Running a successful coffee shop chain requires more than just serving great coffee—it demands strategic planning, operational excellence, and a deep understanding of the market. To shed light on this dynamic industry, we recently sat down with Mr. Por LIM, Vice-President of the Cambodia Restaurant Association and General Manager of Starbucks Cambodia. He shared his expertise on the unique challenges faced by chain coffee shops and his perspective on exciting new initiatives transforming the sector. Let’s dive in:
How is your experience in managing franchises, and what key factors do you find essential for success?
“In managing franchises, for me, the most crucial aspect can be summed up in one word: Quality Control. This involves effectively managing our production chain. For instance, not only for coffee shops but when we open a restaurant, we need to ensure consistency across branches—how we manage food quality, customer service, and operational systems must be uniform. Before launching a franchise, we must consider all these factors. Quality control, particularly in food, is vital. For example, if we sell Kuy Teay soup, we must ensure that the taste is consistent across all branches. We need to monitor flavor, presentation, and overall quality closely."
What common challenges do you think chain coffee shops face, such as Starbucks?
"Starbucks is not just in Cambodia; it has a presence worldwide with over 30,000 branches. In my 10 years with Starbucks, we are approaching 50 branches by the end of this year, including locations in Phnom Penh and the provinces.
We face several challenges. For example, in Phnom Penh, delivery is relatively easy, but in the provinces, it takes much longer. To ensure that our product maintains the same quality and taste across all locations, we have to invest significantly in each branch, whether in a city or provincial area.
Additionally, as we expand, customer service becomes a crucial issue. Starbucks emphasizes self-service, where customers can place their orders themselves. However, new customers may not be familiar with this process and often need our staff to guide them. These are just a few of the challenges we encounter as we grow."
How can business or coffee shop owners, especially new or inexperienced owners build strong relationships with their customers?
“I believe that whether you’re opening a restaurant or a coffee shop, the first step is to understand your product and identify your customers. It’s essential to approach this with passion. Personally, I’ve been with Starbucks since day one, and I know my product, my customers, and my team.
For coffee shops, we need to ask ourselves: what sets us apart? Are there competitors nearby? What is unique about our product? If we’re selling a similar product, we should focus on our customer service and consider offering additional options, like unique flavors.
We must think about how to differentiate ourselves. If we offer discounts, others will likely do the same, so we need to find what makes us special. I’ve seen businesses that simply follow trends without a unique selling proposition struggle and ultimately close because they lack differentiation.”
What are your thoughts on the new package, 'New Synergistic Solution to Ignite Your Restaurant,' launched by b. Consulting in partnership with Bizkhmer Digital Media?
“As the representative of the Cambodia Restaurant Association (CRA), I am pleased to have signed an MOU with b. Consulting to support the F&B sector, particularly for new restaurant owners who may have concerns or face challenges. I believe this new package, 'New Synergistic Solution to Ignite Your Restaurant,' offers valuable resources to help businesses expand their market presence. It includes marketing consulting and comprehensive support, which will benefit our members and the industry as a whole. I am grateful for this opportunity and look forward to fostering the growth of the F&B sector in Cambodia.”
b. Consulting Cambodia doesn't just support the food and beverage industry—we ignite your potential. Our collaboration with the Cambodia Restaurant Association (CRA) and initiatives like the "New Synergistic Solution to Ignite Your Restaurant," in partnership with Bizkhmer, reflect our dedication to empowering both new and established businesses. Together, we can tackle market challenges and elevate the F&B sector in Cambodia
Ready to take your F&B business to the next level? Let's brew something special together.
📱 010 518 700
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