I have been reading the various financial news blogs I tend to follow with interest of late to see from a totally secular viewpoint how industry players feel they will get through the current world crisis. As discussed in the previous post, from a faith perspective I have a totally different view on how to embrace this part of the worlds financial history. There however some common sense, logical and necessary steps that all businesses should be looking at to ensure their survivability through these times. So it was with interest that I came upon this news report and this excerpt today:
“Ben Filmalter, chief executive of Quantum International Franchising, the restaurant franchise group that owns Mugg & Bean, says the pressure consumers are putting on the industry, because they refuse to pay more while costs are rising, is one of the biggest problems.”
From a regular client of Mugg & Bean, I do not think I agree entirely with his point of view. I make use of their group often, that clients, friends and even some church groups refer to them as my boardroom. I have run courses on Prophetic Evangelism in the evening in Mugg & Beans that are quiet, besides meeting lots of folk their for ministry or work so I think I am able to share a valid viewpoint. Those that do well over the next 18 months will have some of these factors waxed.
- They will ensure the client feels welcome.
- They will not cut down on portion sizes, rather they will ensure that it looks generous so that the client feels spoilt.
- The managers will hover to make sure the clients are being looked after by the staff.
- They will ensure the kitchen is coping and that food arrives on time, warm and being well presented.
- They will “do Double” when faced with a unhappy client. Just a thought, rather lose one meal payment than the client for ever because you fluffed it.
On Thursday I had a meeting at the Century City Mugg & Bean and experienced the worst service, food quality and attempt to rectify that I have had in a long time. They have been regressing steadily over the last six months and now have reached a level that as far as I am concerned is actually bad for the brand. Luckily I know the group well enough to know that the Constantia, Tygervalley and Cape Gate branches know how to recover a dropped ball. They also do not easily drop the ball – especially Constantia where nothing seems to be a problem. Pity they are so far away from me.
Below are two pics I took after trying to get some service. The first was supposed to be a Gypsy Ham, Tomato and Mozzarella Cheese on Rye. No Tomato, hardly any cheese and arrived cold. Then I asked for Balsamic vinegar and it took over ten minutes to arrive in a salt shaker that leaked all over the table. Their comments, sorry and a shrug of shoulders.
Message here, I will not return and waste my hard earned cash here. But worse than that is the negative response folk will get from me when asking to have a meeting there – so the word of mouth will grow and if they have a few more folk like me – who knows how long they will last and be profitable.