Country Kitchen looks to accelerate development, remodel efforts

Nation's Restaurant News, May 5, 1997 by Whit Smyth

Whit Smyth

NASHVILLE, Tenn. - Despite record-breaking profits last year, Country Kitchen must 'pick up the pace' in store development and remodeling and also improve customer satisfaction to remain competitive, said new president Charles Foster.

Named in January to head the privately held chain, Foster made his remarks recently during a companywide, franchise meeting here. Country Kitchen is a full-service restaurant chain with 250 units in the United States, Canada, Puerto Rico and Indonesia. Up to 75 percent of its domestic units are concentrated in smaller-market Midwestern cities.

Foster said the chain faces increased competition from family-style operations like Perkins and Bob Evans Farms as well as from other casual restaurants and quick-service restaurants moving up. 'There are lots of people with billions and billions of dollars competing against us,' Foster told franchisees. 'We must evolve to stay competitive.'

To do so, Foster said the chain must achieve its goal of 28 new domestic-store openings in 1997 and also follow through on global expansion opportunities in the Philippines, Latin America, South America, Europe, Mexico and the Middle East. 'We are also exploring ways to increase expansion in travel plazas where we have locations in Wisconsin and Texas. This represents a lucrative market for us.'

According to Foster, the remodeling effort is crucial to success. Launched six years ago, this program is designed to refurbish all interiors and exteriors with a Midwestern farmhouse, turn-of-the-century look, complete with front porch and contemporary color schemes. Although he declined to say how many units have been remodeled to date, he said consumers love the new look, and 'we need to see substantial progress in this area.'

Founded by Bill Johnson in 1939 in Cincinnati, Country Kitchen International is now part of Carlson Hospitality Worldwide, which also owns the T.G.I. Friday's chain.

A 23-year foodservice veteran, Foster, 39, spent the last seven years in management positions with Friday's. He was vice president of the Midwest Division before being named president of Country Kitchen by Curtis Nelson, president and chief executive of Carlson Hospitality Worldwide. Foster's position was created last year when Carlson split its Country Hospitality group into separate brands - Country Kitchens and Country Inns and Suites. 'Charlie has a solid grasp of the Midwest markets where Country Kitchen is primarily located, and his operational knowledge is outstanding,' Nelson said.

With his background, it's no surprise that Foster emphasizes operational consistency throughout the chain. Success in that area will lead to greater customer satisfaction, he said, noting that 'by year's end, we need to see positive movement in our attribute ratings.'

Country Kitchen's 100-item menu features traditional family foods like turkey, home-style ham and pot roast dinners, averaging $4 to $6 for breakfast and up to $7 for lunch and dinner. With the addition of contemporary items like herb chicken and fresh tomato pasta, the menu is evolving to meet changing consumer tastes. Another evolutionary concept - home-meal replacement - is also being tested near company headquarters in Minneapolis.

Finally, with most of its restaurants franchise-owned, Country Kitchen must focus heavily on franchise satisfaction. 'A number of programs have already been implemented, including quarterly advisory council and sub-franchise group meetings,' Foster said. 'We need to solicit information from them, analyze it here and then get their support. Communications must be a two-way street.'