Emphasizing the Prioritization of Hospitality by Handel's Establishments
In the latest episode of the Restaurant Business podcast A Deeper Dive, Jennifer Schuler, CEO of Handel's Homemade Ice Cream, discusses the brand's strategies and focus on hospitality. Established in 1945 in Youngstown, Ohio, Handel's has been franchising for decades and boasts an extensive menu of ice cream flavors [1].
Schuler explains that while technology can aid back-of-house operations or help customers choose flavors, the core guest visit is about personal interaction, which they see as essential to their brand’s success. Handel’s does not have a mobile app to preserve the intimate, hospitable experience their customers expect, as they worry that too much technology might detract from that human connection and reduce opportunities for genuine hospitality [1].
By focusing on hospitality, brands like Handel’s benefit from stronger emotional connections with customers, which can foster loyalty and differentiate them in a competitive market. Hospitality emphasizes personalized service, warmth, and engagement, which many consumers value especially in food and retail experiences. This strategy has coincided with Handel’s recent growth, including a 38% sales increase last year under Schuler’s leadership [1].
Although Handel’s does not have a mobile app, they still offer convenience by partnering with third-party delivery apps like UberEats. This allows them to balance technology for convenience without compromising their hospitality focus [2][3].
Jennifer Schuler was named CEO of Handel’s Homemade Ice Cream early last year, and the podcast episode provides insights into the importance of hospitality in the ice cream business for this Ohio-based chain. The podcast A Deeper Dive, hosted by longtime industry journalist and Restaurant Business Editor-in-Chief, delves into restaurant finance, mergers and acquisitions, and the economy, with a particular focus on quick-service restaurants [4].
Listen to the podcast A Deeper Dive on Apple Podcasts or Spotify to learn more about Handel’s Homemade Ice Cream and their commitment to hospitality.
References: 1. Restaurant Business. (2021). A Deeper Dive: Handel's Homemade Ice Cream. [podcast episode] 2. Handel's Homemade Ice Cream. (n.d.). Delivery. Retrieved from https://handelsicecream.com/delivery/ 3. Uber Eats. (n.d.). Handel's Homemade Ice Cream. Retrieved from https://www.ubereats.com/us/en-US/food-delivery/handels-homemade-ice-cream/ 4. Restaurant Business. (n.d.). About Us. Retrieved from https://www.restaurantbusinessonline.com/about-us
In discusssing Handel's Homemade Ice Cream strategies, Schuler emphasized that while technology can aid operations and choices, a personal connection is essential for their brand's success. To preserve the intimate, hospitable experience, Handel's does not have a mobile app [1]. Despite lacking a mobile app, Handel's prioritizes convenience by partnering with third-party delivery apps like UberEats [2][3]. A Deeper Dive, a podcast hosted by Restaurant Business Editor-in-Chief, focuses on various topics related to the food-and-drink industry, including restaurant finance [4].
