We honestly think that the service from your team is some of the absolute best we’ve received anywhere in Berlin and it reminded us very much of the high service standards in cities like London or New York. Was this very important to you from the start and HOW did you go about getting such a motivated, highly professional and friendly team – and ensure they stay like that?
Giving a high level of service doesn’t happen by accident. I am very service oriented, and still believe the outdated saying that “The customer is always right”, and I was very conscious to implement a very memorable style of service at La Lucha, and I am very happy about the outcome so far.
Of course we are not perfect and we make mistakes, but the whole team are completely dedicated to customer satisfaction of everyone who walks into our restaurant.
We really only have one rule if you work in service at La Lucha: Every customer leaves happy. This is in fact a rule, meaning that the front of house staff are responsible for this to happen. Not making every effort to make sure every customer they interact with leaves happy, would be breaking that rule.
This rule doesn’t need much enforcement, because the team tend to do this naturally, through the selection process of hiring our team, and through training we provide.