A Warm Welcome at Bagel Chateau

With the line sometimes out the door and nary a table to be found inside, an observer may wonder why people pack Westfield’s Bagel Chateau on such a regular basis? For me, the answer is simple—it’s the people who work there and how they make their customers feel! And, yes, the bagels are good!

Jack, the burly, handsome Russian, manages the place and is a master at making people feel welcome. He quips with those in line. He joins some of the “regulars” when business is slow or during his break and chats about politics—American, Russian, Lithuania, anyplace. He’s bright, caring and makes people feel special. He also makes sure the rules are followed.

Jack is the perfect leader for the crew behind the counter, every one of whom could be singled out as special, as wonderful, caring people. The young, good-looking Carlos exudes energy as he works and welcomes everyone who comes through the line. He makes the young gals feel special, and even the old ones! He is a flirt, a delightful, welcoming flirt. The sexy one with the kind brown eyes is Mr. G who studies computers after work. His warmth makes everyone feel welcome. There is something about “G” which is extra special!

Another favorite is Ace – he looks like a professor or maybe a businessman, definitely a professional. His quiet confidence, dignified manner, and ready smile are what I look forward to seeing every day. Juan, the bellowing singer and raucous responder reminds me of the men who work in the Pike Fish Market in Seattle where the men throw the fish and make the working environment a fun place to be!

Sosa is the quiet young man with the laughing eyes who always does his best to please the customer, whether by adding an extra pickle or placing a customer’s “usual” even while still in line. I remember when Andre was a busboy and now is an equal behind the counter, making people feel welcome, always with his warm, shy smile.

Rocky, the cook, I believe, is an important cog in the success of Bagel Chateau. He knows what his customers want and prepares accordingly. I see him glance over his shoulder when he hears an order—that way he cooks according to that person’s expectations.

The soon-to-be-mom, Jessica, is a delightful addition to the staff. She has quickly learned the customers’ names and seems genuinely happy to see each of us every day!

The busboys, Lamoni and Antonio, never fail to say hello and always with a smile; and sometimes, I’ll bet they don’t feel like it, but they do. I’d like to adopt both, although one already has a wife and three children!

I go to Bagel Chateau almost daily for my daily doze of humanity. If I hit a quiet day with few people, it doesn’t matter— the staff is there. I feel their presence and their welcoming. How unusual to have a crew of this caliber!

My point is not about one place; my point is that businesses thrive where customers feel welcome, where the staff seems happy to see them, and where customers come back just because of that acceptance they receive every day they walk through the door, no matter how crowded and hectic it is within.

To learn how to train your employees to be as effective as those at Bagel Chateau, go to amazon.com and check out The Secret Shopper Handbook! Make people feel special!