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Lessons in Service from Charlie Trotter, by Edmund Lawler, Ed Lawler
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In the second book in the Lessons from Charlie Trotter series, the lauded chef shares his strategies for success in this guide on how to give the ultimate dining experience.
As winner of the James Beard Foundation's Outstanding Restaurant Award, Charlie Trotter and his service staff run what many consider to be America's finest restaurant. But it's not just about food in this renowned Chicago hot spot. It's about a subtle relationship between food, wine, ambiance, and service—a relationship Trotter has perfected by hiring passionate staff with the ability to surpass his incredibly high standards. In LESSONS IN SERVICE, journalist Edmund Lawler reveals the secrets behind Trotter's unequaled success and shows other businesses how to improve their levels of service. From unconventional motivational techniques, staff empowerment, and mentoring to role playing, preservice meetings, and an obsessive pursuit of excellence—Trotter leaves nothing to chance. The service is a nightly ballet that leaves guests feeling pampered, educated, and of course, wonderfully satisfied. Follow the advice of Charlie Trotter, and no matter what your business, your customers will keep coming back again and again.
• Charlie Trotter's was nominated for the James Beard Foundation's 2001 Outstanding Service Award, and the restaurant received the Beard Foundation's Best Restaurant in America Award in 2000.
• Charlie Trotter's books have sold over 300,000 copies.
- Sales Rank: #55998 in Books
- Published on: 2001-11-28
- Released on: 2001-11-28
- Original language: English
- Number of items: 1
- Dimensions: 9.10" h x .70" w x 6.10" l, 1.07 pounds
- Binding: Hardcover
- 240 pages
Review
"No restaurant in America comes closer to delivering a flawless total dining experience." —Wine Spectator"Every day at the restaurant is a journey. We consider the day a success if we can answer yes to a simple question: ‘Have we improved today?'" —Charlie Trotter
About the Author
EDMUND O. LAWLER teaches journalism at DePaul University and is the author of five books. He lives in Chicago, Illinois, with his wife and two sons.
THE AUTHOR SCOOP
What's the history of your name?My last name is a distillation of my ancestral name O'Leathlobhar, which is Gaelic for half-leper.What was your first job?Out of college, my first job was as a reporter for the City News Bureau of Chicago. I got to cover cops, politicians and crooks. Some of the categories overlapped.If you owned a horse, what would you name it?Mr. EdWhat's the farthest you've ever traveled?I traveled to the Persian Gulf in 2004 where I taught journalism for two weeks at the University of Bahrain.What did you want to be when you grew up?I wanted to play shortstop for the Chicago White Sox.
Most helpful customer reviews
1 of 1 people found the following review helpful.
Lessons in service for all.
By Michael Fernández
Lessons in Service from Charlie Trotter
My coworker recommended this book to me. I took her recommendation due to the fact that she is a great customer service provider. It didn't disappoint.
I've never had a chance to visit Trotter's and it looks like I won't because they have closed their doors since this book was written. I think there are a lot of great examples of extraordinary customer service in this book. I work customer service for a large coffee supply company with a small staff. There are only about three of us that answer the phones to help people with their orders.
Answering the phones is always a surprise, sometimes it's someone having troubles with an espresso machine and at other times it's as simple as syrup pumps. After reading this book and seeing how the staff at Trotter's deals with their customers and Trotter himself I can't help but be better for my company. The things they go through to deliver the best service they can seems crazy at times ie. driving patrons home in their own cars during a blizzard. But they do it and they really believe in bettering themselves and their industry.
If you can get over the fact that at times this books reads like an advertisement there are a lot of things to learn. I definitely recommend this book to anyone that is in the service industry and looking to better themselves.
0 of 0 people found the following review helpful.
A New Standard for Business
By Mike P.
Edmund Lawler paints a brilliant picture of the type service to expect when visiting Charlie Trotters. Not only does this book illustrate a new standard by which the service industry should operate. It illustrates the level of service lost to our generation in all forms of business. Too often are businesses about money first. Trotter destroys that standard and raises the bar to unheard of height.
Edmund Lawler paints a new picture for me. The old mindset working at numerous restaurants with the mindset of how few servers and chefs can I have on duty in order to maximize profits is thrown out the window in spectacular fashion. Long story short, this book is a must read for anyone working in the service industry.
0 of 0 people found the following review helpful.
As mercurial as quicksilver
By Richard Jefferson Fischer
This is a great read whether you are a restaurateur or a business owner. Mr. Lawler does a masterful job telling the story of Charlie Trotter's success, but also makes the point that there are life lessons for all of us within our professional lives that mimic Trotter's mantra. Service is what makes restaurants memorable and businesses successful. This book will teach you something whatever it is you do for a living.
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