Customer Case Study - The Cove, Otley.

Quality Triple F Chips and Customer Service Is the Key to our Success.

2008 Fish and Chip Shop Award winners, John and Christina Georgallis say they would rather spend time with customers and monitoring quality, than peeling potatoes.

Since working in his friends and relations chip shops, John Georgallis has always had ambitions to own a fish and chip restaurant. And after 20 years in key account sales with major companies, the dream came true in 2007 when John and Christina bought The Cove Fish Restaurant, in Otley. After a refurbishment trade started in May 2007 and what a start!

In their first year, they lifted the Heinz Pleazme Award for Customer Service at the 2008 Fish and Chip Shop Annual Awards.

"Turning to Chips, when we took over the business, the previous owner had started trialling Triple F Chips. I started taking samples, and after doing my costings it became evident, that my time was best spent out in front of customers, building relationships and ensuring a high level of customer retention."

"I also needed to be sure of consistent quality and the ability to experiment with different varieties. Triple F Chips not only provided consistency, but were more interested in the chip quality as opposed to variety."

"Maris piper historically has been the most popular variety of potato that has been used for many years in the Fish & Chip shop industry with good quality results. Unfortunately in recent years the quality and consistency has not been as good and there are now other varieties available with better quality and consistency like Ramos, Cabaret and Markies.. You need to be open minded" says John.

David Linton of FFF and the Cove team.

Looking towards the future, John believes there are a number of challenges for the industry. Finding good staff will always be an issue as it is for many industries. However specifically for chip shops, climatic change has a major impact. Especially in coastal and holiday locations, good weather always brings people out, and potentially to buy fish and chips. Warm spring and summers, are what we need but they seem to be getting less predictable, and hence the ability to forecast sales.

He also believes that the cost of potatoes or chips will rise, due to cost of production and reduction in potatoes being planted. In the next season, the typical chip shop will be handling a more expensive potato, so there will need to be an even greater emphasis on the real cost of peeling, water and waste bills. Triple F Chips can provide a forward contracted price, so I know my cost from the outset and therefore I can focus on maximising income and monitoring portion control.

"I am not unduly worried about a potential recession as I believe 'The Fish and Chip Supper' still provides great value for money and nutritional benefit, in comparison with alternatives."