Today, I would like to share with you one of the draw backs in the food industry: poor management.
When management is great, restaurants operates at its peak level of performance. Business is going great, each customer to catered to his/her preference. There is no confusion in communication between the staff and the customers.
However, poor management destroys a reputation of food and beverage establishments.
I have a friend of mine who works as a Meet Up organizer. I have known him for years and his name is David. I met with him yesterday at a Meet Up event in Rittenhouse Square, Philadelphia. The location was at Jane G’s restaurant. This establishment did a great job to catering a full house!
My friend David shared his disappointments of past restaurants and pubs . Here’s the story….
There was a Meet Up event set up at restaurant beginning of December. David spoke to three different managers letting them know ahead of time there will be a Meet Up event consisting of 30-40 people. From David’s side, he’s bringing in new business, free advertising, new customers, etc. He wanted to make sure the operations and logistics were planned out so that there will be no issues in dealing with that kind of crowd. The managers said not to worry, it will be taken care of.
Here’s what happen… On the night of the event, the bar was crowded with Meet Up people. Due to lack of space, we were told to take the whole group upstairs! All of us went upstairs. To our surprise, we were limited to the menu iteams. In addition, there were no beers on drafts! Only beer in cans. We were not catered to at all!
In fact, this was not the only time. Unfortunately, these type of experiences were frequent.
There was another Meet Up event were the organizer was promised free pizzas were availble to the customers as an incentive from the promotions person. At the time of the event, all the Meet Up members paid full price for both the food and beverage iteams. The owner was back in the kitchen and did not show his face. What happened to the establishment? It went out of business.
If restaurants learn how to manage events effectively, business will be doing better. The experience for the customers can improve and progress to levels of creating brand loyalty.
What are your thoughts and reflections? I’m curious to know….