Every morning with the newspaper (yes, we still subscribe to them because of the information on sales & local deals) we get inserts on new restaurants in Delhi or Gurgaon that have opened. Many of these inserts are pretty basic with the menu & contact details but some of them get creative with the design, proposition & content. Very often we end up trying out these new places especially if they come recommended by friends.
What I've noticed is that restaurateurs are trying new themes to attract customers & stand out from the crowd. This means that they make an attempt to differentiate their interior, ambience, service & the menu from what's out there.
Some of them actually succeed in this endeavor, at least for some time. The problem I've faced as a customer, is that after the first few visits, which might translate into 6 to 12 months, the quality of all the elements that distinguished that outlet begins to wane.
The interiors lack upkeep, service is not as enthusiastic, food starts to take a hit in terms of quality + quantity & the theme pretty much goes away.
What I'm trying to wrap my head around is why this happens? Is it because the owners are involved personally in the initial phases & move on to other things once the machinery is set in motion? Do margins pressures or revenue goals allow for complacency to set in as the focus shifts to asset maximization? Does the appeal of the place loose it sheen due to competition & as the newness becomes dull? Do customers just become bored of it? Is loyalty in the food business a pipe dream & not enough to sustain a business?
Honestly I don't know the answer. Maybe there are different reasons for different places, some of them legit & others not. I can however say that what I would love the most in a place is the confidence that I know what I'm going to get - Food, Service, Ambience & Cost. I would value a place lot more if I believed that there is a consistency in their offering, something that's fresh yet familiar.
Like exceptions to every story, there are Gurgaon & Delhi Restaurants that have managed to stay consistent over the years. These are places with a loyal clientele that has grown over the years who in turn have brought in more customers. These are the places that I go to when I want to be sure of everything, play it safe, when the occasion is special.
I like surprises but not when it drastically changes the way I've felt about a place. Restaurants can experiment, try out new dishes, cuisines, improve the interior, but as long as they stay true to its origins, what brought the early adopters there, I feel business will not be a problem.
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