After our divorce, my ex moved my daughter 2 states away. Our trade offs were long drives that we would break up by visiting a little hole in the wall hamburger joint we affectionately called 'Hamburger Heaven'! We used this place as a way to reconnect and build a little nostalgia.
Hamburger Heaven reminded me of one of the old 'Huddle' restaurants my father used to take me to after my football or soccer games. When it came to Hamburger Heaven, we knew the owners and the family who ran the place. They knew our situation and gave us special treatment. Free sherbet or hot pie, even extra coffee for Dad who had another 2 hour drive back home.
A place like that has a special place in your heart. Which is why a shudder came upon us when we saw it was closing pending new ownership and management.
My daughter would miss the ice cream and pie, I would miss the perks and familiarity. But what happens to a hole in the wall after it is taken over my newownership. Some owners don't want to change a thing. Others find out exactly what went wrong and made the previous owners sell out. If this is the case, the new owners tend to remodel, bring in a new menu or introduce a new fare.
Prices change. Clientele changes. Sometimes new ownership doesn't have the time or patience to nurture the business and looks for a quick sell out to new investors or just closes the business all together. Hole in the wall restaurants build their reputation on word of mouth. This is part of the lure and nostalgia that keeps the doors open. But sometimes the smallest change sparks indifference from the customers, even those who consider themselves die hard regulars.
What is a successful formula to use in the transfer of ownership to new management? Assimilation! Let the regulars in on the new plans and let them voice their ideas, right or wrong. Don't overpower the new place with new clientele. This may scare off the old guard. Build rapport with the local or area. If it is a local 'landmark'.
Treat the small things as big things, including looks, fixtures, etc... Most businesses have a short life without a regular clientele base. This is what most new owners take for granted when it comes to taking over an established business.
But what they forget is that a business isn't just a building, a menu, a staff and a distinctive interior. It is their customers. If the business fails after the take over, it is probably a safe bet that the new owners didn't think ahead about you... the customer!