QSR June 2022

SERVICE MODELS

feet, the Westfield café covers but 2,700 square feet, a more compact size that positions Friendly’s Café to enter dif ferent markets. The new restaurant’s menu pairs beloved Friendly’s classics like SuperMelts and ice cream sun daes with new options like Tater Kegs, the $100,000 Cobb Salad, and a Dori to’s Cool Ranch ChoppedCheese Burger. Guests order at the counter or via a QR code at the table before staff delivers food to the table. “This new concept is very exciting because it shows how we are growing and enhancing the Friend ly’s brand, while also maintaining key staples that make the brand what it is,” Erlich says. EARLY RETURNS: In advance of its early 2022 opening, Erlich heard mixed opinions about how the café concept would be received. Within the café’s first week, however, he says the company had received “a lot of positive feedback from customers.”

FAMOUS DAVE’S IS PILOTING A VARIETY OF MODELS, INCLUDING A DRIVE-THRU.

while traditional full-service restaurant development will continue, albeit with restaurants carrying a reduced foot print, Crivello says Famous Dave’s has current and prospective franchise part ners eager to build a Quick ‘Que.

Famous Dave’s CEO Jeff Crivello says. The smaller footprints, compelling real estate opportunities, and simplified operations of the quick-service envi ronment certainly appealed to company leadership as well. COMPARE AND CONTRAST: While the Quick ‘Que menu resembles that of Famous Dave’s full-service res taurants, the company eliminated steps of service to ensure a faster, more con venient experience. “People want less human contact, at a faster pace, and on demand,” Crivello says. EARLY RETURNS: Quick ‘Que has captured quick success, Crivello says, as customers appreciate the ability to get Famous Dave’s hearty barbeque via delivery, dine-in, carryout, or the drive-thru, where Famous Dave’s boasts ticket times on par with other quick-service concepts. “We know the demand is there,” Crivello says. WHAT’S NEXT: Crivello calls the Quick ‘Que model Famous Dave’s primary growth vehicle moving forward. Soon after opening in Las Vegas last August, additional Quick ‘Que locations opened in Coon Rap ids, Minnesota, and South Salt Lake, Utah, a nod to Famous Dave’s national plans for the nascent concept. And

Friendly’s to Friendly’s Café DEBUT: February 2022 in Westfield, Massachusetts

MOTIVATING FACTORS: Friendly’s CEO and president Craig Erlich says current times call for a model like Friendly’s Cafe to com plement the company’s traditional full-service restaurants. The café con cept enables Friendly’s to serve guests in a new way while empowering the company to explore innovations in menu and technology. “[Quick-service] and fast-casual concepts are leading the way during a time when customers pri oritize convenience and flexibility in their dining experience without having to compromise quality, service, or tradi tion,” Erlich says. COMPARE AND CONTRAST: Whereas the traditional Friendly’s res taurant averages about 3,800-square

WHAT’S NEXT: Friendly’s leadership intends to open additional Friendly’s Café restaurants, but it will first monitor results of the Westfield location. “As with any new concept, we want to gain feedback on what is working and what’s not and fine tune along the way,” Erlich says. q

Daniel P. Smith is a regular contributor to Food News Media and is based in Chicago.

FAMOUS DAVE’S QUICK ‘QUE, FRIENDLY’S (2)

22

JUNE 2022 | QSR | www.qsrmagazine.com