Keeping operational cost down is an essential part of staying profitable. However, there is a paradox in play. Streamlining operations can undermine the customer experience, reduce the value customers see in your offering and miss out on an opportunity to increase customer loyalty.
When the Atkin’s and South Beach diets encourage people to reduce there intake of carbohydrates many restaurants felt compelled to charge extra for substituting items on the menu. “Could I have a few sliced tomatoes in place of the hash browns” lead some to reprint their menus with the extra charge clearly note.
Seeing the glass as half full! There seems to be a growing number of people who are discovering they are gluten intolerant and must avoid all wheat products. Then there are others who prefer whole grain products. Café Pomodoro chose to turn this into a welcome sign. At the top of their menus they state “We gladly substitute whole grain or gluten-free pasta at your request.”
Sure, delivering on this requires a little more effort and cost on their part, but consider the benefits. First, both the gluten-intolerant and whole grain enthusiasts can dine-out at an Italian restaurant without being made to feel awkward. Second, they seldom dine alone so at least one other person now sees Café Pomodoro as a favorite. Then there is word-of-mouth. Not only do those with special diet needs become vocal, so do their dining partners. And, they tend to tout other aspects of the Café Pomodoro dining experience as well.
Interested in learning more about related issues? Check out our free newsletter, Hooked: The Psychology of the Customer Experience.
