Have you ever gone into a restaurant just before close. Remember the eye rolls, sighs and overall look of disgust from the employees as they sat you and turned the grill back on. In the restaurant industry employees shut down 15-20 minutes before the official closing hours posted on the front door. But that’s not what Texas Hospitality is about. Texas Hospitality is about creating legendary experiences by delighting our guests right through closing time.
I want to share a story about the Rudy’s South Side (360), more importantly the team members. I have a group visiting for a two day learning session all the way from Ohio and Pennsylvania. They happen to operate 14 stores within a franchise and are also working to create their own fast-casual concept. These are serious leaders with years of restaurant experience and business development. They arrived in town Wednesday night and drove straight toRudy’s 360. They didn’t realize the restaurant closed at 9:30 PM and they walked in at 9:24 PM.
They went up to the line and started apologizing about the time, but asked if they could get a quick bite. Mind you, they are from the restaurant industry and know that you always get the worst service and food when you walk into a store at closing time. However they were completely blown away by our Texas Hospitality. The cashier, Jorge, greeted them and immediately responded to their apologies with “No problem, let me get you some samples and walk you through the menu.” He took his time and showed them what authentic Texas Hospitality looks like. At some point at the end of the transaction, Jorge noticed a lady hidden behind the group. He gave the most sincere apology and invited her to the counter. The Pennsylvania/Ohio group quickly noticed that at this point it was after 9:30, yet the level of hospitality didn’t lack one bit.
The Texas Hospitality didn’t stop there. While they were eating, one member of the group commented that they forgot napkins and started to look around. A busser from three tables over who was fully engaged, came over and showed them were the napkins were located. They just couldn’t believe the level of hospitality they received, especially when most employees at restaurants would be highly focused on the quickest way out of there. They even mentioned the friendliness of the manager and his engagement and conversation with them as well, on the floor and not in the office doing administrative stuff.
I’m so proud of our people, they really know how to guarantee that every guest is delighted from open ’til close.