The dance

We are overwhelmed these days by your response to the food and service we provide at the Star. Purely, simply overwhelmed. It moves us to do better, to try harder, to be the very best we can be.

A while ago, I found a doormat with the words “memories made here” printed on it. Those of you who read my blog know how much I value customer experience. That doormat says it all for me. It is a daily reminder to our team that we are in the business of experience, not simply feeding people. When we train new staff, we tell them the Star is about experience, not just getting the food on the table.

I see service as a dance where front-of-house, back-of-house and customers all have a role to play. Back-of-house staff are the heavy lifters, providing the solid base for the movements of the servers and customers. Servers must be graceful, energetic and responsive, making sure customers feel at ease and cared for. Customers, as an interactive audience, let us know when we do well or fall short, which helps us perfect the dance.

All right, I may be stretching the metaphor a bit, but the point is this. Figure out what you do, do it well, and stay true to your core values. That brings positive results you can build on.

So thank you to all our customers – those who praise and those who tell us we can do better. We are indebted to you all.