This story is both happy and sad. But it is a story that holds the key to success in our business life.
The sad part of the story is that my father died about a year ago. That sad event brought about a gathering of friends and family from far and wide. We anticipated that there would be a need for a dinner for those friends whose plans were indefinite and wanted to stay past the initial gathering following the funeral. And this is where the happy story begins.
My parents have lived in Niagara Falls, Canada, for about fifteen years. Over the time that they spent in retirement, they would go out, around the Niagara Region finding new restaurants. When they found a good one, they would invite the family down and we would all go for a meal at their latest discovery, and there were lots of those.
One of those discoveries was Casa Mia, a small Italian restaurant, in the Stamford area of Niagara Falls (about as far away from The Falls as you can be and still be in the City of Niagara Falls). Casa Mia is a family run business with Mama and one of her sons in the kitchen and her other son, Dominic, out front looking after the customers. This restaurant just happened to be about five minutes away from home. So naturally, on some of our visits, we would go to Casa Mia's. Dominic would recognize Mum and Dad on arrival, and after cordial greetings would whisk us to a table. Whenever my Mum wanted veal "limone", Mama was always able to accommodate her, even when it was "off the menu" at that time. And so life went on. Casa Mia's grew. They put on an addition, but it was still Mama and son in the kitchen and Dominic out front. And business prospered.
So when it fell to us to make a decision as to where would we go for that dinner after the funeral, Casa Mia's was the only choice. After a brief phone call to Dominic, a private room for thirty people was arranged with a buffet, some wine and his personal attention. He was there on arrival. He was there periodically during dinner. And he was there to say good night. Just looking after business.
Dominic and his family hold the key to success in business life. Throughout the story, I have not once mentioned anything about the quality of the food at Casa Mia's, but for the record it's great and a good value too! This is a good news story about good service. Something we all strive for in our businesses. And what it all boils down to is having a good product, knowing your clientele, and looking after them.
As a further illustration of this point, my parents used to go to Florida every winter. On the way south, they would stray off the interstate, more than a hundred miles, to stay at an inn where they knew the proprietor. They wanted to stay with friends, someone they had got to know on a previous vacation in the area. It's all about building relationships with your clientele.
And so this story concludes with another story of beginnings. My brother and his fiancé were planning a summer wedding, at the family home in Niagara Falls with my mother's beautiful garden being the backdrop for the event. And so the "Official Caterer to the Baker Family" was called to arrange a dinner. Guess what? It's not going to be a summer wedding, because Casa Mia is booked with Japanese tours all summer long. The happy couple wouldn't settle on another caterer. Instead, they have settled for early October weekend. Nicer time of year, I think, but then it's not my wedding.
Of course there are other places just as nice, but not one with such a history, for us. So thanks to Mama and the boys for doing such a good job and being such a great example!
Guy is Professor at Seneca College, Toronto, Ontario an editor of The Hotel Resource and can be reached at
gbaker@hotelresource.com
