Episode 120 – Insights from Stuart Fusco of Fusco Group on the Fish and Chip Industry in Whitby

In this episode of The Ceres Podcast, host Stelios Theocharous sits down with Stuart Fusco from the Fusco Group, a family-run business known for its iconic fish and chips in Whitby. Stuart opens up about his family's deep roots in the fish and chip industry, discussing their journey and the challenges they face while operating in a seaside town that thrives on tourism.

Stuart's fascinating backstory reveals the importance of family and loyalty in the success of their fish and chip shops. From a humble beginning in the mining industry to owning a fish and chip shop, the Fusco family has created a legacy in Whitby. Stuart shares how they've maintained success for over five decades, even as they've expanded their business with several shops, including the much-loved Royal Fisheries, Quayside, and Fishbox locations.

One of the most engaging segments of the conversation revolves around the intricacies of running a business in a town like Whitby. Stuart talks about the seasonal challenges of catering to both local regulars and fluctuating tourist numbers and how staffing, supply management, and changing market dynamics make every day a challenge. His discussion of how they manage their workforce is fascinating, offering flexible schedules and "banking" hours to ensure staff morale remains high through the quieter winter months.

The episode also delves into the changes in customer behaviour, particularly the use of technology in ordering food. Stuart reveals that despite initial reservations, the Fusco Group has embraced QR code ordering and self-service pods, much like those used in fast food chains. This transition has improved operational efficiency and enhanced the customer experience, making ordering easier and more convenient.

One notable quote from Stuart is when he talks about the family dynamic in the business: "We don't treat our staff as staff; we treat them as colleagues." This approach fosters a sense of loyalty and ensures the team works together during peak season pressures.

Stuart also speaks candidly about the pressures of inflation in the fish and chip industry, highlighting the rising costs of raw materials like fish and oil. Yet, he notes, "we've had one person complain about price increases, and that was it. People understand that everything is going up." This pragmatic view of pricing and customer expectations is a key takeaway for any business owner facing similar challenges.

This episode of The Ceres Podcast offers invaluable insights into the realities of running a multi-generational family business in the fish and chip industry, especially in a tourism-heavy town like Whitby. From managing staff to adapting to changing customer preferences and dealing with inflation, Stuart Fusco provides practical advice and wisdom that can be applied to any hospitality business.

Don't miss this episode if you're in the hospitality industry or love fish and chips. Listen to it now on The Ceres Podcast, and subscribe for more valuable conversations about business, family, and the future of hospitality.