Our local Thai hole in the wall can turn out delicious food, depending on the luck of the draw. Once in the kitchen, we all become “chefs”, but the customer suffers when the artistry in the kitchen is lost. It’s the quintessential problem with mom and pop operations. We are never quite sure who controls the stove.
It’s a critical issue with small, family owners businesses — they are consistently, inconsistent. The fallout? The brand gets diluted, the consumers get disillusioned, and loyalty begins to slip. And then they wonder why sales show a downward trend.
I often teach my students that growing a business is a lot easier than managing that growth, consistently well, over time. Till then, I will keep hoping that the the right person is in the kitchen to keep me coming back.
About Hemant Rustogi