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From the Publisher

Appell Pie – Doing it Wrong?

By March 10, 2025No Comments

Appell Pie

March 2025

Doing it Wrong?

 

Running a successful restaurant business requires careful planning, execution, and ongoing adaptation to industry trends, but what if you are doing it all wrong?

Recently Terri and I along with friends decided to go to dinner at a restaurant that is outside of our usual dining area. We had to drive forty minutes and then had to find the restaurant with the help of our GPS system. Following directions, we saw no signage from the closest main road and after several U-turns we found our way to the road leading up to the entrance. We drove through a gauntlet of cars parked along the road that lead to the undersized parking lot which was alongside the huge outdoor bar area. The bar was packed and it was a Thursday night.

We waited a short time to be seated and were led to our table and presented with menus with an amazing volume of dishes that are served at any diner in New Jersey along route 46. Amazing choices as we realized the chefs, cooks were really talented or our food was going to be pretty bad. fortunately, the food was terrific, service was good and we all decided we wanted to come back at a later date.

We enjoyed it so much we invited another couple to join us on a Saturday night a few weeks later but judging from the crowd on a Thursday night we decided to call to make a reservation. Called the number listed on their website and got a recording that the number was not in operation. Tried the website with no success.

Our Saturday night couple live in the area if the restaurant so they went over to the location to see what the problem was. They arrived at 3:30PM on Saturday to find the bar full and when speaking with the front desk hostess, they were informed that they have no phone at all. “How do you make a reservation?” she asked. “You need to email us and the owner will respond with a reservation”, was the answer. Holy cow, what a system for failure.

In spite of these “failures” they were doing a ton of business because they did so many things correctly. Here are some features of successful restaurants. Numbers 3,4 and 8 seemed to be ignored.

  1. Quality Food and Consistency
  • Serving delicious, high-quality food consistently is key to customer retention.
  • Using fresh ingredients and maintaining standardized recipes ensures customers get the same experience every visit.
  1. Excellent Customer Service
  • Friendly and efficient service creates loyal customers and positive word-of-mouth.
  • Well-trained staff who understand hospitality and handle complaints professionally can make a big difference.
  1. Location and Accessibility
  • Being in a high-traffic, easily accessible area can drive more footfall.
  • Adequate parking, proximity to businesses or residential areas, and good visibility help attract customers.
  1. Effective Marketing and Branding
  • A strong brand identity and online presence (website, social media, Google Business Profile) attract and retain customers.
  • Leveraging promotions, influencer partnerships, and online reviews helps build credibility.
  1. Financial Management and Cost Control
  • Keeping track of food costs, labor expenses, and overhead is essential for profitability.
  • Using inventory management systems and budgeting properly helps prevent losses.
  1. Strong Leadership and Team Management
  • Hiring skilled staff and fostering a positive work culture reduces turnover.
  • Clear leadership and training ensure smooth operations.
  1. Unique Selling Proposition (USP)
  • Standing out with a unique concept, specialty dish, or themed experience attracts customers.
  • Understanding target demographics and tailoring offerings accordingly enhances success.
  1. Adaptability and Innovation
  • Offering delivery, online ordering, and seasonal menu changes cater to evolving consumer preferences.
  1. Cleanliness and Hygiene
  • A clean dining area and kitchen improve customer perception and satisfaction.
  1. Strong Customer Loyalty Programs
  • Rewarding repeat customers through loyalty programs, discounts, and exclusive deals increases retention.
  • Engaging with customers through personalized offers and follow-ups helps build long-term relationships.

By mastering these factors, this restaurant increased its chances of long-term success in a competitive market with less than 100% adherence to the rules.

To read more great informative articles, visit www.trnusa.com

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