Half three of a sequence that explores how eating places are surviving and thriving within the COVID-19 pandemic.
As we’ve spoken with restaurateurs throughout the nation to share their experiences in the course of the pandemic, we’ve come throughout very several types of companies. First, we featured Jonathan Chen of China Moon, a family-run restaurant that has been serving its company since 1994. Subsequent, we caught up with Joseph Badaro, who opened his first restaurant, Hummus Labs, within the second month of the pandemic. Now, we’re showcasing Mathieu Palombino of Motorino, a multi-location pizzeria that first arrange store across the begin of one other world disaster: the Nice Recession.
After opening in 2008, Motorino has gone from one location in Brooklyn serving the very best pizza within the metropolis to nicely over a dozen storefronts throughout New York Metropolis, Dubai, Singapore, Hong Kong, and past. To start with of March 2020, their three New York places launched their very own branded on-line ordering with ChowNow. Since then, they’ve served 3,857 on-line orders to 2,475 company. They’ve additionally obtained a lift in new prospects, with 20% of their gross sales coming by the ChowNow app. Right here’s what Palombino needed to say about his experiences.
This interview has been condensed and edited.
Motorino signed up with ChowNow at first of 2020. Why did you determine to work with us?
I truly got here to ChowNow as a result of I used to be trying to have my very own private on-line ordering platform. It truly is the closest factor to having your personal platform. It’s the very best channel for us as a result of the price construction is one thing we are able to actually work with.
We really feel like we’re getting deal, particularly as compared with massive gamers like Grubhub and Seamless. Working with these corporations, I really feel like I’ve my arm twisted in my again always. In distinction, ChowNow helps me out every day with each order.
When the pandemic began, how did you modify your operations?
I took some drastic measures. First, I reduce down on our enterprise hours. We’re normally open from 11 AM to 11 PM, however I skipped the lunch service straight away and I made a decision to open the restaurant at 4 PM. Eighty % of our enterprise occurs between 4 PM and 10 PM anyway, so we simply saved these hours.
I used to be in a position to truly preserve all people on workers. We made an enormous, huge change in schedules as a result of there have been some of us that needed to remain at dwelling and a few of us that needed to proceed to work. There have been positively fewer hours for everybody, however all people was employed.
The kitchen workers has been with me for a very long time—a few of them since day one—and we now have a robust sense of belief. I’ve a duty to everybody at Motorino, however particularly the previous timers that will not get well from a change of their jobs. So, we labored it out, and that’s what counts.
Did you make any adjustments to your menu?
Completely. I seemed on the appetizer part and I took off all my favourite appetizers, which have been the time consuming ones. I simply saved the pillars of the appetizer menu: the meatballs, the artichokes, the Caesar salad. I saved the very best sellers, and I let go of the flamboyant stuff that we have been doing.
What does success seem like for you now?
I believe success is with the ability to come out on the opposite aspect of this. Earlier than issues return to regular, that’s my definition of success at the moment. For me, issues are alright proper now, however for different restaurateurs, that is essential. I really feel blessed that Motorino has such an enormous supply enterprise. I might not be right here speaking to you if it wasn’t for supply.
How have your buyer interactions been in the course of the pandemic?
At first of the pandemic, a number of of us have been grateful that we have been open. Many different eating places within the neighborhood had been doing nicely earlier than the pandemic, however supply hadn’t been considered one of their major streams of income. They weren’t going to remain open only for takeout. So just about everybody closed.
With Motorino, we provide an incredible expertise while you come to the restaurant. It’s fast, enjoyable, and low cost. On the similar time, we’ve had a number of longtime prospects on this neighborhood who by no means come to the restaurant. They only order supply. We’re part of a number of of us’ routines for meals supply and have been nicely earlier than the pandemic.
Motorino’s web site encompasses a pop-up to teach guests in regards to the influence of third-party marketplaces’ commissions and the significance of ordering direct.
With supply being so essential for Motorino, how do you navigate the massive third-party apps?
There’s no simple manner out of these relationships as a result of New Yorkers see these corporations as their primary platform for ordering on-line. They’re not likely considering by to see if actually it’s firm.
The angle is that when you don’t prefer it, then don’t be right here. You’ll be able to simply log off, however then you definately’ll fall off the map. ChowNow is nice as a result of we truly can work collectively, and it’s potential for us to perform. That’s why we provide as a lot info as we are able to to make folks conscious.
When an order comes by on ChowNow, I’m comfortable. I’m a little bit upset each time an order comes by Grubhub. I’m all the time saying to myself, I actually want these of us would have ordered by ChowNow. That’s why I put a lot effort into selling you guys myself. We inform our prospects: Please order by ChowNow. It’s so a lot better for us.
Uncover Extra Shopper Tales
Along with our weblog posts about China Moon’s and Hummus Labs’ experiences in the course of the pandemic, try these ChowNow case research.