WHEN "SORRY, WE'RE CLOSED" COSTS YOU MORE THAN JUST A MEAL: SMARTER OPERATIONAL PLANS FOR LOCAL BUSINESSES

There's nothing quite like the disappointment of a failed family dinner plan. Trust me, I know. So if you didn’t know, I live in Yellowknife, Northwest Territories (population estimated at around 20,000) – last Sunday my family and I decided to go out for lunch and soon found ourselves in a fun game of restaurant shuffle – you know, the one where you bounce from one closed eatery to another, getting hungrier and grumpier with each "Sorry, We're Closed" sign.

Now, I'm not one to let a good (or in this case, frustrating) experience go to waste, so as we finally sat down to eat at the fourth place we tried, I couldn't help but put on my business owner hat. Why would a food establishment be closed on a weekend afternoon? Staffing challenges? Unexpected issues? Or just poor planning? Whatever the reason, it got me thinking about how local businesses can do better operationally to avoid shutting down and missing out on eager customers like us.

Let's face it: running a small business, especially in a place like Yellowknife, is no walk in the park. But every time a business closes unexpectedly, it's not just missing out on immediate sales. It's potentially losing long-term customers and chipping away at its reputation. And in a small town, reputation is everything.

So, fellow business owners, let's talk solutions. How can we create operational plans that keep our doors open, our customers satisfied, and our bottom lines healthy?

Solution 1: Flex Your Schedule, Not Your Closing Time

First things first, let's talk about flexible scheduling. Now, I'm not suggesting you work your staff to the bone or never take a day off. But consider this: instead of closing completely during slow periods, why not adjust your hours or days of operation?

Maybe that means being open from 11am to 8pm instead of the traditional 9am to 5pm. Or perhaps you could experiment with being open Wednesday through Sunday instead of Monday through Friday. The key is to align your operating hours with when your customers are most likely to need your services.

Take our restaurant example. Unless things are different for some reason in your town, then Sunday is known to be the busiest day for restaurants (and given how packed the restaurant we ended up at was I would say that holds true in Yellowknife). So, look at peak times for your type of business and plan accordingly to ensure you're fully staffed and ready to go during those peak days and hours. You might even consider reducing hours during the weekdays to compensate. This way, you're maximizing your efficiency and ensuring you're open when it matters most.

Remember, it's not about working more hours – it's about working smarter hours. Analyze your sales and industry data, talk to your customers, and don't be afraid to experiment. You might be surprised at how a simple schedule shift can boost your business.

Solution 2: Cross-Training Is Your New Best Friend

Now, let's address the elephant in the room: staffing challenges. We've all been there. Someone calls in sick, another staff member has a family emergency, and suddenly you're short-handed on what turns out to be your busiest day in months.

This is where cross-training comes in, and trust me, it's about to become your new best friend. The idea is simple: train your employees to handle multiple roles within your business. Your servers learn basic kitchen prep, your cooks learn to run the register, and everyone knows how to make a decent cup of coffee.

Not only does this give you more flexibility when scheduling, but it also provides a safety net for those unexpected situations. Suddenly, a staff shortage doesn't automatically mean closing up shop. Instead, you've got a team of versatile employees who can step in where needed.

Plus, there's an added bonus: cross-training can lead to more engaged and satisfied employees. It breaks up the monotony of doing the same tasks day in and day out, and it gives your staff a better understanding of how the whole business operates. Who knows? You might even discover hidden talents among your team!

Solution 3: Invest in Versatile Equipment and Setups

Now, let's talk about something that could be a game-changer for your business: versatility. The key here is to think multi-purpose. Every piece of equipment, every square foot of your space should be able to pull double (or even triple) duty. This approach not only keeps your operations flowing smoothly throughout the day but also maximizes your investment in equipment and space.

Since I’m still reeling from the frustration of having to take my 11-month-old from restaurant to restaurant because we could find any open places on a Sunday afternoon, I’ll still to the example of a restaurant. Smart ingredient selection could be a game changer for maintaining smooth operations and avoiding those dreaded "Closed for Prep" signs. Choose ingredients that can play multiple roles across your menu. This approach not only simplifies your inventory management but also reduces waste and can spark some serious culinary creativity.

It's all about creating a flexible environment that can adapt to the changing needs of your business throughout the day. It might require some upfront investment, but trust me, the long-term benefits in terms of operational efficiency and customer satisfaction are worth it.

Solution 4: Implement a Robust Contingency Plan

No matter how well you plan, sometimes stuff just happens. A key staff member calls in sick or your refrigerator decides to take an unscheduled day off. This is where a solid contingency plan comes in handy. A contingency plan is a set of predefined actions you can take when things go sideways (this is also a good ace to have up your sleeve for wildfire season, and you can read more on that in this article).

Start by identifying the most likely disruptors to your business. Is it staff shortages? Equipment failure? Seasonal fluctuations? Once you've got your list, brainstorm solutions for each scenario.

Part of your contingency plan as a food establishment owner could be creating a simplified "emergency menu" for your restaurant that can be executed with minimal staff and equipment. This way, even if you're not operating at 100%, you can still keep your doors open and serve your customers.

The goal here isn't to plan for every possible scenario – that would be impossible. Instead, it's about creating a flexible framework that allows you to respond quickly and effectively to unexpected challenges.

Remember, creating an effective operational plan isn't about achieving perfection – it's about being prepared, flexible, and resourceful. Implementing these strategies might take some time and effort upfront, but trust me, it's worth it. Not only will you be able to serve more, but you'll also build a more resilient business that can weather the unique challenges of operating in small towns.

Remember, every "Sorry, We're Closed" sign is a missed opportunity – not just for a sale, but for creating a positive experience and building customer loyalty. So the next time you're tempted to shut down early or close for an extra day, pause and consider your options. With smart planning and a bit of creativity, you might just find a way to keep those doors open and the customers coming in.