July 14, 2026
This Culinary Connection CE article appeared in the July/August 2026 issue of Nutrition & Foodservice Edge magazine. To view a PDF of this article click HERE.
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An Incomplete Guide to Client Involvement in Food Service
By: David Voelz, CEC, CWPC, CCA, WCEC, CDM, CFPP, FSWC, FMP, CHIA
An “Incomplete Guide” you’re asking? If you’re writing an article for this magazine, aren’t you supposed to be a subject matter expert and able to tell us everything? After almost 40 years in food service, I’d like to think I’m somewhat of an expert. Yet, just like we thought we knew everything at 16 years old, I’m finding that as much as I know now, there are still surprises and opportunities along the way that keep me learning.
Interfacing and involving clients in a foodservice operation is always an adventure with no sure outcome. There was a movie in the 1980s called ‘Short Circuit.’ The premise is there’s a robot that was a precursor to what we now know as artificial intelligence (AI). As “he” explored his new environment and tried to learn how to navigate it, he repeated incessantly, “Need input!” For those of you who have gone out and solicited input and involvement from your clients, you know it can be a mixed bag. So, while this guide will certainly be incomplete, hopefully it will provide some guidelines for success.
MENUS AND RECIPES
I currently work at a pretty large CCRC (continuing care retirement community) with a wide breadth of culinary knowledge and experiences amongst the residents. We have some clients that have traveled widely and eaten across the globe, while others have not moved too far from their simple roots. Although we have five dining venues, I know we are going to fail every day when it comes to every resident having something they like.
One of the ways our Executive Chef tried to build a bridge was to ask the residents for some of their favorite things to eat and the recipes that go along with them. The upside of this approach is that it gains you huge resident goodwill. They appreciate that their voices are heard and when their item shows up on a menu, they feel a sense of ownership. Residents that submitted ideas will wait for several menu rotations to see if their suggestion made the cut.
There is an unfortunate downside to this. We put “Judy’s Creamy Chicken” on one of our monthly menus. Chef got the recipe, and with a few adjustments got it pretty close. While Judy and her husband were thrilled, I suppose the other residents had not had this in their regular meal rotation before moving in and didn’t subscribe to the high place it held in Judy’s family’s tradition. To them it was just another dish that was OK, but since it wasn’t special to them in any other way, it wasn’t a big seller.
That said, don’t let this dissuade you from getting feedback and giving residents a say in menu creation. Perhaps we could have told Judy’s story in some way that would have endeared more residents to her chicken dish. Maybe we needed a life-size cardboard cutout of Judy holding her prized dish at the entrance to the venue. I’m sure we could have found a way, but for that rotation it escaped us. Maybe in your dining committees and board sessions, you can find a way to tell those individual stories and add interest to the items.
FOOD PREPARATION
Are your residents or clients mystified by the kitchen? Do they think, like many of ours do, that there is some sort of wonderful culinary shrine back there they must see? I am still at a loss as to why anyone thinks that quarry tile and stainless steel are anything special to behold. Yet, they persist.
You’ll have to make a decision about letting your clients into the kitchen, much less allowing them to touch any food. For me, I draw a hard line. Just as I would be a danger to myself and others if I was a newbie on an oil rig, our clients are a danger to themselves and to my team in the kitchen. Sharp knives, fire, slick floors, electrical cords, and steam popping out of nowhere are just the start of the dangers in the kitchen. But maybe you are blessed with an area of your kitchen that isn’t very busy or closes down at a certain time. Then you might be able to help your clients be safe back there. I would advise a very thorough safety speech before anyone crosses the threshold into your kitchen operation, cautioning them about the risks.
Does that mean our clients can’t participate in some sort of food production? Not at all. Strip some dining room tables and set up cutting boards. If you have a large area, set up some eight-foot tables and let them work in small teams to accomplish a task. Ensure they have all the things necessary to keep them safe. Cut gloves are a good start. Educate them about food safety, so if they are going to prepare ready-to-eat food, they understand that wearing gloves is a must. Above all, gear the tasks you are asking them to do at the level of a beginning prep cook.
One of the most fun activities I ever did with our residents was making hand-rolled truffles for them to take home. I prepared and pre-portioned a neutral flavored ganache. I set each station with their allotment of ganache, some parchment paper, and plenty of towels. In the front of the room, there was tempered chocolate for them to come and get as they needed. I also had available about a dozen different ingredients they could roll their truffles in. Some standard options were coconut and cocoa powder. For the more adventurous, we had spicy ground walnuts and dehydrated rum-soaked brunoise cherries. After some simple instruction, I let them loose. I guided the less confident along as they needed. And of course, when everyone was covered in chocolate, some shenanigans broke out!
CLIENT-GROWN FOOD
This one, like the others, can be a little tricky. We don’t want our customers showing up at our door with foodstuffs from unknown places and serving it to everyone. Remember our ServSafe admonition about “reputable vendors.”
However, there are situations that are conducive to partnering with our clients for some food supplies. One country club where I worked had a garden group that would reserve a part of their garden by the clubhouse and plant herbs for us. We were in the garden almost every day and it saved us thousands of dollars. I have also worked where there are courtyards with either raised beds or small troughs with vegetables planted. Since we can keep an eye on these areas, they are great for receiving some produce and featuring it on a special. Again, what a great story to tell around sourcing! People want locally-grown food, and you can’t find anything more local than your own facility grounds. Be sure to follow any state or local regulations that may pertain to resident gardens and food procurement.
CONCLUSION
Hopefully I’ve provided some useful guidelines and suggestions for engaging clients in mealtime involvement. However, the possibilities and threads are endless. Remember to listen to your clients and operationalize their input as much as possible. Take the opportunities where you can to involve them in a physical way, but always keep safety at the forefront. No successful kitchen event ends with a trip to the emergency room. So, listen, learn, and incorporate client ideas.
About the Author
David Voelz, CEC, CWPC, CCA, WCEC, CDM, CFPP, FSWC, FMP, CHIA
David Voelz is the Senior Director of Dining Services for Glenaire, a continuing care retirement community in Cary, N.C. Here he serves a diverse population of active seniors under the guiding principle, “Strive for perfection, settle for excellence. Perfection is found in the details.”
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