Business Transformation - Chessington Garden Centre
With all the hardship and discomfort of the past year it’s easy to forget that magic never dies – we just need to summon it into being.
Life and business may have been tough for a while but having a dream and being bold is the way to catalyse success.
And one of my recent case studies - a business transformation project - has managed to do just that.
An unlikely move
During the lockdowns many top chefs have been resting, but three of them – Lawrence Keogh, Paul Bates & Vince Carr - have been working on a brilliant new kitchen endeavour and farm shop with the owner & MD at the Chessington Garden Centre.
Having been the previous Executive Head Chef of The Wolseley and Borough Market’s Roast, Executive Head Chef of Grosvenor House on Park Lane and formerly chef of Roux Fine Dining respectively, this team have all the right ingredients to dream big.
They’ve founded a new Farm Shop food offer which is opening after Easter 2021 and an improved restaurant offer which opens as restrictions ease through May and June.
Visitors will be welcome to come and enjoy some of the most exciting and innovative dishes conceived by these illustrious culinary names, all served up by the Garden Centre’s existing staff on the 20,000 sq ft site where the chefs have introduced new ingredients, suppliers, methods, equipment and standards into the kitchen.
The emphasis will be on local produce and ingredients, sustainability and emerging food trends, including an extensive vegan offer on the menu. Additionally, the chefs have reconceived the Garden Centre’s deli offer and trained the existing staff in service.
I genuinely can’t wait to visit it in all of its glory.
But this story also tells a few important truths about business transformation which are worth recounting.
Firstly, dream big, then create a bold plan and surround yourself with the right people to make it happen.
Business transformation involves being bold and thinking big, even when the market environment doesn’t look positive, and some indicators may suggest a different course of action. This project is exactly one such bold move, completely overhauling Chessington Garden Centre’s business model.
The world of retail has and is shifting quickly and dramatically. Chessington GC have created a new business strategy which includes investing in a world class shop fit out for a 20,000 square feet retail farm shop within the site. This food and drink offer is one of a number of bold and exciting moves across the whole business proposition.
The leadership team at Chessington have reviewed their food and drink supply chain to bring in some of the leading local manufacturers and suppliers in their fields, bringing Gentleman’s Barristas, Millers Bakery, Harvey Brocklers and Hill Farm Butchers into this exciting future-proofed retail opportunity. I’m sure we’ll see many more high quality local manufacturers and suppliers feature in Chessington’s Farm Shop as it’s set to be a hub for strong local food businesses
The question of humility in leaders
“Humility is not thinking less of yourself, it’s thinking of yourself less.” CS Lewis
Humility often goes hand-in-hand with creativity. It’s a mark of the openness to new experiences and perhaps even selflessness that these big names from the London dining scene have devoted their passion, energy and incredible skill to create something magical and special, in what is an extraordinarily difficult time.
When you’ve already had huge success in business it could be easy to be closed to opportunities such as this, but these big names have spotted the potential and the opportunity to create transformation. They’ve collaborated and used their skills, knowledge and experience to bring people together to transform the offer and quality.
They set about creating a fresh, inspiring and relevant food offer alongside empowering staff to new operating standards. Training and step changing capability levels is also helping them to transform both staff productivity and engagement.
In Chinese the word for crisis is also the word for opportunity
The industry may seem to be on its knees but in another sense, it is ripe for innovation and creativity. Successful transformation relies on the ability to see every possibility.
What is clearer now than ever before is just how crucial innovation is to a sustainable business in the long term. Working on digital transformation in the engine room is just as important to long term success as the front end offer.
And lastly, there’s the question of quality
And the way that business is conducted. If something is worth doing, it’s always worth doing well, and the professionalism of this endeavour will catapult the Garden Centre’s foodie reputation into a different league.
A focus on systems and processes, operating standards together with creating clear guardrails and expectations for staff is an increasing priority for managers through the business. Real success comes from consistency and exceeding customer expectations every time as strong as the first time.
Discover what if…
...you dare to dream, be bold, and ask for help when you need it. What if you learn to expect the unexpected and find the opportunities in a crisis?
Chessington Garden Centre’s strategic transformation is something few of us would have thought possible a year ago. Dynamically changing their business processes to turn a garden centre into a world-class dining destination, whilst investing wholeheartedly in a fresh cutting-edge new farm shop retail venture, is no small endeavour.
It’s been a privilege and a magical experience to be involved in this, bringing people together and giving them the confidence to dream big and the support to go for it.
Meet Kate Fletcher
I have 25 years’ experience transforming businesses, including as Commercial Director on the Board of a FTSE250 company. I’ve worked closely with over 150 Chairmen & women, CEO’s and senior executives.
I work with CEO’s, Boards, Leaders & their organisations. I work with clients 1-2-1 & as a group.
Working with me provides a different perspective & the benefit of a collective wisdom from others in the same boat.
Beyond work I’ve inspired & led winning teams, having sailed around the world & played national hockey. As a mum to two children, I also understand the reality of balancing family & career.
You can stay connected with me via LinkedIn or email me to arrange an exploratory conversation.
