Use imagination, find a solution, overcome the problem in times of Covid-19.
The world suddenly changed for everyone with the impact of the Coronavirus 2019-nCoV, and restaurants felt the impact in an overwhelming way.
Customers had already begun to gradually disappear with the multiplication of news about the first infected when the Government requested the restriction of the number of people inside each establishment. But, the state of emergency was quickly announced along with the indication that it would be necessary to close the doors.
With social contacts reduced to a minimum, chefs, COOKS AND RESTAURANT OWNERS SAW their doors closed and were forced to join efforts to be creative and find solutions to make the business profitable.
We spoke with the owner, Eurico Silva, of one of the places that surpassed itself daily to withstand the impact of Covid-19, O Filho da Mãe.
M: What was the first impact of the Coronavirus? How was the process until closing?
OFDM: We started to notice the decrease in customers in the first days of March, when the pandemic was barely being talked about in Portugal. I quickly anticipated the closure because I began to understand the reality and above all wanted to preserve the well-being of my team.
M: How did you manage to keep serving, ensuring the payment of salaries and the monthly expenses of the establishment?
OFDM: I was stuck for two weeks, I think everyone was stuck, but I quickly "changed the mindset" and started working from home. We were forced to enter partial layoff and I worked via videoconference with my team. We decided to move forward with developing new dishes and refining some that we felt needed time. And, we launched the Take Away and Home Delivery service right at the start of April, with reduced hours, and I personally handled the deliveries to customers. We followed all guidelines and carried out the whole process with all care and safety. The feedback from this reinvention was and is very positive. I strengthened the connection with regular customers and gained new customers during this phase. It went better than expected. I usually say I try to see the crisis as an opportunity, a moment not to give up but quite the opposite, to raise your head and fight, adapt to a new reality, a moment to reinvent ourselves and move the project forward.
M: What was the team restructuring and how did you organize yourselves to carry out the new services?
OFDM: I kept the same team, just some logistical adjustments and reduced hours. The team was working part-time inside the restaurant safely and with all precautions, and I took over the deliveries. I also worked simultaneously with the other two players, UberEats and ComerEmCasa.
M: What measures did you take to ensure the safety of your business's customers and employees?
OFDM: We took all measures and strictly followed all DGS guidelines. I hired a certified company that carried out a complete cleaning and disinfection of the restaurant and, in addition, we established additional hygiene and safety rules, such as changing clothes from outside to inside the restaurant.
M: Food, beverage, and other distributors have been affected. How are you able to help this entire network? How do you avoid failing your suppliers?
OFDM: Everyone and all sectors were affected, but I was in constant contact with all suppliers and distributors and, despite the difficult phase, we immediately took on the concern to resolve everything in the best way and as quickly as possible.
M: The pandemic accelerates changes that were already underway. But it is how establishments face the crisis that will indicate how relevant they will remain in society and how they will restore us through food. What will restaurants be like post-pandemic?
OFDM: Restaurants were and still are among the safest places, already following (or at least should follow) a set of hygiene and safety rules and standards. Rules that have now only been reinforced as new guidelines from the DGS for the good of all. The world has changed, it's true, there is a new reality and adaptation to this new reality is necessary, but I believe in the recovery, which, although slow, will happen. I usually say that those who were already good before the pandemic will survive, because it won't be a pandemic that will undo all the incredible work and journey.
M: One of the guidelines directed at food and beverage establishments is the redesign of the space to ensure the recommended safety distance. How will you respond to the DGS rules for restructuring the tables in your space?
OFDM: We are following all the guidelines from the DGS, we can only have 50% of the seats occupied indoors, still respecting the 2 meters distance between tables, outdoors the only instruction is to respect the two meters between tables and we can even expand the terrace. At the moment, some customers are certainly hesitant but it is our task to prove that they can still have an excellent experience even with all the constraints. Customers should then wear masks in the common areas of the restaurant, accessible QRCodes have been placed with digital access to the menus, we have a giant chalkboard with the menu and we also have laminated menus for those who request them, which are disinfected after each use. We also placed a hand sanitizer solution on each table so customers can disinfect their hands whenever they wish.
M: Another option for the new phase the entire market is in, is to prioritize service in outdoor areas. Do you believe that enhancing outdoor spaces is an option that can please customers even more?
OFDM: Without a doubt. At the moment, 90% of our customers want a table on the terrace, also due to the incredible nights that reflect this post-lockdown period. In this sense, we are investing in the terrace, seeking the best possible comfort to provide the best experience to those who visit us. Always respecting the 2 meters distance between tables and trying to apply two different shifts to best meet demand and thus maximize the use of space. In this way, we are opening earlier for dinner and working with two shifts, 7pm/9pm and 9pm/11pm.
