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Mike Hohnen

Pratical Application of The Service Profit Chain

April 30, 2016By Mike Hohnen

Spicing Up the Food Scene

Much of PF Chang’s success comes from its operations practices, analysts say. Restaurant managers are partial owners in the eateries they run. This helps reduce turnover — the bane of the industry — allowing the company to deliver the key factor in a restaurant’s success: a consistent customer experience in food and service, says Sharon Zackfia, an analyst with William Blair & Co. in Chicago, who rates PF Chang’s stock outperform.

What also helps, says PF Chang Chief Executive Richard Federico, is that his places offer extras not found at many mom-and-pop Chinese restaurants: upscale decor, dessert menus, cappuccino, and a 50-bottle wine list. “PF Chang’s has offered an alternative without compromising product quality,” he says.

Business Week

Filed Under: Foodservice

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