By Manny Roman, CRES
I am writing this in early January as I recuperate from the New Year’s festivities. We had some dear friends visiting us and we wanted to take them somewhere that none of us had been. We chose a throwback supper club reminiscent of the old Las Vegas. My Mother’s House is a small Italian restaurant in a mostly residential area called Sun City, in the Summerlin suburb of Las Vegas.
Chef Mike and Chef Laura own and operate the restaurant and treat everyone as if they have been friends for years. We were greeted with hugs and hospitality unavailable anywhere we have been in Las Vegas. At My Mother’s House you are family.
Before I get to the real reason for this writing, let me tell you about the evening. Chef Mike’s band played Rat Pack type music and Buddy Rich drums. (You young folks think Frank Sinatra and old style jazz.) There was a twist and jitterbug dance contest. The meandering violin and accordion players provided entertainment as well. None of this stuff is available anywhere else, especially the hospitality.
The food was outstanding, especially considering that it had to be prepared for about 90 people. Uncle Sal, our server was attentive and especially accommodating, as is the entire staff. The atmosphere was one of joy, celebration and family. Oh yeah, they don’t turn over the tables. Your table is your table for the night whenever you visit. No “hurry up, eat and get out so we can make more money.”
There was one regret that I had. After over indulging in the wine, as is my custom, I severely under-tipped Uncle Sal. He never said anything and I did not notice until I reviewed the tab the next day. Immediately I was reminded of a “Sopranos” TV episode where the waiter was way under-tipped. He followed the characters out to the parking lot and after some discussion, the bad guy shot the waiter. I saw this in reverse order of course. The news would say that a waiter shot a customer for not tipping appropriately. I corrected my tipping error on a subsequent visit.
We brought some neighbors on this next visit. Without the New Year’s Eve commotion it was even more welcoming. We were once again greeted with hugs and friendship. Chef Mike is a real old-time Vegas character. He had a hit record in the ’70s. He was cooking spaghetti sauce in his dressing room one day. Frank Sinatra was walking by and was attracted by the aroma. Mike invited him to eat. Sinatra called Dean Martin, told him to come over and said that this kid cooks like in my mother’s house. That is where the name came from. Mike’s animated and distinctive description of the day’s offerings is entertaining. “The shrimp are so big I had to ride them in on a saddle.”
So, why am I telling you all this? At My Mother’s House they demonstrate that business can be conducted with personal attention and respect and that customer relationships are important. Not customer service, as most call it, but relationships building, which implies that the customer is also involved in the relationship. The entire staff shares that attitude and it is incredibly refreshing.
No forged elegance, here everything is genuine.
I know that most of you are thinking that this kind of stuff will not work in our industry and that your customers would think this is all silliness. I’m not saying hug your customers every time you see them. I am saying, as I have always proposed, that the building of relationships is essential in any business. This begins with a genuine desire to provide value and a commitment to treating others as they wish to be treated. Trust is very important and what better way to establish trust than to be genuine and caring in you interactions with your customers.
Following up with customers even if nothing is actually required is also important. Mike and Laura visited the table often just to let us know that they were available for us. For those of you who perform equipment service, do you want to be seen only when there is a problem? Be seen when all is well also. One of my customers once heard a nurse say, “Why is he here? Is there something wrong?”
The bottom line is that “People like to do business with people they like to do business with.” Be that people.
If you ever get to Vegas, get a reservation at My Mother’s House prior to arrival. Be prepared for the look when you tell your rideshare that you wish to be taken to My Mother’s House. They are mostly booked up, and now you know why: Customer relationships applied here.
*By entering your email address, you agree to receive emails regarding TechNation Magazine, Webinars, and Exclusive Promos.
© 2020, TechNation Magazine. Site designed by MD Publishing, Inc.