Introduction

Fai Watu is a logistics and consultancy, end-to-end bar solution for various sizes and types of festivals and events. This distinctive name blends Scottish dialect and Swahili, conveying the meaning “for the people or from the people”. With over 20 years of experience under their belt, they are dedicated to delivering exceptional event experiences for attendees and organisers, with a diverse team of skilled and dynamic professionals and diligent management.

Fai Watu works with both large-scale and independent multi-day music events. What sets them apart is their commitment to operating ethical and environmentally conscious systems. They prioritise working with suppliers located within a 100-mile radius, ensuring a sustainable approach to their operations. Unlike most event bar companies that either purchase contracts or take a significant percentage of turnover, they operate on a straightforward fee-based model, offering a transparent and fair alternative.

The primary focus of bar operators in the festival industry is simplifying product setup and maintenance, ensuring fast transactions, enabling offline payments, managing stock efficiently, providing real-time reporting, and offering an intuitive front-end with features like easy tipping, discount handling and voucher management.

Navigating Competitive Challenges

We recently had the opportunity to connect with Michael Havard, Managing Director of Fai Watu. We explored the specific challenges they encounter as a business and their experience collaborating with NOQ to overcome these particular challenges. One of the key challenges he highlighted was competition from large suppliers who often secured contracts by offering large upfront payments, sidelining smaller businesses. “The biggest challenge is usually down to competition. There are so many other suppliers who buy bar contracts, which means that you don’t really get a look in. Most clients, especially in our industry, take the money now as compared to the greater revenue that I can offer later on down the line”, he explained. According to Michael, this dynamic often becomes more appealing to clients than the promise of potentially greater revenue later.

In addition to this, Michael highlighted that another key issue was financial accessibility for independent businesses like his own. “Previously people like myself who run smaller companies, wouldn’t have the capacity to compete with the larger players because of the difference there is in cost of banking and financial services”, he mentioned. This challenge played a role in one of the deciding factors for him to start working with NOQ, as it offered a more affordable and accessible, yet effective approach.

The festival and event industry is dynamic and complex, requiring significant flexibility to navigate its challenges and demands. There are individuals who still prefer to use cash, whilst others are comfortable with cashless payments. It is essential to be flexible and accommodate both groups to support the success of your business. For Michael Havard, not accommodating one group over the other could be harmful to a business. “There are still a percentage of people out there who wish to spend cash. And so, to not cater for them, I think, is a dangerous precedent”, he emphasised.

Integrating a Customer-Centric Approach With NOQ

NOQ was introduced to bridge the gap between Fai Watu and the industry, delivering a customer-focused approach that empowered Michael Havard and his business to compete effectively with other suppliers and excel in the event space. Keep reading to learn more about the strategies and solutions that propelled the collaboration between NOQ and Fai Watu.

1. Levelling the Playing Field

NOQ’s affordable and efficient systems empowered Fai Watu to compete with larger players by reducing costs and offering cost-effective financial tools. Michael emphasised that the features offered by NOQ are exceptional and the best he had encountered, providing outstanding value for the investment. “I’ve only worked with NOQ for one year, across two events. However, the features that your company offers are far better than anyone else that I have spoken to”, he said. NOQ’s affordability yet robust features enabled Fai Watu to be in a position to compete effectively with other suppliers in the industry.

2. Real-Time Insights

The reporting app allowed Michael to track bar performance and stock usage in real-time, enabling precise forecasting and avoiding shortages. “You know how much each bar makes. The secondary part that my stock team can see at the back of house is for example, if I’ve gotten to Thursday and I’ve already used 40% of that product. I can then say okay, we’re going to need more stuff, but we will need it by Saturday morning because the sales are going up or it’s more than we predicted for that space. So therefore, we can manage that, and it has avoided the running out of stock”, he explained. Michael further mentioned that NOQ’s back-end portal was of great use to him and his business and was one of the features he distinctly enjoys.

3. Proactive On-Site Support

NOQ’s team provided hands-on support during events, resolving queries promptly and ensuring smooth operations. For Michael, this was one of, if not the key selling point that prompted him to switch over to NOQ. “It’s definitely one of the reasons why we switched. It’s just the willingness to deal with stuff on- site. One of the major reasons I switched truthfully, is the fact that if I call you, I get a response back promptly.” NOQ’s on-site support left a lasting impression on Michael, who praised the team’s exceptional responsiveness and problem-solving approach. “NOQ are willing to listen to these things. How to solve a problem or deal with something really matters and it’s really important for both myself and my clients.”

4. Flexible Payment Systems

By supporting both cash and digital payments, NOQ catered to diverse customer preferences while ensuring financial resilience during internet outages. “NOQ’s systems are really robust and my festival organiser clients are really happy to see things done in real time. You still handle cash, which is a really important thing for festivals. Not all, but a lot of independent festivals still want to maintain that. It’s to do with customer satisfaction”, he explained.

Recommendation

NOQ’s features and support left a strong positive impression on Michael, who did not hesitate to emphasise that he would undoubtedly recommend NOQ to other businesses in the industry. “The experience working with your company was really good because the pre-event work was always done within the time period that we needed it. With on-site support, your team were really proactive. You dealt with all queries quickly”, said Michael. He also shared that mentioning NOQ to suppliers gave him an edge and was a valuable bonus in his discussions. NOQ’s strong industry connections have helped elevate his standing, making him more favourable by association.

Conclusion

Fai Watu’s collaboration with NOQ has proven to be effective. It’s provided them with the tools and support necessary to overcome the challenges posed by larger competitors and the complex festival industry. NOQ’s cost-effective solutions, real-time insights, flexible payment systems, and support offering have empowered Fai Watu to deliver exceptional experiences for their clients, while maintaining a competitive edge. Michael Havard’s positive experience with NOQ reflects the our commitment to offering a customer-centric approach, making them a trusted partner for businesses in the event industry. With a focus on transparency, reliability, and innovation, NOQ continues to be an invaluable resource, enabling businesses like Fai Watu to thrive in a dynamic and competitive marketplace.