Sadly, I missed Heston Blumenthal's televised visit to Little Chef in an effort to turnaround the restaurant's fortunes, which have ebbed steadily for more than 20 years in the face of nimble competition and cheaper alternatives for road users seeking a quick meal.
Fortunately for me, the FT's management writer Stefan Stern did not. Mr Blumenthal, one of the world's top chefs, criticised Little Chef as being "hardwired into spending as little as possible on ingredients" and for poor service standards. Under his coaching, quality improved as was show in a second TV show.
However, Mr Stern noted that standards slipped between Mr Blumenthal's visits and took his family on a visit after the TV show to evaluate progress. Or the lack of it. "Service was poor," he said. "The waiting staff distracted and inefficient..."
The problem, Mr Stern suggests is about supervision. Management, he says, is hard work. Change can only be driven by well trained and motivated staff.
The lessons for the owners of local shops should be clear. In fighting for shopper's time and money, you need to compete with the likes of Tesco Express.
You may do this by joining a symbol group. However, you will not be successful if you just maintain your existing operation under a colourful new fascia.
There are few areas where there is easy money to be made in retailing. As the owner of your local store, you need to develop an attitude to service that is consistent, especially when you are not there. You need to be confident that what you are selling offers value to shoppers. You need to ensure that your business presents that offer well.
Mr Stern is pessimistic about the outlook for Little Chef. Think about how he would judge your business and where you might improve.
Fortunately for me, the FT's management writer Stefan Stern did not. Mr Blumenthal, one of the world's top chefs, criticised Little Chef as being "hardwired into spending as little as possible on ingredients" and for poor service standards. Under his coaching, quality improved as was show in a second TV show.
However, Mr Stern noted that standards slipped between Mr Blumenthal's visits and took his family on a visit after the TV show to evaluate progress. Or the lack of it. "Service was poor," he said. "The waiting staff distracted and inefficient..."
The problem, Mr Stern suggests is about supervision. Management, he says, is hard work. Change can only be driven by well trained and motivated staff.
The lessons for the owners of local shops should be clear. In fighting for shopper's time and money, you need to compete with the likes of Tesco Express.
You may do this by joining a symbol group. However, you will not be successful if you just maintain your existing operation under a colourful new fascia.
There are few areas where there is easy money to be made in retailing. As the owner of your local store, you need to develop an attitude to service that is consistent, especially when you are not there. You need to be confident that what you are selling offers value to shoppers. You need to ensure that your business presents that offer well.
Mr Stern is pessimistic about the outlook for Little Chef. Think about how he would judge your business and where you might improve.
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