Execution is Everything post Covid19: Melbourne Shopping Centres in review

Execution is Everything post Covid-19

Melbourne Shopping Centres in review

Future Food recently conducted Assessments of Centre-wide food & hospitality capability across five Shopping Centres in Melbourne.

Future Food’s most requested services during the lockdown period have been focussed on assisting Centre Management and Landlords to provide independent, solutions-based strategies, via our expertise in development of both commercial and food strategies. 

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GO SAFE, SHOW SAFE

EXECUTION IS EVERYTHING WHEN DELIVERING FOOD & HOSPITALITY IN THE FUTURE OF FOOD FOR SHOPPING CENTRES AND RETAIL PRECINCTS

As of Monday, Victoria will be lifting some of its lockdown measures just a little bit further. But are our major precincts ready to open and are they gearing up for the recovery?

Our observations in major Shopping Centres revealed some significant detractors of the customer experience. It is the customer experience that matters. That is what will get people back in the Centres.

However, some Centres demonstrate an overall message that we are closed for business. 

Major entrances must communicate a warm, safe welcome to our customers, they must ensure that we secure market share and customer footfall as we move into the recovery phase.

We must reframe the “Customer-First” experience. This must start at the car park or the front door and be consistent throughout the centre, including communication, messaging, security, cleanliness, toilets and outdoor areas. The physical environment must be controlled and managed to ensure that a welcoming, safe, hospitality-led environment is communicated at every (non) touchpoint.

Empty, closed tenancies are a detractor from the retailer and Centre experience. It does not allow our Retail Managers or our retail partners to maximise the customer experience, revenue potential or contribute to a welcome statement for our customers.

Retailer relationships must be valued and help food operators to succeed. As industry leaders we must assist them to demonstrate that we are open for business, giving them the support they may require to communicate confidence, health, safety and quality throughout.

Sightlines into closed food-service retail tenancies must be controlled. In the current climate, customers will translate messy as unhygienic’

We must make the choice to visit and stay in our Centres, an easy one for our customers to make.

Do you have a post-corona-virus reopening strategy?

Retail managers must act now to ensure that as customer demand and exposure increases, their centres are ready to maximise their market share.