Customer loyalty essential to local restaurants’ survival

The pressure on our own local food retailers (and all local businesses) has never been greater. In reality, many have long left the marketplace, and the shops where “the owner is in the store” are fast becoming an endangered species.

Big boxes and retail chains have gobbled up large pieces of the local economy. While almost every conceivable fast food restaurant and chain sit-down restaurant can be readily found in the local Bangor region, the family restaurants are mostly a memory of the past. Pilot’s Grill, The Pine Tree, Miller’s, Benjamin’s, Brountas’, Freese’s, including Freese’s lunch counter, have all faded from our view and palate.

The chain food restaurants are identical across this land, and once inside, it is difficult to discern whether you are in Bangor, Maine, Keokuk, Iowa, or Boise, Idaho. The upside of the chains is that you know what’s on the menu, you’re sure about the food quality, the decor, the service, the pricing. This is a true advantage over days of old, when every restaurant was different in all these characteristics. It was often quite a gamble to walk in for the first time. The experience might be wonderful or it might be downright dreadful.

Today, finding family-operated restaurants that are successful is a challenge in our area. The high quality of the food, the uniqueness of the decor, the level of service and attention to detail is important and distinguish these establishments from the chains. Local stores struggle to find and improve upon niche markets where they are unexcelled. Bagel Central, The Friars Bakehouse, Baldacci’s and Dysart’s are but a few examples of locally owned and operated restaurants.

Supporting our local restaurants also helps keep the community’s economy vibrant and stronger. Dollars stay in the area and are circulated many times without being sucked out of town, never to return. Local suppliers, accounting firms, legal services, and many other vendors serving a local restaurant all benefit. It is amazing that many chains have their climate control systems regulated by remote control from Rochester, N.Y., Las Cruces, N.M., or in some other faraway, computerized place. Do they really know how cold it is and how hard the wind is blowing here in the Queen City?

The point is, no matter what the management issue is, from how hot or cold a restaurant is to purchasing decisions or parking lot configurations, locally owned and operated establishments can make quicker and more relevant decisions because they are closer to the issues. These merchants often have a much better handle on the needs and wants of their customers, as well. There is something to be said for a pub like TV’s Cheers, “where everybody knows your name.”

Price and value also play a large role in the success or failure of these establishments. While customers may pay a little more for the meal on their table than at a chain, the uniqueness and character of the dining experience may make the value of the meal much higher.

Abandon the chain restaurants? Only dine at a local restaurant? Heavens no. Try them all, but remember the true value of a good local restaurant and support them when you can. Every day, they risk success or failure based on your support. Unlike the chains, which can often wait years to turn a positive bottom line and are supported in the meantime by a large parent corporation that can keep the cash flowing, local operators are challenged each day to meet payroll, pay vendors, and make a profit, if they can. If we customers can’t provide the necessary support, these shops will be added to that long list of places that exist only in our fond memories.

Consumer Forum is a collaboration of the BDN and Northeast COMBAT-Maine Center for the Public Interest, Maine’s membership-funded, nonprofit organization. Individual memberships $25, business rates start at $125 (0-10 employees). For help and information, write: Consumer Forum, Bangor Daily News, P.O. Box 1329, Bangor 04402-1329.