Fresh versus the wait…
So when we started we decided we wanted to do fresh food and we mean fresh. That meant minimal preparation so we weren’t presenting a lettuce that looked a wash cloth, or bread that was that little too chewy from sitting on a shelf for a few hours whilst it admired the work of the cooking staff… So our amazing chefs Sally and Carol looked at our processes and decided we were going to go full on fresh and only prepare food where it wouldn’t cause a degradation in the final quality we present to the customer.
But here is the thing, does the customer want fresh or do they want convenience?
We try to keep everyone informed - we have signs – due to food being freshly prepared – blah blah, and the girls have been educated that if a customer must wait over ten minutes for their food, then they let them know and explain, before they order. Whilst this works for the majority and most people are happy to wait there are the few, who at peak times simply do not wish to wait 20 minutes for a gourmet burger. Truth be told if we didn’t say anything they probably wouldn’t notice, but where quite a few of our clientele are coach parties or we bear in mind that it costs a small and increasing mortgage to park in Marlborough, our moral obligation jumps forward and we feel it best to share and inform.
We did our research “Small Restaurants certainly have plenty of time to engage their customers. According to the study, the average wait per party is 23 minutes, but nearly a third of all parties are waiting more than 30 minutes. Eight percent wait longer than 40 minutes”
So then the next question becomes how do you engage the clientele whilst they wait. So here whilst we moved away from most of the old ways, we kept the news channel still coming in on the Television inside, we have music inside and outside and of course the now obligatory wi-fi at a great speed. We also offer colouring for the kids, treats for the dogs and Newspaper (if you aren’t late enough that someone has taken them to their new home).
So where that isn’t enough, what do you do? For now, we have decided that “fresh is best” and the way to go and that we will stick to the values of good honest food over the ever growing trend of “we need it now”. I guess our hope is that there is the extra ten minutes to enjoy the conversation and let your appetite bubble as our wonderful chefs get to work. And for those hampered by coaches – We are truly sorry, we really are, we would rather you stayed and had a lovely lunch, but don’t give up on us, come back next time, we promise its very you..