Kellogg's Campus Star

"DEAR ERNIE"™

Great Ideas, Hints, and Insights from America's Smartest College & University Dining Services Professionals

No guts, no glory. That's the attitude college and university foodservice operators have to take when introducing a new dining concept on campus. It's a big risk and there are no guarantees the new concept will resonate with students - even if they initially requested it. So what's an operator to do?

Lisa Wandel, Director, Residential Dining at Penn State University, says go for it but don't be afraid to make a few changes along the way.

Dear Ernie,

"We were getting requests from more and more students who were saying, 'We want healthier!' After meeting with University of North Texas (on their healthy, portion-controlled Mean Greens Café) and making a few affordable aesthetic improvements, we reopened Simmons Dining Facility as a healthy dining concept.

It's all about the food, using fresh ingredients, bold flavors, fresh herbs and seasonings. The clientele has really changed. Simmons is now attracting more athletic-looking students and they are very loyal customers.

We've had to make a few adjustments along the way. Initially we tried to limit the entrée portions, like Mean Greens Café, but that created a lot of issues with students the first week. So we softened the rules a little to allow some of the entrees as sides.

We also ran into a problem with the term 'healthy'. I think it turns the average student off. For instance, last year we served a no-sugar-added ice cream and had no complaints. When we reopened Simmons we posted a sign that said 'no-sugar-added ice cream' and had so many complaints. The students didn't even want to try it. So we removed the signs and immediately received positive feedback, saying 'Thanks for bringing the old ice cream back' even though we hadn't changed a thing.

We don't want to deceive people but sometimes you have to protect the average student from certain misperceptions when they aren't quite ready to accept something new.

You've got to have guts – it's a risk, but I believe in this healthier dining concept. However students aren't always the first to accept change. You have to just ride it out. And be careful how you present the concept to your students. Because although they're asking for healthy, they may not always be ready to try it."

Lisa Wandel
Director, Residential Dining
Penn State University

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