Masterchef is essential viewing in my household. Gutted when it’s over… Pookie – you were robbed, love! This show has lots of lessons for us business owners about service expectations and customer experiences.

I love watching the development of an enthusiastic cook transform into an accomplished talented chef, the creativity that goes into the dishes using way-out ingredient combinations that pay off. Even the way they arrange individual components of their dish on a plate, like painting a masterpiece with food. I usually have a favourite early on in the stages that I am rooting for to get the trophy and the acclaim of being the winner of the contest.

Serving customers

During the earlier trials, often plans go awry. Pots overboil, stuff gets burned or undercooked. Fans of the show know never to attempt something as ambitious as a chocolate fondant or rack of ribs under these constraints, but still some of these cooks attempt that challenge. Contestants have the pressures of time and limited resources, yet they have to meet the deadline to impress some pretty discerning guests. They will be judged on the outcome, and not the work that went into it. Because of the time element, shortcuts would be very tempting.

However (said in my best Gregg Wallace impression) shortcuts made – without knowing the essential information – is not how the professionals do it. By all means refine and improve productivity and speed, but know why and how it all comes together, first and foremost. It’s why mayonnaise is made by whisking eggs, vinegar and oil, not cracking open a bottle of Hellmans. Details matter when there’s so much at stake, and so much competition. Those who judge expect more. Masterchef, not Master of opening a can or squirting a bottle.

Meeting customer expectations

There is a place for shop-bought condiments, and a place for the made-from-scratch creations. Really, there is a choice being made. Will those who judge the outcome mind if there is a mass-produced offering? Or are the judges looking for something special – something that’s had care, time, effort – dare I say it, love – into its production?

Ponder this for your own business. Where do shortcuts save you resources without disrupting the outcome? Where does that extra knowledge and attention to detail become a non-negotiable factor? Where does it matter, and to who?