Foodservice
Meeting cus Successful operators know that the restaurant business is synonymous with the hospitality business. To survive, you must deliver a superior and consistent experience that leaves patrons feeling satisfied and excited to return. This is, of course, no easy task. It requires getting the more obvious things right: ensuring that the food meets quality expectations, that the menu is appealing, and that the prices are reasonable. But equally important to the overall patron experience are cleanliness, service, the physical environment, and the smoothness of the operation. Operators that pay close attention and take pride in these aspects of the business that go beyond what’s on the menu can often make the difference between success and failure. Due to COVID, managing the guest experience has gotten complicated, but it’s also more important than ever. According to the McKinsey Pulse Survey of 1,000 adults who visited QSRs or casual dining establishments, 80% reported medium to high anxiety levels about returning to dine-in restaurants. It’s fair to say that many of the practices that would have previously been viewed as contributing to a positive experience might now cause patrons some trepidation. Restaurant operators who are able to effectively adapt to the new demands are the ones that are likely to come out ahead over the next several months and years as many of these patron expectations will endure even as restaurants return to full capacity. Below we explore a few ways that you can thrive in the new normal and deliver an experience that shows patrons their safety and comfort is your top priority.
CLEANLINESS COVID has undoubtedly heightened the average patron’s expectations around cleaning and sanitation. The vast majority of restaurants have done a good job of stepping up their cleaning protocols, but many have not been giving themselves credit by sharing these enhanced practices with their customers. Operators need to be careful how they broadcast these messages as most patrons do not want to thinking about chemicals and cleaning as they 22 | THE BOTTOM LINE June 2021
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