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Listen to customer requests and integrate these into service

Listen to customer requests and integrate these into service

Our customers on occasion have requested Tiramisu and Cannoli—two desserts we did not offer. We responded to the challenge by creating a superbly executed, authentic Tiramisu and Cannoli made in-house with the exact techniques and ingredients utilized in their region of origin in Italy. We had our entire staff taste test and experience the preparations on many occasions prior to offering them to our customers. In addition, we elected not to list the Tiramisu and Cannoli on the menu. When our servers are in the midst of the dessert order presentation, more times than not a customer will simply request "Do you have Tiramisu or Cannoli?" The customer-focused server responds by saying “Yes!” The guest experiences the Tiramisu and/or Cannoli and immediately recognizes the quality effort that has been made. The customer now becomes an advocate of Quartino by informing family members, friends and associates of their incredible experience. In addition. the customer advocate goes on to inform their friends that the Tiramisu and Cannoli are not listed on the menu ...you must request it! Proof of this personalized service strategy is found on Yelp and Facebook.

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