Jean Bernstein began her entrepreneurial journey in the late 1980s after looking for, of all things, a good coffee shop. Bernstein wanted a place to get great coffee, food, and desserts without the hassle of pushy staff. With no viable options, she decided to open one.
“Like all entrepreneurs, I thought, ‘I can do it better’,” said Bernstein.
And she did. Flying Star Café opened in 1987 and has grown to six locations across Albuquerque, New Mexico in addition to five Satellite Coffee Shops and a food preparation facility.
The Birth of a Flying Star
The first location came to life in a renovated building on Route 66. Bernstein focused on creating an inspiring environment, friendly, comfortable, and stimulating. She also focused on good food at a fair price. Growing up on the East Coast, Bernstein says fresh pastries and delicious foods were not “gourmet”, but affordable and accessible to everyone. The attention to quality food at a fair price became an important part of the Flying Star Café model.
Customers Control Their Experience
“We treat our customers as neighbors and we want them to feel like they can make their own experiences. They can meet with friends, social groups, or for business. Their table might double as an office,” said Bernstein. One of the essential elements of Bernstein’s role as CEO is to talk to customers and employees about their experience. She enjoys listening and learning. She calls herself the “Chief Navigator” learning preferences for certain products and wandering the facilities to assess the appearance and design relevance.
This attention to detail and openness to customer input is why Bernstein believes several novelists and even a presidential town hall have called Flying Star Café home.
Doing it Differently
As a fast-casual restaurant, it is commonplace to judge success by the number of table turns and customers served in a day. Yet, Bernstein stays true to the Flying Star Café model and what has contributed to their success and growth over the years.
“We have placed an emphasis on quality and unique variety since our inception,” said Bernstein.
The commitment to thoughtfully sourced ingredients and chef-driven, seasonal menu has not only contributed to their steady growth but has created a loyal fan base among repeat customers. Customers look forward to experiencing new menu items and some have a hard time saying goodbye. Bernstein lovingly recalls being chased down the street by a customer calling out: “Bring back the chicken salad!”
Meeting Challenges
The restaurant industry isn’t without its challenges. Staffing and building a team that shares the Flying Star Cafe values and vision is Bernstein’s greatest challenge. This has been compounded by the pandemic and the job market. Building the processes and procedures to withstand the test of time and then training and maintaining those processes is something that Bernstein is consistently perfecting.
Through it all Flying Star Café is home. “We believe that what we offer our customers and employees goes beyond just putting food in front of them,” said Bernstein.
Jean Bernstein’s journey with Flying Star Café is a testament to the power of vision, passion, and community connection. From a single location on Route 66 to a beloved local chain, Bernstein has cultivated an environment where quality food and customer experience are paramount. Her dedication to listening and evolving based on feedback has not only garnered a loyal customer base but also turned Flying Star Café into a cherished part of Albuquerque’s culinary landscape. Through challenges and triumphs, Bernstein’s commitment to her core values continues to shine. In the Flying Star Café Bernstein has created a model that defies industry trends and demonstrates that growth and success are possible when you offer quality food, a relaxing atmosphere, and allow the customer to control their experience.
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