Question:
I run a cafe and bakery. We’ve been doing takeout/delivery and creative solutions this month such as selling specialty cheese and pasta. But I want to use this downtime to plan for reopening. What changes can/should I make now to get a jump on things?
– Owner-operator, Philadelphia
Answer:
After COVID-19-related closures, when things start to reopen beyond takeout for those fortunate enough to be able to, there will be a “new normal” for restaurants.
One of the most important considerations is that reopening won’t be immediate, where one day you’re closed, and the next day you’re back full force. In the month or two (or more) you will have been closed, many of your customers will have lost jobs or experienced the illness or death of a loved one, or may remain skittish about going out into the world, especially if they have other health conditions or are older adults. While some regulars will run to your door as soon as it opens (I already have my Old-Fashioned and smoked turkey tails order planned for when my favorite restaurant reopens), others may not return immediately or at all. It may also take the supply chain a while to catch up. Just as retailers are experiencing shortages of certain products, as wholesalers adjust and then readjust, it may take some time before ordering from your distributor is as easy and reliable as it once was.
While reopening timelines and rules will vary by state and municipality, there are some general themes that I think we can expect:
- Loss of seating. Tables and bar stools, if/when allowed, will be spaced farther apart than usual.
- Preference for no contact. Even if allowed, many guests will continue to prefer no-contact methods for payment and food pickup.
- Delivery and takeout. Once dining rooms reopen, don’t expect delivery and takeout to fall off dramatically. I think we’ll see a slow decline there to reflect the slow uptick in full service.
- Staffing woes. While most restaurant workers are currently out work, don’t expect to call everyone back. Many have moved on or are being more selective about jumping into less-than-optimal situations.
- Masked staff. Employees may be required to wear masks and gloves in some or all roles. Employees’ temperatures may also have to be taken and documented at the start of shifts.
It is great that you are thinking of how you can get ahead of things, and with this new environment in mind, think through your concept and processes. How would your revenue look with distanced tables? How do servers and bartenders in masks work for your concept? And what creative solutions can you devise? For example, should you switch from table service to contactless counter service? In general, my advice is to keep it simple for this uncertain time: A limited, easily sourced and executable menu; no-contact ordering and service with an option to eat in (where allowed) or take out; and a traffic flow for both employees and guests that minimizes potential contact and bottlenecks. It will be some time before we return to the relative normal of February 2020.
More on restaurants reopening here.