That forever famous greeting we all recall when the jovial and satirical Norm Peterson would walk into the legendary bar on the television series Cheers. Isn’t it ironic that many decades later, everyone is looking for the new “NORM”?
From revising the menu, recipes and food costs, the increased expense of curbside and delivery, the Covid precautions and procedures, the lack of skilled and unwilling workforce to many dealing with insurmountable debt, restaurant owners and operators are in the midst of sorting out the many disruptions and disturbances that Covid has and continues to cause.
Suppliers are also struggling with their own issues from supply chain and logistics, P&L, to understanding and adapting to the new customer and consumer demands. Needless to state, the entire foodservice ecosystem is amid many shifts from all perspectives, and I believe now is the time for a reverse strategy for success.
The lengthy and arduous list cannot be solved at once, so priority is critical to the process. My recommendation is start at the end; commence the change with the consumer, the guest. Consumers are demanding local, fresh, vegetarian, innovative, minimal ingredients, the means to order and how they obtain their meals and perhaps the most influential is to socially like or dislike the experience in minutes.
Consumers are now more than ever THE crucial influencer in the revolution of the restaurant industry-the guest is always right. They determine where and how to dine, what they consume, what they are prepared to pay, will they return, recommend, and are always searching for better.
Talk to the guests, what is social media saying about your operations and what’s trending, execute real time consumer research. Essentially ask NORM “what’ll it be, what’s up, what’s new, what can we get you?”
There you will find the new and true recipe for success.
Stir’s “Customer First” thinking defines how we are a valued and experienced resource for suppliers and operators. It’s not about the product, it’s not about the brand, its about incorporating game-changing strategies that will lead to the new NOOOORM!
Scott Moore, President of Stir Creative Communication Inc., has been helping foodservice and hospitality suppliers and operators increase sales for over 30 years. For innovative and revenue-increasing programs, marketing and promotional campaigns and much more, contact Scott at 905-484-3094, scott@stircommunications.ca, or visit www.stircommunications.ca.