The Balancing Act: Profit Versus Dining Experience Part II Of II

In continuation from PART ONE…

Drinking beer with a crab meal is not uncommon, so they were surprised when the beer arrived and it was warm. My friend quickly pointed this out and the server said “Just a moment.” Everyone thought that she would be returning with a new cold beer, but instead she returned with a cup of ice for the beer and refused to take the warm beer back to the bar.

The crab legs, steamed shrimp, grilled fish and crab cakes were prepared beautifully. Sadly, there were still problems that needed addressed. No deliciously melted butter was served, and the cocktail sauce and vinegar that normally graced the table was non-existent. Upon asking, they were brought out from the kitchen, but by then the food was getting cold. Another thing that was missing from the table was the stack of napkins in the corner display. Each person was given one with their fork and knife, but if you have ever eaten crab, you definitely need more. None were brought upon request and instead they were told that there was a sink available to use near the bathroom. Upon ordering crab legs, the restaurant used to supply a mallet, a crab cracker, and a sharp knife to pick the crab. Now, only a mallet was supplied by the restaurant.

The cost for this “fun” evening out for four adults and four children (eating kid’s meals) was $283.45. It should also be noted that only 3 beers were purchased with the meal. For my friend, the cost was not the most upsetting part of their dining experience. The constant reminder of bad economic times is not something that a patron wants to feel when they are dining out. People dine out so that they can have fun and be free of the stresses of life, if only for a short period of time. The sad part for my friend is knowing that despite their long term loyalty to this particular restaurant; the changes now put in place have soured them and they will not be returning to this establishment in the future.

Although my friends dining experience could just be chalked up to a really bad dining experience; that could never be said in the past. I realize that restaurants need to be very watchful of their bottom line, especially in this sluggish economy. It is imperative that costs remain low enough so that you can maintain stability and still make a profit. So I am asking my readers…How do you keep your costs low and still maintain your customer loyalty? What
has worked for you? Do you know how a food service consultant can help you?