W.B. Mason Foodservice Customer Experience
Discover what W.B. Mason foodservice and custom products customers have to say about their experience working with us! Below, we’ve interviewed the restaurant Chick’n Out to learn more about their business, operations, and more!
About Chick’n Out
W.B. Mason: How did Chick’n Out get started?
Chick’n Out: Chick’n Out started as a pop-up in the spring of 2019 after I moved back to Rochester from New York City and realized there really wasn’t great fried chicken in my hometown. Inspired by my grandmother’s recipes and the way I grew up eating, I spent over a year developing and testing before launching.
The pop-up was an instant hit, we had lines out the door and were selling out every week. It gave me a way to test the concept, build a brand, and grow a following without taking on a ton of overhead or risk early on. We operated out of our first location at Blossom Road Pub for about year and built a strong foundation from there.
W.B. Mason was actually part of that early story. You were one of our first supporters and helped us get set up with packaging when we were primarily focused on takeout and pickup, which played a huge role in how we got started.
W.B. Mason: What makes your restaurant unique in the Rochester community?
Chick’n Out: I think what makes Chick’n Out unique is how we started and how we’ve stayed true to that energy as we’ve grown. We launched as a pop-up before that was really common in Rochester, and from day one the goal wasn’t just to serve great food — it was to create an experience.
We built the brand through social media and community engagement, doing things like hiding golden eggs for free food, offering “jump the line” perks, raffles, Secret Santa giveaways, and really leaning into an over-the-top hospitality approach.
As we’ve grown into a full-time brick-and-mortar, we’ve worked hard to keep that same excitement alive. It’s still about high-quality food, but just as much about how people feel when they come in — the energy, the experience, and making every visit something memorable.
W.B. Mason: What are some must-try menu items?
Chick’n Out: It’s funny, when I first launched Chick’n Out, we didn’t even have tenders on the menu. Growing up, “fried chicken” meant bone-in chicken, the breast, thigh, wing, leg – that’s what I was raised on and where my roots are. So if it were up to me, I’d always recommend starting with the bone-in fried chicken. That said, over the years our three-piece tender meal (served with a Southern side and one of our house-made sauces) has become our most popular item by far — it’s a great entry point into the brand.
Beyond that, our fried chicken sandwiches are a must-try, and our bowls — loaded with things like fries, mac & cheese, and chopped chicken — are absolute fan favorites.
Foodservice & Operations
W.B. Mason: What types of supplies are most essential to your day-to-day operations?
Chick’n Out: Obviously, our food vendors are critical to what we do, but because we still operate as roughly an 80% takeout and delivery business, packaging is just as important to our day-to-day operations. W.B. Mason has been a huge partner for us over the years and has become more and more ingrained in how we operate. They’ve helped us develop high-quality, custom-branded packaging that not only protects the food but also represents our brand. I put just as much effort into the packaging as I do the food itself – it’s a big part of the customer experience. Having a partner like W.B. Mason that understands that and can consistently deliver has been essential to our growth.
W.B. Mason: How important is packaging and takeout experience for your business?
Chick’n Out: I’m an artist and a creative at heart, and coming from a branding and marketing background, I knew from day one that the packaging and takeout experience had to be top-notch. For us, it’s just as important as the food quality, and it always will be. The way the food I presented, how it travels, how it feels when a customer opens it – that’s all part of the overall experience.
We’ve been fortunate to work with W.B. Mason, who really understands that level of detail. They’ve helped us develop custom-branded packaging and have been a reliable partner through the challenges of growth, always keeping our standards and goals in mind.
W.B. Mason: What do you look for in a supplier?
Chick’n Out: I’ve worked with a lot of different vendors over the years, and what I look for most is consistency – the same way we aim to be consistent with our food quality and customer experience. W.B. Mason has been with us since the very beginning, and having an account rep like Victor Lanni has made a huge difference. As a small business owner, there are always challenges, and you’ve consistently gone above and beyond to make sure we have what we need, when we need it. That level of professionalism, reliability, and willingness to grow with us – from a small startup into what we are today – has been incredibly valuable. The ordering process is easy, invoices are straightforward, and I’ve honestly never had to worry with W.B. Mason by our side.
Over the years, that consistency, adaptability, and relationship we’ve built has been unmatched. It’s to the point where I’ve never even considered switching vendors – that kind of loyalty goes a long way.
Working with W.B. Mason
W.B. Mason: How has W.B. Mason supported your business?
Chick’n Out: I don’t want to be repetitive, but W.B. Mason has truly been part of our story from the beginning. Victor actually came in as a customer early on and introduced your services in a way that felt professional but not pushy, which made it easy for me as an owner to feel
comfortable. In the early days, Victor helped us get set up with basic, affordable packaging so we could launch. From there, through consistency and trust, he’s continued to offer new opportunities to grow and elevate our takeout experience step by step. I remember our first custom piece.. our branded side cups, which we launched in the middle of the pandemic. It was a big commitment for a small business, and honestly a little nerve-racking. Victor walked me through the process, and it ended up being one of the most exciting milestones in our early growth.
Since then, we’ve expanded into fully custom-branded packaging across multiple items — boxes, bags, cutlery – really bringing the entire takeout experience to life the way I envisioned from the start.
At this point, I don’t even look at W.B. Mason as just a supplier — they’ve become a true partner in our business.
W.B. Mason: What products do you rely on most from W.B. Mason?
Chick’n Out: It’s honestly hard to narrow it down, because answering this question really makes me realize how important W.B. Mason is to our day-to-day operation. Everything from our custom-branded boxes, bags, and side cups, all the way down to napkins, disposable silverware, catering supplies, printer paper, and office essentials – you touch almost every part of our business.
As a brand that’s still heavily focused on takeout and delivery, packaging is the backbone of what we do, and W.B. Mason plays a huge role in that.
Looking Ahead
W.B. Mason: What’s next for Chick’n Out?
Chick’n Out: This is the exciting part. It’s been almost seven years since we launched as a pop-up, and after navigating the pandemic and evaluating hundreds of properties, we’re now operating a full brick-and-mortar right in the heart of downtown Rochester. The goal has always been to establish this flagship, dial in operations, and expand into multiple locations, with the long-term potential of franchising. We’re now actively exploring sites for our second location, and if things go to plan, locations two and three could come quickly. The bigger vision has always been to grow Chick’n Out into a nationally recognized brand.
W.B. Mason: Anything else you’d like to share?
Chick’n Out: I’d just say how much I truly value W.B. Mason as a partner. I couldn’t recommend you guys enough. Victor has been one of the best representatives I’ve worked with across all vendors, and I consider him a friend. That means a lot. We’re grateful for the support over the years — and we’re just getting started.
Kick off your business’s foodservice and custom products journey with W.B. Mason!
