80% of the seats were unoccupied on Mother’s Day. 10 years ago you couldn’t have gotten a table without a two hour wait. From open to close this restaurant was the place to go. My friends and I would sometimes meet up for a really late 3PM lunch just to be able to eat there. Now you can stroll in anytime of day, on any day, even a holiday weekend, and get a table right away. What happened?
I’ve heard business experts say that every business has a business cycle that inevitably ends with a final revenue decline. The more I think about it the more I think that’s a lot of hooey. Businesses with management and staff that truly care about customers, understand customers and are willing to serve their customers, these businesses need not face the inevitable decline.
Is revenue decline inevitable or is it a self-fulfilling prophecy?
Do once popular places become less popular because customers just stop being interested? Can we count on this inevitable cycle for all organizations? Or are declines in a once popular business a self-fulfilling prophecy? I vote self-fulfilling prophecy.
This restaurant has good mediterranean-style food, heavy on the veggies. After being open 15 years even the atmosphere is not all that dated, it has a warehouse feel with great seating and lighting. The reason for their decline is not because the public is no longer interested in their theme or style of food it is because the management and staff have forgotten to care.
Surprised the restaurant was relatively empty on this day I started looking around for clues and found the answer was in the details. The bathroom was a bit dirty, the walls a bit worn, it took a long time to get seated even though no one was waiting, the Mother’s Day menu had rules (no ordering sandwiches only full entrees), the floor was dirty and some of the dishes too. The usual clientele probably noticed all this and found a new place to frequent. Since an empty restaurant begets an empty restaurant it was empty. When the employees stopped caring all the little things that make a place great stopped being attended to.
Conversely there are some restaurants in our area that have been around for four decades. These restaurants just keep trying. The staff is always welcoming and friendly. The restaurant is clean. They may offer fun specials. They take time to chat with their regulars. They are part of the community or even develop a little community. These restaurant owners care.
Do you think you members would tell you that your organization has forgotten to care if they could?