Category Archives: food

Don’t Go It Alone

Another Foodie Friday in the midst of the pandemic. For me, it’s impossible to think about food on Friday without thinking of some of my friends in the food business who have been adversely impacted over the last six months. Heck, for my friend Craig who runs our favorite watering hole, the loss of our weekly bar bill alone is significant!

Here in North Carolina, restaurants, foodservice, and lodging is a $23.5 billion industry. More than 482,300 people are employed in the foodservice industry in the state – about 11 percent of the state’s workforce. When the governor shut bars and restaurants down, the impact was felt by those of us who couldn’t drink or dine out but that was nothing like how it hit those who provided that food and drink. I’m sure the situation is comparable to where you live.

Restaurants are back open here, albeit with reduced capacity. Bars are too although many of them are only serving outside. It’s better for the proprietors and staff but some of the jobs haven’t come back and many restaurants have closed up for good.

You wouldn’t think this would be a great time to look at opening a food business, would you? Well, you’d be wrong. As reported by QSR:

Quick-service chains had recovered to just a 13 percent decline year-over-year. Certain counter-service franchises have recently even reported positive year-over-year sales during the pandemic. After experiencing an initial hit on sales, A&W Restaurants announced sales were up by double digits, Papa Johns has noted a 24 percent increase in North American sales and Popeyes has boasted that sales are up by the “very high 20s” percent.

In other words, even in one of the worst-hit industries in the midst of a horrible economic time, there are opportunities. Would I invest in a full-service sit-down restaurant? Of course not. But if the business was predicated on carryout and was part of a franchise system, I very much might. I say that because franchise organizations have the infrastructure in place to help the system survive. A good franchisor can develop and implement systems – online ordering, contactless delivery, etc. – that give franchisees the ability to cope with the challenges. As an individual restaurant or any business, that’s more difficult and often requires capital that the individual unit might not have.

It’s something to think about even if you have no interest in owning a food business. Many other business sectors such as hair and nail salons, gyms, travel businesses, after-school programs have been hit hard over the last six months and yet I’m aware of dozens of franchise brands in these sectors that have modified how they do business. Their franchisees are doing well despite the pandemic. Going it alone is hard even in good times. Working as part of a proven system is especially valuable in bad times.

The ability to adapt is key for any business and never more so than now, don’t you think? Even in a crisis, there is an opportunity! And if you’re interested in learning more about franchise opportunities, you can reach me here.

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Filed under food, Franchises

Mayo And Aioli

This Foodie Friday, let us contemplate the differences between mayonnaise and aioli. I’d argue for most people, there isn’t a difference. I mean, they’re both creamy condiments, right? It seems that any flavored mayo is presented as aioli and true aioli has morphed into something more like mayo with the addition of egg yolks or lemon juice.

There is a difference, of course. Mayo is an emulsification of egg yolks and a neutral oil such as canola while aioli is emulsified garlic and olive oil. Mayo is usually spread on sandwiches or mixed in with potato or macaroni salad while aioli is a traditional dip for veggies or a sauce for shellfish.

So is olive oil-based mayo an aioli? No, because there is no garlic. Is Garlic-flavored mayo aioli? No, because there’s no olive oil. And of course, simply adding egg yolks to aioli doesn’t make it mayo.

All of that said, to the public at large (you know, your customers!), labeling something as mayo or aioli is a distinction without a difference. Maybe aioli sounds fancier but does the average person realize the difference? The terms have become interchangeable, and it raises a business point for any of us.

What we call things – products or services – does matter. Think about pre-owned vs. used, whether it’s a car or golf clubs. “Used” sounds like they’re dirty while pre-owned sounds like someone’s broken it in for you. I mean, aren’t your jeans better after you’ve worn them a few times? A pre-owned car has had the bugs worked out and fixed while a used car probably came in on a hook.

Calling a sales rep a client happiness manager doesn’t change their job but it might just change their mindset. It puts the emphasis on the correct party. These are distinctions without differences too, except even though they define the same concept, they are perceived very differently. That’s something you need to consider as you sit down and put the aioli or mayo on your burger!

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Filed under Consulting, food

Everything’s Right

Foodie Friday again, thank goodness. My friend Barry is a restaurateur. He runs a place in Georgia and their tagline is “Everything’s So Right.” There is a lot of wisdom packed into those few words (very much like Barry!) and I got a chance to see that sort of thinking first-hand this week.

I went out with a friend for a beverage. We hit one of our usual haunts and she ordered something that she’s had there before. Unfortunately, what arrived at the table wasn’t even a close approximation of what she was expecting.

We said something to our server (our usual seats at the bar wouldn’t permit social distancing so we took a table) who mentioned that the drink was made by someone our friend, the head bartender, was training. She also immediately apologized and asked what else she could bring instead. Her attitude was one of sincere regret as if she had personally disappointed instead of just delivering a badly-made beverage. She wanted to make everything right.

Making everything right is long-term thinking. The problem in this case wasn’t a bad drink. What would have become the problem would have been the server not taking immediate steps to fix the problem with a customer-friendly attitude. In business, we don’t get in trouble for the things we do. More often than not, it’s for the thing we don’t do. That might be why we visit this place at least once a week.

There’s another restaurant in town that offers the best Chinese food in the area. It’s authentic and as good as I’ve had in NYC’s Chinatown. I rarely go there because the service is unapologetically atrocious. You can wait for an hour for your food to arrive even when the place is nearly empty. It certainly doesn’t take as long to cook as it does to arrive. Does anyone seem to care about making everything right? Nope.

Screw-ups are a fact of life no matter what business you’re in. 99.9% satisfaction means that 1 person in 1,000 is going to have an issue. If you go to sleep thinking that one person is far outweighed but the 999, you’re not going to sleep very well for long. Making everything right has to be the gaol in a time when everyone has access to social platforms and review sites. More importantly, it’s the right thing to do. When people spend their hard-earned cash on your product or service, they expect you to solve whatever problem – hunger and thirst in this case-, brought them to you with a smile. If everything’s not right, you haven’t, have you?

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Filed under food, Helpful Hints