Issue 1 2015
Are your customers #hangry?
SHOWS COMING UP: Complimentary ticket attached!
Find fabulous flooring for your winter upgrade
BREAST IS BEST:
What’s your policy? Kobus Wiese
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PUBLISHER AND EDITOR-IN-CHIEF Hilary Ward 082 330 1981 hilary@rbmag.co.za CONTACT PO Box 1346 Cresta 2118 10 James Hyde Place Montgomery Park, Johannesburg 2195 +27 011 782 8636 088 011 782 8636 www.rbmag.co.za @restaurantbusinessmag @resbizmag DESIGN The Urban Art Room www.theurbanartroom.com
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restaurants 4
restaurants
6
cover story
10 find fabulous flooring 12 breast is best 16 are your customers hangry? 18 fast forward to foodbiz ON THE MENU INSPIRATION: ‘Tis the season for warming winter plates and Sunday brunches fireside, at Makaron (bottom); Terroir (left top and middle); and Waterkloof Estate. ON THE COVER: Kobus Wiese of Wiesenhof group talks about
Winter menus feature meat terrines and cheddar cheese; steak or fish and winter veggies;
finding new markets in unexpected places. See page 6.
and a choice of estate wines or craft beers included in the price.
ABOVE: Winter plates and Vietnamese poh feature on the comforting, pared-down winter menu of Michael Broughton’s Terroir restaurant. 4
WIESENHOF GOES GOLFING
Kobus Wiese is spending more 4me on the golf course these days, than on the rugby field. We don’t know what his swing is like, but we do know the coffee is good. And that Wiesenhof’s ‘golf model’ is an inspired growth strategy for the group. 6
O
One of the major challenges in the restau-
Having established a solid presence
rant business these days is finding premises
and great brand equity in high street stores
to expand franchise stores in an oDen over-
as well as hospitals and offices, Wiese has
traded market, in which landlords some-
now captured a large slice of a new and
4mes seem to hold all the best cards.
burgeoning upper end market – golf clubs
At the same 4me, many sectors of business, such as corporate, leisure,
and estates. Wiesenhof has always maintained a
healthcare, etc., struggle to provide cost-
slow and steady expansion strategy, and with
effec4ve, quality catering to their staff,
its acquisition of a controlling stake in Café
members, pa4ents and customers because
Dulce in 2013 has spent the last few years
it is not their core business. Outsourcing
aligning both brands to the group’s SOPs and
the catering func4on can be the solu4on,
culture, which is based on a supportive
but outsourced catering services oDen
‘happy family’ model, albeit with stringent
don’t need meet the standard of high
operating procedures and standards.
street restaurants. Overcoming this challenge to trade in
Wiese originally built the Wiesenhof brand around the concept of great coffee, plus
cap4ve markets has become one of the
an authentic South African experience and val-
hallmarks of success over the years for Ko-
ue for money. Acquiring Café Dulce added
bus Wiese’s brand – Wiesenhof Coffee
continental flair to the group’s offering.
Holdings (WCH), which trades the Wiesenhof and Café Dulce coffee shop brands.
The fact that Wiese himself is a household name has helped – he is s4ll regularly approached by adoring fans for whom he will always be Mr Rugby rather than Mr Coffee, but Wiese has not traded on his fame. Instead, he has poured that same passion and dedica4on and commitment and capacity for hard work into the Wiesenhof business. For him, it’s not just business – it is personal.
8
Flexibility is the key to success in the
There are regular func4ons and a con-
gold club and estate market – and the fact
stant stream of visitors. For those who live
that Wiesenhof is a mid-sized, independent
on golf estates, having an on-site restaurant
group, rather than a corporate monolith
means they never have to leave home.
has enabled them to be quicker on the up-
But even a cap4ve market can only be
take in adap4ng their business model and
op4mised with good foodservice manage-
opera4ons to a very specific environment.
ment. Most of the facili4es that Wiesenhof
Each golf course and golf estate has a
took over were shabby and 4red and need-
different business model and different ca-
ed a complete revamp to create a modern,
tering requirements. Some golf clubs have
professional, welcoming ambience. In some
own-branded Wiesenhof or Café Dulce
cases kitchens were overhauled as well, to
coffee shops, although the branding is very
modernise them.
low key, while some of the facili4es are co-
The group also has a stringent oper-
branded with the club’s iden4ty but are ca-
a4ng manual to ensure consistency and has
tered and managed by Wiesenhof.
had to spend 4me training and managing
At Royal Johannesburg, for example,
exis4ng staff to standard. The supply chain
Wiesenhof is providing a turnkey catering
has been turned around by the endlessly
solu4on for several club venues –including
energe4c Brigid Jaucot, who is marke4ng
a restaurant and pub with outdoor areas,
supply chain manager for the group.
conferencing, banque4ng and mee4ng rooms; and even vending.
PuSng just these basic foodservice management principles into place has al-
The golf club and estate lifestyle
ready yielded results, with golf courses like
lends itself to serving a captive audience
Woodhill and Copperleaf seeing a huge in-
at every juncture of the day, and every oc-
crease in turnover – as well as member and
casion when eating and drinking happens.
resident sa4sfac4on, as the quality of food
It is a hugely sociable lifestyle – no-one
and service improve.
plays 18 holes, or even nine, without wanting breakfast first, and socialising with fellow g olfers over lunch or a few drinks afterwards. 9
B
Beautiful wooden flooring instantly envel-
self-defence technology prevents the build-
ops guests in a warm, natural and charming
up of harmful bacteria, viruses and mould.
ambience. But hardwood and laminate
This ensures easy cleaning, with less water,
floors are not a practical choice for the high
fewer chemicals and less energy, reducing
-traffic hospitality sector.
maintenance costs and environmental impact.
The needs of restaurant flooring ex-
While adding the ambience of real
tend beyond aesthe4cs and should include
wood floors, the EchoWood range removes
durability, low maintenance, ease of instal-
the maintenance hassles and costs associ-
la4on and cleaning, environmental and cost
ated with wood. It is stain-resistant and
factors, safety and comfort.
water-resistant and does not require spe-
Thanks to an innovative development in fabulous flooring by WanabiWood, hospitali-
cial wood cleaners or polishers. It is also the sustainable flooring alter-
ty establishments can now have the best of
na4ve for responsible establishments man-
both: the aesthetically-pleasing ambience of
aging their carbon footprint. The high ther-
wood, in a flooring solution that ticks all the
mal conduc4vity and improved insula4on
boxes for a smart flooring choice.
of vinyl adds a warm, soD surface that will
So it’s not surprising that you can find WanabiWood floors in leading restaurants
also save on hea4ng and cooling. For restaurants planning an upgrade
such as Spur, Wiesenhof, Fahrenheit, Dulce
or renova4on, the 4me and disrup4on
Café, Lingelonga and the Protea Hotel, as
associated with the installa4on of flooring
well as many trendy retail spaces.
are crucial considera4ons. EchoWood vinyl
With its deeply-embossed effect in 16
flooring is available in a floa4ng, click sys-
beau4ful colours, WanabiWood’s
tem that is easy to install, even over ex-
EchoWood luxury vinyl is a prac4cal and
is4ng flooring, to deliver a quick and hassle
stylish choice that reduces noise and is slip
-free turnaround 4me.
resistant. In a sector where cleanliness,
EchoWood’s range of products is im-
health and hygiene are top priori4es,
ported and supplied to retailers and shops
EchoWood provides the first flooring solu-
nationally by WanabiWood, which focuses
4on that ‘cleans up aDer itself,’ thanks to its
exclusively on quality green products. Visit
an4-bacterial nano-silver technology. This
www.wanabiwood.co.za.
10
Fabulous flooring that ticks all the boxes
WanabiWood flooring at the new Wiesenhof coffee shop at Royal Johannesburg Golf Club
Most restaurants take the opportunity to renovate and revamp in winter when trade is slower. If it’s new flooring you are after, consider WanabiWood’s EchoWood range. It ticks all the boxes: Beautiful. Durable. Cost-effective. Easy to install. Practical. Sustainable. Green. Warm. Comfortable. Water-resistant. Slip-resistant. Hygienic. 25-year warranty.
11
Put a blanket over your head: Part 1
S
South Africa, it seems, has a long way to
Why is support for breastfeeding important?
go in its acceptance of breasVeeding in
The debate around breastfeeding in public
public as natural, normal, unremarkable –
has been somewhat trivialised as a concern
and incredibly important for the health of
about people being ‘offended’ by the possibil-
our smallest ci4zens.
ity that they may catch a glimpse of a naked
Restaurants can play a huge part in
breast (unlikely). But breastfeeding in South
suppor4ng and normalising breasVeeding
Africa is actually a matter of life and death.
in public places through adop4ng enlight-
South Africa has one of the lowest
ened family-friendly policies. But many
rates of breasVeeding in the world – and is
restaurant operators are s4ll uncomforta-
one of only 12 countries in the world
ble with the idea themselves – and worry
where infant mortality is rising. BreasVeed-
that their customers may be too.
ing is one of the most important interven-
The message is that it’s okay to be
4ons in preven4ng infant deaths, and has
uncomfortable about it – but let’s evolve.
been adopted as a health priority by gov-
Our culture has taught us to think of
ernment and the WHO.
breasts only in a sexual context. But this is
For middle class parents—who may
both unhealthy and hypocri4cal. Breasts
be a market of more concern to restau-
are designed by nature to feed babies –
rants—exclusive breasVeeding is oDen an
that is their purpose. So why are we com-
important part of their paren4ng philoso-
fortable with cleavage (and more) being
phy for the health and wellbeing of their
displayed all over the place – but deeply
babies. Middle class parents are also more
offended by the sight of a baby being fed?
likely to stand up for their rights.
At the same 4me, restaurants move
Restaurant Business magazine is en-
heaven and earth to accommodate smok-
couraging the restaurant industry to get
ers – although smoking is arguably both
behind this really important cause by sup-
unhealthy and an4social – but do very
por4ng family-friendly values. ADer all,
liWle to accommodate families, who are a
shouldn’t everyone in your restaurant be
lucra4ve market segment.
enjoying their meal?
12
In January, Wimpy in Hartswater created a media storm after putting up a ‘no breastfeeding’ sign in the store. An irate mom posted a photograph on Facebook; the controversy went viral on social media, and was subsequently picked up by the mainstream media. So how should restaurants respond when moms who breastfeed at the table, and to other customers who complain? South Africa has been slow to adopt breastfeeding activism, but for the industry it could become the ‘no smoking’ issue of this decade.
13
How to be a family-friendly restaurant ●
●
●
●
●
Adopt a breasVeeding -friendly policy
Our suggested breas>eeding policy for
(see our suggested policy) and hang
restaurants:
the framed policy and/or a breasVeed-
We are a proudly
ing sign where they are easily visible.
family-friendly
If other customers complain, explain
taurant,
the policy (or give them a copy to
want all our custom-
read) and the reasons for it, and offer
ers, young and old, to enjoy their food.
to move them to another table.
Our policy, therefore, is that mothers are
Train your staff to know the policy and
welcome to breastfeed their babies wher-
to be considerate of breasVeeding
ever they are most comfortable, whether
mothers.
at the table or in our baby room. We sup-
Provide a baby-changing and
port the government in encouraging
breasVeeding room for moms who
breastfeeding to combat rising infant
prefer to breasVeed in private, but DO
mortality rates. Kindly ask your waiter to
NOT locate it in the toilet.
move you to another table should you be
Where employees are concerned, it is
uncomfortable in any way.
recommended as part of the code of good practice to allow staff who are breastfeeding to have two 30-minute breaks in the day to feed or express milk for the first six months after birth.
When is it okay to display your hooters in a restaurant? To comment on this ar@cle, email hilary@rbmag.co.za or tweet using the hashtags #breas>eedinginpublic and #resbizmag or join the discussion on our Facebook page. Your comments may be included in Part II in our next issue. 14
and
reswe
Are your c
#HAN
And what to do ab
D
Dealing with irate diners is all in a day’s
The good thing about hangry custom-
work for restaurants—and some4mes it is
ers though, is that they are easily tamed. If
the restaurant’s fault, whether due to poor
drinks and appe4sers make an appearance
service or disappoin4ng food.
in double-quick 4me, and service is effi-
But there is a par4cular kind of angry customer restaurants should recognise— the ‘hangry’ diner, who is angry only because they are hungry. I’m not proud to admit this, but sometimes I am that hangry customer. I need my
cient, the hangry diner will soon turn into a beaming, placid, apologe4c over-4pper. Some simple strategies can save your waiters’ 4ps, avoid unpleasantness and ensure that stressed out customers leave happy and well fed, vowing to return.
food and I need it now! I’m hungry and tired and stressed and in a hurry and it’s been a
1. Serve free appe@sers
bad day and where’s my bill, dammit!
This is a tried-and-tested way to buy the
There’s also a good chance I have a small child with me who is about to have a
tomers go on the rampage. Free appe4sers
meltdown, because she’s also 4red and
should not be too filling and should be cost
hungry and… well, you get the picture.
-effec4ve for the house. Some op4ons are:
There is a good physiological reason we
By Hilary Ward
kitchen 4me to get meals out before cus-
● The ever-popular bread basket
get irritable when we are hungry—low blood
Doppio Zero does this really well, with inter-
exacerbated by the fact that modern life
esting breads freshly-baked on the premises,
dishes up a lot of rushing around and stress.
olive oil and balsamic vinegar to dip.
16
customers
NGRY?
bout it if they are ●
Cocktail snacks
3. Keep the kids happy
The old Sam’s Café in Melville used to serve
Small children don’t have the pa4ence of
a bowl of warm, marinated olives for nib-
adults. When they’re hungry, they’re hun-
bling on with drinks.
gry, and meltdowns are not far off. Distrac-
●
4on works well in the form of crayons and
Tas@ng por@ons
Test and promote new or signature menu
colouring-in pages, but make sure that
items by offering a tantalising mouthful.
healthy appe4sers are served quickly too,
Alan Pick’s Butcher Shop restaurant in
and priori4se orders from the kiddies’
Sandton, serves a small bowl of sliced
menu. Their parents will thank you—and so
boerewors in a delicious tomato sauce.
will your staff and all the other diners. A small bowl or side plate of cucumber, baby
2. Plan for fast food fixes
tomatoes and crisps with dipping sauce, or
Have a few items on the menu that are
fruit can be a lifesaver for liWle ones.
guaranteed to come out of the kitchen in record 4me—and recommend these to
4. Serve drinks on the double
customers who are in a hurry or have that
When customers are hungry, having some-
’hangry’ look in their eyes. The reverse is
thing to drink soon aDer they sit down can
also true—advise customers that certain
stop them from becoming ’hangry.’ Train
menu items take longer to prepare. It’s also
waiters to take drinks orders as they deliver
a good idea to have this printed on the
menus, and ensure that these are served
menu.
promptly. 17
THEY COME TO DO BUSINESS
John Thomson of EMS, organiser of SAITEX, AB7 and FoodBiz.
Serious product and ingredient sourcing is
S
‘ The exhibi4on just gets bigger and beWer
the name of the game at Africa’s Big Seven
each year,’ says John Thomson of Exhibi4on
(AB7) and FoodBiz —with 1 000 exhibitors
Management Services. ‘In its 22 years of
from 39 countries, easily the largest mul4-
delivering business opportuni4es AB7 has
na4onal food and beverage show in Africa.
grown into one of the most successful and
AB7 is co-located with SAITEX and fea-
effec4ve business networking plaVorms in
tures seven food and drink exhibi4ons inone, including FoodBiz, the hospitality
the world.’ Among the highlights this year are
exhibi4on, which has proved 4me and 4me
poultry products from Ukraine; the new
again to be the most popular and well-
French and Italian food pavilions; and ha-
aWended segment of the show.
laal, kosher and vegetarian products.
Business matchmaking is an excellent
Fedhasa will exhibit for the second
way to make the most of the limited 4me
4me this year, following its successful de-
available. Online visitor registra4on is now
but at AB7 2014. GM Tshidi Mkhosana says,
open for the event taking place from June
‘Visitor response was highly encouraging.
21 to 23 at Gallagher Conven4on Centre in
We generated 130 posi4ve leads and over
Midrand. At the same 4me, the business
70 stakeholder contacts. Many visitors
matchmaking facility enables visitors to pre
signed up as mem-
-arrange mee4ngs online. More infor-
bers there and
ma4on is available on the organisers’ web-
then on the
site at www.exhibi4onsafrica.com.
stand.’
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