Steve Gendreau, CMA Restaurant & Design
Steve Gendreau, who handles contract management and is a project manager for CMA Restaurant & Design based in Kirkland, Wash., has a wealth of expertise in taking projects from conception to completion. He began working in the foodservice industry in 2001 and joined CMA a year later. His customer base consists primarily of independent restaurants.
Q: How do you work with operators to make sure they have the correct solution?
A: Usually, I sit down with my customers and try to uncover their needs. I ask what they’re using it for, and in some instances, I will work with my local reps to set up some time for product demonstrations. I want to get the customer in front of the item to ensure it’s the piece of equipment they need and that it’s what they think it is. Hands-on experience is invaluable because they’re able to see it in use as opposed to just seeing it online.
Q: What’s your approach to helping customers navigate projects with short timelines or tight budgets or both?
A: It starts with the customer having a clear vision of the concept. I’ll sit down with them to discuss the realistic expectations of a budget and try to get a budget number out of them. And if they don’t have a budget figure in mind, then I’ll go off my years of experience to approximate what something they envision might cost to build out. I want to make sure they have a realistic understanding of how the permitting process works and what a realistic timeline is for a project like theirs. In the long run, hiring experienced people may cost more up front but it ends up saving operators money because there’s not a bunch of change orders later by working people who really know what they are doing.
Q: How do you keep up with the evolution of equipment and technologies that help with design and product specifications?
A: Out here in the Northwest, we have a great network of manufacturers’ sales reps and they do a really good job of setting up times with us and educating us on products. There is so much equipment out there and it is difficult to keep up on everything, but when reps come in and they set up time with us, we try to sit down and allow that time because that’s how we keep up on our knowledge. We also read magazines and try to go to all the shows just to make sure we’re up on all the latest and greatest.
Q: What’s one lesson you learned earlier in your career that still shapes your approach today?
A: Communication is key. I’m considered one of the veterans in the industry now. In my eyes, I still feel like a young guy, but when I see younger folks come into the industry and begin work on their first foodservice facilities, I take the lead with my communication. I look to make sure meetings are set up when they need to be and that I’m communicating all the information that I can to other project team members. Be the information good, bad or indifferent, make decisions and communicate them to the customer and the rest of the design-build team.
DSR 3-2-1
Steve Gendreau, CMA Restaurant & Design, sits down with Jason Wange, Foodservice Powerplant Network, to talk about being named an FE&S DSR of the Month.
Find more episodes of DSR 3-2-1 here.
Foodservice Equipment & Supplies Presents DSR 3-2-1 is sponsored by Salvajor.
