greater than the individual parts. As it goes with most of our lives, we don’t always see how these things will eventually came together, but I know that among the ingredients that make up Anna’s Gourmet Goodies, Aunt Lois most certainly played a role.

On Saturday afternoon, September 29th at precisely 3:00 p.m., Lois Bradley took her last breath and exited this earth leaving behind a life well lived. Her son and two daughters were there to see her off. I don’t know what your faith background tells you, but I’m absolutely certain that she was greeted warmly by, among others, her late husband, Colonel O.C. Bradley and my mother, the late Anna B. Duke. There is no doubt in my mind that God picked up a goodie on Saturday.

Born in 1921, Lois Bradley grew up one of nine children on a farm in Morehead, KY. She served in Women’s Auxiliary Army Corp in WWII. She raised her family. Working at an electronics company in Louisville, she gave a now famous young woman her first job, Diane Sawyer. She and her husband started a high end glass and gift business. She was cast as Hiawatha’s mother in a small independent film. And not too many years ago, she hung out with Gordon Lightfoot backstage after one of his concerts. Aunt Lois lived a rich, full and wonderful life.

It is never easy to say goodbye to a loved one who has, in so many subtle ways, had a profound impact on your life. But for me, the memories she leaves behind, are as rich and creamy as a double scoop of ice cream from our friends at Homeland Creamery.

On Wednesday, I’ll help carry her remains to her final resting place in the Lexington Cemetery. After words of hope and faith, we’ll hear the crack of rifles firing off a 21-gun salute. A solemn bugler will play taps.

Thank you, Aunt Lois, for all the things you did for me throughout my life. And whether I’m baking one, or a thousand cookies, I’ll smile and remember that the roots of that love of making something really good trace back, in part, to your kitchen on Village Drive. I hope that everyone who has the opportunity to bite into a cookie from Anna’s Gourmet Goodies will smile and say, “Boy, that’s a goodie!”

The rest of the story Read More »

The benefit of the unexpected

I’ll admit, I get tired of hearing the same old business jargon. Phrases like, ‘It is what it is’, ‘Boil the ocean’, ‘Thinking out loud’, and Marty Clarke’s favorite, ‘I’m just saying’ are used far more often than should be allowed. I read recently that the phrase ‘exceed expectations’ is another one to avoid, probably because the vast majority of resumes out there use this as an example to highlight supposedly superior work.

At Anna’s Gourmet Goodies, we look at it from a slightly different perspective. I prefer to think that we simply enjoy doing things for customers that are not expected. Sometimes they know about it, and sometimes, frankly, they never know about the little things we do.

We correct spelling errors on messages. We look up incorrect addresses. We adjust shipping dates to optimize delivery. And much, much more. I do believe that while these things cannot always be measured, the benefit of doing something that helps someone and is not expected, is worth far more than the cost.

Mardi Gras cookies
This package was not on 'the menu' - but we created something special for this order just because.

One of our long time customers placed an order with use recently. She was sending a thank you gift to someone for their hospitality during Mardi Gras. She simply asked us to use a yellow, or purple – if we had it, ribbon for the box.

We don’t have Mardi Gras packaging on our website (maybe we should….) but I know that the colors of Mardi Gras are purple, green and yellow. Turns out we did have purple ribbon and some crinkle filler in these colors, so we put together a package that fit right in with the celebration.

I shared a photo of the package with our customer and she was both surprised and delighted. You might be tempted to say this was done to get her to order from us again, but you’d simply be wrong. Our intent was to send her client a gift that would stand out as being more than a box of cookies and would carry with it recognition and respect for an important part of the culture of New Orleans.

We did this because we know that when they open the box, they’ll smile and when they bite into our cookies, they’ll probably close their eyes and say, ‘mmmmmmm’. We did it because we know and respect our customer, and take pleasure and pride in being of service in unexpected ways.

If you’ve ever asked my opinion on sending gifts from Anna’s Gourmet Goodies, especially as a part of your business, I’ve probably shared a similar philosophy about the value of doing something nice for someone when they least expect it. Of course you hope that it will leave a lasting impression and that they will return. But more importantly, it makes a statement about your beliefs and how you choose to treat others. When you are known as someone who does something nice for others when they least expect it, that is a powerful way to brand your life, your business and leave a legacy that lasts far longer that a box of our cookies or brownies.

Our cookies, and the little things we sometimes do to make them special, really do make people happy.

The benefit of the unexpected Read More »

Doing the real work

I love to drive out into the country and visit our suppliers. It is one of my favorite things to do at Anna’s Gourmet Goodies. While we don’t visit with everyone who makes products for our cookies, there is something special about getting to know the people who work so hard to make the ingredients we use. They are doing the work that most folks probably think little about on a day to day basis. Cathy, June, Dewey, Terry, Frank, Ray, and many others go about their daily task to bring the staples of life to our table. They are doing the real work.

These cows are enjoying breakfast on a crisp sunny morning.

As we always like to do just before Christmas, Anna and I headed out on our day trip together, visiting, sharing and thanking those people who helped our business during the year. This past December, we decided to visit the suppliers for our Artisan Cookies, Lindley Mills, Latta’s Egg Ranch, and Homeland Creamery.

Our first stop was at Lindley Mills. I’ve been buying flour direct from the mill since about 2003. I cannot remember ever walking in the door and seeing anything other than a beaming smile from June and Cathy (even when I don’t have cookies in hand). They don’t check email on their phones or hide behind some terminal (they don’t have Internet access at the mill). They always have time for catching up and asking about our business.

While we are there picking up our comparatively small order, they’ll be loading semi-tractor trailers with product bound for large bakeries and distributors. Everyone will be greeted with the same warmth and genuine caring. Dewey gets off the forklift, throws a couple of 25 pound sacks on his shoulders, and carefully loads up our vehicle by hand. As always, he smiles and wishes me a nice afternoon.

I’ve had the opportunity to sit and visit with Joe Lindley and I understand exactly why the people at Lindley Mills are like they are. His philosophy of building sincere, long term relationships with his customers is not some business strategy, it is simply who they are and how they live. He works hard to build and run his business so that the business can take care of the people who work hard for him.

Our next stop was the Homeland Creamery in Julian, NC. Terri was still out to lunch so we visited with Cookie (that’s her name, seriously – imagine that). She works at the retail operation, along with her ‘adopted’ sister and her sister’s daughter. Practically everyone who works there comes from the local community or their church. The Bowman Family that runs the dairy is a sixth (heading into seventh) generation of farmers caring for the animals and the land. This is truly a community and family business.

Talking with them, you get a sense that working at the Creamery is not simply another job, but a way of life that you probably won’t find in corporate retail operations. It’s a mild day in December with just a touch of rain falling, but there is a steady flow of customers driving miles from the nearest town for a scoop of ice cream. Everyone is served with a smile and leaves with a smile.

Terri came back from lunch and we visited for awhile, talking about business and our plans for 2012. It was going on 2:00 p.m. and ‘The Girls’ were beginning to make their way to the barn, heavy with milk and looking forward to getting a little relief. In a few days, when much of the world is fast asleep looking forward to Christmas morning, ‘The Girls’ will wander toward the barn around 2:00 a.m. and a group of farm hands will do the work of taking their milk, just as they do every day of the week, 365 days a year.

Our final stop was at Latta’s Egg Ranch. When we arrived, Frank Latta had left, but Ray was there just finishing up the afternoon’s egg packing. Ray has been working on the farm since he was old enough to walk. I’ve watched him stand over the light table, carefully inspecting each egg for cracks, embryos or other imperfections before they get packaged.

It is the same routine that happens every day, 365 days a year at Latta’s egg ranch. On Christmas morning, they’ll be out gathering the eggs before breakfast, just as they do every day because chickens lay eggs every day. And someone has to care for them. Frank, Ray and the rest of the Latta family do just that.

Visiting with our suppliers and getting to know the people that work there, is an incredibly valuable part of our business. They are doing real work, every single day that adds value to our business and touches the lives of many people. Not just in our local area, but around the country.

At Anna’s Gourmet Goodies, our customers place orders on our website, over the phone and by email. We have never met or spoken to many of our customers. But I want you to know that despite using technology to facilitate the transaction part of our business, we understand and value those people who ‘do the work’. We try to connect with them. And we put that same effort and passion into the cookies we make. Each one by hand – weighed before it is baked. Packed with love and care, and sent off to someone, somewhere, with the hope that when they take that first bite, they’ll feel that connection back to those who are doing the work, every day of the year, to put food on our table.

Doing the real work Read More »

Being helpful got us started and keeps us going

When I have the opportunity to speak about starting a company, I take time to look back at where I’ve been, think about what I’ve learned along the way and try to pass on some of my best pearls of wisdom. I spoke during Career Day at Anna’s school recently on what it’s like to start a business and while I’m not clear on whether I inspired any of the students to become entrepreneurs, I did accomplish one of my goals of not embarrassing Anna and permanently injuring her social status with any of my stories.

When I look back at our journey starting Anna’s Gourmet Goodies, I am struck by the number of people that have stopped to help me along the way. One of my managers early in my sales career, Don Brown, used to say that the nine most powerful words in the English language are, “I have a problem, and I need your help”. It might seem like an overstatement, but the number of people that have said ‘Yes, I can help’, far out number those who’ve turned away.

A few months ago, the Kroger store in Wakefield Commons shopping center closed their doors. Some employees transferred to other company stores, while others found work at new businesses. Faye, one of the ladies in the bakery, went to work for a dry cleaner. She was one of the first people I remember helping me when we started Anna’s Gourmet Goodies nearly ten years ago. Anna's Gourmet Goodies received help from Faye and many others

I wondered into the bakery one day and had some questions about packaging and where they purchased various items. Faye always had time to help and even sold us some supplies to get us started. I visited the store many times over the years and she always had a smile and a word of encouragement.

Anna's Gourmet Goodies had help from Whole Foods and Mike DavisWe started our business using flour from Lindley Mills. We found it in Whole Foods market where Mike Davis worked in the bulk food section. I knew a little about flour, but Mike was always very helpful whenever I had a question about anything in his area. We started buying in small quantities, but as our business grew, he helped us increase our capacity and reduce cost by ordering in bulk when we were too small to buy direct, but needed more than just a few pounds.

Our company grew by having people and business partners that were willing to help us with their time and expertise. I’ve always been grateful for that help and have incorporated that into our business model at Anna’s Gourmet Goodies. Here are some areas where we actively practice being helpful for our customers:

    Website. I designed our website to be a friendly place with helpful information. When a customer comes to AnnasGourmetGoodies.com, we want them to be able to find the products and information they need – not just what we are trying to sell that day. A great website should be helpful to visitors.
    Orders. Before we ship an order, we import the address information and check it for validity. If it does not show up as a valid address, we’ll first try to find the correct one if it is a small typo, then we’ll contact the customer for clarification And if we find a typo in the message, we’ll fix that as well. We help our customers by getting the gift to the right address with the right message.
    History. When a customer sets up a custom label or note card, we save that for later use. If a customer sends us a list, we save that as well in case there are questions in the future, or that want to use it again. We help by remembering the order details for our customers.

At Anna’s Gourmet Goodies, we’ve adjusted our business with new products and ideas over the years, but a core principle of our company has not changed – we genuinely try to help people, whether or not they are a customer. We seek out and nurture those suppliers, business partners, and people that offer up their help and advice. By doing so, our goal is to build a community of loyal customers and suppliers who value what we do and share that experience with others who have similar beliefs.

We absolutely make outstanding gourmet cookies, but our passion for service and being helpful by offering our knowledge and expertise are key ingredients in all of our recipes.

Being helpful got us started and keeps us going Read More »

My Memories of 9/11

I will remember, always

I stepped out of my office and looked down the hallway as Rob walked by very quickly and said, “They’ve just bombed the Pentagon”. He kept walking. That is my first memory of the September 11, 2001 attacks.

A few minutes later, most of the employees at SciQuest were huddled around a television in the break room, watching intently as the story unfolded. I remember seeing the live footage of the plane hitting the second tower. I know it was live, but I just kept thinking, ‘this can’t be real’.

The room was filled with a combination of news commentary and an eerie quiet. There were occasional gasps of disbelief, some comments and questions, but for the most part, I think we were all stunned. Tears appeared for some. I remember walking slowly back to my desk. I sat and tried to think about work, but it was no use. I called my wife, she was okay.

A little later that afternoon, Ann from HR walked around to everyone’s office. In a calm, somber tone she explained that it would be okay if we wanted to go home and be with our family. I left work, feeling numb and unsure what would happen next. Was our nation about to come under a full scale attack? My daughter Anna was three years old.

On the drive home, I kept hearing Don Henley’s, The End of the Innocence playing in my head. Thousands of innocent lives lost. Unbelievable acts of courage. Thousands of more lives changed forever.

In 2003, I had the opportunity to travel to New York for business. I made it a point to extend my stay just a bit longer. I wanted to visit the site of this horrific event and see first hand the remnants of what I watched on TV.

I had also reached out to Brother Rick Curry, founder of the National Theater Workshop for the Handicapped and author of the book, The Secrets of Jesuit Breadmaking. His office was in Soho, not far from ground zero. Brother Curry ran the workshop and partially funded the operation with a bakery up in Maine. After seeing an article on Brother Curry and his bakery in Oprah magazine, I called his office and offered to take him to lunch.

Meeting Brother Curry was a true inspiration in my early journey with Anna’s Gourmet Goodies. We spent the afternoon talking about baking, business, his work there and enjoyed lunch at a local Soho favorite. I explained my passion to start our bakery and how ‘our most important ingredient, is love’. “Don’t ever lose that”, said Brother Curry. I like to think that we have not.

We also talked about September 11 and he shared some of his experiences. He spoke about his friend Father Mychal Judge, the first certified fatality in the attack. In a soft voice with damp eyes, he recalled the image of a woman, leaping from the tower, holding her dress down as she fell to her death. “Dignity, even at the moment of certain death”, said Curry. It is an image that I did not see in person, yet it is burned into my memory.

My time with Brother Curry that day was magical and one I’ll always remember. He gave me a signed copy of his book, offered up his blessing, gave me a hug and sent me on my way. I walked from his office to ground zero.

I don’t recall specific expectations regarding what I might see. I felt the same numbness of that day as I walked closer and closer. I knew the cleanup effort would be going on. It was a damp, cloudy day, which in an odd way, seemed appropriate. As I approached the site, I saw adjacent buildings draped in long black fabric. Designed to control falling debris, they looked like mourning cloths. A quiet show of respect paying tribute to those lives lost on this ground.

The hole where the buildings once stood was large. Far deeper than I had imagined, the large dump trucks hauling away debris on the bottom looked like tiny ants crawling along in a slow, intentional pace.

A man who looked as if he lived life on the street, walked down the sidewalk yelling to himself. While I did not make out his words, it seemed okay in a place where the entire range of human emotions has played out over and over again.

I walked around for a few minutes, trying to take everything in and understand how this could be real, just as I did that day in the office at SciQuest. At some point, it was overwhelming. I caught a cab, and returned home safely to my family, grateful for everything around me.

I can’t say that the events of 911 were the single factor that propelled me in my journey with Anna’s Gourmet Goodies. I do believe that I, along with countless other Americans, were changed in a profound way during that time. I did not lose family or close friends, but I was jolted into thinking more deeply about what is important to me.

I’ve since become friends with James Johnson, a New York City police officer who was a first responder on that day. Meeting James and hearing his story has helped me connect with the events of 911 in a more personal way. I can now see some small measure of good, meeting someone who was there, serving others and risking his life in the midst of chaos never before seen in the United States.

And, at least a few times a year, I pull out Brother Curry’s book and bake one of his recipes. This Sunday, I’ll be making a couple of loaves of Brother Bandera’s Italian Bread. I’ll remember our conversation, stories about Father Judge and visiting ground zero.

I don’t know if the families of the men, women and children who lost their lives that day can yet look back and see the good in anything related to the events of that fateful day. I do pray that day will come. But until then, the best I can do is to offer up my promise that I will remember, always.

My Memories of 9/11 Read More »

Give without expectation and it comes back

Civitan Volunteers for NC Special Olympics

Bill and Darlene came by and picked up 600 oatmeal raisin
cookies bound for the NC Special Olympics

As a gourmet cookie company, we certainly get our share of requests for donations. We try our best to balance the needs of the business while giving back to the community. One of our favorite groups to support is the NC Special Olympics. We’ve been providing cookies to fuel these athletes for the past several years. Bill and Darlene McKenney are friends and members of the Wake Forest Civitan Club. Members of the club volunteer and serve lunch to the athletes.

This year, we added labels to the cookie packages with a few words of encouragement to support their quest to give their best effort. In addition to a great cookie, we wanted to add a little extra to help put a smile on 600 or so faces when they are giving it their all.

I received another request today from an organization, and while it might be a worthwhile event, I decided to pass. They asked for free cookies as gifts and prizes for a member reception. In exchange for the gift, I was to get my name in front of 100 or so ‘potential customers’.

I’m certain that I’ve lost out on plenty of promotional opportunities in the past, but that’s not the primary reason we donate. Supporting a group just to (hopefully) make a profit some time in the future is simply not my style. I like to think we put our support to work where it can really make a difference.

That’s not to say I don’t get repaid many times over when we give. It just seems to come back to me when I least expect it. A surprise. A small measure of gratitude. A sign post that lets me know I’m on the right path. Last week, it came from Tim Minard, a hot dog vendor at Waterfront Park in Louisville, KY.

The Two Annas

We ventured back to Kentucky for a weekend wedding. We spent a day driving around Louisville and decided to take my two Anna’s (that’s another story) down to the Waterfront Park on the Ohio River. The river is not for swimming, but it did not take the girls long to find water spouts to take the edge off the 95 plus degree heat.

We were walking around and Debbie left her purse in the car. She is the keeper of cash in our family. The girls asked for some water so I strolled over to the hot dog stand to see what I could find.

I asked if they accepted credit cards. “No, I’m sorry we don’t. What did you need”. I explained that I was looking for some water for my daughter and niece, but had only plastic for payment. He pulled out a couple of bottles and handed them to me before I could say no. “No charge” he said.

I noticed he was wearing a visor with the Special Olympics logo on it. Turns out that Tim is a big supporter of Special Olympics and recently helped raise more than $70,000. His company, Dogs on the Run, works with Special Olympics Indiana for Area 2. I could tell by the look in his eyes that he understood what it means to give something back with no expectation of a return. Just because it is the right thing to do.

It was not until after he gave me the water that I shared my story of donating cookies for the athletes. Maybe it was pure coincidence, but I said a quiet ‘thank you’, smiled and enjoyed a conversation with a new found friend.

If you happen to be in Louisville, I’d recommend you get off on River Road and look for the Dogs on the Run cart. Tim will serve up a fine dog, a cold drink and a friendly smile. And you can be sure that some small measure of what you spend will help an athlete you’ll never meet at next year’s Special Olympics. You can smile knowing that you made a difference in the life of someone out there giving their best effort. In my book, that’s what it means to give something back.

Have a charity and need door prizes, cookie packs or discount certificates? Visit our website and complete this form to get more information:

AnnasGourmetGoodies.com/Charities

Give without expectation and it comes back Read More »

Outside the Oven
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