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Risson's Restaurant and B&B – case study

Anne and Scott Baxter are the proud owners of Risson's Restaurant and B&B, located in Strathaven, Scotland. Scott's parents owned a restaurant and a café and that is where he discovered his passion for cooking. He worked as a chef in different restaurants in Scotland before deciding to run his own restaurant. He and his wife Anne bought Risson's in 2002 and since then the restaurant and accommodation have flourished to the successful place it is today. Scott is also the head chef of the restaurant and apparently, he knows what he is doing as the restaurant has been awarded The AA Rosette Award, every year since 2002! The B&B is also awarded 3 stars by Visit Scotland and the 3 AA Stars.

"The secret to running a successful business is that we do what we believe in."

When Scott and Anne bought the restaurant they focused on getting their name out there. They used special offers and started to attract customers who were so amazed by the food and service that they quickly became regulars. The secret to their success, Scott said is the customer service they provide: "I know that everyone says that, but it is never really about the money, but about making people happy. We have always done what we believe in and that is looking after our customers in the same way that we want to be looked after."

"freetobook is amazing"

"Anne discovered you through the Visit Scotland website," said Scott. Before finding about freetobook, they did not even have a website. "We realised that we were going to be left behind if we didn't go online." They could also see their rooms weren't being utilised and money was being lost, but their room sales have grown year on year since joining freetobook and now Scott says "the only problem is we're too busy!".

Scott said the Channel Manager connections with and Expedia are a good form of advertising but they are now focusing on increasing direct bookings because they want to put more money back into their business. Indeed, reinvesting in their business makes Anne and Scott feel good because they want to ensure their customers are happy and enjoy the experience.

They are very busy and using freetobook's Fabpay really helps, "We had another card terminal, but Fabpay is cheaper and easier to use and we are glad that we decided to use it". Scott has been so impressed with freetobook that he's recommended it to several other local businesses.

In the distant future, Scott says they might concentrate more on the B&B rather than the restaurant but we hope that the restaurant is there to stay.

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