What do they really want?

In response to Philip Clutton's letter, "Serve better food or get out of the road", (Caterer, 6 April, page 20) I agree with what he's saying. RoadChef chief executive Martin Grant should get himself on the road and see what's really going on.

Often those at the top just don't realise what their customers' needs are. Instead of worrying about "outdated laws", they should sit down and ask themselves why their customers might not be coming back.

Who's responsible? Have your managers got sufficient leadership skills? Is further training required to achieve high enough standards?

I suggest doing more spot checks and having a look at both the food preparation and how it goes out to meet the customer's eye.

George Wedgwood
Industry training manager, Germany.

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