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Liaison Learns to Let Go
February 18, 2009
4 Min Read
FoodService Director - What I Learned - Carol Bracken-Tilley - Motorola - Liaison Learns to Let Go
When Motorola decided to sell its in-house foodservice program to Compass Group, Carol Bracken-Tilley had to decide to either go with Food Works or stay on as the liaison between Motorola and Compass Group. Bracken-Telley talks about why she decided to stay on as liaison and what she took away from the process.
FoodService Director - What I Learned - Carol Bracken-Tilley - Motorola - Liaison Learns to Let Go
Six years ago, Motorola divested itself of its successful in-house foodservice program, Food Works, by selling it to Compass Group. Carol Bracken-Tilley, then a project manager for Food Works’ Eastern U.S. operations, was given a choice: go with Food Works or stay with Motorola as manager of hospitality services and liaison between the company and her old department. Bracken-Tilley chose to become a liaison, overseeing foodservice for Motorola facilities worldwide. She shared with FSD how she approached the job and what she’s learned over the years.“The first thing I did was, I called other liaisons, before and just after I took on this new role. For the most part these were people I didn’t know, which was unique in itself. Most people I called were self-operators whose companies went contract and who stayed on like I did and became liaisons. I just asked them, How do you like your job? How do you do your job?
In a really good move for me, I hired a consultant who specializes in foodservice contracts and got myself educated. This was a very big contract, and it was overwhelming. I needed to understand what certain things meant. I had the contract broken down, which was very helpful to me.
The biggest challenge I had, and the way I explain it now, is I needed to learn to fly at 20,000 feet instead of 2,000 feet. As an operator, I was used to having my hands in everything. So when my contractor was implementing new programs or testing new products, I wanted to be a part of it all, to help and give input. But there is a fine line between being a help and being an obstacle. I had to change my thought process around, to approach it from the standpoint of, ‘Does what the contractor want to do fit the needs of my company?’ I had to take a different attitude; I had to let go of things that I was very involved with before.
I learned that foodservice means a lot of different things around the globe. It was very frustrating at first, to have to learn how food fits in with different cultures around the world. I had to get up to speed with that. I had to grow in that respect. In America we put some importance on food, but in a few cultures certain food traditions need to be worked into the everyday service—like tea service in some countries. You have to understand that and respect it. I hope [eventually] all liaisons get to deal with global business. There are not a lot of people like me, who have global contracts to deal with.
In Mexico, one of our foodservice providers was getting tortillas from the outside [and] the quality was not what the average Mexican is used to. It got to the point where the foodservice provider decided to learn to make their own. That took foodservice satisfaction up significantly, just by understanding how important tortillas are to the Mexican culture. It was a bold move and it was the right move.
My approach to our foodservice providers is one of open communications. There is no question as to the direction I want foodservice to go. We communicate with each other, and our goals are clear, achievable and mutually agreed upon. I don’t work in a vacuum. I take into account what their priorities are, and make sure we’re aligned, that we all agree on what our direction should be.
At the end of the day, and this is going to sound clichéd and corny, I think your foodservice provider has to be your partner. If that is so, then you can get over any hurdle, get through any obstacles. There will not be any roadblocks to your success. There has to be give and take on both sides.”
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