Category : Customer Experience

Working Smarter Together for a Greener Future

Keith Hobbs

We all have lots of hopes for the year ahead. Freedom beyond the pandemic. Good health and happiness. And perhaps top of the list, an end to climate change and the move towards a greener future. We can’t pretend to have all the answers or the power to make big changes here at Fresssh, but we are trying to do our bit. Our clients are keen to do the same and it’s great to see what can be achieved when we work together.

This method of working smarter together makes it possible to service multiple stores in a particular restaurant group or geographic area during the same visit. It offers mutual benefits, not least of which is delivery turnaround improvements for our customers.  We want to extend our thanks to those restaurant groups that have already recognised the benefits of working this way.

Our newer approach of coordinating call outs and store visits so we service neighbouring venues on the same day is an important one. It minimises waste and maximises fuel efficiency so we can still provide the same first-rate service whilst simultaneously reducing our carbon emissions. We are delighted that so many of our clients have a similar mindset and are on board with this approach. It is making a big difference.

We’ve always believed in working alongside our clients to support them with their brand image maintenance and so it’s brilliant to see that same partnership model applied to environmental issues too.

For many years we’ve been proud to count hundreds of McDonalds restaurants among our customers. We know they take planet positivity seriously at a corporate level – you may have seen their Plan for Change. It’s great to see that same commitment from every individual restaurant too.

Interested in protecting your interior, and the planet? Get in touch – we’d love to help.

Location, Location, Location

Keith Hobbs

What makes a successful business? One of the big factors in our ability to consistently provide a first rate service that is always on time and on budget is our location. Maintaining the interiors of almost 500 restaurants doesn’t happen by accident – our central Midlands hub allows us to be responsive, coordinated and accessible to venues across the country.

With the A1 on one side of us, and the M1 on the other, along with key strategic East-West routes nearby, we are within easy reach of most of the UK. Rail connections here are second to none too. Combine all this with careful planning and strong customer relations, and we always make every journey count, ensuring sustainability and environmental concerns play their part.

When importing fabrics and furniture from our global partners, the location of East Midlands Airport is also key. As the UK’s main freight distribution hub, the airport is equally strategically placed and less than an hour from our base. It’s no wonder our existing customers value our location, our speed of service and our efficiency as much as they do.

This location has been a key factor in our ability to work with nationwide hospitality groups as well as smaller independents. Our clients need a team who can respond quickly to ensure their interiors look sharp and fresh all year round. We make that happen.

Being based where we are means we don’t have to waste time and resources on transport and can focus on the things we do best instead: outstanding craftsmanship, quality repair and installation, expert service. Missing that from your current repair and maintenance team? Give us a call: 01623 883602.

Casual Dining: A Full Sensory Experience

Keith Hobbs

The idea of ‘casual dining’ is rapidly changing. Where once it meant average food in an average setting, it now offers so much more. Customers expect high quality, innovation and excitement in their dining experience and restaurant groups are doing more and more to encourage their customers to linger, take their time, order more and enjoy a full sensory experience when dining in one of their venues. You only have to look at the list of new groups setting up in the UK post-covid to see how important a sector this has become.

Competition within the dine-in industry is very high. In order to keep customers happy, restaurants are using a range of different methods to strive for bigger market shares. Creating an environment that customers enjoy coming to is fundamental in determining customers’ satisfaction. Creating a safe space that customers feel relaxed and secure in as we all learn to live with coronavirus is also key.

Sensory marketing, as part of this, relates to the five customer senses while they are in store: what can be seen, what can be heard, how comfortable are the surroundings, how does the food smell before they order and finally, how does everything taste once they have their order.

The sight, smell and taste of the food is pretty self-explanatory, but the restaurant groups enjoying real success are the ones who understand how important the full dining experience is for their customers, in terms of music, lighting, seating and customer service.

The sight, smell and taste of the food is pretty self-explanatory, but the restaurant groups enjoying real success areSeating, lighting and ambience are all vital building blocks for the perfect customer experience. This in turn encourages longer visit durations and an intention to revisit the restaurant. No wonder then that our brand image support is such a valued and important lifeline for so many of our clients. We protect their investment ongoing, acting as a specialist insurance policy that keeps them looking and feeling great.

Retaining customers and encouraging their loyalty to revisit is dependent on the satisfaction of the holistic consumer dining experience at the restaurant.

Customers today want to enjoy more than just food, they want an experience that is engaging and memorable – which is where we come in. As long time trusted suppliers to McDonald’s and others, we work with our customers to minimise disruption and deliver repairs and maintenance that protects their brand image – and ensures their customers keep coming back.

Why Our Customers Use Us

Keith Hobbs

“Our customers expect high standards. It’s important that the environment in which you’re eating looks clean, looks professional and looks well maintained. The restaurant we’re in at the moment cost over a million pounds. It keeps the restaurants we spent a lot of money on looking as sharp as they did when we first opened them.”

Sometimes, it’s easier to let our customers do the talking for us. In this short video, Jerry Nicholls, McDonald’s franchisee and owner of 10 restaurants, explains why he uses Fresssh Image to maintain and protect the interiors of all his restaurants.

“I would always recommend Fresssh to anybody. I know if I’ve got an issue they will move heaven and earth to come and sort it out. They’re reliable and they’re stress-free.”

Thanks Jerry!

Are you ready for al fresco?

Keith Hobbs

The days are longer, the weather is warmer, and the roadmap to recovery is pressing ahead. We can’t wait to be sat in the beer garden, at the terrace, on the pavement: the al fresco options are endless!

The hospitality sector is always innovating anyway and we’ve loved seeing all the different ways our clients and friends are embracing the upcoming patio season, but it’s great to see so many Councils being more flexible with pavement seating options too. 

Areas like Covent Garden have radically innovated their space and surrounding areas to open up even more outside dining and drinking spaces. Closer to home it’s great to see Nottingham City Council altering road layouts to cater for greater pavement hospitality options. And globally we’re seeing trends shift and new patterns emerge as we all embrace our new normal.

However you tackle the conundrum of being safer outdoors, comfort and safety are key. Customers want to relax and enjoy themselves, safe in the knowledge that there is space around them and that all surfaces are clean and not damaged.

From a seating point of view, durability and comfort are key. Furniture needs to be sturdy, weather resistant and well-maintained. Keeping surfaces smooth and free from damage means there aren’t spaces for germs, dirt and bacteria to build. Regular deep cleaning ensures that staff cleaning systems are effective and manageable. We can help with all these aspects.

But we all need a bit of luxury too! Soft furnishings, lighting and imaginative use of the space all make such a difference. Cushions and covers can be brought inside to protect them, but can offer warmth and comfort when used.

We partner with specialised architectural joiners and can offer a range of exciting outside seating and structural options as a result. We can work with you to create a bespoke solution.

Our Brand Image Maintenance Service protects outside spaces just as much as indoor, and enables managers and owners to protect their outdoor investment securely. Take a look at the work we did for The Crescent Inn here.

Need to bring your outdoor seating and structures up to speed? Get in touch – we are always happy to give you a maintenance and repair quote.

Where Tech Meets Taste

Keith Hobbs

This past year has seen a lot of changes within hospitality, largely driven by the pandemic and the challenges it has created. But we’ve seen some exciting developments too, not least around technology. Digital means of staying in touch with customers have become more important than ever, and we’re looking forward to seeing the different ways these will be harnessed once dining in is given the green light again.

Grabbing a bite to eat in your favourite fast food joint will be a different experience to how it was even just a few months ago – not because the menu is changed dramatically but because of the introduction of technology in store. You may have noticed this already when ordering take out. Click and collect, order and pay, contactless payments – they all show how tech that talks to each other can streamline the service in your venue.

These digital developments are changing the way we order and the way we eat, and they have significant repercussions for how you need to view the interior of your venue. Here’s why.

As technology makes customers and crews’ experiences easier and more streamlined, the focus is clear: if digital can aid convenience and increase sales, it’s a win. Inspiring loyalty often comes down to catering to guests’ individual needs. That’s what they’re used to elsewhere. Why not in their food-purchasing journey? Digital features that promote personalisation and encourage additional sales are set to become mainstream in McDonald’s and elsewhere. Post covid, they are likely to emphasise safety too, which can only be a good thing.

This focus on tech in the ordering side of things frees up staff to focus on the customer service once inside the store. For those guests who need to grab and go, technology adds speed and convenience. For those guests who want to linger, technology enables colleagues to offer personalised service inside. With digital table top entertainment, and table service now standard, good quality seating that matches the brand ethos and standards is vital. A layout that encourages guests to be comfortable and go back for seconds is key – and the perfect match to the latest digital tricks deployed elsewhere.

Need to refresh your interior? We can help. We never put covers over covers – instead we offer repair and reupholstery to protect your investment and bring your brand image back to looking its best.

What Our Clients Say About Us

Keith Hobbs

From the very beginning, when we first set up Fresssh Image, we have been 100% focused on our customer experience. We knew from our professional lives to date just how vital strong client relationships are for success, and we’ve worked hard over the years to build meaningful connections and supportive networks with clients, colleagues and suppliers alike.

As part of this commitment, we regularly ask for feedback. We know many businesses can be scared of feedback for fear of hearing something negative, but we’ve always embraced it. It means we always know how to improve and are able to action changes quickly, and it also means our clients know we value their feedback, and their input. We know exactly what we do well too, and can communicate this clearly with new clients as well.

We wanted to share some of the feedback we have received from our clients with you. We are proud of our work, our ethos and our values. It’s great to know others are too.

Coronavirus : Why cleanliness matters more than ever

Keith Hobbs

With news of the spread of COVID-19 developing every day, many venues in the hospitality and leisure industry are concerned about the impact on their turnover and footfall. Guests are changing plans, and demanding the very highest standards of hygiene and cleanliness from every bar, restaurant and hotel they frequent. Never has it been more important for your venue to be spotlessly clean to minimise any infection risk.

Venues are being advised to prepare a prevention plan that protects employees and guests while on your property. It should put potential guests at ease and help to ensure a positive, safe experience at your setting. First and foremost in this plan should be cleaning and hygiene preparations to ensure there are no spaces for germs to lurk, or uncleaned surfaces where contamination can linger.

It can be difficult for teams that are under-staffed or over-stretched to find the time to do the deep clean every toilet or staff room periodically needs. We are already helping clients with this and carrying out extensive cleaning to ensure the very best hygiene standards – do get in touch if you think your venue could benefit from a deep cleaning session this month. We are here to help.

Target Your Toilets

Keith Hobbs

Toilets are often the first and final thing your customers see. No matter how good the meal was, customers will remember that unpleasant smelling and dirty loo and be reluctant to return.

If you’re really unlucky they’ll tweet about it. With pictures.

If the toilets do not reflect the same standards as the rest of the space, it can erode trust and reflect badly on your brand. Cleanliness with an aroma to match is key. And good hygiene builds confidence in guests to trust in your standards.

Yet we all know cleaning teams are limited by time and resource. This is why scheduling a regular deep clean is vital. It doesn’t replace your day to day cleaning. Rather it provides a high-quality platform to work from, ensuring your brand image is maintained and your customers’ experience is protected.

Our new Toilet Deep Clean service aims is to refresh your public toilets every quarter (or whenever suits you). We will work alongside you and your team to deliver the highest standard of cleanliness in one of the busiest areas of your restaurant.

•  The work can be carried out overnight to cause the least disruption to your customers.

•  It delivers hygienic detail to key areas such as tile grout, urinals, toilet seats, pipework, hand dryers and soap dispensers.

•  Pictures of before and after the deep clean will be taken and sent to your management team.

•  It supports the restaurant team(s) in being able to focus on other areas.

The best brands have the best toilets – it’s as simple as that.

Your toilets should be recognised as a prime opportunity to offer one last touch of hospitality before the customer leaves.

Interested in finding out more? Contact us on for a full quote – let’s add some sparkle today!

Cost-effective ways to improve your pub’s appeal


Without doubt, one of the UK’s USPs are its pubs and their vast range of beers. With tourism growing significantly outside of London, pubs nationwide ought to maximise the appeal of their venues with enticing interiors, alfresco dining and great value-for-money menus.

As casual dining hasn’t quite hit the heights many thought it would, pubs should seize the opportunity and convince visitors that the pub is now the place to be, but they need to look worth stepping over the threshold for.

Limited on budget but want to increase your pub’s appeal? We’ve worked in the pub industry for over 10 years so know the challenges you face day-to-day. For pub owners looking to increase their venue’s footfall and profitability, we’d recommend these tips for competing in today’s competitive hospitality market.

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Farnsfield, Newark, NG22 8LY

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