Restaurant India and Franchise India Group have always set a benchmark with their Indian Restaurant Congress and Awards, which is hailed by the restaurant fraternity for being a world-class show on the business of restaurants in India. The recently held Bengaluru edition on February 2, 2023, at the Sheraton Grand Hotel was a big hit among the restaurant and food service fraternity.

Here are the top 8 key takeaways from Restaurant India Bengaluru Show:

Keeping Customer at the Top: There’s no denying that customer is the king. Globally, 90 percent of successful restaurants share that they first focus on the customer. Whether it is about listening to them and integrating what they say, customer is kept at the top. “Customer experience is the core of our business, which converts into revenue. We need to remember that your customer is thinking engagement. He wants you to hear his feedback and those tiny things that he wants you to consider,” pointed out Shikha Nath, Culinary Director, Charcoal Concepts that operates award-winning restaurants such as Copper Chimney and Bombay Brasserie. She also mentioned that if a customer shares some important/valuable feedback, a restaurant owner/staff needs to make sure it is incorporated and communicate the dame with the customer. It’s about delighting, and creating a memorable experience for them.

Empowering your Staff: Employees can make or break a restaurant. When they feel valued, know they are heard, they contribute directly to the success of the place.  Today, therefore, many restaurants are focusing on creating an atmosphere where their staff is acknowledged for their work. According to Sunil Nair, Chief Strategy Officer, Third Wave Coffee, it’s important to retain your staff in an industry where the attrition rate is at the highest. “We announce and award employee of the month, and celebrate it in a different way by personally visiting their home and inviting their parents to the office. The award is presented by the parents, and we tell them that your son/daughter is working at a reputed organization. That helps in retention,” he added.

Technology is the Game Changer: “AI and tech help us get the consistency, minimize the manpower, while increasing the speed and creating a wow experience for the people,” said Mahesh Reddy, CEO, GoPizza India.

Product Differentiation is Important: Today, the most important thing is differentiation. It’s not about being average but also standing out of the crowd. “We are enabling scale, and the broad model we are using is customization where we are making bespoke products that are standardized. We are working with restaurant marketing and culinary team on how we can bring out the differentiation and create an everlasting experience for the brand,” shared Manu Bajaj, Founder & MD, NuTaste Group.

Right Way to Customer Acquisition: “There are three important things to get the right customer. The first is ‘Discovery’, which is making sure your brand is discoverable to all audience. Second is ‘Accessibility’ - once they discover your brand, how easy it is to make a reservation. Third is ‘Retention’ - how proactive are you in customization,” pointed out Dawn Thomas, CEO & Co-Founder, V&RO Hospitality that operates restaurants like Badmaash and Café Noir, etc.

Experimentation is the Key: The past few years have seen the culinary side of the kitchen innovating into bars. “In the last two decades, I have witnessed that there used to be a tremendous demand-supply gap, which has since been filled. Twenty years ago, patrons used to visit a bar and just have a straight drink. The cocktail culture was about a classic pina colada, mojito and Long Island Ice Tea. However, now, in the past 5-6 years, India is grappling with a new demand of experiential customers who are coming to the bar and looking forward to trying something new there,” added Pravesh Pandey, Founder & Director, Handcrafted Restaurants.

Great Businesses Attract Funds: “We follow three simple rules when we look at funding a brand - great business model run by a passionate business owner who understand his business; market; and most importantly, a business that doesn’t ignore its customers,” shared Vikram Ramasubramanian, Partner, Inflection Point Ventures.

Fun Dining and Not Fine Dining: Today, people go to a restaurant not just to have food but for a fun experience. “I think in the 19th century when the entire fine dining ecosystem was evolving, it was a rigid situation - it was for the uber rich, finest and English educated people who would appreciate ‘cuisine’. But now when we are in 2023, it is difficult to find time for such kind of experience. So, now it is about convenience and fun, rather than fine dining,” said Chef Avin Thaliath, Co-Founder & Director, Lavonne Academy of Baking Science & Pastry Arts.