La Cantina Ristorante Italiano
Enhanced customer service training at The Groves Center helped La Cantina Ristorante Italinao deliver a consistently exceptional dining experience and increase sales
La Cantina Ristorante Italiano in Paw Paw has served outstanding Italian meals to generations of patrons. In the hardworking tradition of its Italian-American founders Amo and Rose Scotese, the restaurant has simple goals: serve excellent food, create a pleasurable dining experience, provide opportunity for its employees and continue to grow the family-owned business.
Knowing that an outstanding dining experience occurs largely through its staff, La Cantina sought help from KVCC’s the Groves Center to develop a unique program in enhanced customer service. Drawing from KVCC’s extensive hospitality programming, this training had to be exclusive to La Cantina employees, especially its wait staff. The class had to provide hands-on experiential learning specific to the La Cantina menu and brand ―that unique quality that’s made the restaurant a local favorite for three quarters of a century.
Within a few short weeks, the Groves Center developed a program exclusively for La Cantina. Held on-site on a Sunday evening ―just hours before its busy evening rush ―the class was taught by one of the region’s top hospitality experts. In addition to working with the staff, the trainer helped management identify ways to build enhanced customer service into the patron’s complete dining experience ―far exceeding their original goals for the class.
Ava Plaszczak, owner (one of the La Cantina family members/owners)
I’ve seen an increased confidence in our staff. That’s had a positive impact on the way they interact with and serve our customers.
We’ve seen an increase in sales ―which was part of our goal ―but just as important; we’ve had great feedback from many of our customers.
We had 100% participation from our staff. After the class, I got great feedback that they really liked the class and thought it was helpful.
Our staff now measures their own success by checking their individual daily sales. The more they sell, the more they know they helped create a great customer experience.
I was impressed with Brandon, our trainer. I was impressed with the Groves Center staff. They really understood our business goals and helped us create a program to meet them.
The Groves Center staff was very professional. They came out with the trainer to make sure he was set up and that we had everything we needed for our class to be a success. Wow.