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Goodberrys/Jigsaw and frozen Custard v. Ice Cream

By johnboy 31 March 2005 50

As a couple of owner/operators of the Goodberrys/Jigsaw group have been good enough to comment and clarify on the issue of their name change (and related product issues) I thought it worthwhile drawing further attention to their comments.

Particularly those of Cameron Walker here and here, and also Banvie here.

For what it’s worth I have done some research (*GASP* shurely not at RA???) and the addition of eggs would appear to be the salient difference between ice cream and frozen custard by any reasonable standard. Having done quite a few food science courses, the comments about the reduced air % allowing warmer temperatures (less headaches) sounds more than plausible.


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50 Responses to
Goodberrys/Jigsaw and frozen Custard v. Ice Cream
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Maelinar 10:19 am 16 Jan 06

Watch out for the black ugy, he’s an alien.

Cameron, I’ve been to the stores twice now, and although there were hardly any other customers there, I didn’t mind being called out to pick up my concrete on both occasions.

As is the wait with any other fast food franchise (McD, KFC etc), there was a short delay in processing my order, and then I returned to the counter to pick it up, a perfectly acceptable method of delivery.

The idiot who thinks that’s an undesirable method of delivery aught to take a glimpse at the real world, where this is occuring on a daily basis.

I’d hazard to say that RIGHT NOW at KFC and McDonalds, at every plaza in Canberra, there is somebody waiting for their food, that’s what we in the real world call normal.

Anonymous (you know which one), get a life.

Jess 9:53 am 16 Jan 06

why do all the hot guys work at Erindale (Sam, Rory, the wog and the black ugy) you should share them around all the stores. You should also make them take their shirts off. My friend’s friend’s sister works at Jigsaw and she said that Rory has the best six pack and the hottest muscles you will ever see

Cameron 9:04 am 12 May 05

Hi Rachel,

Thanks for the feedback.

Yes, Erindale was sorry to see Sam go 🙁

Cheers.

rachel 5:18 pm 11 May 05

his name was Sam – i went to the erindale store this arvo and he was there
you shouldn’t have l;et him quit!
he is really nice and friendly!

rachel 5:16 pm 11 May 05

Cameron,
i went to the Woden store a few weeks ago and there was this really nice guy serving me. he was a bit short and had freckles (i think his name started with s?)
anyway, he was very helpful and you should give him a promotion

by the way, good luck with the name change thing

Cameron 8:48 am 26 Apr 05

Gavin,

Jigsaw is indeed a franchise and if you are interested in becoming involved please contact me on cameron.walter@in2itive.com.au

Cheers.

gavin 12:59 am 22 Apr 05

i’m hoping that someone can help me. i was interested in trying to invest in a goodberrys store. but if they are no longer around. how do i find out more about jigsaw and is this a franchise.

Banvie 9:37 am 20 Apr 05

You can’t please everyone – and some people are never satisfied – and we are not a restaurant (the McDonalds example is a good one – so is Subway, KFC, Hungry Jacks) – and if someone decides the quality of our core product (frozen custard) isn’t worth the percieved inconvenience of waiting until your order number, name, order content is called, then they are not a JIGSAW customer. That is their choice. Of course we will look to improve our service systems – and our custard product, and our coffee (we have already developed our own blends of coffee and other solutions in the existing stores), and everything else we do in the stores. Thanks to everybody for feedback.

Cameron 5:20 pm 18 Apr 05

Glad to hear it redfish!

The good news for you is that Melbourne is the next port of call for Jigsaw, so keep an eye out down there for us 🙂

redfish 3:34 pm 18 Apr 05

For what its worth to you, Cameron, I live in Melbourne and make a point of dropping in every time I’m in the ACT, simply because your product is unique – to Melbournites at least! Took me a while to get a hang of the concrete idea, but its good fun and good value for the kids the 4 or 5 times a year that we’re up.

Cheers!

Cameron 9:21 am 18 Apr 05

Where did it all go wrong?

My personal belief is that our former franchisor was trying to get too big too fast. With only four stores in operation the Head Office had enough full time staff to service 50 stores. Head Office was spending more money than it was receiving, and yes you may need to spend money in order to make it, but you need to get plenty of stores set up in order to fund the sort of stuff that our old franchisor was doing (such as $30,000 on a tiny logo on the Canberra Capitals shorts).

Our product and our model are workable, and our plan (as Jigsaw) is to do exactly what Goodberry’s was planning – only with a more solid platform to launch from.

bonfire 2:46 pm 15 Apr 05

a distant associate had a franchised food business that he closed due to it bordering on profitability.

the franchise fees payable monthly regardless of profitability were what made it unviable.

he was unable to change his business model as he was a franchisee.

integral5 1:46 pm 15 Apr 05

So what was the problem with the American goodberry’s and the franchise roll-out plan? I found this link trolling the net one fine (and somewhat slow) day – http://www.apr.com.au/publish/article_386.shtml – where did it all go wrong?

Cameron 1:24 pm 06 Apr 05

Anon 1, thanks for that.
We try to accomodate where we can, especially if making changes only has positive effects… I’d be very reluctant to change the ordering system in order to placate the concerns of some people if our eventual solution alienated everyone that was happy with our existing system…

I guess that begs the question… do any of the people that are happy with the current arrangements feel that some of what we have discussed would be a poorer system?

12:09 pm 06 Apr 05

Cameron,
you are far too accomodating! I don’t think you need to go to these lengths to amend the Jigsaw ordering practice (there’s nothing wrong with it in my mind) but hopefully these steps might go some way to placating that other ‘anonymous’ and his delicate eardrums!

Anon 1

Cameron 10:49 am 06 Apr 05

Thank you for your kind words JoeyJoeJoe and Kerces for your comments.

The system in use at the ACT Government shopfront would certainly be suitable, it is in fact one of the models that we’re looking at.

As a short term solution to the “yelling at” problem, we will be installing a microphone that will allow us to read numbers out over a speaker system. Will allow us to inform you all that your order is ready without us “yelling at [you]” and without you having to strain to hear us.

Kerces 10:31 am 05 Apr 05

I have a few things to say. Firstly, I have never had a problem with the way the shop formerly know as Goodberrys served customers.
Secondly, in response to the Anon who said, “How ever you do have tables for CUSTOMERS to sit at and eat the meals that they have purchased from you,” I say that McDonalds also have tables for customers who have bought meals from them to sit and eat at. Does this make them a restaurant? I think not.
And lastly, about number-flashy systems (as they appear to be called), in the ACT government shopfronts they have a kind of system that cycles through a few numbers at a time, so they can serve multiple customers at once. Now I have never had any experience of using any kind of number-flashy system and have no idea of cost, but if this is what people think is a good way of service, then there does appear to be systems that might do what would be needed.
But I will say again that I’ve never had a problem witht he way the current service system works.
K

Cameron 9:42 am 05 Apr 05

Let me very clear – the Goodberry’s system (ie the stores) did not go out of business. The FRANCHISOR went out of business, a direct result of mismanagement of the business as a franchise, not a result of a poor system within the stores.

“Why can’t you simply take them to the table???” Delivering to tables wouldn’t really be a problem during quiet times – in fact, more often than not we do take orders out to a table if they’re on of only a few people in the store. But during the busy times when the line is out the door, our focus is on getting as many people served as quickly as possible, so people aren’t waiting three years to get their concrete. Delivering to tables during this time would either mean reassigning a staff member to deliver to tables (which would lead to longer waiting times as there’d be one less staff member making product), or it would mean adding another staff member to the shift – something that would severely impact our wage bill and would likely result in us being forced to put the prices up again.
As I said earlier, this is not something we are prepared to do. It seems to me that the vast majority are content with our current system (that’s a belief I hold not simply because of this topic, but because of frequent positive feedback we receive in the store). If the overwhelming majority tell us that we need to take orders to tables, well then we’d obviously need to look at the way we run our business.
I would say we simply need to agree to disagree.

With regards to the coffee, we have identified that there are some staff members who could do with some more confidence on the coffee machine. We are doing out utmost to ensure that every coffee that we serve is exactly the way the customer wants it – if anyone receives a coffee that is anything resembling unsatisfactory, please DO NOT HESITATE to let us know. It will help us identify staff who take shortcuts and compromise the quality of our product.
As for the brand, we were bound by our old franchisor to use our existing brand but that is no longer the case. We are currently in a process of determining the most suitable brand for our purposes and will likely change brands within the next few months.

JoeyJoeJoe 9:38 am 05 Apr 05

Cameron,

Good luck with the new branding, I hope it’s a success for you. I don’t consider Goodberry’s/Jigsaw a restaurant, and would rather the price point stay where it is than having to rise to be able to pay for wait staff. I’ve always found the current system workable, apart from the odd straining to hear a number called.

Cheers!

9:01 am 05 Apr 05

Bonfire, YOU ARE OBSESSED WITH MUNG BEAN!!! I wonder why?

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