INSIGHT
Putting people
first
Prestige Food & Wine may not be the largest supplier, but its ability to thrive illustrates a special understanding of how to keep customers happy. HERE TO SERVE As a supplier of Italian food, wine and catering products over more than 25 years, Prestige Food & Wine understands the importance of quality better than most. But businesses can only truly succeed if this runs parallel with exceptional service. A small- to medium-sized company like Prestige has to battle much bigger operators, with higher budgets and a broader marketing scope. But as we all know, hospitality and foodservice in 2025 are complex animals – and knowing your key demographics, plus how to keep them happy, can level the playing field dramatically. “The products have to be of the right standard but ‘reliability’ is the key factor in retaining customers,” said Prestige managing director, Massimo Puzone. “They are happy to pay a slightly higher price if they know they are going to get what they want on time. “We still do business with some of our customers in the old-fashioned way, with reps placing orders on their behalf – but most of it is online, so that experience is 20 230_P&P_Oct25_p20-21_Insight_G AB.indd 20
very important. We try to put ourselves in their shoes, making the process as easy as possible, doing our utmost to eliminate confusion or ambiguity. “If someone calls customer service because they need something made clear about an online product, then we are doing something wrong and look at how to fix it. If there’s any confusion,
you lose trust – it’s as simple as that. The world of e-commerce is unforgiving: small errors can have a hugely negative impact on business relationships.” TARGETED MARKETING As a B2B company, Prestige aims its products and services at a specific audience, supplying primarily to
www.pizzapastamagazine.co.uk 08/10/2025 12:08