Once upon a time, I used to say that to be a successful restaurant, you needed to excel in at least one of these three categories.
- Food
- Service
- Ambience
But, back then, pre-Brexit, people were more forgiving, because eating out was cheaper, drinking alcohol was still cool, and we didn’t have weight loss drugs.
So now what? Now F&B businesses need to ace at all three and offer more besides. People don’t want the risk of spending the cost of a new washing machine on a dining experience that can’t get anywhere close, never mind exceed, what they can conjure up with a Tesco meal deal, at home, served with all the joy and enthusiasm of a damp rag.
The crux of it is, that in spite the rising costs, B2C businesses need to make sure they are overdelivering and offering over and above food on a plate, in lack lustre surroundings served by someone who would rather be anywhere else. Putting the prices up will now only work if you pull out all the stops.
Help your teams to understand how their behaviours make an impact. Find out what it is about your interiors or ambiance that is turning them off. See the food that customers are being presented with. Then you can ask yourself. ‘Would I pay for that?’ And if the answer is ‘no’ you have the chance to do something about it before its too late.
It’s not about spending more money. It’s about caring, listing, and reacting…..quickly. If you want to improve your customer experience from bland to grand get in touch.
