Be Better

Right now, many people in the hospitality industry are justifiably nervous about what's going to happen after 17th May, expressing uncertainty about the level of sales when this latest lockdown period ends.

There's no guarantee that we're all going to be at capacity from day one. However, I believe that our destiny is in our own hands; it's up to us to do everything possible to come back stronger than ever and ensure that our businesses don't join the hundreds of others that have failed during this terrible pandemic.

We must be confident in our brand proposition, examining every aspect of what we do and changing anything and everything that may no longer be fit for purpose.

We can then use this reopening as an opportunity to change any negative perception that customers may have about our brand, making this situation work in the same way as a refurbishment without investing tens of thousands of pounds.

When did you last examine your menu to ensure that it remains true to your original values? Can you use this as an opportunity to motivate your team to deliver an even better customer experience? Will your marketing strategy engage and inspire people who have never considered buying from you in the past to become your regular customers of the future? How will you reach out to customers past and present to ensure that you are their first choice destination?

Amidst all this uncertainty, there's one thing on which everyone agrees: customers will remember the restaurant they chose for their first meal post lockdown for a long time. It's up to us to make sure that the experience is unforgettable, for only the right reasons, ensuring that every stage of the customer experience is outstanding. 

Get it right and allay your concerns, don't be the best, and you can imagine the outcome.