Transparency is the best policy

In 2019, one of the top trends Technomic forecasts for the restaurant industry is a deeper consumer demand for transparency — and not just about the food you serve. There is a growing expectation from consumers that you will be up front about your packaging, health and safety, corporate social responsibility, corporate performance and other aspects of business that demonstrate your values. Perfection isn’t critical: 85 percent of participants in a Cone Communications/Echo study said they are satisfied if a company is transparent about their practices even if those practices need improvement. The benefits of transparency can range from improved health and safety reports to simpler menus to improved connections with employees and the public. To enhance the transparency of your business in 2019, look at your shortcomings and find ways to be more open and clear about how you’re trying to solve each problem. For example, Mike Husman, a coach with the executive consulting firm The Entrepreneur’s Source, said a quick-service client who struggled with long wait times (and customer complaints about them) placed a timer in the restaurant to show its average serve times, which then decreased substantially. If you struggle with a foodborne illness outbreak, get approval from your lawyer to inform people about the problem and announce the steps you’re taking to fix it. When you share financial information, help people connect the dots: How do your employees’ actions translate to more sales and visits? How does your business spend the money it earns and where are your biggest expenses and investments? Even if your employees don’t have an actual stake in your business, approach them like they do by finding ways to gather and implement their input and show how they impact the organization.