and the various restaurant parent companies.
“Before we introduce any item, we make it
clear to the franchisors that we have to tweak
the recipe with them. We let them know that
we need to make this change to compete in
the local market.”
These changes may include adding spices,
adjusting the salt or sugar content and
introducing local ingredients. Such alterations
are important, but are not implemented
broadly across the menu. Similarly, Jean Paul
says new or localised additions never
comprise more than 20 per cent of a
restaurant’s menu. “That’s the number we
work on. With everything we do here in
Manila, we have an eye on that number.”
Fine-tuning the menus ties in with
another important element of the Group’s
business model, which is its strong customer
focus. It employs a network of mystery
shoppers to visit each restaurant regularly
to ensure the franchisees are maintaining
high standards covering food, speed and
friendliness of service. The Group also ensures
customers have visual reminders that they are
open to comment through its real-time
feedback system, where customer complaints
go all the way to the company’s marketing
manager, vice-president and Jean Paul himself.
Internal auditors visit each restaurant at
least once a month and report back on
quality of service and food as well as the
overall atmosphere of each location. The
latter is vital; not only does each franchise
need to consistently serve good comfort food,
they need to warmly welcome each visitor.
Tasks such as welcoming visitors do not
just fall to junior staff, as management and
executive level staff are expected to be visible
and highly energetic. The Bistro Group
maintains a culture where everybody is asked
to pitch in and no staff is allowed to eat“Ennobling and rewarding. These words aptly describe
working with The Bistro Group. Challenges attending every
single business with them are welcome opportunities to
grow more, if not excel. Getting past each transactional
hump is worth celebrating for the learning that adds value to
our organisation. Proud business partner, indeed. Kudos! –
Sherwin Choi, President, ESV International CorporationHalf page advert
ESV International