It's the Little Things That Count

Lisa and I recently returned from New York where we were attending several trade shows including the National Home Textile Show and the New York International Gift Fair. While there we hit one of our favorite restaurants for dinner and were, as usual, delighted by the experience. The restaurant, Focacceria, in Greenwich Village is one we discovered a number of years ago and always try to make a point of going to when we're in town.

One of the reasons we like going to Focacceria, besides the outstanding food, is the ambiance and the staff. When we walked in this time, the hostess/waitress took one look at us, remembered who we were, where we sat the last time we were there and even the conversation we had. The last time she waited on us was last spring. I'm sure she's seen thousands of customers since then, but she greeted us as if we were there last week.

Do your front line people treat your customers the way the ones at Focacceria treat theirs? Even if they haven't seen them in months? Do your customers feel welcome, even if they just "drop in" unannounced? In almost every service businesses the front-line employees are the ones who make or break the customer experience. They are the ones create or kill brand equity. Next time you're checking out your front line employees see if they pass the Focacceria test.

A little more about Focacceria

The restaurant is about the size of a postage stamp with 5 or 6 tables inside and an equal number outside when the weather is nice. The food has been outstanding every time we have been there. We can easily recommend the Ravioli special or the Lasagna (if they are on the menu). Also try the Warm Chocolate Cake with Vanilla Gellato for desert. It has a kind of "blow health out your ass" quality to it, but it's worth it every once in a while. It's a great place for a quiet dinner for two, or to catch-up with friends.

The restaurant is located at 87 Macdougal Street in Greenwich Village (West VIllage) near NYU. It does not have a web site, though you can find it rated at several NY dining sites and please don't confuse it with La Focacceria, which is another Italian restaurant in New York. Phone: (212) 253-8049