By Lakshya

Currently the major bustling food streets and the hoity-toity restaurants seem like a thing of past. Rather the industry seems to be on a shakier ground than suspected; the tight cashflow, high overloads and high reliance on tourism has painted a bleak picture of its recovery. Many quick-service restaurants (QSRs) which rely on borrowed funds and day to day income, without sufficient working capital, will be the biggest losers.

After the relaxations set in and the restaurants start to function at optimum capacity, the restaurateurs will be on an alien turf. Post crisis, a chunk of customers will be hesitant in dining-in. The customers will prefer the physical-distancing leading to increased curb-side pickups or home deliveries. They will be a much more wary and demanding customer, not necessary relating to the price or selection, but in regard to the perception of safety, cleanliness, and overall quality.

Post Covid, the restraints will have to bring a major overhaul in their business models. The QSRs will have to bring about a change in the design-layout of their restaurants; increasing spacing between tables and greater access to hygienic products. Cleanliness will be the differentiator and imperative will it be to make the customer know of it. Moreover, they can adopt “Transport-friendly” menu and using extra employees as the delivery personnel to avoid using food aggregator platforms and paying a hefty fee for it. The supply-chain will have to be revamped to adopt the method for tracking and reporting on all products from their point of creation or growth to the production facility, to the warehouse, to the broadliner, and finally to the restaurant. Also, maintaining customer-relationship through loyalty programmes, coupon discounts and especially hygiene assurances can be the crucial way forward.

This is an unchartered territory, and all signs point to the likelihood that the restaurants as we know are not coming back for a while. Hence, the restaurants will have to modify their strategy and simplify their working to adopt the new “Normal”.

People have been drawing parallels to the Spanish Flu that broke in 1918 which killed about 39 million people i.e., 2% population of the world at the time. Just like the great influenza, the ancient common sense of quarantining is back and vaccine is still unknown. What differentiates today’s quarantining is the technology. People are getting accustomed to covid vocab which includes words like covidient, coronic, zoombombing, quarantine and virtual happy hour to name a few. Whether the people will get back to the ‘normal normal’ or adapt to the new normal remains a topic of debate because of its virtue of being subjective. While some believe that physical bonding is in the nature of human beings and people will ultimately get back to the lives where more human touch was involved, some cite that hugging and shaking hands will remain susceptible for a longer time. There are contrasting views whether people will freely go to concerts or have music sessions over spotify. Whether they’ll attend the office again or stick with work from home culture. Whatever be an individual’s take, mask is surely to remain in vogue.

What stands on the other end of the tunnel are the businesses. Since ages, businessmen have been following the mantra of ‘Change is the only Constant’ and it’s time for them pace it up. Restaurants and all other eatery outlets will have to make themselves technology savvy to be able to serve with zero or minimal touch points. Many will have to revise renovations to enable takeaways and drivethrus, for customers would be reluctant to resume their dine-out habits. Customers will have to settle for increased prices and delayed deliveries if they want their food ordering outlets to be completely safety certified. Dark kitchens and curbside services will become the new norm.  And not just this, supply chains will move to centre stage with declining dependence on China and many will look for the local vendors instead.

To conclude, corporate and entrepreneurs will have to implement managerial and behavioural changes at each level. To keep up the employees’ enthusiasm amid the wave of layoffs and salary cuts, leaders will have to be on their toes 24X7 and that too virtually.

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