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STORE PROFILE Above: Bowser Bean Café’s flagship store, Canadian in Ballarat East; and top right: Bowser Bean Café Canadian implemented the industry’s first ‘cross shelving’ concept. including site-specific messaging on fuel bowsers and distancing stickers on the floor. “Our messaging is also displayed on our in-store media screens,” he said. Bowser Bean also rapidly deployed touch-free hand sanitiser stations, as well as introducing online order platforms such as Uber and Skip to bolster its touch-free offering. Despite the impact of the pandemic on the industry, “our food and coffee offer has maintained strong results”, Mr Gronow says. “This is a testament to our offer, as it further reinforces what I’ve always believed: we’re a café that sells fuel,” he said. “Despite the significant reduction in travel, our customers are continuing to love our amazing food and coffee.” Catering to market challenges Negative perceptions of the P&C industry continue to be a challenge for the channel, according to Mr Gronow. “There’s still a fight to be won around Above: Matt Gronow is the marketing manager at Bowser Bean Café/Vantage Fuels. He has worked at Bowser Bean Café/ Vantage Fuels for just under four years. He co-established/ founded Bowser Bean Café in 2017 with Managing Director and owner Haydn Tierney. challenging the perceptions of service stations providing standard and unappetising offers,” he said. Bowser Bean, he says, is delivering an attractive destination rather than a passing point. “We’re pushing the boundaries with what we’re offering our customers, as well as evolving our shop layouts,” Mr Gronow told Convenience World. “Our offer caters to the health- conscious customers, as well as those looking for a hearty treat – made fresh on-site by our amazing team.” Bowser Bean has worked with interior designers to ensure its dining areas offer the right mix of comfort and practicality. “We want our customers to be able to enjoy their food and coffee on-site, or do some work on their laptop,” Mr Gronow said. “Our goal is for our customers and staff to enjoy their experiences and look forward to coming back.” Growth opportunities Observing the popularity of its drive- through model, Bowser Bean will be developing the concept in both greenfield and brownfield locations. “We’ll also be looking to implement a new model at our smaller-footprint locations that don’t have the capacity for commercial kitchens,” Mr Gronow said. “Fast, high quality food and coffee is our main priority and we want it to exist in all shapes and sizes.” Bowser Bean will be rolling out at least six more outlets over the next two years. The most innovation, Mr Gronow says, will come through food and coffee technology. “As customer expectations for convenience get higher, it’s essential that we have processes and technology to cater for this demand and maintain speed,” he said. “As barista coffee is a staple within Bowser Bean, we’re always looking at ways to ensure quality and speed are maintained. There are some great automated milk frothing machines and automated tampers to help with this.” Mr Gronow would also like to see more innovation in shop layouts. “All service station shops look the same: same categories and same layout,” he said. “Our flagship site, Bowser Bean Café Canadian \\\[in Ballarat\\\], implemented the industry’s first ‘cross shelving’ concept \\\[pictured\\\] as well as in-built shelf fridge \\\[also pictured\\\]. “More needs to be done in this space as customer expectations grow.” Mr Gronow is hopeful that, post-Covid, the café industry will return stronger than ever. “At this stage it’s important to get as many smaller retail/café businesses back on their feet and operating to ensure the wider industry grows over the next few years,” he said. “We’re pushing the boundaries with what we’re offering our customers, as well as evolving our shop layouts.” SEP/OCT, 2019 CONVENIENCE WORLD 25