The National Dipper September/October 2020

Dipper Vol. 36 No. 5

The National ®

THE MAGAZINE FOR FROZEN DESSERT RETAILERS

September/October 2020 $5.00

Reader Service #101

®

THE MAGAZINE FOR FROZEN DESSERT RETAILERS Published by United States Exposition Corp.

Vol. 36, No. 5 • September/October 2020

Features Trade Show in the Magazine.......................................12 A. Panza & Sons, Ltd.

Cold Car USA Dingman’s Dairy Prova Gourmet Emery Thompson Machine Lorann Oils Temptation Vegan Soft Serve

Leaders: The Pandemic Has Revealed the Truth about Your Heart, Do You Like What You See?....18

by Deb Boelkes Train in Vain: Why Your Customer Service Training May be Missing The Mark...................................................23

by Ron Kaufman

Page 5 - Chisti Brown appointed sales manager for Emery Thompson Machine .

Page 7 - Cedar Crest Ice Cream has once again teamed up with Wisconsin 4-H Foundation for the Flavor Contest.

Departments Advertisers’ Index ......................26 Calendar .............................26 Editorial ..............................4 News .....................................5

Reader Service Card ....................19 Regional Yellow Pages ..............25 Subscription Card .......................9 Yellow Pages ............................25

In The Next Issue • Promotion of the Year Award • 2021 Industry of Events Calendar • 2021 Promotional Planning Calendar The National Dipper

September/October 2020

Page 11 - Leopold’s centennial celebration book named one of the Best Cover Design finalist in Next Generation Indie Book Awards.

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Editorial

The End of the Summer Season

The official end of summer, Labor Day has just been celebrated. Kids are back in school, sort of. And the days are getting shorter and less busy.

Time to regroup and look forward to next year. To say the least, this season has been a challenge for many of you. Just as stores started opening in March, COVID-19 shut everything down. After opening, wearing masks and constantly cleaning and sanitizing has been tedious. But you did it, you made it through the season.

On a positive note, I have been hearing from many of you the very creative ways you have gone about doing business this year, from creating drive thru lines in your parking lots to serving through windows and doors.

So I am looking forward to receiving your promotions. Please be sure to take some time to write out your promotions and send them to me for the Promotion of the Year Contest. The deadline to submit a promotion is September 21, 2020.

The winner of the contest will receive a plaque to hang in their store and the best promotions will be featured in the November/December issue of The National Dipper. See the ad on page 22.

In This Issue Since so many industry events and trade shows have been postponed or canceled this year, we offered our advertisers a chance to display their products and services in a special section of the magazine. We call it a “trade show” within the magazine. The article begins on page 12.

The following companies participated: A. Panza & Sons, Ltd.; Cold Car USA; Dingman’s Dairy; Prova Gourmet; Emery Thompson Machine; Lor Ann Oils; Chicago Vegan Soft Serve.

After each listing is the page number where the company’s ad appears as well as the website for each company.

Beginning on page 18 is an article

by Deb Boelkes asking how you have behaved as a leader during the pandemic and if you like what you see.

She says times of crisis and extreme change have a way of revealing hidden truths and show us what we are made of. And it shows people around us what we are made of. She advises that you take a look at yourself and see how you stack up to heartfelt leaders.

Next on page 23 Ron Kaufman tells you that when a customer’s unhappy experience with a company can go viral in a matter of minutes, when customers take to the internet to publicize their great and not-so-great experiences, you understand the importance of superior customer service.

Training teaches employees what actions to take in a specific situation; education teaches them how to think about service in any situation and then choose the best actions to take. Therein lies the difference. Learn how to make the distinction in this article.

Manufacturers and distributors, please take note of the box below. If you want to be listed in the Annual Source Book, you must fill out a form each year so our information is current.

Lynda Utterback Publisher/Editor

Questionnaires for the 2021 National Dipper Source Book, the January/February 2021 issue will be mailed the first week of October.

Be sure to fill it out and return it as soon as possible. The listing is FREE! 4

THE MAGAZINE FOR FROZEN DESSERT RETAILERS

LYNDA UTTERBACK Publisher/Editor Editorial and Sales Office 1030 West Devon Avenue Elk Grove Village, IL 60007-7226 Phone: 847/301-8400 Fax: 847/301-8402 e-mail:lynda@nationaldipper.com Web: www.nationaldipper.com

This publication is a member of: • New England Ice Cream Restaurant Association • National Ice Cream Mix Association • Great Lakes Ice Cream & Fast Food Association • The Ice Screamers The National Dipper (USPS 0001-374) (ISSN #0895-9722) is published six times a year, (Jan/Feb; Mar/Apr; May/June; Jul/Aug: Sep/Oct; Nov/Dec) by United States Exposition Corp., 1030 West Devon Avenue, Elk Grove Village, IL 60007. 847/301-8400. The National Dipper serves ice cream retailers in the United States and Canada.

COPYRIGHT © 2020 UNITED STATES EXPOSITION CORPORATION. ALL RIGHTS RESERVED. The National Dipper Magazine and The National Dipper Source Books (the “Works”) contain proprietary information and are licensed, not sold. In consideration for the original subscriber of this copy of this work substantially completing and returning the subscription form to the publisher, which act shall be deemed sufficient evidence of said subscriber's acceptance of this non-exclusive, non-transferable, license, the publisher (a) grants the original subscriber only the limited right to use these works in that subscriber's business, provided that said subscriber does not sell, resell, reproduce, distribute, or transmit in any form or by any means, (by way of example and not limitation, photocopying or recording by or in an information storage retrieval system) these Works, either in part or in their entirety, without the prior written permission of the publisher. Without advance written permission from the copyright owner, no part of these publications may be sold, resold, reproduced, distributed, or transmitted in any form or by any means, including, without limitation, electronic, optical, or mechanical means (by way of example and not limitation, photocopying, or recording by or in an information storage retrieval system).

For information on permission to copy material exceeding fair use from the National Dipper Source Book or other copies of The National Dipper, please contact: Lynda Utterback, Publisher/Editor, The National Dipper, 1030 West Devon Avenue, Elk Grove Village, IL 60007; Telephone (847) 301-8400. The “NATIONAL DIPPER” and the “ICE CREAM CONE DESIGN” are registered trademarks of JLM Unlimited, Inc. In new product items and trade news this publication acts only as a news reporting service and assumes no responsibility for the validity of claims or statements. Unsolicited material should be accompanied by return postage. The publisher assumes no responsibility for such material. All letters/e-mails sent to The National Dipper will be considered the property of The National Dipper.

Subscriptions are free to qualified recipients.

Periodicals postage rates paid at Palatine, IL and additional mailing offices.

POSTMASTER Send address corrections to: The National Dipper, 1030 West Devon Avenue, Elk Grove Village, IL 60007.

The National Dipper September/October 2020

News THE GREAT LAKES ICE and Fast Food Association is pleased to announce plans are moving forward for the 2021 Convention and Trade Show dates, February 11th – 13th, 2021 at the Kellogg Arena in Battle Creek, Michigan.

The 2021 convention will offer a ServSafe Certification Class, educational seminars and workshops, show floor breakout sessions, and hands-on demonstrations. Returning is the Friends First Program, which was introduced last year to help new members and first-time members attending navigate the convention.

Highlights of the convention include the Meet n Greet, Welcome Reception, Store Operator Networking Luncheon, Eat Ice Cream for Breakfast-Breakfast, and the Founder’s Banquet Dinner which will honor the 2021 Ward J. Anderson Scholarship Winners. Live entertainment is by Empty Canvas. Artist Mike McMath sings while painting and is accompanied on guitar by his twin, Scott. Members can add their own strokes to the painting too! The painting will be auctioned with proceeds benefiting the Ward J. Anderson Scholarship Program.

The 2-day Trade Show, held Friday and Saturday, is one of the industry’s most cost-effective methods of finding the latest products, services, trends, and solutions for your business, plus online pre-registration for the convention will be available.

For more information on exhibiting and/or attending, visit www.glicffa.com or call 810-618-0605. The Great Lakes Ice Cream + Fast Food Association was founded in 1967 in Chesaning, Michigan.

KEVIN FINK will be transitioning out of his CEO role effective July 31st, as part of a planned transition following the sale of RSG from Standex to Ten Oaks Group.

RSG also announced the appointment of Aaron Brown as President of RSG effective August 17th. Brown has a track record of building high-performing teams, growing businesses profitably, creating customer value and achieving operational excellence.

Dan Hinkle, VP of Sales for RSG, will assume the expanded role of Chief Commercial Officer effective August 1st, responsible for all of RSG’s commercial strategy, sales, marketing, service and customer experience. Dan has over 30 years of sales and leadership experience with an outstanding track record in the foodservice industry.

John Ioannou, Ten Oaks Group Operating Partner, will assume the Chairman role at RSG effective immediately. Ioannou has run and advised businesses ranging in size from startup to multi-billion dollar business units of Fortune 500 companies across a variety of industries.

“We are all very grateful for Kevin Fink’s leadership through the ownership transition,” Ioannou stated, adding “I am delighted to welcome Aaron to RSG and see Dan take on his new role. Demonstrating extraordinary leadership and strength in times of change, they will serve RSG’s employees, customers and channel partners with all the values you want from leaders.”

The National Dipper

September/October 2020

Reader Service #102

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Tips for Costing Ice Cream & Frozen Yogurt Cakes & Pies How to Cost:

• Mix • Soft & Hard Ice Cream • Soft Frozen Yogurt • Hard Frozen Yogurt • Crunch • Cake • Manufacturing • Preparation • Decoration • Packaging • Labor • Pricing

Tips for Costing Cones, Sundaes, Shakes & Other Goodies Using Soft or Hard Ice Cream or Frozen Yogurt How to Cost:

• Mix • Soft & Hard Ice Cream • Soft Frozen Yogurt • Hard Frozen Yogurt • Cones • Sundaes • Shakes • Mix-Ins • Sodas • Floats • and more

Learn from Cliff Freund, Cliff's Dairy Maid, an expert and store owner for over 40 years!

$15.99 each

SAVE–Order Both for $30. plus shipping & handling

Description

ORDER FORM

Total

Costing Cakes & Pies, $15.99, plus $2.00 s&h Costing Cones, Sundaes, $15.99, plus $2.00 s&h Both Manuals, $30.00 plus $4.00 s&h Illinois Residents add 9.5% sales tax Please allow 3-4 weeks for delivery.

Sorry, no phone or credit card orders.

TOTAL

Name

Company Address City

State

Zip

Make check payable to JLM Unlimited, Inc., 1030 West Devon Avenue Elk Grove Village, IL 60007 • Phone: 847-301-8400

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News EMERY THOMPSON Machine, the one hundred and sixteen year old USA manufacturer of Emery Thompson Batch Freezers for the bulk production of frozen desserts is pleased to announced that it has promoted Christi Brown to become the company’s Sales Manager.

“When we shipped our 38,000th Emery Thompson batch freezer this spring, I knew it was time to promote Mrs. Brown from parts and sales to full time sales manager. This one move of taking a highly skilled person and increasing her responsibilities has dramatically increased our presence in the market,” said Steve Thompson, president and third generation manufacturer of the Emery Thompson batch freezers.

Christi is a native Floridian who moved to Oklahoma after her graduation to begin her career in food service manufacturing. She worked at Solo/Dart cup manufacturing plant and worked her way up to overseeing the high speed cup production lines. From there strong family ties and a desire to assist with aging family members, Mrs. Brown with her husband Mickey and their daughter moved back to the Gulf Coast of Florida.

Paula Thompson, Emery Thompson’s office manager and an officer of the corporation, relates the story of when she first met Christi. “Christi came to our main factory building and presented herself as high energy young woman who had extensive knowledge of machinery! Later that night over dinner I mentioned Christi to my husband Steve and told him how Christi came looking for a job in production…..but that I wanted her in the office.” We both agreed on hiring her and by 9 PM that night – a mere 12 hours after meeting her, Christi was hired as a new member of our family business.”

Paula put her to work with our other “family members” in the office and soon we all acknowledged her amazing ability to learn the parts of the Emery Thompson machines and what each one did. We later moved her into doing part sales. “Parts at Emery Thompson is not as easy as it sounds since we go back to the year 1905 and have parts available for our machines all the way back to the year 1960…but Christi handles it with aplomb,” reports Steve Thompson.

As business has continued to grow the need for more sales staff was apparent. With Christi’s knowledge of the workings of the Emery Thompson’s and familiarity with every part in the machine, it became apparent that she was a natural to work in sales. Customers liked her right away and her knowledge of how to make every kind of frozen dessert grew quickly. She made new friends with our customers and helped many people to open their first frozen dessert business.

Fast forward to August 2020 and Emery Thompson Machine is very proud to have Mrs. Christi Brown heading up our sales department! Welcome Christi!

Reader Service #103

The National Dipper

September/October 2020

News CEDAR CREST Ice Cream, Cedarburg, Wisconsin, and the Wisconsin 4-H Foundation have teamed up again to present the “Cedar Crest Ice Cream 4-H Flavor Contest” for Wisconsin 4-H clubs. More than 1600 clubs are eligible to create and submit a flavor ‘recipe’ with the top clubs named as finalists, and the top flavor produced for summer 2021.

According to Brenda Scheider, executive director of the Wisconsin 4-H Foundation, the contest is a great opportunity for 4-H youth to work together to develop and name their flavor. “The most exciting part of the contest is the winning flavor will be available through Cedar Crest beginning next July.” The annual contest has already yielded popular flavors including Deep Woods, created by the Badger Boosters 4-H Club of West Bend and Wisconsin Campfire S’mores, created by the Springbrook 4-H Club of New Richmond. This year’s winning flavor was Road Trip Wisconsin, created by the Trail Blazers 4-H Club of Holmen in LaCrosse County.

A panel of ice cream experts, chosen by Cedar Crest, judges the entries.

More information and the entry form are available at www.cedarcresticecream.com. Entries are due by November 13, 2020. The winner will be announced in December 2020.

Cedar Crest is a family owned company that began in 1976. The company currently has two generations working in the business to create ice cream, custard, sherbet, and sorbets in small batches so that every spoonful is guaranteed the ultimate taste and freshness.

THE NATIONAL FROZEN & Refrigerated Foods Association (NFRA) has announced the winners of the Golden Penguin Awards for its 2020 March Frozen Food Month promotion. While many companies had to modify their March Frozen Food Month plans, NFRA recognized the outstanding efforts of the industry during an uncertain time to ensure consumers were able to stock up on freezer aisle essentials.

In recognition of those efforts, NFRA has awarded 25 Gold Awards and 37 Silver Awards.

The Golden Penguin Awards provide an opportunity for companies to be nationally recognized for excellence in merchandising and marketing frozen and refrigerated foods. The Gold winners will be recognized during the virtual NFRA Convention in October. In addition, the highest scoring entry in each of the Overall Marketing Campaign sub-categories will be revealed as Top Marketers. Silver awards are typically presented at the local level at appropriate frozen food association meetings.

The National Dipper

September/October 2020

Reader Service #104

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News THE NATIONAL RESTAURANT Association is gearing up for an in-person 2021 event that will redefine and advance the foodservice industry through some of its most critical years to date. With 75% of 2020 exhibiting companies already resigned for 2021, the show has enforced itself as the foodservice industry’s chosen resource for discovering innovative technologies, unique ingredients and emerging trends.

The show will be held May 22-25, 2021 at McCormick Place in Chicago, Illinois.

“The National Restaurant Association Show provides the premier opportunity to connect with customers, showcase innovation and open new doors for partnerships. In support of our tremendous industry, we look forward to the 2021 show,” commented Susannah Sellers-Ryan, vice president industry relations and business development PepsiCo.

Reader Service #105

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THE NATIONAL RETAIL Federation welcomed legislation that would give businesses a tax credit intended to help defer the cost of employee testing, personal protective equipment, cleaning and other steps needed to make workplaces safe during the coronavirus pandemic.

“Consumer-facing businesses are confronting considerable new costs to make their locations safe for their customers and employees,” NRF Senior Vice President for Government Relations David French said. “This tax credit addresses many of those new expenses, including the costs of reconfiguring stores and restaurants to provide more social distancing, and ongoing costs for protective gear and cleaning. A tax credit is particularly helpful for businesses that are facing reduced sales after months of being closed and are encountering these costs as they take the steps necessary to assure their customers that it is safe to return.”

The Healthy Workplace Tax Credit would be created under legislation introduced by Representative Tom Rice, RS.C., a member of the House Ways and Means Committee.

The measure would provide a refundable tax credit against payroll taxes for 50 percent of costs incurred by businesses for COVID-19 testing, PPE, disinfecting, extra cleaning and reconfiguring workspaces. The credit is limited to $1,000 per employee per quarter for a company’s first 500 employees, $750 for the next 500 and $500 for each employee thereafter.

A 40-employee retail store or restaurant, for example, that spends $60,000 on covered costs would receive a $30,000 tax credit. If the credit exceeds the business’s employer payroll tax obligations, the excess would be provided in the form of a refund.

NRF has worked with members of the Ways and Means Committee to seek introduction of the bill. Some mid-size retailers have reported that the cost of safety measures can be as high as $1 million a week. Face masks alone can cost $1 per employee per day, or $30,000 a day for a 30,000-employee retailer.

Safety is a key issue as retailers reopen from the ongoing pandemic, and NRF this week called on all retailers to adopt a nationwide policy requiring customers to wear face coverings or masks.

Reader Service #106

The National Dipper

September/October 2020

Subscription Card The National Dipper Magazine and The National Dipper Source Books are provided, subject to the limited license, stated below, only to qualified subscribers. If you have not filled out a subscription card within the last year, please fill out the card below to receive your complimentary subscription to THE publication for frozen dessert retailers. The subscription is for a one year period only and requires you to re-apply each year in order to continue to receive a complimentary subscription, subject to the limited license. The publisher reserves the right to restrict complimentary subscriptions to qualified subscribers only. All information must be provided or we cannot process your complimentary subscription request. Thank you.

September/October 2020 Subscription Card

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YES, I want to receive, subject to the license stated below, THE NATIONAL DIPPER Magazine. ❏ No, please remove my name from your mailing list.

Type of Firm (Check All That Apply) Your Title (Check All That Apply) ❏ Ice Cream Dipping Store-1 ❏ Owner-1 ❏ Soft Serve-2 ❏ Partner-2 ❏ Frozen Yogurt-3 ❏ President-3 ❏ Frozen Custard-4 ❏ Vice President-4 ❏ Gelato-5 ❏ Secretary/Treasurer-5 ❏ Italian Ice -6 ❏ Manager-6 ❏ Vending Vehicle/Catering-7 ❏ Buyer-7 ❏ Concession Stand-8 ❏ Salesperson-8 ❏ Dairy and Convenience-9 ❏ Representative-9 ❏ Supplier of Goods & Services-11 ❏ Other-10 ❏ Distributor-12 Do you make your own frozen desserts using a batch or ❏ Supplier/Dist Rep-13 continuous freezer? ❏Yes ❏ No ❏ Broker-14 Average gallons of frozen desserts sold per week ❏ Other-15 ❏ 151 to 200 gallons-3 ❏ Up to 100 gallons-1 Do you sell food? ❏ 201 plus gallons-4 ❏ 101 to 150 gallons-2 ❏ Yes ❏ No

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News LEOPOLD’S ICE CREAM centennial celebration book, Leopold’s Ice Cream: A Century of Tasty Memories, 19192019 was named one of the Best Cover Design finalists in the Next Generation Indie Book Awards (NGIBA) non-fiction category.

The book, featuring a forward by former President Jimmy Carter, includes over 120 pages of history, Hollywood stories, original recipes and photos that catalog the flavorful first century of one of America’s favorite ice cream parlors. It was written by best-selling author Melanie Bowden Simón.

“This recognition is a huge honor for everyone who worked to make A Century of Tasty Memories a reality,” said Simón. “In all categories, we were competing with groups like the White House Historical Association, Vanderbilt University and Emmy Award-winning designers.”

Wes Johnson is the talented graphic designer behind the book’s iconic cover, depicting a perfect double scoop cone of Leopold’s super-premium, homemade ice cream overlaid with their classic logo.

“Our ice cream speaks for itself,” said Stratton Leopold, owner of Leopold’s Ice Cream. “Of course, we wanted it front and center on the cover of our book. We are absolutely thrilled that it received such a prestigious recognition, and we cannot wait to see our story continue as we enter our next century of serving Leopold’s Ice Cream.”

This year’s winners and finalists celebrated their bookish victories together virtually with an online awards ceremony and have been listed in the official NGIBA 2020 Awards Catalog, which can be found here: https://indiebookawards.com/ winners/list.

Leopold’s Ice Cream: A Century of Tasty Memories, 1919-2019 is available for purchase at Leopold’s Ice Cream flagship location on Broughton St. and online at https://www. leopoldsicecream.com/shop/centennial-book/.

THE NATIONAL RETAIL Federation (NRF) issued the following statement encouraging all retailers to adopt a nationwide policy that requires customers to wear face coverings or masks to protect the health and well-being of customers, associates and partners during the coronavirus pandemic.

The health and safety of associates and customers is retailers’ number one priority and wearing a face covering or mask is scientifically proven to reduce the spread of COVID-19. NRF applauds the leadership of companies like Walmart, Starbucks, Best Buy, BJ’s Wholesale Club, Apple, Qurate Retail Group, Costco and others that have implemented nationwide mask mandates.

We hope the announcement by Walmart that it will be enforcing a policy requiring customers to wear a mask to shop in their stores is a tipping point in this public health debate.

The National Dipper

September/October 2020

Reader Service #107

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Trade Show in the Magazine Since so many events and trade shows have been canceled this year, we offered our advertisers a chance to display their products and services in our “trade show” within the magazine.

The following companies responded to our invitation.

A. Panza & Sons, Ltd. offers the following products: #0022 Panza Super Shake Mix Panza’s Super Shake. Also known as “Super Moo”, is especially designed to produce the smoothest, creamiest and most delicious hand-made milkshake or malt. Not for use in automatic milkshake machines. Super Shake provides just the right amount of additional sweetness and stabilization to make your shakes and malts creamier and delicious. Super Shake also keeps your shakes & malts stabilized and prevents separation much better than using just milk alone. Keeps great body and texture, especially when packaged to-go.

Super Shake, made from fresh milk, is unflavored and is packed 9-plastic half gallon containers per case, sold frozen. #0035 Panza All-Natural Sherbet Mix - A complete, ready to use Sherbet Mix that is formulated for use in a soft serve machine or batch freezer.

Add your favorite flavor ingredients and/or citric acid to taste. Our sherbet mix produces a super smooth, creamery texture that is great as a soft serve or quality hand-dipped product. Unflavored, and packed 4-1-gallon plastic containers per case, sold frozen. #0071 Vanilla or #0072 Chocolate Panza Premium 10% Butterfat - This is the product that made our family a legend in our industry. Especially formulated as a high quality, it produces an outstanding smooth and silky ice cream. This is the finest mix available anywhere for producing frozen novelties and ice cream cakes. Available in vanilla or our chocolate lovers’ chocolate made from the finest imported Dutch processed cocoa. Packed 4-1 gallon, sold as a fresh mix.

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#0030 Vanilla or #0031 Chocolate Panza Old Fashion Custard 10% Butterfat - A premium “Old Fashion Custard” soft-serve ice cream mix. Formulated with egg yolks, this mix exceeds the United States federal standards for producing an authentic custard or French ice cream. This mix has a light golden color and a high desirable use as a soft ice cream, or in manufacturing gelato or frozen novelties.

Available in vanilla or our chocolate lovers’ chocolate made with high quality Dutch processed cocoa. Packed 4-1 gallon, sold frozen. #0073 Plain or #0074 Super Rich Chocolate Panza Hard Mix 12% Butterfat - Especially designed to produce a good quality hard ice cream made in a batch freezer. It produces a smooth, creamy texture and good mouth feel.

Works extremely well in hard ice cream flavors made with fruit purees.

Incorporates the right amount of air (overrun) when batched. The Super Rich Chocolate has a high concentration (double amount) of Dutch process cocoa, certainly a chocolate lovers chocolate packed in two 2.5 poly bags per case. #0065 Plain, #0070 Plain, or #0069 Chocolate Panza Hard Mix 14% Butterfat - Especially designed to produce a good premium hard ice cream made in a batch freezer. The formulation of fresh cream, skim condensed, and milk (not powdered milk or whey powder) makes this mix one of the finest available anywhere. It produces a smooth, creamy texture and good mouth feel. Unflavored or in our chocolate lover’s chocolate made with a generous amount of high-quality Dutch process cocoa. #0065 is packed in two 2.5 gallon poly bags per case. #0070 is packed 4-1 gallons per case. #0069 is packed 4-1 gallons per case. #0068 Plain “ALL-NATURAL” Panza Hard Mix 14% Butterfat - This specially formulated “ALL NATURAL” hard ice cream mix is designed to produce a smooth, creamy textured

“ALL NATURAL” hard ice cream.

Makes an exceptional hard ice cream when used with other natural flavors, and bases. Be prepared to open a whole new market that will increase your sales and profit with this great product.

Packed in two 2.5 gallon poly bags per case. #0076 Plain “SUPER PREMIUM” Panza Hard Mix 16% Butterfat Especially designed to produce a “SUPER PREMIUM” hard ice cream made in a batch freezer. The formulation of fresh cream, skim condensed, and milk (not powdered milk or whey powder) makes this mix one of the finest available anywhere. It produces a smooth, creamy texture and good mouth feel.

This product produces the finest hard ice cream anywhere. Certainly, a cut above any competitor. Packed in two 2.5 gallon poly bags per case.

See our ad on the inside front cover. Web site: www.icecreamproducts.com Cold Car USA – moving cold since 1969 Cold Car USA provides solutions in refrigerated and frozen delivery.

These truck bodies are designed to keep their temperature throughout a normal delivery day without running the compressor off the engine or using forced air. This is accomplished through a eutectic plate system which freezes down overnight and maintains the temperature of the box throughout the day. Frozen bodies start at negative 30oF and easily complete the day still below zero.

The compressor runs on electricity, not fossil fuels, so there is no pollution. Additionally, the interlocking 4 inch reinforced foam walls (5 inch ceiling and floor) provide superior cold retention for long delivery days and shorter recharging cycles.

Whether you need a hot shot body with 2 doors on each side, a larger body with up to 6 doors per side, a combina-

The National Dipper

September/October 2020

The National Dipper

September/October 2020

Reader Service #108

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tion side deliver doors with rear door cart loading or a rear door only delivery truck we have the truck body you need. Frozen, refrigerated and combination options are available.

Don’t wait for your 2021 season to start. Contact Cold Car USA today and let us know what you are looking for. Call us at 1-800-266-8011 or e-mail at Sales@ coldcarusa.com.

See our ad on the inside back cover. Web site: coldcarusa.com Dingman’s Dairy is a family owned, full-line ice cream and dessert distributor located in Paterson, New Jersey.

Dingman’s Dairy has everything you need for your ice cream shop, whether you are looking for premium 3-gallon bulk ice cream or if you’re making homemade ice cream. They have it all: cones, bulk ice cream, syrups, ice cream toppings, ice cream mixes as well as yogurt and Vegan mixes, paper cups, spoons, cake boxes and Sanitizer for your machines.

Dingman’s Dairy specializes in Welsh Farms, Crowley, and Hood ice cream mixes. They carry a full-line of bases, flavors, inclusions and variegates to make the best ice cream for your shop, from Star Kay White, Gertrude Hawk, Barry Callebaut, Masterson and R & H Bases. Dingman’s also carries a full-line of flavors from Virginia Dare, National, Green Mountain and Prova Vanilla. As you see, they pride themselves on carrying name brand products from manufacturers you know, to always assure the best quality ice cream your shop deserves.

Dingman’s Dairy also owns Old Tyme Syrups and Toppings Company, who manufacture sundae toppings 14

such as, chocolate syrup, caramel, butterscotch, sttrawberry and hot fudge, They also carry a wide range of 5 gallon bag in the box soda, fountain syrups, slush syrups and Italian ice bases.

Dingman’s Dairy delivers locally in the tri-state area and throughout the country via Fedex and common carriers. They have fifteen dual-temperature trucks and three freezer vans for special deliveries. Dingman’s Dairy delivers six days a week in season, to provide shops with the service needed during the key 12 weeks we all need to make count. They also work with other distributors in Pennsylvania, Connecticut and Long Island to help service customers that are out of our delivery area. For customers throughout the United States, Dingman’s will FedEx products or, for larger orders they can build a pallet or two, with a variety of over 1,000 different products to ship to customers anywhere.

Dingman’s Dairy also started construction on a 25,000 sq. ft. warehouse addition, in January 2020, that will include additional freezer and refrigerator space. In 2019, they implemented a HACCP program for food safety and hope to be an SQF certified facility by the end of 2021.

Dingman’s Dairy’s customer service team calls every delivery customer, extending needed personal service, as everyone is busy serving customers, making ice cream and attending to all store related matters.

They say you don’t need to remember your delivery days, we will call you each time and often remind you, “Did you need or forget to order certain products?” Customer service is in the office Monday thru Saturday from May thru August and Monday thru Friday for the remaining months.

The staff can be reached at 1-800-9586838 or at orders@dingmansdairy.biz between 8:00AM and 4:00PM EST and 8:00AM to 1:00PM on Saturdays in season.

Dingman’s Dairy’s sales team consists of ten representatives spanning the Tri-state area including John Lucadamo, who handles all domestic sales. Out-of-state customers can also order products on Dingman’s website @ www.dingmansdairy.biz, which will ship the next business day or sooner.

See our ad on page 5. Web site: www.dingmansdairy.biz Prova Gourmet specializes in premium vanilla ingredients and other natural flavorings for artisan ice cream makers. We source the finest vanilla beans to make pure concentrated vanillas for ice cream and pastry. We offer a whole range of high-quality vanilla options: • Grade A vanilla beans of different vanilla origins • Pure vanilla extracts – alcohol free and no sugar added options • Vanilla bean paste of different origins • Whole bean powder • Colombian coffee extract • Natural caramel Discover our full line of vanillas on www.provagourmet.com and email us at gourmet@provaus.com for all questions about our products.

See our ad on page 7. Web site: www.grovagourmet.comt

The National Dipper

September/October 2020

Emery Thompson Takes Their Exclusive IOC To A New Level Emery Thompson is excited to announce our new Gen V – IOC, our fifth, and best ever generation of Infinite Overrun Control (IOC). Since Steve Thompson invented the IOC two decades ago, it has been upgraded four other times. This time, however, we have taken it to a whole new level.

The Gen V – IOC still utilizes simple, intuitive touch screens to make operating your Emery Thompson machine as easy as ever, and it now features much more. Brighter, clearer, color screens make it easier to see, and animated spinning blades let you know that your dasher is spinning, and at what speed it is spinning. A convenience timer starts when the refrigeration is turned on so you know how long the batch has been running, and if the operator gets distracted and forgets about the batch, a screen appears and an alarm begins to sound warning the operator that the product is getting too thick.

The Gen V – IOC has 11 product presets for all your favorite frozen desserts, and it still has the manual speed option for choosing your own specific

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speed that so many chefs enjoy.

With all of these improvements there is still more… The Gen V – IOC now includes an entire series of videos that show you and your operators how to do everything from setting up the machine to operating, maintaining, and troubleshooting the machine. We have created this series of videos based on the most common questions operators ask about the machines, kind of like a FAQ page on a website, only better. Imagine how useful this could be at 2:00 AM when you or your operator have a burning question and need help.

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To see an example of the videos you will find on the new Gen V – IOC, go to emerythompson.com, click on the Exclusive IOC tab, scroll down to the Get Help button, and click on it.

This is just one example of the many videos you will find on the new Gen V – IOC. If you don’t find the answers to your questions in the videos, remember that Emery Thompson provides technical support 7 days a week. Just call our office at 718-588-7300. If you are calling after hours or on a weekend, be sure to leave a message and

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someone will return your call quickly.

For more information about the new Emery Thompson Gen V – IOC, call and ask for Steve Thompson or Christi Brown.

See our ad on page 15. Web site: www.emerythompson.com LorAnn Oils was founded in 1962 by pharmacist O.K. Grettenberger in Okemos, MI. Originally, LorAnn bottled and distributed a handful of core essential oils like peppermint and clove to local pharmacies. Over the years, the business grew steadily and LorAnn expanded its product offerings and distribution to a wide variety of retailers, manufacturers, health practitioners and home consumers.

Today, our product line encompasses a variety of candy making and baking supplies, including Super-Strength Flavors, Premium Vanilla Extracts, Bakery Emulsions and the Flavor Fountain line. Nearly all food products are kosher, without added sugar, gluten-free, and available in retail and bulk sizes.

With over 40 concentrated flavors, Flavor Fountain is the ideal product to make frozen treats; offering flavors and colors in one easy step! Add bold flavor and gorgeous color to an entire gallon of ice cream using only 1-2 ounces of flavor – that’s just a few pennies per cone! Flavor Fountain is perfect for batch freezers or single-serve systems, and specialized for soft-serve and hard ice cream, frozen yogurt, gelato, sherbet, and other frozen dairy products. We have many unique flavor offerings; including Fruity Cereal Milk, Cookie Butter and Fudge Brownie! Our quart size is perfect for use in commercial soft serve machines. We also offer our top 12 flavors in a convenient 4 oz. size, attractively labeled for retail sale.

LorAnn employees take great pride in their work, and have the satisfaction of serving the needs of many diverse customers. LorAnn is an SQF facility, with a rating of 98 – Excellent. Today, with over 30,000 customers in 50 countries, this family-owned company is widely known for its quality products & excellent customer service. We are grateful for our many loyal fans and the opportunity to introduce more people to the LorAnn family of products!

Visit www.lorannoils.com/dipper for more details on Flavor Fountain and the easy steps to become a wholesale customer of LorAnn. See our ad on page 21. Web site: www.lorannoils.com/dipper Temptation: Vegan Soft Serve for Foodservice Customers Chicago Vegan Foods’ All-Natural, Dairy-Free Mix delivers deliciously creamy taste and texture. Chicago Vegan Foods, an independently-owned vegan food company, is helping restaurants and ice cream shops deliver refreshing sweetness to its customers looking for a dairy-free option with Temptation Vegan Soft Serve. Available in vanilla and chocolate base flavors, this all-natural, dairy-free softserve mix is easy to prep (just add warm water!) and simple to customize with flavorings and syrups. The product is shelf stable for one year, and 16

once mixed, can be refrigerated for up to seven days.

Temptation Soft Serve is skillfully made in small batches using natural and fairly traded ingredients. In addition to being vegan and dairy free, the plant-based formula is Non-GMO Project Verified, certified kosher by cRc, and completely free of peanuts, tree nuts, fat and cholesterol, providing an allergen-safe and better-for-you option for soft-serve lovers.

“Our Temptation lineup was the beginning of our business success story, and today it is the vegan and dairy-free choice for foodservice customers across the country,” shared Dan

Reed, marketing director of Chicago Vegan Foods. The products’ delectably creamy taste and smooth texture appeal to a mainstream audience, while its clean and plant-based ingredients deliver on-trend attributes and a safe and oh-so-sweet solution for those with special dietary needs.”

Chicago Vegan Foods’ Temptation Soft Serve is available to foodservice customers nationwide and sold in cases of six – 4.08 lb. bags of soft serve mix, which yields approximately 450 – ½ cup servings. The product is distributed by Sysco, US Foods, Reinhart, Foodservice Express and direct from Chicago Vegan Foods. Contact info@ ChicagoVeganFoods.com for more information.

An independently-owned vegan company, Chicago Vegan Foods was started in 2001 by longtime friends Ryan Howard and Dan Ziegler. The company recently moved into a 25,000 square-foot, dedicated vegan and nutfree facility where they make delicious, cruelty-free and allergy-safe

food products with a taste and texture similar to their animal-based counterparts. Serving retail, foodservice and industrial customers in the U.S. and Internationally, their product offerings include: Dandies Vegan Marshmallows, Teese Vegan Cheese, and Temptation Vegan Soft Serve and Frozen Dessert. Visit TemptationVegan. com and ChicagoVeganFoods.com for more information and find @TemptationVegan on social media.

See our ad on page 8. Web site:www.chicagoveganfoods.com

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September/October 2020

The National Dipper September/October 2020

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Leaders: The Pandemic Has Revealed the Truth about Your Heart.

Do You Like What You See?

by Deb Boelkes How you behaved during the coronavirus crisis reveals some essential truths about whether you lead with your head only or also with your heart. The good news? It is not too late to switch to a more heartfelt leadership style. Here’s what that looks like.

A couple of months ago, a crisis hit the world, one that changed almost everything about how people and companies operate. We all know the details. So no need to enumerate them here. But as we continue to navigate this fearful, uncertain, emotionally charged stretch of history, Deb Boelkes wants leaders to ask themselves a big question: What has the pandemic taught you about the role your heart plays in your leadership style?

“Times of crisis and extreme change have a way of revealing hidden truths,” says Boelkes, author of Heartfelt Leadership: How to Capture the Top Spot and Keep on Soaring. “It

shows us what we’re made of. It shows the people around us what we’re made of. And while many leaders have had to make tough decisions in the upheaval caused by COVID-19 the way they did those things speaks volumes.”

In other words, if you had to lay people off, did you do it with love and concern? Did you say thank you? Did you double-down on efforts to keep people engaged and inspired? Did you continue to nurture their growth and push them to live up to their potential?

All these are the attributes of what Boelkes calls a “heartfelt leader.”

They mean you don’t lead only with your head, always putting goals and profits ahead of people, but you also care deeply about employees’ wellbeing. It’s not an either or proposition, she says. People who truly believe you care work harder and are more engaged, making it a smart financial strategy.

In her book, Boelkes lays out the

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path to leading with the heart. Full of real stories and lessons from top heartfelt executives, the book will help you learn to transform from a person people follow because they have to, to one they want to follow.

Now that the dust is starting to settle and businesses are, ever so slowly, starting back down the road to normalcy, Boelkes urges you to take a good hard look at your own “heartfelt quotient” and see how you stack up.

Here are a few things heartfelt leaders regularly do.

They Give Their Personal Best Every Moment “My first job working for a major corporation was at Disneyland,” says Boelkes. “My high school drill team auditioned and was selected to perform together throughout the winter holiday season. I was a ‘marching card,’ the ace of clubs with the Alice in Wonderland dance unit. Once we had the job, we each gave our personal best every single moment. We competed against ourselves to set new personal best records with each ensuing performance.

If any one of us made a wrong move, it impacted all of us, and it certainly impacted our ‘guests’. We all depended on each other. Disneyland depended on us. The audience who had paid so dearly to attend depended on us. If any one of us failed individually, we all failed. We had to work together at peak performance, in perfect unison, every single time. We had to be perfect. No excuses. Ever. Disneyland set a bar for job performance and work ethic against which I have measured every other career and customer service experience I have ever encountered throughout my life. My heartfelt thanks will forever go to Walt Disney and all the Disneyland cast and crew members for that incredibly important lesson.

They Build A Culture of Love Tim Hindes, co-founder and CEO of Stay Metrics, a provider of driver retention tools, believes that successful companies are the ones that lead

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with love from the top down. He says, “When we started with two of us in 2008, we basically grew the company to $30 million in under three and a half years. It wasn’t the two of us who did it. By the time we were done, we had thirty five team members. We constantly had people coming into our offices saying, ‘This guy is talented. He wants to be part of this.’ If you dare to create this type of environment, one so unorthodox, you’ll find talented people will come to you who don’t want to play the old game. So, not only is it the right thing to do, it’s a brilliant move.

I do think a lot of problems we have in business, if you root down to it, are an absence of love and culture at the top.”

They Live by the Golden Rule in Good Times and Bad Colleen Barrett, president emeritus of Southwest Airlines, says, “You just have to practice the Golden Rule, on or off the clock, with each other, with your customers, with anybody you come into contact with. It’s really simple. I’m not saying we never fight with our unions. You know, we’re 86% unionized. At Southwest, you could be in the middle of a ferocious negotiation over something or somebody or some work rule, whatever. But, if you walk into the room at the beginning of the day, when you walked in as a total stranger, you would not know who was who, because they’re not on one side versus the other. They’re intermingling. They’re talking. They know each other by their first names.

They know there families. They know something about them because that’s who we are. Do we argue? Yes. But do families argue? Yes. Do we have disagreements? Yes. But there is such a trust there.”

ing. Eventually, we come toward a position we both then say we think we agree on.”

They Strive to Never Hurt Anyone This should be a given, but as a leader, your goal should be to enhance the lives of your employees and certainly to do no harm. Garry Ridge says, “When we put on the badge of leadership every morning, we take on the responsibility of other people. As leaders, we have no right, by our actions, to mess up other people’s lives.

We leaders need to take that extremely seriously. Too many leaders out there, through their overinflated self, their ego, who are driven by short-term goals instead of long-term thinking, make decisions that hurt people every day. They have no right to do it. The Dalai Lama says, ‘Our purpose in life is to make people happy. If we can’t make them happy at least don’t hurt them.’ Our purpose as a leader is to help people engage and enable, not to hurt them. We want to apply to their positive, not to their negative.”

They Keep Asking, “How do I Help You Grow?”

Britt Berrett, former president of Texas Health Presbyterian Hospital Dallas, emphasizes the need to show your people who don’t necessarily share your values that you care. “I had

a funny experience with one of our chief officers” says Berrett. “I adore her and work very closely with her.

For me, my time is very precious. I don’t have a lot of slack time; for me, it’s my faith, my family and then my job. I knew there was time we needed to spend together. She needed that oneon-one time. It was in the afternoon so I said, ‘Let’s go grab lunch.’ My favorite lunch restaurant is Wendy’s So, we went off to Wendy’s for lunch. I didn’t think anything of it. We sat down. I thought we had a good conversation.

Later, I found out she was a little put off we went to Wendy’s. The message to her was I didn’t really care. I didn’t really know. She was absolutely right.

In the frenzy of the day-to-day, I kind of forgot that. We laugh about it now, but whenever we go out to lunch, it’s always Wendy’s. We’ve made a joke out of it. But I needed to understand what was important to her and how I needed to show up as a boss. That’s what genuine leaders, I think, do. They ask the question, ‘How do I need to show up to help you?’ You’ve got to modify your strategy and your behavior to help them grow.

They Don’t Treat Employees Like Assets Howard Behar, former president of Starbucks Coffee says, “We hear leaders all the time say, ‘People are our

They Use the Magic Words – I Don’t Know – and Use Them Often Garry Ridge, chairman and CEO of the WD-40 Company, shares the power of admitting that you don’t have all the answers. He says, “I love three words so much – ‘I Don’t Know.’ I think they’re the most powerful words we can use as leaders, to say. Tell me what you know. Suddenly these barriers come down. Fear goes away. Conversation happens. Dialogue. LearnThe National Dipper

September/October 2020

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greatest asset.’ They’re no assets. You don’t own them. They can choose or not choose to be part of your organization. There’s nothing keeping them there, except maybe fear of loss. The more we treat people with caring, with love, the more they want to perform, the more they want to be part of the organization. Here’s how it works in the real world. When you trust people and you give them more responsibility and accountability when they’re ready for it, sometimes even when they’re not ready for it, the more they want to perform, the more they don’t want to let you down. They don’t want to let their teammates down. They don’t want to let themselves down. It just works.

There’s no magic here.

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Promotion of the Year Contest

The Promotion of the Year Contest is now open to ALL ice cream store owners in the United States.

Just submit your promotion to The National Dipper by September 21, 2020 to enter the contest.

Win a beautiful plaque engraved with your store name, suitable to hang in your store for all to see. AND the promotion will be featured in an upcoming issue of The National Dipper.

Promotion must have taken place in 2020. Entries must be received by September 21, 2020. Include a detailed description of your promotion. Include your name, store name, address, phone and email. State the objectives and results that were met by your promotion.

Entries are judged on the basis of originality, creativity, objectives accomplished, presentation to the consumer and how easily the promotion can be adapted in other ice cream retail businesses.

Send your promotion to: Lynda Utterback • The National Dipper * 1030 W. Devon Ave. Elk Grove Village, IL 60007 * lynda@nationaldipper.com Questions? Please call 847/301-8400

Deadline: September 21, 2020

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They Recognize That Everyone Who Works for Them is a Somebody

Paul Spiegelman, former CEO of BerylHealth says, “Everybody is a ‘somebody.’ We’re not taking nobodies and making them feel like a somebody.

We’re recognizing they are somebody.

I can ask people questions. I can learn enough about them and show I care about them to make them feel good about themselves. To me, that is probably the secret sauce, so to speak: Make people feel good about themselves. ”Even if you have to admit you haven’t been acting like a heartfelt leader, now is the perfect time to turn things around,” advises Boelkes. “Right now, many people all over the world are taking stock of their lives and vowing to become better, kinder, more loving human beings. No reason leaders can’t do the same. Let this crisis be a growth experience, one that inspires you to start making a positive impact on your company, on your employees and on the world.” v About the Author Deb Boelkes is not just a role model heartfelt leader, she’s the ultimate authority on creating best places to work with 25+ years in Fortune 150 high-tech firms, leading superstar business development and professional services teams. As an entrepreneur, she has accelerated advancement for women to senior leadership. Deb has delighted and inspired over 1,000 audiences across North America.

The National Dipper

September/October 2020

Train in Vain: Why Your Customer Service Training May Be Missing the Mark

by Ron Kaufman In an age when a customer’s unhappy experience with a company can go viral mere minutes after it occurred—and when customers regularly take to the Internet to publicize their great and not-so-great experiences—you understand the importance of superior customer service. Of course you do.

That’s why you budget hundreds of thousands of dollars for customer service initiatives and put new and old employees through regular training. So why are the results only average?

“Training teaches someone what actions to take in a specific situation,” says Kaufman, author of the new book Uplifting Service: The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet. “Education teaches him or her how to think about service in any situation and then choose the best actions to take.”

The differences between training and educating result in two distinctly different types of service, he adds. “Trained” employees will provide you with basic service. They’ll do just enough to get you out of their hair, but they won’t make you feel very good about their company in the process. In fact, sometimes they’ll make you feel bad—but you’re not sure exactly why.

“Most of us have had this experience,” notes Kaufman.

“The service person doesn’t do anything overtly rude or offensive. You probably won’t complain because you can’t put your finger on anything he did or said that was wrong—but all the same you may walk away with the unsettled feeling that he doesn’t want to be there, doesn’t care about you, and may even secretly resent serving you.

“Educated service providers understand that sticking to the script and providing the service isn’t enough,” he adds.

“Great service is not just about following a procedure or a sequence of steps. It’s about applying your attitude and heart to proven service principles. Taking the right actions at the right time to provide uplifting service so your customers and colleagues feel great about your organization. Service education allows you to make that important distinction.”

The best way to see the important differences between training and education is in practice. Let’s take a look at two possible customer service scenarios: Scenario 1: A customer calls your company regarding a problem he’s having with your product. He’s placed on hold until he reaches someone to talk to. When he’s finally able talk about his problem, the representative follows her training to the letter. She reads from the customer problem script just as she was taught in training. She successfully solves the customer’s problem but doesn’t do much to develop a real relationship with the customer.

Scenario 2: A customer calls your company with a problem and is greeted by the first person he talks to like this: “Don’t worry. I understand your problem completely and I’m going to help you.” The representative leads the customer through fixing the problem. She reassures the customer that any of her colleagues will also be glad to help if any other questions or problems pop up in the future. Then, when she The National Dipper September/October 2020

asks the customer if he is interested in learning about any of the company’s other products and services, the customer will be glad to learn more and will already enjoy a feeling of relationship and trust with the representative’s organization.

“See how the educated employee added value at every level of the call?” says Kaufman. “When employees are trained, there can be a fragmented understanding of what service means for different customers, and at different times.

Process training often leaves employees uncertain of what to do in situations they have not been trained to handle.

“Real service education means that people learn to think and act differently in service so that their actions always create value for someone else. Service education is more than teaching employees to deliver predictable service or handle customer complaints. It’s a foundation for creating a culture of uplifting service throughout the organization.”

Infusing service education into your company’s culture is a vital process, requiring dedication from the top down and action from the bottom up. It’s a topic Kaufman devotes an entire section to in Uplifting Service, but here are a few important points to consider as you learn more about service education: Carefully select your service education leaders. These individuals should be carefully selected for their understanding, attitude, and orientation to new action. This role calls

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for patience, clarity of thinking, commitment to uplifting service, and boundless generosity in the encouragement of others. This unique role is course leader, educator, facilitator, coach, encourager, problem solver, consultant, and provocateur all in one.

Focus on long-term results. Short-term thinking is another common reason why so many customer service training programs don’t produce substantial or sustainable results.

Your goal is more than short-term improvements in a few problem service areas. You want to build an organization with an internal capability to solve problems today and create great successes in the future.

Engage everyone. Remember, uplifting service means creating a culture shift at your organization, and that means everyone has to be on board. Service education will not take root unless everyone at your company has dedicated themselves to this change. And everyone means everyone. Yourself, managers, supervisors, warehouse staff, janitorial staff, new hires—everyone must be involved and dedicated to this ongoing learning adventure. The ultimate goal is to create a culture that earns and retains many loyal customers while building pride and problem-solving passion in every service provider. When team members are confident that everyone is committed to this cause, they will work enthusiastically to deliver uplifting service.

Don’t expect instant change. Becoming skillful in service does not happen all at once, just as mastering math or learning a new language cannot be accomplished in a single session. Service education must be frequent, repeated, reviewed, and renewed for everyone on a continuous and uplifting basis.

“New learning happens when principles are put into action, new insights are discovered, new skills are developed, and new understanding and competencies are secured,” concludes Kaufman. “Just reading a book won’t uplift your service performance or build your service culture. It takes new action to uplift your service and delight the people around you.

“Be sure to incorporate all aspects of your service culture into your service education,” he adds. “Real-time data, current customer comments, compliments, complaints, and competitive information can all play vital roles. Keep fresh information flowing into your service education process.

Keep new ideas for action flowing out. Keep the energy for improvement moving and growing in all directions.” v About the Author Ron Kaufman is the world’s premiere thought leader, educator, and motivator for uplifting customer service and building service cultures in many of the world’s largest and most respected organizations, including Singapore Airlines, Nokia Siemens Networks, Citibank, Microsoft, and Xerox. He is the founder of UP! Your Service, a global service education and management consultancy firm with offices in the United States and Singapore.

Ron is a columnist at Bloomberg Businessweek and the author of 14 other books on service, business, and inspiration. Ron has been featured in the Wall Street Journal, the New York Times, and USA Today.

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The National Dipper

September/October 2020

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ASSOCIATIONS Great Lakes Ice Cream & Fast Food Assn. ..................810/618-0605 New England Ice Cream Restaurant Assn. .........mca319@gmail.com BATCH FREEZERS Carpigiani…………www.carpigiani.com/us……………800-648-4389 Emery Thompson......www.emerythompson.com……..718-588-7300 BOOKS Tips for Costing Ice Cream & Frozen Yogurt Cakes & Pies, plus: Tips for Costing Ice Cream Cones, Sundaes, Shakes & Other

Goodies………………………..JLM Unlimited...........847-301-8400 BULK ICE CREAM CONTAINERS Negus Packaging Solutions 3220 Kingsley, Madison....888-241-7482 Tyoga Container Co., Inc…..Tioga, PA 16946……. ..800-724-6003 Same day shipping on stock items by 11 AM!..www.tyogacontainer.com COCOA Forbes Chocolate……www.forbeschocolate.com......…440/838-4400 CONES The Cone Guys, Ltd….Specialty Cones…….............…215/781-6996 Joy Cone Co. Cake, Sugar, Waffle Cones & Bowls.......800-242-2663 PDI Cone-Dutch Treat…Sugar Cones & Toppings…....866-277-3084 DIPPING CABINETS Carpigiani…………www.carpigiani.com/us……….……800-648-4389 FLAVORS Green Mountain Flavors, Inc. ………………………..800-639-8653 FROZEN CUSTARD Classic Mix Partners...www.classicmixpartners.com.....800-722-8903 Award Winning Frozen Custard Mixes Meadowvale, Inc. www.meadowvale-inc.com….......800-953-0201

ICE CREAM MIX A. Panza & Sons, Ltd., Mixes & Ingredients www.icecreamproducts.com….........................….800-Ice-Cream LUBRICANTS Haynes Lubricants…..www.haynesmfg.com…..............800-992-2166 PHOTOGRAPHY Stella Lorens Gallery…www.stellalorens.com...............630/730-8297 POINT OF SALE POSTERS JLM Unlimited, Inc., ........Elk Grove Village, IL ..............847/301-8400 Ice Cream Banana Split and Sundaes Posters SODA FOUNTAINS AMERICAN SODA FOUNATIN, INC............................312/733-5000 455 N.Oakley Bl..Chgo, IL 60612...www.americansodafountain.com Parts-Sales-Service-Mixers-Pumps-DraftArms-SodaFount.Bev.Equip SOFT SERVE MACHINES Carpigiani…………www.carpigiani.com/us……,………800-648-4389 TOPPINGS TR Toppers ………..800-748-4635…,,,,,,,,,,,,,,,…. www.trtoppers.com

Regional Yellow Pages Regional Yellow Pages are available to companies that distribute products and/or services in a limited area of the country. Companies are listed in the state in which they are located. Regional Yellow Pages will appear in all six issues of The National Dipper and rates shown are for six issues. Regular Listing: 1st line, $295. per year, additional lines $165. per year. Maximum 40 characters per line.

Boldface Listing: 1st line, $395. per year, additional lines $295. per year. Maximum 30 characters per line. ALL CAP Listing: additional $75. a line per year, regular or boldface. Maximum 30 characters per line. Payment must accompany order. Regional Yellow Pages are non-commissionable.

CALIFORNIA Taylor Freezers of Calif..800-927-7704..www.taylorfreezers.com SF Food Supply……............San Jose, CA….........….408-436-12283 Ice cream ingredients and supplies

FROZEN YOGURT MIX A. Panza & Sons, Ltd., Mixes & Ingredients www.icecreamproducts.com…………………….800-Ice-Cream

NEW JERSEY A. Panza & Sons, Ltd., Mixes & Ingredients www.icecreamproducts.com…........................….800-Ice-Cream Dingman’s Dairy................www.dingmansdairy.biz..800-958-6838

GELATO PreGel America…..www.pregelamerica.com…….........866-977-3435

OHIO Peck Food Service..www.peckfoodservice.com…..800-732-7325

ICE CREAM CARTS & FREEZERS AllStarCarts-IceCreamCarts-Tricycles-TrucksTrailers...800/831-3166 Carpigiani…………www.carpigiani.com/us………….…800-648-4389 ICE CREAM CONTAINERS Visstun Cups…………..www.visstuncups.com….….702/251-8809 Custom printed quarts, pints, 1/2 pints and 5 oz. cups Flexible order volume - Single case to millions

The National Dipper September/October 2020

Questionnaires for the 2021 National Dipper Source Book, the January/February 2021 issue will be mailed the first week of October. Be sure to fill it out and return it as soon as possible. The listing is FREE! 25

This issue of The National Dipper is now available online at: www. national dipper.com

NEGUS PACKAGING SOLUTIONS

Calendar SEPTEMBER National Honey Month 7 - Labor Day 4 – National Macadamia Nut Day 6 – National Coffee Ice Cream Day 10 – National Hot Dog Day 11 - Patriot Day 12 – National Chocolate Milkshake Day 13 – Grandparent’s Day 13 – National Peanut Day 22 - Autumn begins 22 - National Ice Cream Cone Day 28 - Yom Kippur Begins 29 - National Coffee Day 30 – Rosh Hashanah Begins OCTOBER National Caramel Month National Cookie Month National Dessert Month 7 – National Frappe Day 12 - Columbus Day (Observed) 13 – National M&M® Day 14 – National Dessert Day 16 - National Boss Day 17 - Sweetest Day 19 - Rosh Hashana 22 – National Nut Day 24 - United Nations Day 28 – National Chocolate Day 30 - National Candy Corn Day 31 – Halloween

NOVEMBER National Georgia Pecan Month Peanut Butter Lover’s Month 1 - Daylight Savings Time Ends 3 - Election Day 4 – National Candy Day 11 - Veterans Day 11 – National Sundae Day 20 – National Peanutbutter Fudge Day 23 – National Cashew Day 25 – National Parfait Day 26 - Thanksgiving Day 28 – Small Business Saturday DECEMBER National Egg Nog Month 4 – National Cookie Day 7 – National Cotton Candy Day 7 - Pearl Harbor Remembrance Day 8 – National Brownie Day 10 – Human Rights Day 11 – Hanukhah Begins at Sundown 16 – National Chocolate Covered Anything Day 17 – Maple Syrup Day 18 – National I Love Honey Day 21 - Winter Begins 24 – National Egg Nog Day 25 - Christmas Day 26 – National Candy Cane Day 26 - Boxing Day 26 – Kwanzaa Begins 31 - New Year’s Eve

Advertisers’ Index

SQUARE PAK™ also available.

NEGUS

3220 Kingsley Way Madison, WI 53713

888-241-7482

negus.info@negusboxnbag.com www.negusboxnbag.com

Distributor Inquiries Welcome 26

Reader Service #118

All Star Carts & Vehicles, Inc...........24 Chicago Vegan Foods.........................8 Cold Car...............................3rd Cover Costing Manuals.................................6 Dingman’s Dairy................................5 Emery Thompson Machine...............15 Flavor Fountain.................................21 Great Lakes Ice Cream & Fast Food Association.............................13, 22 Green Mountain Flavors....................8 Hershey Foodservice............4th Cover Lorann Oils......................................21 Stella Lorens Photography...............17 Negus Packaging Solutions...............26

New England Ice Cream Restaurant Association.................................18 A.Panza & Sons, Ltd..........2nd Cover Prova Gourmet...................................7 Rite Temp.........................................24 Sawvel Automation..........................23 Schlotterbeck & Foss……………....11 Temptation Vegan Soft Serve.............8 This Advertisers’ Index is published as a service to you, the reader. The publisher does not assume liability for errors or omissions.

The National Dipper

September/October 2020

Reader Service #119

Reader Service #119