Houston's Restaurant - A Lesson in Consistency of Service

“We are what we repeatedly do. Excellence, then, is not an act, but a habit.” – Aristotle

               Every week my wife and I go for a date night together. My parents watch the kids, we reserve a table at one of our favorite restaurants and enjoy the evening in each other’s company. It is a wonderful way to spend quality time together, and an opportunity to sample the abundance of fine dining options in the area.

               Now I expect some of you can relate, as more often than I care to admit, we come into some difficulty deciding on what restaurant we want to go to (ladies, I’m talking to you!). We may plan things out a week in advance, but when Saturday nightrolls around Asian-fusion may no longer appeal to the pallet. We may go back and forth, “if not Asian-fusion, what about Seafood?” “Not sure I am in the mood for seafood hunny, how about Mexican?” This back and forth may last only a few minutes, but ultimately it is in this scenario that 9/10 times we find ourselves in agreement for reverting to our go-to restaurant – Houston’s. My wife and I and have dined at Houston’s for years now and have yet to endure a sub-par experience. The food is delicious, the staff are friendly and efficient, and the atmosphere allows for a wonderful and intimate experience. This has consistently been our experience and what we anticipate to continue going forward. 

The restaurant business can be brutal. A recent study found that ~60% of all new restaurants fail in the first 3 years. Looking back on many of the new restaurants we’ve fared on date nights, that figure seems to be accurate. Some of those were excellent most of the time. Some had very shiny décor but mediocre food. Some were a combination of both. Nevertheless, they all had one thing in common – they were inconsistent. Whether it be the quality of service or flavor of food, a patron could not assume that they would have the same satisfactory experience every time they dined at one of these restaurants. You might refer to these types as “hit or miss”.

It’s funny how or when we come across these “ah ha!” moments. I value and continue to patron Houston’s because I know and value the quality I can expect every time I visit. This level of consistency has provided for my repeated dining over many years, and one that I aim to provide to my customers. Consistency in quality service is not a uniquely exclusive characteristic of the restaurant business, and can surely provide success in any profession. 

For myself, I sought to create a well-oiled machine dedicated to consistency for the client experience. We want our realtor partners to have the same Houston’s-esque experience – whether we service your needs today, tomorrow, or next year you can be confident and comfortable of exactly what to expect every time. Every member of my team goes through extensive training specific to their function, but also in their interpersonal relationships with our customers. From start to finish, the process remains tried and true to our performance that has allowed for such meaningful and long-standing professional relationships.

There is nothing more valuable in a tight situation, whether your stomach or your business, than to be able to feel comfortable and confident in the expectations of your professional relationships. New lenders will enter the market with bright lights and a fancy menu of appetizing products – but consistency of service is what brings you home. Maintaining your professional reputation for excellence is not a race, it’s a marathon.