The restaurant called “Friend’s Cabin” was established by the interviewee’s father 10 years ago. It is currently managed as a family enterprise with the interviewee and his brother taking care of the operations of the establishment. The interviewee and his sibling (a brother three years his senior) earned a degree in Economics but has been introduced to business by his late father since he was young. The interviewee is also a holder of Master’s Degree in Business.
The restaurant’s value proposition is to simply provide good and healthy food in a friendly and clean environment. There is no information on the ownership structure of the company except for the fact that this establishment was handed down to the siblings upon the demise of their father.
The establishment’s operations are divided into five levels of work. According to the interviewee these are:
- Maintaining a clean, aromatic and beautiful infrastructure;
- Creating an interesting menu with authentic as well as innovative recipes;
- Fetching best and fresh ingredients from market;
- Managing a full-fledged kitchen staff; and
- Providing very friendly customer-service.
The interviewee’s role is to ensure that these areas are fulfilled to the best possible extent. While there was no mention of specific team-work examples, it is assumed that the staff of the restaurant is working diligently because of the positive attitude of the restaurant managers. This is because the restaurant is built under a very friendly atmosphere with very family oriented core values, which does not require them to acquire external support. The establishment does have external legal counsel for helping out on minor legal issues, if any.
The restaurant does not have e-commerce although many customers have asked or have suggested that the restaurant embark on it. The interviewee understands that it would be beneficial in expanding the restaurant’s client base.
The establishment’s ethical code is simple. They would endeavour to provide the highest quality of customer service possible, instead of merely profiting from their operations. The managers are motivated to uphold the good name of the original proprietor of the establishment, hence follows this ethical code strictly.
The establishment also has some company social responsibility aspects that are bourne from the tradition established by the original proprietor of the restaurant. Although it is not publicized, the establishment distributes free foods among the poor every week and arrange for clothes and blankets for the poor with a part of our monthly profit.
Because of the very good service that they provide, this establishment is shielded somewhat from the global economic slowdown. The interviewee stated that their revenues grew by 3% in the previous year, despite the economic recession. This could be explained in part by the fact that a restaurant is a venture that centers on food and food has a near recession-proof growth curve.
This interview has taught me the value of customer service ahead of profits. I always believed that good money follows good ideas and certainly, the idea of providing good service, great food and being responsible to the establishment, to the customers, to the staff and to the community will help the establishment gain both financial and non-financial rewards in the short term and in the long run. This establishment shows that that kind of balance can be achieved and that a manager can enjoy what he does well and still be very successful in what he does.
References
Kitching, J. Have Small Businesses Beaten the Recession. Academia.Edu. Retrieved from http://www.academia.edu/799452/Have_small_businesses_beaten_the_recession, 2013.
McNamara, C. All About Strategic Planning. Free Management Library. Retrieved from http://managementhelp.org/strategicplanning/ (n.d.)
