Why You Should NOT do SFA Licence Application Yourself

Why You Should NOT do SFA Licence Application Yourself 

1. You might not know where to begin 

Most first-timers opening F&B businesses don’t know where to start – “When should I start applying for a licence?” is actually a pretty common question we receive. 

The order of things to be done can be confusing because some SFA requirements are dependent on other items – for example, a signed tenancy agreement (required upon application) would mean you would have to first: 

Successfully negotiate a lease with a landlord… 

Which would be determined by the unit being leased’s suitability for your concept… 

Which would depend on the condition, size and layout of the unit…

Which you would only be able to evaluate (in terms of compliance) if you were familiar with SFA’s criteria and jargon…

Which you would have to use to judge what renovations are required…

Which you would have to estimate the amount of time required for…

Which would indicate when you might be able to open your outlet…

Which would help you work out when you would need to start licence application so there will be sufficient time.

Confused yet?

Instead of plowing through line after line of technical terms and Googling, or wasting time on hold with SFA’s helpdesk, you could be working on your staffing policy or refining your menu – tasks that build a better business in the long run.

2. Renovation specifications can be tricky

Even before the renovation begins, you will need to confirm your layout. Did you know that SFA will judge your application for a Food Shop Licence based on your proposed layout? Without certain elements required by SFA to evaluate (which are not clearly spelt out in the self-checklist for licence application), they will not issue an In-Principal Approval.

Furthermore, you need to be able to direct your contractor/ ID and essentially convey instructions which you yourself may not be sure about. SFA’s instructions can be difficult to understand, especially if you are not familiar with the jargon. Are you aware of which materials should be used for flooring or walls, for instance? The last thing you want is for your renovation to be completed, only for the SFA inspector to inform you that the materials selected are unsuitable and that they would have to be replaced. 

3. You might not know the difference between the 25 types of food retail outlets and the requirements for each one.

Yes, there are actually SFA Licences for 25 different food retail outlet types! The requirements for compliance vary depending on the type of outlet you are applying for. Certain types of outlets may not be applicable for some premises – for example, some commercial units are not allowed to operate as dine-in outlets. 

4. You’re not sure which licences you are eligible for

First, there are the licences required for you to operate your business (for example, a liquor licence).

Then, there are the licences your company and unit are able to apply for. These are determined by a number of factors, from the allowable uses of the unit to the quota of licences in the district. The licences your unit is eligible for may or may not match those required for your business.

In some cases, the landlord or agent may assume that a Public Entertainment (PE) licence is applicable their unit, where in actual fact it is not allowed. It is best to have someone experienced to check and assess the unit for you before you commit to a lease.

5. You’re unsure if the unit you have shortlisted can get its licence approved 

Sometimes all the stars align and you find a space in the right neighbourhood, for the right price, untenanted or about to be. You are so excited to make an offer but hesitate. Can you really be sure that this space has everything needed to open your business as you visualise it? Will there be pitfalls that lead to unexpected costs or worse, prevent you from opening? The last thing you want is to sign the tenancy agreement and later find out that you cannot use the unit as you plan to; then you would have to forfeit your deposit and start from scratch. 

One of our clients had the unpleasant experience of taking their landlord’s word that the unit they rented was approved to operate as a restaurant and that there was a grease trap at the premises, going through their renovations and SFA application only to discover that not only was there no grease trap – the unit was disallowed as a restaurant! With so much sunken cost and time spent, they could not afford to abandon the project. That was when they called iCHEF. 

It’s a common misconception that if the unit was previously another F&B outlet, then it is “safe”. That’s not necessarily true – we have met F&B operators who believed this and later found out that the previous tenant did not install the exhaust properly and had to redo the entire exhaust system, which is very expensive. Without overhauling the exhaust system, they would not be able to get their SFA licence and Fire Safety Certificate. Taking over an F&B unit does not mean the unit has everything it takes to get the licence; some older units may have passed their SFA inspection decades ago and the regulations have changed.

Why you should not let your accountant (or your friend) handle your SFA licence application either:

Your accountant/ corporate secretary/ business consultant may be able to do the submission for you, but they do not do site visits, check layout plans or liaise with SFA if you run into any roadblocks. The submission itself does not require special expertise, but if you are trying to avoid any delays and additional costs, having an experienced specialist’s advice makes all the difference.

To explore iCHEF’s licence application services and advisory, visit our website.
We would love to help make your dream a reality.

"How I beat high costs of labour with just QR Code Ordering"

"How I beat high costs of labour with just QR Code Ordering"

Running a restaurant looks a little different these days. While F&B establishments everywhere have very quickly bounced back into the culinary hustle, many restaurant owners have also realised that it's not as simple as picking up where they left off.

The good news is that we have dining-in opened up everywhere and diners making bookings at their favourite restaurant, eager to gather and have meals together. However despite restaurants operating at full capacity, staffing is an entirely different story. An industry once filled with never-ending applicants is now severely under-staffed as many F&B owners try their best to keep their businesses afloat.

For many restaurant owners settling into new challenges, the solution is clear : automation and technology.

Using technology in restaurant workflow operations like QR Code Ordering has proven to be a lifesaver for many places that want to keep serving amidst a labour shortage. In this article, we interview Jie Wei, the owner at Eat 3 Bowls Taiwanese Cafe, who provides a first-hand experience on the nitty gritties behind using QR Code Ordering at his place.

iCHEF : How did you guys start off in the F&B industry and what was the inspiration behind Eat 3 Bowls? 

Jie Wei : We actually started off as a hawker centre stall selling popular Taiwanese dishes at Seah Im Food Centre. Demand grew over time and we had a regular loyal fan base, which prompted us to open a fully-furnished eatery at Crawford Lane. The concept was inspired by frequent trips to Taiwan with my wife.

We both loved Taiwanese cuisine and initially, we were selling our three main dishes (chicken rice, braised pork rice, mee sua) as separate items on the menu when we were in the hawker centre. There were times when the braised pork rice and the mee sua were selling faster than the chicken rice. However we really wanted people to experience the taste of all three favourites of Taiwanese cuisine so we came up with the idea of a ‘sampler set’ where we serve all three dishes in small-sized bowls and that’s how the name ‘Eat 3 Bowls’ came about.

iCHEF : Wow, that is definitely a cool idea - loved hearing that story! Can you share with us how the process of order-taking was done in your outlet before you implemented QR code ordering?

Jie Wei : Before using QR code, our usual process was having an order chit at the table for customers to fill in, and this would be brought to the cashier counter for the staff to key in their orders and send to the kitchen. Customers can then pay afterwards with the receipt generated.

iCHEF : Got that, so after you and your team implemented QR code ordering at your outlet, how did the workflow operations change and were the changes beneficial to your restaurant? 

Jie Wei : With QR code ordering, customers scan the QR code on our tables, order on their phones and proceed to make payment via their phones as well. I think one of the ways that this helped us a lot was that the process allowed us to serve customers well with limited staff, making tableside ordering much easier.

It gave the customers the flexibility and power to order whatever they wanted, whenever they wanted, without having to wait for our service staff. Sometimes customers need more time to decide and complete their order, and QR code ordering gives them the freedom with time to place their orders.

Also, previously, we had to ensure that there was always a staff present at the cashier counter to take their orders and collect payment. When customers use QR code ordering, they are able to order and pay via their phones, so we do not need a staff present all the time.

iCHEF : Glad to hear about it! What would you say is the biggest or top advantage for Eat 3 Bowls to use OR code ordering? 

“I was willing to pay (but) no one would come for the job.”

Jie Wei : I would actually say that QR code ordering really helped us to deal with the manpower crunch issue in the F&B industry and that would be the top advantage for us. With the recent pandemic, it has been challenging to hire service staff for our restaurant and the wages are also very high. Even if I wanted to hire foreign workers, I couldn’t find any - and there were also the concerns of paying levy and the competitive salary scales required in the industry. I was willing to pay, but the hardest part was the shortage - no one would apply to the job postings or come for the interview. As a F&B business owner I also had to meet the quota, which was also difficult for me. 

QR code ordering was initially new to us. When we first decided to go ahead with the workflow operations of customers paying via their phone after placing their orders, we did feel that Stripe’s rates might be a little high for us. However, I would say the benefits that came with this outweighed the additional rates that we needed to pay. The high cost of hiring service staff, especially the levy that needed to be paid for foreign staff, was worrisome for us. In addition to this, when there are lull periods with fewer customers, I would still have to pay salaries to my service staff despite them having lesser work to do.

With QR code ordering right now, I don’t need service staff to be present for most parts of the order-taking process. Customers scan the code, place their orders and pay through their phones, which ultimately saves a lot of costs for me, thus outweighing the Stripe fees that I need to pay.

iCHEF : Thanks so much for sharing your story and insight with us Jie Wei! We enjoyed this interview and hope you had a good time too. 

Jie Wei : It is my pleasure and thank you for having me!

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Abi Shan is the editor and content strategist at iCHEF Singapore. She manages iCHEF Club, a growing community of F&B owners in Singapore – creating and strategising fresh content, digital marketing campaigns, and the F&B Entrepreneur Bootcamp, the only regular workshop on opening a new restaurant in the country. In her spare time, she loves playing the drums, watching movies, and attending concerts. Her love for fashion runs so deep such that you can can always spot her with new makeup looks ;)

How a Taiwanese Eatery Gained 700 Members Within One Month of Opening

Owner, Mr Ling Guoxiang

How a Taiwanese eatery gained 700 members within one month of opening

Chuan Youyan Authentic Mala & Braised Hotpot in Taoyuan, Taiwan has opened for just over a month, specialising in lu wei (滷味) or braised meat and offal. The dishes are sold in individually portioned “hotpot”, known as xiao guo lu (小鍋滷). Similar to mala xiang guo, or spicy stir-fry hotpot, customers choose their own ingredients from a wide selection of meat, seafood, vegetables and noodles, then choose their soup base. The closest cousin to xiao guo lu we have in Singaporean cuisine is probably yong tau foo.

Chuan Youyan's three soup bases are all stewed for a long time, and the boss himself does not eat spicy food, so Chuan Youyan's mala soup is mainly "numbing", unlike most brands, which are mainly spicy. Their spice level can be customized so customers can have their own unique creations, fulfilling their brand concept: “吃可以隨便，麻只能川又焱”.

Or in English: “It doesn’t matter what you eat, but if ma (the numbing sensation from Sichuan peppercorns, here classified as its own type of cuisine) is what you’re eating, it can only be Chuan Youyan”.

Mr Ling, who has always been interested in cooking and the F&B industry, actually studied F&B in high school and worked in the Fullon Hotels & Resorts Group in college. As fate would have it, he began his career in politics but still maintained a keen interest in the restaurant industry. Whenever he had the opportunity, he would cook and prepare dishes for his relatives, friends and colleagues.

Photo credit: Courtesy of Chuan Youyan Authentic Mala & Braised Hotpot

It started with a vacuum packaging machine.

Mr Ling wanted to share his food with friends, so he bought one for everyone's convenience. As a result, the more he did, the more he learned and developed his recipes. He began selling his soup bases a year or two ago and finally decided to set up a brick-and-mortar shop. 

Laying a good foundation, starting with dine-in customers

It’s been only a month since they’ve opened, and because Chuan Youyan’s brand is brand-new, the going is tough. Mr Ling decided to focus on dine-in customers and promote his brand as his priorities. He believes building good SOP and a strong staff at the same time is the best foundation for future growth. 

“To cultivate loyal customers, we must use big data to make them come back!”

With a clear idea of his business needs, Mr Ling chose to use iCHEF for his restaurant operations. 

In order to engage dine-in customers and have data for remarketing in the future, Chuan Youyan started their membership programme at the early stages of brand establishment on the premise of accumulating members. Their goal was to increase the willingness of customers to become members. Mr Ling has set up a rewards programme through the POS system, so that customers can join as members, and enjoy incentives for obtaining points each time they make a purchase.

He also shared with us his thoughts on structuring Chuan Youyan’s loyalty programme – Mr Ling believes that direct discounting is the most unfavourable to merchants because it reduces revenue. Offering gifts for point redemption, however, is relatively low cost. At the same time, customers still feel appreciated and like they received a bonus, which makes them more inclined to return. 

There is only one way to become a member; and the number of members has reached 700 in one month

“It is really convenient to convert customers to members using QR codes.”

When asked about the method of membership signups, Mr Ling said that he mainly relies on QR Code receipts. For each customer receipt printed, there is a QR code they can scan which leads to a website where they either register as a member, or log in to collect points if they are already registered. One reason he chose to use QR code receipts is that there is currently no additional manpower to do various online marketing promotions, and the other is that he still hopes to focus on dine-in customers making their experience feel complete.

The current operating process of Chuan Youyan is to automatically print out receipts with QR codes containing the points from their POS system when checking out for dine-in and take-out. Instead of having the cashier explain the process of registering for membership and collecting the customer’s information like their mobile number, all they have to do is say one line:

 “Use this to collect points for free dishes!” 

The customers can understand easily and are very willing to add themselves as members to collect points, without the cashier having to ask them one by one and then manually enter the information for them.

And because their POS system is also integrated with delivery platforms, it can also print out a loyalty point QR Code receipt and send it along with the meal for the customer to register as a new member and claim points.

After a month, the current number of members has accumulated to nearly 700. Mr Ling is very satisfied with this result, and then further shared with us his observations about return customers from the background data:

“Out of the 700 members, 30% have returned and the frequency of their return visits is even 7-8 times!”

This achievement has made Chuan Youyan even more confident and motivated to continue to manage customer relationships in this direction.

Windfall! Customers start placing online orders after getting loyalty points

Mr Ling shared that he had always wanted to use loyalty points to incentivise customers to become members, and seeing the trend of customers becoming increasingly digital, chose to use QR codes as their method of signing up to give customers more convenience.  

After claiming their loyalty points, members are automatically directed to Chuan Youyan’s ordering page, a special feature of iCHEF POS system

He was satisfied that customers automatically used the QR code receipts to sign up as members on their own and to check the number of points they had earned. However he was pleasantly surprised to find that after scanning the QR code to claim their points, some customers even began ordering food online for self-collection! 

After logging in to claim loyalty points, the customer will be redirected to Chuan Youyan’s online store where they can order and pay for their food online. “It's really not easy to achieve such results within a month of opening an outlet!” says Mr Ling, who plans to organise activities and promotions for members next, if the number continues to grow steadily.

One of his ideas is launching package upgrades for members, in an effort to stay faithful to the original purpose of Chuan Youyan's business, which is "to maintain regular customers".

Chuan you yan 川又焱正宗麻辣小锅滷

Address: No. 16, Fuxing N Rd, Guishan District, Taoyuan City, 333, Taiwan

Business hour: Mon. to Sun. 11:00-22:00

Tips & Tricks for a Successful Loyalty Points Program

Tips & Tricks for a Successful Loyalty Points Program

Did you know that implementing a restaurant or cafe loyalty program is one of the best ways to create repeat customers?

In an industry where sales is so closely tied to fluctuations in the economy and consumer behaviour, F&B establishments depend very much on customer loyalty for survival. It is the regulars – not one-off customers – that contribute largely to the livelihood of many businesses.

So how do you sustain a loyal pool of customers? What are some of the tips and tricks that make a loyalty program work in your restaurant, and how can you manage it easily?

Reward Customers, Earn More 

A restaurant loyalty program plays a crucial role in customer retention. By converting each dollar into a point for example, and allowing customers to earn rewards after collecting a certain number of points, you’re incentivising them to keep coming back.

Yes, this all sounds good but you are probably wondering how you can possibly manage the hassle of asking for customer details each time they pay at the cashier and manually adding points for them on a card or on their records in the system.

This is where we got your back. :P

With iCHEF’s all-new Loyalty Points QR Code feature, customers simply need to scan the QR code printed on their receipt to collect points! As the restaurant-owner, there are no additional steps when performing your billing, thus making it hassle-free for you.

In addition, you are able to pre-configure points rewards rules and let the POS system do the calculations for you. Choose whether you would like to activate automatic points or continue to manually input customer information. This flexible customisation allows for you to set rules for your own loyalty points system in your restaurant.

Also, you are able to cut costs on designing and printing membership cards. When cards are damaged or lost, it adds to additional frustration and cost for customers who may have lost their points.

Bigger Checks & Targeted Segmentation

One of the top benefits of customer loyalty programs is giving you opportunities for cross-selling and upselling. When your loyalty program and CRM is fully integrated with your POS such as iCHEF’s, you can easily incentivise repeat orders across all channels – whether your customers order in your restaurant or online. Their order history automatically becomes membership data in your iCHEF POS system.

With this feature on your iCHEF POS, you are able to select different variables to help you segment your customers and study the data easily – and these variables range from their ‘Preferred Order Items’ to their ‘Cumulative Expenditure’ and ‘Member’ information like birthdays.

For example, you could download reports to find out customers who have not visited in the past 6 months, and group them into a list for further analysis by using another variable like ‘Customer Spend’. This way, you can plan a promotional campaign to target these customers specifically and incentivise them to return.

Zero Effort Required to Get New Members

If customers are first-timers to your restaurant, they get added as a new member the moment they scan the QR code on their receipt and fill out their phone number. For example, a customer may have seen your restaurant on the Grabfood app and made an online order delivery for the first time. As a merchant, you are still able to reach out and tap on the potential of this first-time customer by attaching the receipt with the QR code on the delivery bag for him or her to scan. Data on new customers is collected every day for your review, so you can decide how you want to interact with them.

A win-win for both FOH Staff & Customers

There is nothing more beneficial than the front-of-house (FOH) staff being able to ‘analyse’ customer data quickly beforehand and attending to exactly what the customer would want from setting foot in your restaurant.

With iCHEF’s POS loyalty points system, whether your customer is waiting in line, placing an order or just about to checkout, your staff can easily look up their profile and be able to greet loyal or old-time customers by their name. Even though FOH staff are trained to talk to customers and get them to sign up to the loyalty program when they are paying the bill, often there is simply not enough time when there is a snaking queue. With QR code functionality, all they have to do is tell customers to scan it to enjoy rewards at their next visit.

Loyalty Points Programme for You - Yea or Nay?

Implementing a loyalty program at your restaurant is one of the easiest and most effective ways to make the most of your existing clientele. Ultimately, the science of a restaurant loyalty program works on two principles – reward and reinforcement. Behavior that is followed by pleasant consequences is likely to be repeated, and vice-versa.

And when your POS is integrated with a good in-built loyalty points and CRM system, you have more control and ownership as a restaurant owner to enforce the rules in your restaurant. Talk to us today to find out how we can help you get started on the loyalty program journey or learn more here.

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Abi Shan is the editor and content strategist at iCHEF Singapore. She manages iCHEF Club, a growing community of F&B owners in Singapore – creating and strategising fresh content, digital marketing campaigns, and the F&B Entrepreneur Bootcamp, the only regular workshop on opening a new restaurant in the country. In her spare time, she loves playing the drums, watching movies, and attending concerts. Her love for fashion runs so deep such that you can can always spot her with new makeup looks ;)

5 Great Reasons for Restaurants to use a QR Code Menu

5 Great Reasons for Restaurants to use a QR Code Menu

Customers scan a QR code placed at your cafe or restaurant table. They are taken to a mobile-friendly digital version of your menu. From there, they are able to place their orders directly through their mobile phones. After they have chosen what they’d like to have, they will pay when they check out on their respective phone screens. All orders are then approved by a service staff, which then would be sent to the kitchen or bar.

Sounds familiar? :p

In Singapore, F&B owners have lamented the lack of manpower at their outlets over the last decade. As we prepare for a post-pandemic future, this is even more keenly felt and some have even resorted to shorter opening hours because of staff shortage!

Folks in our industry are faced with the challenge of moving away from dependency on a staff headcount in order to survive as a sustainable business. One of the top things they are turning to is contactless ordering, or commonly known as QR Code ordering, in order to get back on their feet quickly.

So how can you, as a F&B owner and entering the industry at this period, make use of QR code ordering to your advantage? Besides the obvious benefits of this feature allowing social distancing between service staff and customers and giving us hygiene wins, there are plenty of benefits using QR code ordering at your restaurant or cafe.

Faster Table Turnovers + Fewer Service Staff needed

One of the biggest challenges service staff or restaurant managers face is to serve as many customers as possible without compromising the dining experience by long waiting times in order to place their order. So instead of your diners waiting to get the attention of service staff to order, they can now immediately scan the QR code on the table themselves as soon as they are seated. It also saves a lot of time that staff usually spend writing down and keying in orders. At the end of the dining experience, diners are able to pay from their phone, and this again saves time instead of going to the cashier to pay or passing credit cards to the staff. With the QR code ordering, fewer service staff are needed to cover tables should need be, making operations more efficient as well.

Improved Customer Dining Experience + Increased Order Value

QR Code ordering puts the customer in control of the ordering experience. Being able to specify and personalise their order goes a long way making them more likely to form a positive view towards the food, drinks and the overall restaurant or cafe experience.

This also means they are more likely to indulge in additional menu items. Everyone has experienced trying to get a server’s attention in a busy restaurant – and after waiting too long, deciding to simply forgo that extra appetizer or drink. By ordering from a digital menu, there is no waiting and no pressure on the customers’ end to decide quickly and they are more at ease to add that extra fries or dessert! :)

A pro tip is that you can even display your digital menu in such a way that customers are enticed to order more. For example, you could feature your best-seller at the top and use copy or descriptions that suggest items which pair well, like pizza and chicken wings!

Update Menu Items Easily & in Real-Time

Being digital, QR code ordering allows you to update your menu without having to re-print menu cards each time. Change up your menu on a frequent basis, with no hindrances to your operations workflow. For example if you’re a family-friendly Chinese restaurant, you would probably have seasonal menus for festive occasions like Mother’s Day or Chinese New Year – this is where you can easily switch up the menu items on your digital menu. Bars and bistros can conveniently add in new drinks your bartender creates or special promotions, all in real-time. Sold-out a popular dish? Update the menu in real time and never have to disappoint a customer by telling them what they have ordered is now unavailable!

Improved Staff Efficiency

In an industry like F&B where staffing is a huge challenge, QR codes can let a small team manage a high demand volume, increasing efficiency of operations and retaining revenues. For instance, if it takes 5-10 minutes to seat a customer and take their order, and another 5-10 minutes to settle the bill later, a waiter can easily save up to 20 minutes with QR code ordering. This time saved can be spent better on other aspects of customer experience like hospitality, interacting with regulars, or even introducing and upselling certain dishes or beverages on the menu. There is also less room for human error on orders, thus improving overall efficiency in your restaurant.

No More Runaway Bills + Going Cashless 

The fact that diners need to pay at the checkout page on their phones after they scan the QR code and choose their orders means that you have the reassurance that no one leaves without paying. There have been recent cases of ‘dine and dash’ customers in the restaurant industry and it is a scenario that is at times hard to avoid when demand is high. At some F&B establishments, the staff has to foot the bill. With the QR code ordering in place, you can be certain that diners pay for their meals via their phones, and in addition, it allows your restaurant or cafe an opportunity to go cashless as well!

The Final Word - Will you start using a QR code menu? :P

There is a saying that ‘For a closer relationship with your customers, you need to step into their shoes’ – Well in this case, we can change that to stepping into their ‘phones’ instead. :D

There is no doubt that QR Code Ordering is here to stay. The question is, have you got yours set up in your POS yet? 

QR Code Ordering is disrupting the industry – now is the time to get on board. 

Get started with our all-new QR code feature launched for dine-in customers in your iCHEF POS today – with no activation fees and set up that is easy peasy.

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Abi Shan is the editor and content strategist at iCHEF Singapore. She manages iCHEF Club, a growing community of F&B owners in Singapore – creating and strategising fresh content, digital marketing campaigns, and the F&B Entrepreneur Bootcamp, the only regular workshop on opening a new restaurant in the country. In her spare time, she loves playing the drums, watching movies, and attending concerts. Her love for fashion runs so deep such that you can can always spot her with new makeup looks ;)

Take Stock of Your Finances - The Ultimate Online Order Taking Checklist (Copy)

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Online Order Taking Checklist

Whether you are just starting out or have been in business for a while, you can use this checklist to confirm that your financial and operational structure is in good shape.

If you answer ‘yes’ to any of the following questions, you will receive 10 points - and if you answer ‘no’, you will receive 0 points.

Checklist

1. Do you record every sale for all your pipelines? (whether manually or by using the POS) 

2. Do you know the financial structure of your store and what percentage of the sales are for Dine-in, Takeaway, and Delivery?

3. Is your gross margin greater than 40%?

4. Is your net profit, after all, costs, expenses, and taxes, still above 10%?

5. Do you pay your salary on time every month?

6. Were you still able to cover all the costs during the pandemic?

7. Can you still make the profit you want even if the orders come from delivery platforms?

8. Do you have a steady stream of online orders from non-delivery platforms?

9. Do you have a Google My Business profile and Google maps which can help bring in new customers?

How did you score? ;)

Below 40 points: cut and re-train.

You may not be very familiar with taking orders online, so you can start by taking a new inventory of your F&B establishment’s cost structure and then decide how to run online orders.

40-60 points: keep up the good work.

After you have a good idea of what you can do online and have confirmed your operating capacity, you can be more active in developing online orders by understanding what follows, and you can generate 20-30% of your sales!

60-80 points: the next level.

You have already mastered the know-how of receiving orders online! You can use some of our pro-tips on iCHEF Club’s Blog Page to increase sales and generate ideas to grow your business to flourish even further!

80-100 points: one in a hundred.

You are an expert in opening a F&B establishment! To make the most of the income generated by taking orders online, you can get tips and tricks to improve the whole online ordering process with upcoming articles on iCHEF Club’s blog page!

Quick Tips for Food Delivery Packaging and Menu Design!

Quick Tips for Food Delivery Packaging and Menu Design!

With the onset of the pandemic and the restrictions on dining-in in the last two years, F&B operators turning to the major alternative revenue stream of food delivery is not a surprise to any of us. 

However, even as in-person dining has opened with small groups and vaccines become available, the F&B industry has evolved to include online food deliveries as a large primary avenue for consumers to interact with F&B establishments. With consumer behaviour having changed drastically - most turning to ordering food in during lockdown seasons previously - the online food delivery sector is one that is here to stay.

Food Delivery Packaging

Choose the Right Packaging & Separate Condiments.

Food packaging is probably one of the most important aspects of delivery. It serves as a tactile brand ambassador for your customer’s sensory glands. Using the right material is the first step to packaging success.

For example, materials like styrofoam is a great insulator to help control the temperatures of hot and cold foods. Plastic would serve in protecting the food well, however as it holds moisture well, it can lead to soggy dishes - which you may not want if you are selling fries.

If you’re a bistro or casual western diner selling crispy items like curly fries or chicken tenders, source for ventilated packaging that has flaps or holes to let steam and moisture out. Consider leaving paper bags open if you’re packing in fries - it will result in lower temperatures but higher quality fries.

Make it an experience. (user friendly / branding / personalisation)

Even though your customers aren’t sitting in your cafe or restaurant, that does not mean that you can’t still extend your hospitality. Consider how your customers will be experiencing the food delivery at home from opening up the packaging to consuming the food. Social media is one of the top ways that people learn about new restaurants to try.

When creating packaging, think about the unboxing experience that makes people want to ‘do it for the ‘gram’ (taking a photo for their Instagram feed). For example, your food boxes could include a personalised note sending some cheer or a handwritten note from the chef. Small details like making the packaging user-friendly or microwaveable, or even including your branding on the cutlery such as your social media handles will go a long way. Encouraging your customers to post and tag videos of your food packaging or food orders can be a great marketing strategy as well.

Online Delivery Menu

Menu organisation & optimisation

One of the immediate steps you can take to improving your online menu experience is to organise your menu into categories to help customers make choices quickly. For example, consider your target audience - whether you are a family-friendly restaurant or a casual diner - make it easier for your customers by including a ‘kids’ meals’ section or a ‘bundles/combo’ section. Your order basket has a high chance to increase when customers choose a bundle - a main, a side and a drink - it’s a win-win situation! Also, remember to highlight your best-sellers in the top section so that customers are able to make quick decisions and order from you instead of someone else.

Photos & Copy

Let’s face it - each one of us has judged a menu by its visuals at some point - especially when we are starving. ;) Today’s expectations of consumers definitely include being able to see what their food will like even before having it delivered. Having photos to accompany your menu items is now critical.

A pro tip is to set a reminder to shoot every round of food photography at the same time. If you shoot one round of food photography from 1-2 pm on a bright sunny day, make sure that you try to match that time and lighting for each subsequent round. Also, it is definitely worthwhile to invest in a professional photographer or someone who has strong and sharp food photography skills!

Delicacies, especially exotic ones might be new to many customers. At that, a short menu description, explaining the critical ingredients of the dish might guide the guests to figure out what they want and what to order. You can put images of the dish as well, but make sure that the dish must live up to the image description. In short, write a short and engaging copy that is easy to understand for customers. Find out how to write restaurant menu descriptions that tempt customers to spend more here.

It’s all about the little things! We’re positive that you’ll see an increase in sales, orders and happy customers by following these quick tips to improving your packaging and delivery menu design. With delivery popularity rising, make sure your restaurant not only stands out but creates returning customers through the help of a user friendly delivery platform. :)

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Abi Shan is the editor and content strategist at iCHEF Singapore. She manages iCHEF Club, a growing community of F&B owners in Singapore – creating and strategising fresh content, digital marketing campaigns, and the F&B Entrepreneur Bootcamp, the only regular workshop on opening a new restaurant in the country. In her spare time, she loves playing the drums, watching movies, and attending concerts. Her love for fashion runs so deep such that you can can always spot her with new makeup looks ;)

How do you optimise your Google My Business Listing to increase your F&B sales?

How to optimise Google My Business (GMB) to increase your F&B sales

““If there are no photos, the party didn’t happen.”

“If it’s not on the first page of Google, it doesn’t exist.””

For a F&B business owner, having a presence on Google is more than worth it - it has now become a necessity. Learning how to optimise your Google My Business (GMB) listing has become more important than ever. When people are in a hurry to find places to eat, they reply on the top of the search engine results that Google gives them. So, even if you have a website for your F&B establishment, you may still fail to capture customers if the information in your GMB listing is outdated. With the GMB listing, you stand out from the cacophony of results with a space of your own.

With a quick Google search, customers are able to see important details such as opening hours and your exact location on your GMB listing - Thus helping them plan ahead and giving them a peace of mind. There’s nothing worse for a customer who checks your hours and drives to your business, only to realize you’re closed – even though your profile said you were open. So it’s crucial that the information posted is absolutely up-to-date.

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Top tips to get started on optimising your GMB Listing :

1 Description

Optmise your GMB listing - Description

One of the very first features that will enhance your listing is adding a good business description. This section is your opportunity to tell people what makes your restaurant unique. Tell customers what kind of food you serve - Here is where you want to let diners know what kind of food they can expect to find on your menu. Stating your cuisine plays a significant role in people’s results for ‘near me’ type searches. This is also a fantastic opportunity to include keywords about your business - A pro tip is to think about the kinds of searches your ideal customer might be doing when creating your business description.

2 Reservations & Ordering

Optmise your GMB listing - Reservation

Another great way to optimise your GMB listing is using the reservation feature. By adding a booking button to your GMB listing and linking that to a reservation platform you use, you can easily streamline your guests’s reservation process. In addition, you can even add your restaurant’s online ordering system link such as Chope on your GMB profile.

3 Menu & Photos

Optmise your GMB listing - Menu & Photo

There is a growing trend in more detailed searches recently and with utilising the menu feature and adding photos, it makes your GMB listing even more unique. Add a direct link to your menu page on your website such as above, or you could also add a menu button that will list out your food and drink items. Get people’s attention by adding visual interest to your GMB listing - However these visuals don’t always have to be that of your food always. Share photos of your outlet’s space, design and architecture for example and keep in mind that they should represent the look and feel of your restaurant or cafe.

When you add pictures to your GMB listing, Google will ask you to categories the photo. In the example above, a picture of the dining tables and seating in restaurant could be categorised as the interior of the place. This allows people to click on various categories of images and is useful when they are looking for something in particular. A pro tip is also to upload your logo to boost brand recognition and make sure that your customers can identify your business listing faster.

Currently, with the Google Business Profile integration with iCHEF POS, the benefits you would experience as a F&B business owner are endless : 

✓  Consistent, accurate information across your profiles 
✓  Increasing traffic to your restaurant’s website
✓  Helping customers locate you easily for dining in & delivery orders
✓  Using SEO to get your restaurant to show up on Google first

Talk to us and learn more about how you can get started on the Google Business Profile integration in your POS today.

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Abi Shan is the editor and content strategist at iCHEF Singapore. She manages iCHEF Club, a growing community of F&B owners in Singapore – creating and strategising fresh content, digital marketing campaigns, and the F&B Entrepreneur Bootcamp, the only regular workshop on opening a new restaurant in the country. In her spare time, she loves playing the drums, watching movies, and attending concerts. Her love for fashion runs so deep such that you can can always spot her with new makeup looks ;)

4 Post-Covid Trends here to stay in Singapore's F&B Industry

4 Post-Covid Trends here to stay in Singapore’s F&B Industry

Overnight, the Covid-19 pandemic had changed our entire food industry and flipped it 180 degrees around. With lockdown measures, dine-in restrictions, sanitizing protocols and an economic downturn looming, this has brought about shifts in supply chains, imposed new safety hazards and perhaps most importantly, turned consumer-preferences upside-down. 

In this article, we look at the top 4 post-Covid trends here to stay in the F&B industry this year.

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1. Increase in plant-based offerings and meat-free alternatives

With the pandemic, the urge to eat healthy and embark on nutritious diets reached new heights. A study done by AIA in mid-June 2020 revealed that as a result of Covid-19, a whopping 93% of Singaporeans prioritised staying healthy over other pursuits during the circuit-breaker period. Coupled with the prominence of sustainability and more attractive vegetarian or vegan options, there is an undeniable shift in consumers’ dietary preferences. Deliveroo Singapore for instance, reported a 53% jump in orders for Impossible dishes (made with plant proteins) from restaurants such Three Buns and PS Cafe, during a month on month comparison. 

Restaurants like Prive and MOS Burger have begun featuring plant-based meats, and over at the Ji Xiang Porridge & Noodles stall, they use OmniMeat to make plant based versions of their popular dishes. 

As an F&B owner, you do not want to be left behind on this trend! Start by studying your menu items to see where plant-based products can be substituted. For example, you can easily reinvent your signature burger by changing out the meat in your patties with a meaty substitute like a lentil and bean patty. Chicken dishes can be made vegan using Heura products.

Even hawkers can get in on the trend by incorporating ingredients like tofu, beans, lentils or even tempeh in local fare to create some plant-based versions. Vegan ingredients don’t have to be expensive and niche like Impossible meat – a bit of creativity is all you need to turn your dish into a plant-based one. 

Vegan desserts are a great way to start as they are on the cutting edge of the plant-based trend, and can be easily obtained from suppliers without having to do much R&D on your own.

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2. Technology as an enabler

Crisis sparks innovation, and the food industry is no exception. From contactless everything to engaging with customers in new ways, the Covid-19 pandemic showed us how traditional F&B businesses need to embrace digital transformation in order to ‘survive’ and move forward. 

For example, contactless ordering has become the norm at Chuan Hung The Noodle Place. The eatery, which specialises in authentic Sichuan noodles, has been making use of iCHEF POS’s contactless ordering feature and making the most out of their peak periods, cutting down manpower to only one staff member to serve while customers scan a QR code and key in their order. 

Singaporean pastry chef Janice Wong of 2am:dessertbar and 2am:lab launched the online store Bake at Home to give customers access to recipes, cake premixes and baking ingredients such as popping candy, to compensate for the inability to experience their unique desserts in-store during the circuit breaker period.

Incorporating technology to the traditionally offline business of F&B is indefinitely here to stay, and businesses that do not take action risk being left behind. If you are a small F&B business owner or just about to start out, do the bare minimum of creating an online presence by creating a Google My Business account so that customers can find you online. Tech-savvy consumers nowadays tend to check opening hours and reviews of eateries they are planning to visit before patronising. You can go further to create a Facebook or an Instagram page as well as set up your own website. Setting these digital assets up is only half of the equation, with the other half being regular online interactions with your customers. 

Many restaurant owners have begun to digitise their menus not just for hygiene, but also to cut down on the physical material, as it is easier to make changes to a digital menu than to reprint physical menus. The simplest way is to have your menu in PDF format on a webpage or display the menu on your website. Then, generate a unique QR code for the URL using a free online QR code generator and print it out to display on your restaurant tables. 

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3. Rise of home based businesses to shop-front

According to Andrew Kwan, group managing director of investment firm Commonwealth Capital, many people saw F&B as a way to cope with the ongoing recessionary environment or even due to the loss of their own day jobs.

With the initial investment in starting a brand-new restaurant venture much higher, many start out as home-based businesses, touting mainly baked goods which travel well. They accept pre-orders through WhatsApp and Instagram, compile waiting lists, and rely on word-of-mouth and the occasional ad for marketing. Those that have built up a loyal customer base and continue to see growing demand eventually expand into brick and mortar to accommodate order volume. 

This business journey is reminiscent of the early blogshops like Love, Bonito – only expanding into retail spaces when their online store was successful. Coinciding with some F&B businesses closing down due to unsustainable overheads during the pandemic and increased demand for takeaway food, these tech-savvy businesses with an already profitable online presence benefit from cheaper rent and zero downtime while awaiting the completion of their renovations. Furthermore, because they rely heavily on delivery instead of dining in, these businesses can opt for cheaper locations.

Before starting your own home-based F&B business, start by checking URA’s guidelines. Selling brownies/ cookies/ cakes, and etc. from your home is fine, but make sure you do not register your home address as a business entity and do not employ anyone under you. Join online community groups such as SG Home Bakers Facebook where you can get tips on obtaining ingredients, and be part of a supportive community.

On the other hand, as an existing bakery or cafe owner, you may feel intimidated by the sudden emergence of young and tech-savvy entrepreneurs entering the scene this past year. Do not worry - Start by thinking about how you can build a fanbase online, if you haven’t already done so, and get your customers intrigued. 

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4. Food delivery services as a necessity

Despite Phase 3 allowing dine-in alongside safe distancing measures and limited capacity, food delivery still plays a huge role in the F&B sector. 

Prior to the pandemic, it can be said that a good number of F&B establishments did not see food delivery as a necessity. This is understandable, as food delivery services take a large cut of revenue through commissions, thus leading to additional costs and risks. 

Now that the adoption of food delivery has mushroomed among Singaporeans thanks to the pandemic, it is unlikely that we will return to pre-Covid behaviour - it has become simply too easy to order anything online and have it delivered to your doorstep. So as a F&B owner, make sure you have either already incorporated delivery service into your business model or have started thinking about utilising it. 

Speedy deliveries can make or break a food delivery service; so before rolling out deliveries, things like prep time, delivery radius and order density should be taken into account. Start by optimising your kitchen operations - batch cook ingredients in advance where possible and use multitasking equipment like the combi oven, that can keep food warm. Choose items for your delivery menu that have fast prep times. If you are delivering soup-based dishes, make sure that the meat’s cooled and hardened fat will not rise to the top or your noodles don't get soggy in the soup by separating them in delivery containers. 

Food delivery services often take 25 - 35% of your revenue as commission, so it is wise to make allowances for your delivery menu. One way to increase profits is to have set meals or combo meals at $3-5 more, which include low-cost sides like fries and a canned drink.

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It is clear that the future of the F&B industry and food retail will continue to be significantly marked by the pandemic. Its prolonged nature will also cause the newly adopted habits to become further solidified; and many processes will adapt to match them. Businesses are seen to be working hard to implement and improve these newly minted habits successfully, making it unlikely that such trends, or ‘investments’ would be erased overnight, once Covid-19 is no longer a threat.

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Abi Shan is the editor and content strategist at iCHEF Singapore. She manages iCHEF Club, a growing community of F&B owners in Singapore – organizing events, an online newsletter, and the F&B Entrepreneur Bootcamp, the only regular workshop on opening a new restaurant in the country. In her spare time, she loves playing the drums, watching movies, and attending concerts. Her love for fashion runs so deep such that you can can always spot her with new makeup looks ;)

How to Reduce Food Wastage and Make Money From It

Did you know that one of the largest food waste streams is Singapore and the amount of food waste generated has grown by around 20% over the last 10 years? 

It is common for many restaurants to overstock their ingredients for fear of running out. However, ingredients often get tossed due to excess stock, especially if they have deteriorated or are expired. If your restaurant learns how to optimize ingredient usage, not only will you be able to save on business expenditure, you will also contribute to conserving the environment.

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1. Reducing food wastage at your outlet

Anticipate the demand for your dish and business

Before each week starts, it is a good habit to check the number and size of upcoming reservations. This routine will help to ensure that there are sufficient ingredients on hand. To forecast demand more accurately and anticipate the quantity of ingredients required, you can analyze sales reports and customer behavior on the backend of your POS system.

Avoid overstocking of food and keep a stock inventory

Overstocking results in wastage of unused ingredients and puts unnecessary pressure on your business to move the entire inventory. It may be enticing to stock up on your ingredients if your suppliers provide you with discounts, however, using an inventory management system helps to ensure that you do so prudently.

For example, iCHEF has an in-built inventory feature in the POS system that can easily manage inventory and ingredients for F&B businesses. Ingredients recorded in the POS system will automatically be deducted with every order sent to the kitchen and it provides a real-time record of the quantity and monetary value in your storage. Besides that, iCHEFs’ POS system will give off an inventory warning to identify items that are running low.

Store food correctly

Proper food storage prevents spoilage and ensures your raw ingredients are usable for longer. Keeping chilled food at the correct temperature is vital as it prevents pathogenic (cold-loving) bacteria from growing which may result in food poisoning.

Check your fridges and freezers regularly! Your fridges and freezers should be running at the right temperature required for your ingredients. For example, chicken meat has to be frozen at -18 °C to ensure maximum freshness of the poultry.
 

Practice the First In First Out (FIFO) rule

FIFO, also known as First In First Out is a method that most F&B businesses use to keep track of inventory, ensuring that older foods are used before the freshly arrived ingredients. Each time the suppliers deliver your ingredients, label them with the date on the packaging. Remember to set a Standard Operating Procedure (SOP) for your staff to place your older stocks at the front in your storage to ensure that these stocks will be used first. With this system in place, the older stock will be prioritized and used before its expiry date.

Donate unsold and excess food to charity organizations

More charity organizations are encouraging F&B businesses to donate their excess/unused ingredients to the needy in Singapore. Some of these charity organizations are Food from the Heart, The Food Bank, and Giving.sg.

F&B businesses can contact food distribution organizations to make arrangements for their donation of unsold or excess food. For example, Food Bank collects and accepts all dry, packaged food items like canned food (Canned tomatoes, granola, and more). As long as these packaged foods are unexpired, unopened, and with at least 1 week of shelf life, they will be accepted. 

You might be wondering, “ What about those excess fresh ingredients that I have on hand, can I donate them?”

The answer is “YES, you can!” The Food Bank takes in cooked food, fresh pastries, vegetables, meat, and dairy products from F&B establishments. These food ingredients are then delivered to the beneficiaries within the same day for consumption. 

2. How to make money from ingredients that would otherwise be discarded

Turn excess/old ingredients into a new dish

Excess ingredients are an opportunity to get creative and try out new ideas. Put up these new dishes as “Specials” and see how customers respond to them – if they are popular, you might even want to make them part of your regular menu. Older ingredients that may not look as presentable can be used in different ways.

For example, leftover/older mushrooms can be blended up and turned into mushroom soup. Unsold cookies can usually be paired with ice cream as a new dessert and priced slightly higher than the ice cream or cookie individually. If the cookies are getting slightly soft, you can crumble them and use them in tart crusts or as crumb coating for cakes. Toasting the crumbs in the oven will make them crunchy again.

Don’t forget to give your new dishes a catchy name and description to intrigue customers and entice them to order, and also remind all your staff to recommend the specials.

“Happy hour” concept

“Happy hour” concepts in your F&B business can not only help to clear older ingredients, but also drive business during slow periods. For example, some cafes and bistros offer tea sets from 3-6 pm, where you upsell a slice of cake (normally priced at $6) for $8.50 with a cup of tea/coffee, which usually has a low food cost. You can also use this concept to move menu items that a lower order rate by offering a discounted price or free starters with alcohol orders (since alcohol typically has a higher profit margin).

Sharing platters

Customers tend to spend more per head when purchasing a platter meant for sharing – these starters are usually ordered in addition to one main per customer, and platters can be priced higher than individual starters while including only half of the usual starter portion.

 For example, a normal starter portion of grilled prawns may contain 8 prawns ($22), and a basket of hot wings, 9 chicken wings ($16). A platter might contain only 4 grilled prawns, sausages, wedges, crispy chicken skin, 5 hot wings, and 3 dipping sauces ($59). Similarly, Fika did a Christmas sharing platter for $69. The platter consists of Swedish meatballs, stuffed mushrooms in chicken, gravlax, pickled herrings, assorted sausage, vort bread, roasted potato mash, and cheddar slice. Fika does not have to order additional ingredients because these components are already on the regular menu.

Customers are willing to pay for platters because they are able to sample several dishes in one sitting!


Using similar base components for multiple dishes

 When planning your menu, bear in mind the versatility of each ingredient that you will be using in your dishes so that you do not overstock your ingredients.

For example, many restaurants use potatoes as one of their base ingredients for their mains as they are very easy to pair with any meat/seafood. In this case, potatoes might run out fast and you can buy more potatoes from your suppliers without having the fear of wasting them. You could be using potatoes as a side to go with your chicken chop dish - And you could use the same potatoes for another dish like a potato salad or fish & chips.

3. Why should F&B businesses be concerned about food wastage? 

Food wastage is a rising problem in the F&B industry. It is often that we see F&B businesses throw out ingredients or dishes simply because they don't meet perfection. As noted by The Straits Times, the cost of food has been rising and it is exacerbated by movement controls because of the pandemic. Now, more than ever, sustainability should be a priority and this direction has to come from the head of the F&B outlet. 

All in all, customers tend to notice and support F&B businesses that advocate sustainability through their actions. For example, there are Facebook groups, pages created by pro-sustainability folks, who recommend cafes, bubble tea, kiosks that allow them to use their own reusable containers/cups. With that, let’s make a change and play our part in upholding these food wastage practices and earn money out of it! 

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Caroline Yap is the editor and intern at iCHEF Singapore. She manages iCHEF Club, a growing community of F&B owners in Singapore – organizing events, an online newsletter, and the F&B Entrepreneur Bootcamp, the only regular workshop on opening a new restaurant in the country. In her spare time, she loves drawing, painting, and creating new visuals. Her love for Korean food runs deep such that you can spot her at any famous Korean Restaurant in Singapore.