Episode 121 - From Aggregators to VAT: Andrew Crook Talks Shop Strategy

In this insightful episode of The Ceres Podcast, host Stelios Theocharous welcomes Andrew Crook, the owner of Skippers Fish Bar and President of the National Federation of Fish Friers (NFFF). They dive deep into the current state of the fish and chip industry, exploring a range of topics that are top of mind for restaurant and takeaway owners alike.

1. The Holiday Dilemma for Fish and Chip Shops

Andrew shares his thoughts on the Christmas trading period, pondering whether shops should stay open during the holidays to capture the festive spending or close for a well-deserved break. This debate has become more complicated with the recent changes in consumer habits and economic pressures. Andrew’s perspective on adapting to these changes is insightful for any hospitality business owner navigating the holiday rush.

2. Just Eat and the Industry’s Relationship with Aggregators

A central discussion point is the role of delivery aggregators like Just Eat. Andrew sheds light on the challenges many operators face with the platform, particularly concerning refund policies, commission rates, and customer complaints. His advocacy for better communication between aggregators and fish and chip shops gives listeners a behind-the-scenes look at the pressures faced by operators who rely on these services to stay competitive in an increasingly digital world.

3. Addressing Complaints and Customer Service in the Digital Age

The podcast explores the evolving landscape of customer service, especially when dealing with complaints via online platforms like Facebook and review sites. Andrew emphasizes the need for a balanced approach when handling customer feedback—suggesting that while the customer is always right, operators must protect their business interests, too. The discussion also touches on the challenges of managing complaints about food quality, particularly temperature and missing items.

4. Navigating the VAT Increase and Rising Costs

Andrew touches on the pressing issue of VAT, which is set to rise to 20% in April. He discusses how this will affect fish and chip shops that are already struggling with the rising costs of ingredients and staff wages. The episode also delves into the broader economic pressures, including how some shops have adjusted their prices and the challenges they face in maintaining profit margins while staying competitive.

Surprising Moments & Notable Quotes:

• On Just Eat’s Refund Policies: “If we can contest it, the likelihood is that unless it’s cold food or missing items unless it’s genuine, it will be stopped by Just Eat.”

• On Price Adjustments in the Face of Rising Costs: “We need to get the prices up, but unfortunately, we’re getting squeezed because VAT is going to go to 20% in April.”

• On Aggregators and Control Over Customer Expectations: “You don’t have to be on Just Eat. You don’t have to use Pucker Pies. No one’s forcing you to do these things in business.”

Suppose you’re a business owner in the hospitality industry, particularly in the takeaway or restaurant sectors. In that case, Episode 121 of The Ceres Podcast offers invaluable insights into navigating the complexities of modern-day operations. Andrew Crook’s candid reflections on aggregator services, VAT, customer service, and pricing strategies make this episode a must-listen for anyone looking to adapt and thrive in the current economic climate.

Don’t miss this essential conversation—tune in to The Ceres Podcast, Episode 121, and subscribe for more expert advice and industry updates!

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