pcAmerica Newsletter #358 March 23, 2010

 

 

 

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Why Do Restaurants Fail?

Customer Service Counts

10 Computer Software Programs You Really Need (#9)

Contacting pcAmerica

 


 

  • Why Do Restaurants Fail?

According to researchers at Cornell University and Michigan State University, 27% of restaurant startups fail during their first year.

50% of new restaurant startups fail during their first three years.

70% of all new restaurants no longer exist after ten years.

To read more about the restaurant failure rates go to:

http://www.restaurantowner.com/public/302.cfm

This month's issue of Restaurant Startup & Growth has the answer. If you own a restaurant and have been reading our newsletters, you have already decided to subscribe to Restaurant Startup & Growth magazine. More information on subscribing appears below.

Why do restaurants fail? If you know the answer, then you can avoid it. The answer comes from Dr. H.G. Parsa, PhD. and researcher. I know what you're thinking. Did this guy ever own or manage a restaurant? Actually, he is an industry veteran who had worked his way up from the bottom to management positions with companies like Pizza Hut, Wendy's and Denny's. He earned his Ph.D. in Marketing at Virginia Tech then taught at SUNY Buffalo for seven years.

According to Parsa, here are several factors that can lead restaurants to ruin:

Location. The number 1 reason that restaurants fail is location.

Now this is really interesting. The highest failure rate in restaurants come from restaurants located in high traffic downtown locations. These downtown locations have high real estate costs and labor is hard to find.

Rainy Days. People don't open up restaurants with enough capital to survive for three to six months of "slow days". It takes time before you build up your customer base. You need enough money to survive those slow days and build your business days.

I remember a nice donut shop opening in my local mall (The Palisades Mall). It opened up right next to Target. I've never seen a store open and close so fast. I saw them getting the store ready for about 90 days. Nice fixtures, great cash register system and lots of employee training. The store had its grand opening and closed down three days later. Open and gone in 72 hours.

Size. Size is a third fact causing restaurant failures. Dr. Parsa found that the highest rate of restaurant failure happens in the smallest restaurants, the moms and pops. Why? Small operations tend to carry with them relatively low entry and exit barriers. In other words, it's easier for people to get into the business and easier to get out.

Restaurants tend to have lower upfront investments than retail stores making it easier to start than many other types of retail stores requiring larger inventories.  Restaurants have higher variable costs than typical retail stores.

Quality of life. The fourth most common reason restaurants fail has to do with quality of life. "Many, many times restaurant owners quit because they can't take it anymore. They burn out."

Restaurants have high variable costs compared to retail stores. That means somebody has to closely watch what's happening. You need an owner or manager watching you store seven days a week.

Dr. Parsa brings up Dave Thomas, the founder of Wendy's. His daughter complained that she never saw her dad. He was always working and didn't even know where the kids went to school. People get married to their businesses instead of their spouses and many eventually burn out.

Retirement. Ill health leading to retirement is another major reason for a restaurant closing down. Restaurant owners don't live forever. At some point, they need to leave. Most owners don't have a transitional plan that passes on the restaurant to someone who could profitably manage it.

Taj Mahal syndrome. Dr. Parsa, who was born in India, coined the term Taj Mahal Syndrome. The Taj Mahal was built "not for a living person, but for a dead person. Nobody lived in that building."

"Restaurants are the same way," he says. "People want to build but that's it: they don't know what to do with it once it's built. Restaurant owners most of the time have a dream of opening a restaurant like the Taj Mahal, but they don't know how to do the next level, managing it and building it beyond. They thought that once they opened, things would happen automatically. They don't. They never realized it's more about what happens after a restaurant is built. Before is easy...It's what I call entrepreneurial incompetence. They are competent enough to come up with the idea, but totally incompetent when it comes to taking it to the next level."

Dr. Parsa gives another analogy. People who are dating always think in term of getting married and planning the wedding. They don't think about marriage after the wedding. People spend a fortune on their wedding without thinking about spending money on the marriage.

Time. Most restaurants have a 10 year life Period! American food habits change every 10 to 15 years. In the 19th century, the number 1 food item was steak. In the 1920s, it was the hog dog. In 1947 to 1955, the hot dog was replaced by the hamburger. By 1980, it was pizza.

People choose to dine in a given restaurant for three things (according to Parsa): The food, the ambience and the service. Service changes. Habits change. Technology changes. People start looking for other things to do.

Dr. Parsa suggests that menus should be updated every three months. Test new items and get rid of those items that are not selling.

You can read the entire article (and lots more) in the March, 2010 issue of Restaurant Startup & Growth available at Barnes and Noble (and other locations).

You can get three free issues of the magazine plus a free email subscription to Profit Tip of the Week at:

http://restaurantowner.com/

You can download a prior version of Dr. Parsa's research by going to:

http://www.econ.ucsb.edu/~tedb/Courses/Ec1F07/restaurantsfail.pdf

Restaurantowner.com

  • Customer Service Counts

Go into any store. It could be a retail clothing store or a hardware store or a convenience store. How are you treated? I don' know about you, but I like to go into stores that treat me like a customer. I don't like going into stores where the clerk gives me a mean look and plays loud music. I like going into a store where I get some acknowledgement of existing. Someone who says hello is a big plus. Someone who follows me around the store asking to help me when I don't want help is a minus.

 

I want a nice friendly person who smiles and can read my mind and knows when to talk and when to keep quiet. A good employee knows how to handle customers and communicate. Give them a raise. A bad employee ignores customers and knows how to give them a dirty look.

 

Read what Doug Fleener has to say about customer service below:

 

The Twenty-Four Hour WOW

“Only the mediocre are always at their best” - Jean Giraudoux

American Idol judge Simon Cowell often comments that even though a contestant's
performance was good, and sometimes even quite good, nobody will remember it in
twenty-four hours. It wasn't a wow. This is exactly the difference between good
service and an extraordinary experience.


I've recently spoken with any number of retailers who tell me how good their service is. Even if that's the case (and sometimes it's not) most customers aren't going to remember it a day later. It's not a twenty-four hour wow.

Some people might say it's okay to have service that's only "good" as long as the
customer makes a purchase. And that's fine if you're in a transactional business, but most specialty stores need more than that. Specialty retailers need to deliver something the customer remembers beyond the next day to drive them back into the store again.

Just as important is getting the customer to tell family and friends about the store. The experiences that WOW the customers and stay with them are exactly what customers tell people about when they're advocating for a business.

What makes an experience stay with the customer longer than one day?

First and foremost, something occurs that is different from what the customer will experience at any other store or business that day. That's why I believe offering the customer a drink and/or something to eat works. It simply doesn't happen that often.

Think about it. Does a person tell her friends, "They're the store that gives people space to shop?" (Something I've heard three times this week.) Or is someone more likely to say, "They're the nice store that offered us a drink and some cheese and crackers." It's a great differentiator.

I don't buy the argument that "too many stores are doing it." Very few are doing it, and many of those that say they do don't do it regularly. Miss one customer and you miss a twenty-four-hour-plus WOW. If you choose not to serve food and drinks I encourage you think of another differentiator that will allow your store to stand out from the rest of the pack. It takes more than just good service.

Another way to make a long-term impression is do something personal for your customer. It can be something as simple as helping them with their child or calling a competitor's store to see if they have something in stock. I know some people don't do that. I say be so positive about the experience you deliver that you're fine sending your customer to the competition for an item.

There's always a way to do something special and personal for a customer. I can't tell you exactly what it is, but you'll know it when you see it. The key is to be looking for the opportunity, and then act on it.

Here's today's challenge. As each customer leaves ask yourself, "Will that person
remember this experience twenty-four hours from now?" If the answer is "no," attempt to create a twenty-four hour wow with the next customer.

If the answer is yes, chances are you just created one or more sales in your future, and I bet that customer might also be walking out with a purchase, too.

 

Doug Fleener is an excellent source for information that will increase sales in your retail store or restaurant. His newsletter is FREE. For more information go to:

http://www.dynamicexperiencesgroup.com/

Doug Fleener

  • 10 Computer Software Programs You Really Need (#9)

LogMeIn is a FREE program that will allow you to access your home, office or business computer from anywhere in the world.

 

Simply install the LogMeIn on your home, office or business computer. Installation is simple and takes about two minutes.

 

Once installed, you can access your home, office or business computer by going to the LogMeIn website and entering your user name and password.

 

Once you are logged in, you will be operating your home, office or business computer from the remote site just as if you were typing the keys on your computer. So, for example, let's say your computer is at home in New York. You are in a hotel in San Diego. You need to find someone's name and address that you have on a spreadsheet on your home computer. You go to Logmein.com, enter your user ID and password, and use your computer just like you were sitting in front of it at home.

 

For $69.95 (or less), you can purchase LogMeIn Pro. This edition will allow you to copy files from your remote location to your present location. Alternately, you can use the free version of LogMeIn along with a free email account such as Aol or Yahoo to send data from your home computer to your Aol or Yahoo account which you can access from your present location (such as your hotel room). The free version of LogMeIn also let's you cut and paste information such as text from your remote location to your present location.

 

It's free, easy to use. and a great asset for anyone who needs to access your computer from a remote location. As a retailer, LogMeIn will allow you to enter Cash Register Express or Restaurant Pro Express from any remote location. You can see reports, customers, daily totals, and even enter sales and print a receipt from any remote location.

 

Need help? You can allow a friend or computer expert to access your computer from a remote location giving that person temporary control of your computer.

 

For more information about LogMeIn, go to:

 

https://logmein.com/

 

LogMeIn.com



 

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