Roberta Chinsky Matuson
Creating Exceptional Workplaces and Extraordinary Results
Roberta Matuson's Blog

This is How Exceptional is Done

Yesterday, I had the pleasure of having brunch at Ken Oringer’s South End Boston restaurant, Toro. No bull. Everything was exceptional. Watching the waitstaff work in harmony with one another reminded me of evenings spent at the Hatch Shell listening to the Boston Symphony. Yes, I know much had to be going on behind the scenes in order to perfectly choreograph this presentation. However, the front of the house stole the show.

This is how exceptional is done. Whoever is managing this restaurant is doing so by creating a workplace based on commitment, rather than compliance. Requests from some of the younger patrons (the under twelve set) were being made left and right. Yet the staff handled this effortlessly, as if they had been rehearsing for this one event their entire lives.

The restaurant industry is one of the toughest businesses to be in. Every day you must be perfect in every way to maintain your reputation. Some establishments have settled quite comfortably into the ranks of doing mediocre well. Other places, like Mr. Oringer’s have easily taken center stage and have no problems performing perfectly night after night. (Just read all the reviews by people who have stopped by.)

The next time you use the economy as an excuse as to why you are unable to orchestrate levels of service like the one that I’ve just experienced, think again. You have a chance to make your second act even better than your first. Build on strengths and it won’t be long before others are singing your praise and shouting, bravo!

Roberta

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