Showing posts with label Food. Show all posts
Showing posts with label Food. Show all posts

26 October, 2023

The joys of festival shopping

Come festivals and its shopping time. Families flock together to shop, dine and celebrate the festive times with their extended social circles. While the big ticket shopping such as electric appliances, consumer durables, clothing, fashion, jewellery, automobiles and upholstery for are common, what is intriguing is the endless small-ticket shopping that happens on-and-off during these periods.


Navarathri / Dushera / Dassera / Pujo was celebrated for the past fortnight as I pen this article.



The flavour and fervour of these celebrations is distinct in various parts of the country. In one region, it is Goddess Durga who is worshipped primarily while in some others, it is the trio of Goddesses Durga – Lakshmi – Saraswathi who are celebrated for nine days, three each. And in another part of the country, Lord Rama’s arrival to Ayodhya from Lanka after the destruction of King Ravana is celebrated. 


In a different planet altogether, scores of Indians are using the festive holidays as a noble excuse to travel to their hometowns or to vacation locations such as hill stations, spending time with their own selves, their families and friends and by boosting the local economy. 


In Tamil Nadu, especially in the city of my Madras (now known as Chennai), the festivities are largely around two areas – festivities and special pujas at temples and the revered Navarathri Kolu – the doll exhibition display at homes. The origin of this cultural aspect of displaying dolls at homes is not exactly clear from our past texts but has been a practice for long. 



What we understand from elders and those from previous generations, is that during this period, scores of dolls made of clay and painted with colourful vignettes were displayed at temples of yore, so devotees can see how the idols and forms of Gods and Goddesses are at various shrines in the Bharatha desa (desam / desh for those who prefer that way!). 


This was because mobility of people across the country was quite limited over 100-200 years ago and one would just have to imagine how idols were imagined, based on texts and hear say. 


What began as a display at temples slowly penetrated to homes, with similar displays coming up at houses. Families and households would alternate and exchange the idol displays at their homes each year and the entire celebration would be around the nine-day festival. 



Visitors would go hopping from one home to another to see the dolls’ display, sing songs on the deities, chant religious texts, exchange gifts and have a hearty laughter with their kith and kin.


The local economy, meanwhile thrived. It was the smallest of the sellers, vendors and retailers who would serve the society with their requirements and hence made handsome money during this time. Food items, especially the nine pulses are served by host families to guests.


From the neighbourhood grocer to the unorganised sellers of flowers, fruits and other household items are the biggest beneficiaries, come Navarathri, especiallin in Tamil Nadu. 


The past fortnight for us has been among the most fulfilling over the last so many years when we celebrated the 9-day festival. We had over 50 guests come home and we visited several households too. Almost every guest brought us something and we reciprocated the same during our visits too. 



For those who couldn't visit us this Navarathri, here is the link of our home Kolu. 


I was so happy spending money with local and roadside vendors buying so many things and my better half went shopping for new idols this year too, just like any other year.


Festivals are all about giving, as much about receiving good wishes from friends and family and blessings from elders and the Gods. 


However, it is also about spending money – especially in the context of Retail – to boost the local economy. We did our best and ensured the “online shopping” from Apps with discounts were as minimal as possible – an anathema that the entire offline retail industry is struggling for the past so many months, especially.  

19 June, 2022

The rise of Tier 2 towns

Have been on a pan-India tour for the past few weeks, visiting our stores, interacting with my colleagues, our valued franchise partners, mall managers, heads & ecosystem partners and of course, our esteemed customers. I must admit that my trips have been skewed to Tier 2 towns and by design. For, this is where India lives and spends. Over the past 24 months or so, we have witnessed a massive reverse migration from bigger cities to smaller towns, ever since the pandemic led lockdown began. Initially thought to be a short-term trend, things seem to have gained traction all across India for the past 1 year. So much so, that many employees across Industries and companies are now – literally demanding – that they be allowed to WFH with a hybrid model of physical presence at the office precincts.

One’s loss is another’s gain, they say. As a Retailer, I cannot complain!

The photo above was taken early June at Uttar Pradesh capital Lucknow’s famed Phoenix Pallasio Mall on a weekday. The 1 million sq.ft. Mall has a dozen or so international luxury brands, 3 dozen+ international premium brands, over 50+ domestic brands and scores of regional brands in fashion and food. This mall is located pretty much in the outskirts of the town and has a neighbour closely, the 6-lakh sq.ft. Lulu mall which opens doors in Q2 FY22. Last week I was at Guwahati, Assam and our Franchise Partners says the state is about to get 8 new malls. At a Starbucks cafe in Bhubaneswar’s Esplanade Mall, I saw for the first time more tables filled with family crowds than anywhere in India! The foodcourts across Malls are overflowing as though there is a shortage of food in some areas (sic). 

This kind of retail upswing in Tier 2 towns is unprecedented at best. As I celebrate by silver jubilee in Retail this year – 25th year since I started scooping ice-cream in 1997, I have seen multiple waves in retail. The first one was around 2001, when modern retail hit the streets. Around 2008, we saw a Mall boom, primarily led by the Metro cities and Tier-2 asking for department store chains like Central, Shoppers Stop, Lifestyle, Westside among others. Around 2014, the retail growth hit a peak with several unstructured malls (zoning wise) either shutting shop or turning coats to become a commercial (offices) dwelling. Since 2017, things swung back to action, especially after the introduction of GST, much to the surprise of economic critics and experts.

We live in a pandemic world – I don’t call it a post pandemic one – because the virus is just here to stay in some form or the other. Just that we humans have become more resilient. Every 6-8 weeks, the Media Industry fuels scare with new statistics, but consumers have been dodging these overtures since Sep. ’21. This shall continue for a while and eventually pass by. But the growth of Tier 2 markets is here to stay for sometime. One big reason for this is that there is money in the pockets of the aspirational middle class. Monsoons have been good for the past 2 years, so has been Agri-production. Oil crisis has been surging ever since the Ukraine-Russia conflict began. But India and Indians have adjusted. The statistic compilation on inflations seems to read otherwise, but that’s more theory I guess. The jobless have remain so by choice, not because there is a lack of opportunity.

While a small group of people were throwing stones and torching trains at Patna Railway station last week, I saw several hundreds of youth at retail stores and malls working earnestly for a better today and tomorrow for themselves and their families. Real estate, residential and empty plots - especially if it is of any indication, then the smaller towns seem to be a better bet in terms of wealth creation. The surge in Tier 2 markets across India seems to be unstoppable, atleast in the Retail sector, one that is integral to me personally and professionally. The rent for retail stores matches metro cities by 1:1, sometimes 1: 1.5 or even more. The challenge is supply (of spaces) and not demand. This will settle down soon, as well.

 

12 February, 2020

Heavier Crown, a Lighter Head is the Aim

Many of you wouldn’t know that I started my retail career in the food industry way back in 1997. It was the first outlet for Baskin Robbins in Chennai and only the second in India where I would scoop Ice Cream and sell then for ₹35 a cup while local brands such as Kwality, Joy and Arun Ice Cream would sell cones and sticks for ₹5 & ₹10 a piece. With plans to board an airplane for employment or to pursue higher studies sooner than later in the US of A, I thought this part time stint during the day (as I went to Evening College) with an American Food chain would be a stepping stone since this sort of menial jobs is something I would anyway end up with, while studying there for my pocket money or as an alternate income. I gave my best at the shop for a little over 9 months when my 18 month course at NIIT was about to end. I had learnt coding skills on languages such as C++, VC++, Visual Basic among others. 
Grocery Retail - Where my Retail career started. 

As my parents waited eagerly for me to complete my graduation, stand outside the US Consulate on RK Salai (Cathedral Road) in Chennai for 8 hours to get a Visa and head out abroad for higher studies or pursue a career in Computers, I had changed the course of my career meanwhile. A desktop was a little less interesting than interacting with new customers at a retail store everyday. Coding languages in an a/c room was a lot less impressive than conversations across languages on the shop floor with Guests. The lure of Dollars was replaced by the lure of learning something new daily with so many interactions with people around. Afterall, money cannot replace everything in the world. I prostrated at my parents feet handing over my NIIT Certificate and told them this beautiful artpaper doesn’t excite me anymore. 

After giving their hard-earned money for me to learn Software development, they were kind enough to oblige my request. I went on to pursue an MBA in Marketing, conferred myself the title “Retailer by Profession and Choice since 1997” and here I am writing this article from the lobby of Taj Land End, Mumbai as I receive a citation today - 12 Feb. 2020 that reads “Most influential F&B Industry professional in India” by CMO Asia in association with World Retail Congress. 


Humbled, is the least I can say as I receive my fourth such Award in 6 years. In 2014, I was conferred “Top 50 Retail Professionals in India”, “Young Achiever Award” by Vels University, Chennai in 2016 and “Top 100 Retail Professionals in India” in 2018. The crown became heavier today with this feather but the ego within got lighter, for I feel I have so much more to learn and accomplish in life. Makes me realise what a Responsibility this is (with a capital R) to carry such accolades on my shoulder and also makes me wonder how little I know about the Indian Retail Industry where I have played a minuscule role and who’s History which is yet to be fully told.

Over the years of my employment, I have worked in managing Store Operations in the Grocery Retail business at RPG Foodworld (2001) and thereafter set-up 140 outlets across India for Cafe Coffee Day (since 2009) as General Manager - Business Development. Had the opportunity to work with several iconic F&B Clients during my 5.5 years stint running my own Business Advisory firm “Miles2Go Consulting Services” until 2019. F&B remains my most cherished vertical within Retail afterall even as I joined Levista Coffee as Vice President earlier this year. A full time role of employment, I am responsible for the business P/L where our coffee proudly shares valuable shelf space at Grocery stores with world famous brands like Bru, Nescafe and Sunrise as well as several homegrown brands like Narasus, Leo, Continental, Cothas, to name a few. 



There were two frogs which were climbing a small hillock. Fellow brethren told them not to venture since there was danger lurking ahead. One frog came back to where it started while the other frog kept leaping ahead and finally reached the summit. There was no danger there, rather there was a bounty in the offing. While everyone wondered why the frog never listened to anyone, they later realised that the Frog was deaf (to their comments and feedback) and surged ahead with a clear goal in mind.

The path I chose 23 years back was the road less taken. Retail was not all this glossy or popular way back then. Not only was an employment in Retail a low-income opportunity, It was chided as a very localised job assignment which doesn’t suit MBA profiles and one that is confined to a certain social strata of the society including a profiling that is even linked only to a few specific castes. 



Looking back, I missed several buses in other industries and lucrative job opportunities, but do I have a sense of grief or regret? Not a bit. I am very glad I chose this path and shall always be proud of what this Industry has taught me as I look forward to contributing meaningfully to my Country. 

I have just begun and I have Miles to Go before I sleep.

Miles2Go. 

27 August, 2019

Food Fiesta! But Free Food?

My favourite haunt in Chennai for a great Filter Coffee & South Indian snacks continues to be the iconic “Woodlands Restaurant” on RK Salai, Chennai which doesn’t have a towering personality quite literally (pun intended) like it’s neighbour Hotel Savera (which is among the first 5-Star Hotels in the city). But patrons and lovers of the third generation restaurant brand which runs a single branch in the city for over 5 decades is a sight to reckon. On a Weekend, one has to wait at least 30 mins if you are in a group of 4 or more, especially after 7pm. Around 9.15pm, the Manager would courteously inform you to look out elsewhere for dinner since the restaurant would take its last order by 10pm and that there would be no space for seating anymore. Call it brand arrogance or customer affinity; I term it the latter. For the love of Customers, that they would either come in early and dine their heart full or stay and dine, whichever suits them from time to time. Trust me, dining here isn't cheap; a table for four adults could cost upwards of Rs. 1,500 for dinner. Also, this is perhaps the only standalone restaurants in Chennai (or even in India) where you would hardly find boys in T-Shirts of various colours, Orange or Red or Black waiting to pick up food. For, this one restaurant never “logged in” to the Food Apps or their Loyalty Programs (namesake I say!). 


Two weekends back, we went for a family dinner at a leading Chinese restaurant in town. We logged on to an App which offered FLAT 50% off the Bill if we purchased an entry fee of Rs. 25 for each of us. Apparently, they termed is as Table Reservation Fee, which we anyway accepted. To our bad luck, there were only 3 coupons left to buy but we were 4. So I called the restaurant and requested if they could accommodate us. My friendly bangali babu accepted to allow the 4 of against 3 coupons and to my surprise, we saved a whopping 50% off the bill on a cheque of Rs. 2,200. The next week, I went out again with my classmates where I carefully booked a popular restaurant in the heart of South Chennai, known for its exotic fare and of course obnoxious prices. Again, I saved over Rs. 1,000 during this outing. At both instances, the restaurant was not even 25% full - the former was a dinner & the latter was Luncheon. Just when I was planning the next visit last weekend with an extended family and close friends (a larger crowd, perhaps), the NRAI announced a “Logout” Campaign to reduce their losses. Thankfully. For there was no end to this practise of subsidising patrons for what they would ideally charge others. Membership or otherwise, a 50% off on Bill was simply too much to give away as discounts.

Now compare the two glaring examples. As I always say, it’s a game of David Vs. Goliath, with the smaller, less-organised players being the Goliath collectively. How does it make sense to offer a food item on a discount when it is cooked with loads of investment - time and money included and of course with a lot of passion and love! It makes no sense to offer F&B at lower prices than what they are meant to be, except for lean times such as Happy Hours when people would prefer not to consume or to sell-out certain items at a discount to ensure there was no wastage at the end of the business day. From the beginning, I have watched closely how restaurants were getting caught in the whirlwind that the Food Aggregators were hatching on them, sadly. A friend who runs a large restaurant chain in Coimbatore was clear that he would neither discount their signature food nor allow the Apps to do so. And he, along with the local Federation members has been successful till date, save for a 10% discount once in a while. 


Most Restaurants complain that their bottomline has not seen a significant leap although the turnover has gone up significantly, helping them to reach more customers including many new users although there’s no guarantee that they would order at full price or even visit the restaurants. My hunch has been right – when there are no discounts, people order less frequently and lesser portion sizes. And the opposite in the contrary. This is not specific to India but a human quality called “greed”. Isn't it not common that we see people buying a lot more clothes during End of Season Sale even though they may not be sure whether they would ever wear it, even once. 

I have never believed personally in the theory of discounting in Retail, be it Grocery or Fashion, Food or Furniture. Some products like Electronics outdate faster or Room Inventory at Hotels perish, so perhaps yes. But then, most businesses believe Discounts attract Customers more than their products. I think it’s otherwise. If a user doesn’t see value in your pricing, then don’t decrease it, rather increase the value offering. 

After all,

Price is what you Pay;
Value is what you derive. 

13 December, 2018

Staff Empathy - Wake up India!

Like many of you, I too saw the viral video of the Zomato delivery guy consuming the food meant for Guests on his scooter. As a benefit of doubt, I initially thought he was eating the food he had ordered for himself or his family. I never shared the video and the ensuing Memes even to my close family or friends. Something stopped me from doing it. It takes me back to 1997 when I joined my first job as a part-time employee in erstwhile Madras. Being a humid city and blessed with four seasons of Summer through 12 months, the city was eponymous to a hot weather all through the year and about 20 days of winter. So Ice-Cream as a product category was a 12-month business opportunity and no wonder, “Baskin Robbins” set-up their second store in India here after debuting in Mumbai. I would study Computing at NIIT from 7am - 9pm and pursued B. Com from 4pm - 8pm at RKM Vivekananda College. A chance glance on the local tabloid and I saw there was a job opportunity at this shop and I headed. 

I got selected but the Franchisee wanted me to work all day which I couldn’t since I had classes in the morning and evening. So, I suggested I can work part time from 11am - 3pm which he agreed to for a monthly remuneration of Rs. 300. We were a crew of 6 and had to run all errands - from receiving stocks to cleaning tables to serving scoops. Around the same time, local brand “Arun” would sell their stick Ice-Cream for Rs. 5 while a scoop of Baskin would cost Rs. 33. We had to not just convince Customers to try and buy our offering but also justify why they should pay so much for the product.
The Franchisee was a shrewd businessman in his 30s and had an idea which took us all by surprise. He suggested that each of us can take any one scoop of ice-cream daily. There was a register we maintained and we tried as many flavours. Over a few days, we requested if we could take them home instead and make the family happy which he obliged. Over the weeks, we got tired of eating daily and said we wouldn’t do it anymore. The Franchisee had hit two mangoes with this move - he ensured we never pilfered the food; he ensured the staff knew what we were suggesting to Customers and so could sell them easily.
This was my first lesson in Retail, my first job as well. Frontend Retail Staff in India, most of them find it difficult to make ends meet. Salaries of CXOs have grown multi-fold in decades, but not that of these guys. So there is always a sense of remorse (at least for some of them) that they are unable to afford the products or services. I am not taking this as an excuse for living poor, after all that’s a choice too but they do really cannot afford even basic needs at times. I feel really bad for this Zomato delivery guy for all the negative publicity the society gave him. Imagine the humiliation his Mother, Wife and Children would face from their neighbourhood? Will anyone employ him again? With our excessive media trials, we have killed a family's reputation Sigh.
We have failed as a society, yet again thanks to our "one-upmanship" and self-styled righteousness in the garb of exposing someone who was at fault. Oh, btw that guys doesn't need our sympathy. The world needs more of our empathy. Am sure you agree. 


The Retail Staff (including the delivery staff) deserve better. Better Salary, better empathy and better social acceptance. When we give them something beyond what they deserve, they will not only display integrity but also build a better society that we live in. Remember, no one was born a thief. We just become one, thanks to circumstances.

08 July, 2018

Food E-Commerce – Disruption or Disaster?

Food E-Commerce – Disruption or Disaster?
There has always been a dichotomy – does Technology make us better (more productive) or lazier? The jury is still out. 

Ever since Uber Eats launched in Chennai a year back, I have been a big fan of this ordering service. While food delivery has been around for many years now, it was with the advent of funded Start-ups in Bangalore half a decade back that this mode of reaching customers became more mainstream. Restaurants of all sizes started tapping on these small companies run by 20 somethings usually which would pick up food and deliver to the doorsteps of customers. During my decade long stay in Bangalore, almost every second weekend, we would visit a restaurant and atleast once a month would be a house-party at a friend or friends’ friend place. Invariably, the food wouldn’t reach on time and it would be served in basic plastic containers (and sometimes in aluminium foils) – mostly cold. The Microwave (another retail revolution) at every Bangalorean’s home (almost) was just a saving grace. Cut to 2014, start-ups were delivering food packets all day and night and through the midnight in some cases, what with same households making multiple orders in a span of 3 hours, perhaps for starters, main course and even deserts and ice-cream. Business was good, everyone thought.


Until restaurants started feeling the pinch. Companies like Swiggy and Foodpanda who were charging low single digit commission from eateries slowly increased their rates which was hurting the restaurants. Over time, the eateries had no option but to increase their Menu prices, exclusively for online purchases. Customers, as always are smarter than we think. So, they started making their choices wisely. Which saw a slump in orders for the Startups as well as Restaurants. Valuations dipped, so did re-Investments. This was a vicious cycle. Many restaurants (a lot of them start-ups too) went out of business because of this rigged phenomenon. However, thanks to a slowing economy and poor offtake of the over all economy, amongst other things impacing our day today lives such as Demonitisation, GST, hike in Cinema Ticket Prices, Mall Parking Charges and so on, consumer visits to retail centres reduced and there was an indirect positive impact in food e-commerce. Things are back now to some extent, with many restaurants reporting as much as over 25% of their business coming through the digital platforms, of course with higher prices (to consumers). 

Cut to 2017, Uber launched Uber Eats, a digital ordering platform akin to their cab hailing service. Just like how Uber Cabs were charging below their cost of operations, Food delivery was unbelievably cheaper. To increase “stickiness” – a word abused by E-Commerce companies for a decade, Uber started with Zero delivery charges for the first few weeks, so consumers experienced their world class (sic) delivery service. No doubt, App downloads swelled and today perhaps has more active users than other platforms, thanks to their EDLP akin to Wal-Mart & Sears: Everyday Low Prices on Food items. Quite literally. In fact, for ardent users of Uber Eats, the App is actually a discovery App. Every time they open the App, there is a new addition of a restaurant and wonderful prices, mostly predatory. And of course, some of the previous names (of restaurants) would be missing for obvious reasons.


When I experienced one such surprise last month, a flask of Tea and 3 Samosas were offered at half the price by Uber Eats with a Rs. 10 delivery fee. Today when I ordered, it was offered at 33% discount. I still ordered because it was absolute VFM. I guess in a few days, they would straighten up the prices but the Delivery Fee would remain low, thereby retaining the customers. I only wonder how long this party would last. Needless, there is abundance PE Money lying out there. But is this whole food e-commerce really helping the ecosystem? Are restaurants only to focus on their delivery business and if yes, why run restaurants at all? Perhaps, dark kitchens would do. And for Start-Ups, well Uber is not one, how long would Entrepreneurs keep the engine going with deep discounts? A number of eateries who aren’t offering the food online are already impacted. What happens next? Very soon, I plan to order on Uber Eats sitting in the lobby of a Mall, so I get the food at a lower price! Would be interesting to see how this works. 

26 December, 2017

Highway Dining & Holiday rush!


I was among the lakhs of people who left our homes last Saturday as the long Christmas weekend and Christmas holidays began. Reports from all over the country in major cities mentioned long traffic snarls at the Toll booths located just outside the city. At Chengelpet Toll booth which is about 70 kms from where I live in Chennai, the queue of vehicles was for almost a kilometer with over 300 vehicles standing to pass through. We managed to cross in about 20 mins but that was just the start. For the next 100 kms all the way up to Villupuram, I was driving at an average speed of 70 kmph. Perhaps the slowest I have ever driven on this highway that I traverse once a month, at least.


Almost every notable restaurant on the way was filled to the brim with vehicles and people who were piling up like there was some major catastrophe coming up in Chennai. Almost all of us, like really, thought leaving before 6 am would help. Alas. Just that too many of us thought the same thing and ended up crowding toll booths, roads and restaurants. When I finally managed to stop at 9am for breakfast, there were about 70 vehicles and at least 200 people in the restaurant where we ended up. We were informed 30 mins waiting time to get a table. So, I preferred to walk up to the adjacent restaurant which is self-service, hoping things would be faster. When I finished breakfast with family, it took us almost the same time as it would have at the other restaurant. Murphy’s Law. We left after an hour plus break and drove for 3 hours and ended up at India’s top Restaurant Chain for South Indian food and glee, things were not better. This place was even more crowded than we had anticipated. Table service again and it took almost an hour plus for us to finish the grub and leave.


I asked Murugan (name changed), a waiter at the restaurant whether they expected such large turnouts and he replied in the negative. Yelling customers were a norm at most of these places who perhaps didn’t realise that some of the staff haven’t even had their breakfast, forget their lunch. As a Retail guy for 20 years, I truly empathized for the staff but I could do nothing more than wait patiently. Kamala (name changed) was frying fresh Vadas at the restaurant where we had breakfast in the morning and she said she’s been at it since 5.30am. Felt bad for the thankless staff members who ensured we, the customers got out food on time, fresh and tasty.

What could have been done differently was a bit of planning. Here’s my short list;

  • ·      Make a simpler, lighter menu. Keep just the basics available so customers don’t have to think too hard to order, and at the same time, the kitchen staff are quick to prepare the stuff ready. Items like Idli and Vada, French Fies, Samosas and so on must be prepared almost continuously so it acts as a filler when patrons order
  • ·      Add more temporary tables and chairs, plastic ones or metal or whatever. Most customers wouldn’t really care the quality of your furniture when their main motive is to rush out of the restaurants
  • ·      At one restaurant where they profess self-service, I saw that the staff were adding accompaniments like chutney and sambhar to each plate along with the main dish. I suggest this could just be done away with. Focus on the main dish and leave the add-ons to the guests. Keep the chutney and sambhar on the tables and let the customers take as much as they want. Yes, there would be a bit of wastage but we all save time together. Also, avoid four varieties of chutneys, no one just cares, just one would do. Ensure you give less choice to guests but what just matters.
  • ·      Hire local boys and girls temporarily to clean the tables & toilets faster. Use good quality cleaning liquids so the tables don’t stink for the next guest. Toilets must be spic and span. Efficiency and speed are the key.
  • ·      Restaurants with larger spaces and staff can perhaps have someone to usher or a sort of token system or tables assigned against request. This would ensure guests don’t pile up at each table and keep staring at those dining, instead wait patiently till their table is ready.
  • ·      Kids – the biggest challenge to be addressed. Keep them engaged. Have a magician or a story teller or folk art. Nothing free to be offered but something to keep them engaged. Have some crayons and paint books at bay, so the kids can keep coloring and be a bit more engaged. Tried and tested is a large Tv screen with cartoon channels. Be sure the kids would be glued in. But ensure there is no remote around, so there is no flipping of channels and fighting amongst young ones.
  • ·      Men – keep them engaged as well. Set-up boys who can wash the windscreens and bumpers. A good driver always likes his Car clean. Well, almost. A tie-up with local shops to sell additives, car cleaning fluids etc. will ensure the boys and men spend more time there than waiting impatiently at the tables.
  • ·      Ensure your staff are taken care well. Meet each one of them personally and ask if they had breakfast, coffee or tea, lunch, snacks and dinner. And their medicines, if any for some may be diabetic or have other ailments. Show empathy, they need it now more than ever. They are, after all your Brand Ambassadors. Shower them love and they will pass it on to the Guests. Ignore them and that’s what the customers will get as well.
  • ·      At the end of the weekend, if your cash registers ring more than usual, send them home with small gestures such as gift packs of sweets. Make them feel proud that your guys achieved ever-highest sales during this weekend and motivate them. Remember, most people don’t work just for money, they need recognition.


These are some very simple hacks but can go a long way in Guest satisfaction. Holidays are always about memories and we as Retailers, especially the F&B guys make a dent on the memories that guests carry. If there is a delay more than usual time, people fret. But when you throw in something extra, customers mostly remember only that “extra” whether it is “extra happiness” or “extra irritation”. With increasing mobility these days, people are travelling more than ever and they will continue to remember what you offered.


Once again during the upcoming New Year weekend, the restaurants and highways are going to get full. I really hope some changes are undertaken by Restaurant owners small and big to ensure better handling of customers and of course, their own staff. Happy New Year! 

Convenience over Experience or Vice versa?

At last count, the quick commerce players such as Blinkit by Zomato, Zepto and Big Basket are said to have delivered over 1,000 units of the...