Getting ready for the new normal - exciting times to look forward to!

I've been speaking to many people in the past few weeks who are in the hospitality training and consulting business. After building our businesses up and creating wonderful relationships with our clients, we never imagined that there'd be a day when all our work would be cancelled overnight due to a virus. I'm remaining positive though, as I feel we are on the cusp of a new era.

Its been 32 days since our Governments, in response to the threat of Covid-19, have restricted the operation of businesses such as:

• pub, registered and licensed clubs(excluding bottle shops attached to these venues), hotels(excluding accommodation).
• gyms and indoor sporting venues.
• cinemas, entertainment venues, casinos and night clubs.
• restaurants and cafes (excluding takeaway and/or home delivery). 

What a month it's been for so many hospitality businesses. So many stories I hear are very upsetting as businesses try to 'get by'. However I have seen how some businesses, such as cafes and restaurants that are allowed to open in a limited format, have transformed into markets, takeaways and home delivery outlets.

From my extensive research(I've certainly got the time) I'm seeing some really clever offerings that will probably remain in some shape or form once we move into the new normal. This great article in the Sydney Morning Heralds 'Good Food' this week gives some idea of what is now happening out there. Hats off to top Sydney chefs and providers changing with the new world order by Myffy Rigby.

What will this new normal look like once the restrictions begin to be relaxed? 'I'm not sure' is the short answer, here's what I predict and advise based on my recent observations, experiences and frustrations, as well as my 32 years of experience.

Looking forward, I think customers will want:

• to feel that your venue will be safe and clean. Foe example put up signage of your Food Safety Certificates, get staff cleaning more vigilantly and noticeably and have your staff complete the Safe Food Handling Certificate if the haven't already. Provide hand sanitisers on counters and in toilets. Staff need to be seen washing their hands and handling equipment, cutlery, plates, cups and glassware in a safe and hygienic manner. You may need to space your tables differently to avoid cramping if you can and have a designated space for customers waiting for takeaway.
• engaged service that's knowledgeable, friendly and genuine. It's time to employ staff that are willing to step up with a positive attitude. It is time to cull underperforming and negative staff from your business that you found hard to manage in the past. It's time to make the time to train and develop your staff.
• value for money. Now is the time for clever promotions, value adding items and meal deals.
• something different and lots of choice. Talk with you suppliers, find new suppliers, get your team to contribute to creating new cocktails and new dishes and keep up with the currents trends.
  

What do you, as a business owner or manager, need to do beyond from what I have suggested above? Here's some suggestions:

• Re-evaluate your beverage list and menu. Time to re-negotiate supplier terms and prices.
• Source new products and suppliers, that will need your business.
• Re-visit your SOPs (Standard Operating Procedures). Is it time to do things differently or are we going back to the old ways? Start to think outside the box, assess things like: dining room layout, kitchen layout, service procedures, your queuing system, setup procedures and hygiene procedures.
• Make training a priority in your business model because if you don't spend the time and money on this your staff and customers will go elsewhere. Talk to me about setting up an in-house training program.
• Transform your front of house staff from simply being order takers and deliverers into motivated salespeople. You can have the best food and beverage on offer, however, if the staff can't sell, engage or go to the next level your customers will go elsewhere.
• Regular food and wine tastings are an essential part of developing your staff. Remember, if they know the product, they'll know how to sell it.

I hope that what I've suggested will get you thinking. I'm here to help if you need a person who can not only advise but get results in developing your staff as we all head into a bright new era in hospitality.

Thanks for reading, Bill

Tips for Converting Your Food Business During COVID-19

I’ve been reading an enormous number of articles on how the hospitality industry can manage during these challenging times. I found this article written by Stacey Mahon from Simplot and I felt, seen that it gives such excellent advice, that I should share it with you.


With closures and restrictions taking place due to the Covid-19 pandemic, we understand our industry is now more challenging than ever.
Trading as a full-time take-away and delivery business can be daunting, especially if you're quite new to the game, so we've put together four detailed tips to help your kitchen thrive.

1. Third party delivery services are eager for your business right now

The benefits of using third party delivery services such as Uber Eats are not only their ability to easily get your food into the hands of your customers, but they can also introduce you to new customers scrolling through their apps who may not have dined with you before. This highlights the importance of uploading quality photos to your delivery profile.

2. Think about what menu items will travel well

Many dishes on your current menu are perfect for dining-in, but may not translate to a pick-up and delivery environment. If a dish isn't going to maintain quality after 20mins or more in a delivery container, take it off your menu. Consider offering meals that can be refrigerated and reheated by your customers, as well as those that can be eaten straight away. It also might be worth introducing value packs to entice the entire household and set yourself apart from your competitors.

The below products from Simplot Foodservice brands are not only great during these times where you may be having supply issues, but also stack up well when put to the delivery test. Just click on the product names to learn more about them:

• Edgell Supa Crunch Delivery Chip - boasts a hold time of 40mins which is perfect for delivery and take-away orders.

• Edgell Chef's Grill - pre-grilled individually quick frozen vegetables and will save you on labour and wastage costs. They're versatile enough to use on pizzas, in pastas, curries, sandwiches and more.

• Edgell Frozen Avocado Pulp - your customers can still get their hands on their smashed avo, and you don't need to worry about where your next fresh avocados are coming from.

• 100% NOT Chicken and 100% NOT Beef - keep your vegetarian and vegan customers covered with a plant-based meat that replicates the taste and texture of real meat. Use it in any dish where you'd normally use meat.

• Frozen Foods - high quality frozen foods, like those sold by Simplot brands, can really help you manage your food costs in these tough times where sales may be slower. Frozen foods can offer a great shelf life which means less loss for your business. Individually Quick Frozen (IQF) products will enable you to take as much as you require and place back into the freezer what you don’t need to be used at a later date without fear of wastage. Our frozen ranges are already cut and prepped so you also save on labour costs.

• Don't forget sides and snacks!

Simplot’s full range can be viewed on their website here.

3. Choose packaging that works for you, not against you

Good take-away and delivery packaging protects your food from crushing and contamination, but it’s critical in two more important ways: temperature regulation and moisture control. Proper packaging offers a good balance between keeping food warm (or cold) while allowing in enough air to mitigate condensation that can make the food soggy and customers unhappy.

Here are a few of the most common options:

Paper/cardboard: Paper containers offer a good combination of temperature retention, strength and ventilation options. They can also be branded easily to suit your operation. If you’re using paper cartons for hot items that need to stay crisp (like chips), use scissors to cut the two smaller flaps completely off to allow more air to circulate. Another option is to use packaging specifically designed for the delivery occasion, like the Keep Crunch Delivery Carton which Simplot designed in partnership with Detpak to ensure your customers never get soggy chips when used in conjunction with our Edgell Supa Crunch Delivery Chip.

Plastic: Plastic containers are certainly strong enough for delivery, but don't provide good ventilation. Avoid using plastic for items that need to remain crisp and fresh (like chips and burgers, and keep them for dishes like curries and pastas.

Styrofoam: It’s a great insulator but environmentally controversial and prone to making food soggy. To ventilate, twist the tip of a knife into the top and sides of the package so steam can escape.

When packing food for delivery, follow these tips:

• Package hot and cold items separately. Bag them separately, too.

• Pack chips in their own container— never in the same package as burgers and hot sandwiches—so they stay crisp.

• Place hot items at the bottom of a paper bag and insulate them by placing paper napkins around and between them. If the order includes chips, put them near the top of the bag.

• Seal the bag with a staple or sticker so your customer knows it has not been tampered with.

4. Let your customers know you're still open

Keeping your marketing activity going is critical to success in these times. Start with the people who know you best, your existing customers, and work your way out.

Email: If you have one, your email list is gold at a time like this. It's na direct line of communication to people who already like your restaurant. We recommended sending the announcement of your amended services and/or opening hours multiple times to ensure they get the message. Include personal remarks to let your best customers know how you’re doing and how much you appreciate their continued business (more on this below).

Website: Make mention of your updates prominently on your home page and include a link to your take-away and delivery menu. Make sure the announcement takes up enough real estate on-screen so it can’t be missed.

Social media: These are great channels to tell the story of how your restaurant is coping and innovating under these historic circumstances. Use photos and videos to show customers you’re making deliveries and filling takeout orders, using extra precautions to ensure their safety. Post short videos of your staff hustling to bring their favourite dishes to their door. Explicitly state that you need your customers to support you now more than ever and use hashtags such as #supportlocal #supporthospitality to inspire camaraderie with your community. If you're familiar with Facebook's Ads Manager, consider putting some budget behind your posts and take advantage of the ability to target people within your kitchen's location.

Banners and decals: Promote your take-away and delivery services by putting up large banners or decals in your window. Make sure the lettering is big with strong contrast between the type and the background colour. Include your phone number and web address.

Search engine marketing: If your digital marketing skills are more advanced, consider buying search keywords through Google related to delivery, your menu type and your location.

Overcommunicate to reassure patrons.

In a crisis like this, your customers are hungry for information, especially with regard to the steps you’re taking to keep them safe. Make sure you’re clear and transparent with regard to food safety and handling, and your policies for delivery and pickup.

Equally important, never miss an opportunity to tell your customers how much you appreciate their support. We're seeing businesses write thank you notes on their delivery bags - this is an excellent way to remind your customers of the humans behind your business and show them how much you appreciate their support.

Above all, show them you understand their priorities: good food made and delivered safely.

Intro by Bill Shirley – Bill Shirley Training and article by Stacey Mahon, Digital Media Manager – Retail & Foodservice– Simplot Australia