{"id":38265,"date":"2020-05-06T14:51:20","date_gmt":"2020-05-06T18:51:20","guid":{"rendered":"https:\/\/developer83.wordpress-developer.us\/culturecheesemag\/?p=38265"},"modified":"2020-05-06T14:51:20","modified_gmt":"2020-05-06T18:51:20","slug":"personal-touch","status":"publish","type":"post","link":"https:\/\/developer83.wordpress-developer.us\/culturecheesemag\/personal-touch\/","title":{"rendered":"Personal Touch"},"content":{"rendered":"

Massage therapist. Tattoo artist. Hairdresser. These are a few of the professions that require physical human interaction, if not constant human touch. In recent months, we\u2019ve seen previously contact-centric businesses pivot to meet the needs of their clients without putting themselves and others at risk of infection. In the most unfortunate cases, we\u2019ve seen these kinds of businesses close until further notice. <\/span><\/p>\n

Add cheesemonger to the list of professions that rely on IRL encounters. The \u201ctry before you buy\u201d dance is a given in pretty much all cut-to-order cheese shops, and sometimes the (free!) samples are the cheese counter\u2019s main draw. Since tasting is out of the question at most shops these days, how can mongers assert their expertise and upsell with confidence?<\/span><\/p>\n

In true cheese industry fashion, this conundrum was met with creativity: enter Curds & Co. of Massachusetts and Texas-based Antonelli\u2019s Cheese Shop. Intrigued, I took advantage of their new \u201cremote mongering\u201d services to see how\u2014and if\u2014they worked. <\/span><\/p>\n

Antonelli\u2019s Cheese Shop, Austin, TX<\/b><\/a><\/p>\n

At 5:00 p.m. sharp, retail manager Nicholas Kadrlik\u2019s face suddenly appears on my laptop screen, apparently overjoyed to see me. He greets me with a, \u201cI\u2019m so glad you could join us today!\u201d as I fumble to adjust my volume and tilt my monitor so I don\u2019t look like a startled potato. We\u2019re using the GoToMeeting app, Antonelli\u2019s chosen platform for their new Cheesemonger Live service. Shoppers register for a fifteen-minute appointment on Antonelli\u2019s website, after which they are sent a verification code and several reminders to meet their monger on the nearest available screen when the time comes. Kadrlik uses his smartphone to video chat with me, leaving him free to roam about the shop, which is empty save for several of his fellow (masked) mongers. He\u2019s clearly already a pro at this new medium.<\/span><\/p>\n

\u201cAside from a couple tech issues, it\u2019s been pretty smooth,\u201d Kadrlik says of Cheesemonger Live. He tells me customers have adapted quite well to the new shopping format. He estimates that Antonelli\u2019s staff receives an average of five video calls a day, with the majority of orders coming by phone and e-commerce. There is a dedicated \u201ccall center\u201d point person for every eight-hour shift, whose sole job it is to field phone orders while staying physically isolated from the rest of the staff. Since Cheesemonger Live requires the monger to be on the shop floor, the staff members take turns answering those calls.  <\/span><\/p>\n

Eager to see the cheese case, I give Kadrlik a sample shopping scenario: I\u2019m trying to put together a plate with three cheeses for myself and my quarantine buddy. I tell him I like blue, but that my cohort prefers milder, sheepy cheeses. Kadrlik flips his phone camera around and gets eye-level with the case so we can peruse the selection together. Our conversation turns to taste, texture, and pungency, the familiarity of cheese talk putting us both at ease and evaporating any awkwardness of having to sell and shop virtually from over 2,000 miles away. Though Kadrlik expresses some frustration over his inability to taste out his recommendations (\u201cI just want to feed you!\u201d), his verbal descriptions of his favorites are enough to paint a thorough gustatory picture. <\/span><\/p>\n

\u201cRetail sales have doubled, even tripled [since the initial shutdown],\u201d he tells me, bringing me over to look at the meat case after we settle on cheeses. \u201cAs you can see, our meat selection is…I\u2019ll say, \u2018un-full.\u2019 We\u2019re having to re-order product again.\u201d This would be a pretty unglamorous statement if made at any other time, but amid business closures and stay-at-home orders, it\u2019s amazing Antonelli\u2019s is seeing enough business to fill their wholesale order forms. <\/span><\/p>\n

In a separate conversation, co-owner John Antonelli tells me that it\u2019ll be interesting to see if customers continue to shop virtually once the country opens back up. \u201c<\/span>The bright side is that this has forced us to do many things that were on our list for years,\u201d he says. The shop recently launched their first \u201c<\/span>Cheese 101 in a Box<\/span><\/a>\u201d class, and has been uploading <\/span>YouTube<\/span><\/a> videos regularly that cover cheese tastings, maker interviews, and pairings. \u201cWe never did [this] in the past because we thought it had to be perfect,\u201d Antonelli says. \u201cNo time for that now! So we’re focusing on \u2018progress, not perfection.\u2019\u201d<\/span><\/p>\n

The shop fulfills orders through contactless curbside pick-up and nationwide shipping, and provides its staff with fresh produce to limit their exposure to the outside world. There has been a shelter-in-place order in Austin since March 24, and it\u2019s unclear whether the May 8 expiration date will hold. Clearly, the safety of their staff is a top priority, and one that Antonelli\u2019s will not compromise despite the downsides of the restrictions. <\/span><\/p>\n

\u201cUltimately, we miss people,\u201d says Antonelli. \u201cIt’s always been about people, and we can’t wait to see their smiling faces and happy dances again. He\u2019s glad for the chance to innovate, continue to create community through cheese, and utilize his staff\u2019s talents in new ways. \u201cThat being said,\u201d he adds, \u201cwe can’t wait for our whole team to get a good night’s rest and not worry about potential work curveballs the next day!\u201d<\/span><\/p>\n

Curds & Co., Brookline, MA<\/b><\/a><\/p>\n

This \u201c21st-century cheese shop\u201d has a reputation for its tech savvy. Among their trendy offerings is a <\/span>monthly subscription service<\/span><\/a> that delivers a themed box of cheese and accompaniments to your door, along with a link to an instructional video and a curated Spotify playlist. Owner Jenn Mason hosts a <\/span>podcast<\/span><\/a> with artist Julie Fei-Fan Balzer in which they unravel the stories behind their favorite cheeses and pairings. The shop even designed an <\/span>app<\/span><\/a> that enables users to track and make notes on their favorite (or least favorite) cheeses. To say they\u2019ve got the hang of \u201cdigital mongering\u201d is an understatement. <\/span><\/p>\n

In light of Massachusetts\u2019 relatively strict COVID-19 response, however, Curd\u2019s & Co. is kickin\u2019 it fairly old school with their new TELE-Monger service. Customers register on the website for a fifteen-minute appointment, and when the time comes they receive a good old-fashioned phone call from the delightful Gillian Dana, assistant retail manager at the shop\u2019s Boston Public Market location. That storefront has temporarily closed, so Dana has relocated to Brookline and spends her days on the phone with customers, assembling orders, processing payments, and getting packages ready for contactless pickup in time for the next phone call. <\/span><\/p>\n

\u201cIt\u2019s like the day before Thanksgiving, every day,\u201d says Dana. \u201cI\u2019ve never worked harder in my life than I am right now. This is the first time I\u2019ve sat down all day.\u201d (Our call was at 5:40 p.m.) Between the added physical work of heaving 50-pound deliveries of flour and other dry goods around the store, rushing to complete orders, and, in her words, \u201cbeing the positivity\u201d in each customer service interaction, Dana says she and her fellow mongers are working a lot harder these days. Curds & Co. has instituted a couple of Monger Appreciation Days, during which the store closes so the staff can rest and recuperate amid the ongoing shutdown.<\/span><\/p>\n

When life as we know it came to a halt in late March, Dana and her coworkers were expecting their hours cut in half, if not suspended altogether. Instead, the staff received hazard raises of $2 an hour, and they remain busy from open to close. (Curds & Co. was the recipient of a Paycheck Protection loan and an Economic Injury Disaster advance in April.) Dana says she receives a lot of orders for birthdays, special occasions, and condolences, all placed by friends and family members who can\u2019t physically be with their loved ones.<\/span><\/p>\n

Many regular customers of the shop have kept their recurring weekly orders, telling Dana that they\u2019d rather give Curds & Co. the business than a larger store. She\u2019s been getting quite a few calls, however, from first-timers who are stuck at home and finally satisfying their curiosity about the shop. \u201cThere\u2019s a lot more of, \u2018Surprise me with whatever, I\u2019ve got nothing else to do, and it would be kind of fun to not know what\u2019s going to happen next\u2019\u2014in a good way,\u201d she adds. <\/span><\/p>\n

Dana stands in front of the cheese case during these calls, rattling off product descriptions with increasing deftness. \u201cI love words anyways, so it\u2019s been a good test for me to find the best way to describe these things without people being able to taste them in person,\u201d she says. And she\u2019s thankful for the opportunity: her roommate has been out of town, so her main human contact comes in the form of these strangers on the phone. \u201cThe fact that I <\/span>want <\/span><\/i>to talk to them really helps,\u201d she says, laughing. <\/span><\/p>\n

When I ask her if she\u2019ll be glad to see the TELE-Monger service end once restrictions are lifted, she has a mixed reaction. \u201cI\u2019ve kind of developed regulars, and I don\u2019t really know what they look like, but we have these really nice relationships,\u201d she says. \u201cI get a little bit of TMI from some people, but it\u2019s kind of fun! I hope we have some kind of version of it, after this ends.\u201d <\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

Massage therapist. Tattoo artist. Hairdresser. These are a few of the professions that require physical human interaction, if not constant human touch. In recent months, we\u2019ve seen previously contact-centric businesses pivot to meet the needs of their clients without putting themselves and others at risk of infection. In the most unfortunate cases, we\u2019ve seen these […]<\/p>\n","protected":false},"author":102,"featured_media":38114,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"wprm-recipe-roundup-name":"","wprm-recipe-roundup-description":"","cybocfi_hide_featured_image":"","footnotes":""},"categories":[23767],"tags":[2087,2861,24003,2282,23101,17952,23387,24076],"coauthors":[20578],"class_list":["post-38265","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-covid19","tag-cheese","tag-cheese-monger","tag-cheese-mongers","tag-cheese-shop","tag-covid-19","tag-digital","tag-pandemic","tag-telemonger"],"acf":[],"yoast_head":"\nPersonal Touch - culture: the word on cheese<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/developer83.wordpress-developer.us\/culturecheesemag\/personal-touch\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Personal Touch\" \/>\n<meta property=\"og:description\" content=\"Massage therapist. 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