Laurie Martin, Betty’s very first customer success hire, is and will always be part of heart that makes up Betty. Laurie embodies customer centricity.
She cares deeply about the customer. She goes the extra mile for the customer. She fights for the customer.
Laurie shared a personal story that - the origin of “bring the olives” - that perfectly illustrates the gold standard for customer service and hospitality. Here is that story.
For over four decades, Laurie Martin's family has been graced by the warm embrace of a remarkable restaurant nestled in the heart of Ontario, Canada. What initially drew them in was the tantalizing menu. However, it was the unparalleled service and unwavering attention to detail that transformed this place into a cherished haven for their celebrations.
From birthdays to anniversaries, from graduations to promotions, every milestone in the Martin family's lives found a home within the walls of this remarkable establishment. The significance of these gatherings was amplified by the restaurant's warm ambiance, an enchanting blend of rustic charm and elegant sophistication.
But amidst the delectable culinary offerings and captivating atmosphere, it was a small yet profound gesture that made the Martin family return time and time again. On that very first visit, as Laurie's father ordered his beloved martini, he requested an extra glass of olives to accompany his drink. To their surprise, and later delight, a glass of plump, glistening olives accompanied their table for the rest of the evening, and every visit thereafter.
It mattered not who manned the helm of the restaurant that night, whether it was a seasoned server or a new face eager to prove themselves. The sacred tradition of presenting a glass of olives became an intrinsic part of their dining experience, a symbol of care, thoughtfulness, and a steadfast commitment to customer satisfaction.
As the years unfolded, Laurie Martin's family celebrated countless joys and navigated through life's challenges, finding solace in the familiar embrace of their cherished restaurant. Each visit would begin with a warm greeting, a familiar face acknowledging their arrival, and swiftly, a waiter or waitress would glide towards their table, a knowing smile gracing their lips as they placed a glass of olives within reach.
Those olives became more than just a culinary accompaniment; they were a conduit of memories and connection. The shared glances, laughter, and conversations were intertwined with the gentle clinking of olive-filled glasses, a reassuring symphony that reminded the Martins of the enduring nature of their traditions and the unique bond they had formed with the restaurant.
In an ever-changing world, where the passage of time erodes even the sturdiest foundations, the Martin family found solace in the constancy of their cherished dining spot. The restaurant became an extension of their own history, an accomplice in weaving the fabric of their lives, as familiar as the family photos that adorned their walls.
With each visit, they marveled at the meticulous attention to detail, the impeccable service that transcended generations, and the unmistakable warmth that radiated from the restaurant's staff. The glass of olives, a simple gesture that might have gone unnoticed by some, had become the lifeblood of their traditions, an emblem of loyalty, and a testament to the restaurant's commitment to going above and beyond.
As the years rolled by, Laurie Martin's family continued to add chapters to their story, intertwining their cherished memories with those of the restaurant. With every new milestone, they returned to celebrate, and like clockwork, a glass of olives would find its way to their table, a silent nod to the enduring legacy of their cherished tradition.
The bond between the Martin family and the Ontario restaurant remains unbroken, an unspoken agreement that their stories are forever entwined. It is a testament to the transformative power of exceptional service and the enduring impact of even the simplest of gestures. And as the Martin family's legacy lives on, the glass of olives will continue to remind them of the love, care, and timeless tradition that defines their connection with
This story ultimately reminds us that Betty is in the hospitality business. We believe in the transformative power of exceptional customer experiences. Rooted in the essence of hospitality, our commitment to being customer-centric defines our purpose and fuels our success. We are here to bring the olives.