And The Winner Is Food Quality

Replies to This Discussion

Permalink Reply by Amanda Vroom on February 28, 2008 at 7:15am

Depending on the type of meal, experience, or ambiance a Guest is looking for will dictate whether they go for service or food quality.

I have had people tell me that they come to a certain place because the service is fantastic despite the price point. I have also had people tell me that they only go for the food and nothing else.

I personally make a point of stopping into a little coffee shop on my way to work once a week because the owner knows me, knows what is going on with me, and also knows what I put in my coffee and often has it almost ready when I am in the door. Her price point is higher than DnD, Wawa, etc, but I go because I like her personality, charm, and the fact that she gets the most joy from knowing her patrons.

Permalink Reply by Chuck Cutaia on February 28, 2008 at 12:26pm

Having been the GM of two corporate casual dining concepts, I always instilled in my BOH and FOH crew to have passion and pride in the menu concept. Like, Ms Milcoff, I patron certain venues because of their genuine and consistent appreciation of my business. Customer loyalty is the most powerful tool in no cost marketing. I used to be a HUGE Chipotle fanatic. I fell in love with the product, price point, and design. This may sound sick, but I literally ate there 3 or 4 times a week. I noticed the recipe in the guac and chips had changed as well as the addition of oil to their rice. Both changed had an effect on the flavor profile in addition to the food cost. There service is fantastic, but I don't choose to eat there because of it. I crave the delicious menu of earlier practices. So every now give them a new try every now and again, and leave thinking..."why did they have to fuck with something so good?!" ....Our we, as patrons, not worth it anymore?? Ahhh "Memories,like the corners of my mind"

Permalink Reply by Amanda Vroom on February 29, 2008 at 12:29pm

Chuck...glad we are both in agreeance....however, ms milcoff, sounds so stuffy...Amanda is just fine.

Isn't funny how different people view service and food quality. I truly believe that sometimes we are so busy that we don't take the time to even evaluate what we are eating let alone how we were taken care of while we are dining.

I feel there is another segment of diners out there that don't care about the quality or the service instead their focus is simply SPEED. They ordered their food, they want their food, they want it now, it doesn't matter if it doesn't look good!

Am I right or wrong on this???

Permalink Reply by Andy Swingley on March 18, 2008 at 2:46pm

Based on my recent blog and the follow up with it, we had over 30 operators and consultants respond and they hands down say the service is the key to success. They report that people will suffer okay food if the service is excellent but won't suffer great food with crappy service.

I, get it, I am a chain operator myself and my years of ingrained behavior has taught me that the kitchen is the engine of the car and that the FOH is the body of the car. I was always taught you can drive the car with a crappy body but not with a crappy engine.....right?

I have been doing restaurant visits over the last week and the guest says, service. The report they already know what the food is like and that want it to be served in an awesome environment.

Soooo....I am going to maintain the current quality of our product going out the window and build a FOH service culture that brings em back faster. I will let you know how it goes.....