Two popular local eating establishments are among many that have found new ways to serve their customers instead of facing the harsh reality of going altogether dark.
The new venture has not only proven to be useful and popular, but could perhaps provide a glimpse of what may emerge in the restaurant industry post Covid-19.
According to Zac Rothman, part owner of the Katella Deli & Bakery and The Original Fish Company, company executives “had to pivot overnight” when the state went into a virtual lockdown last week.
Jessica Jordan, another of the co-owners, said at first, they tried the “social distancing” routine, but when it became clear that authorities were about the order everyone to stay at home, “we needed to do something different.”
She said they dialed up Sysco, their food supplier, who agreed to drop all minimum orders and agreed to deliver six days a week, instead of two.
Just like many other restaurants, many staff members had already been furloughed, and according to Vanessa Travis, a part owner of The Original Fish Company, “our original goal in doing this was to bring back staff.”
“I’m very proud to say we were on our toes from the get go,” said Rothman. When it became obvious that supermarkets were being strained to the breaking point, he said the team decided they would pop up a market selling the essentials; bread, milk, flour, vegetables, etc. “It would allow us to try to keep our employees so we decided to really make this work.”According to residents who have been to markets and to the brother and sister management team, the local popups have been a success from day one.
So much so that “we continue to evolve every day,” said Rothman, admitting that “it is a work in progress.”
Jordan said in addition to the pantry staples, they are offering customers the chance to order cooked meals as well. Beef stroganoff, chicken soup and other specialities.
And according to Travis, The Original Fish Company is offering its entire menu online, with daily specials. Fresh fish is available at the popup market and she said they are busy now developing best practices to refine their ;new normal’ in business.
“We are getting very positive feedback from the community,” said frontline manager Helen Smith.According to Jordan, Sysco was so impressed with what they have developed, they have asked permission to share it with other struggling restaurants. “It’s great for Sysco as well as they can now move much of the goods sitting in their warehouses.”
Travis said the management team is now working on streamlining their online order process. Currently, customers can order online and drive through or come inside to pick up.
Strict social distancing is being enforced for inside customers, she said, which means only so many customers can be allowed inside at any one time.
In addition, the local management team said extra precautions are being taken in delivering food to customers, either inside or out, by putting orders on trays so that it is not touched by anyone but the customers. “We are even asking our customers how they want us to hand it to them,” said Rothman.
“We have an incredibly loyal staff, some of whom have been with us for 30 years,” said Rothman, and while this will not allow the them to bring everyone back, it has given new hope to many of them who have been called back.
He said “it’s not easy to take a business and do a 180 (degree) overnight.” Our job now is to make it seamless, said Rothman.
Practically, he said, the coronavirus emergency only accelerated a simmering trend in the industry which is seeing more and more home delivery of prepared foods. “This situation is bringing more awareness to potential revenue streams in our industry,” said Rothman.
Travis insisted it is their goal to service the community. According to Jordan, everyone “will get through these tough times together.”
According to Rothman, while no one can predict what will come out on the other end of this emergency, one thing for sure is likely for certain. “We will likely remain a one-stop shop.”
