Inside Look: How to Make the “Special Sauce” of Excellent Customer Service

Winning ideas stand out to me, even when enjoying a fine dinner of fresh grouper and a glass of red wine.

So it was recently at Duval’s restaurant in Sarasota, FL, where I was impressed by the shared responsibility, customer service teamwork of the staff.

According to  Joshua Halbrucker, the restaurant’s General Manager/Partner, their approach is simple:

“Treat every customer like they are your mother (and if you don’t like your mother… haha, treat them like someone you love dearly and would do anything for).”

Duval's Logo

Our waiter orchestrated the evening and was our primary service provider. He was friendly and effective. Where Duval’s stood out, though, was the totality of service provided. The entire team, regardless of title or role, formed a rapid-response customer service unit. Whenever someone passed by our table, he/she did so attentively and ready to act. For instance:

  • Need more bread? Coming right up.
  • Low on water? Be right back.
  • Appetizers finished? I’ll clear your plates.

It was customer-focused versatility in action, all geared to make sure that Duval’s provided us with an excellent dining experience. As one of the managers told me after dinner: “I tell the team to look at the tables as you walk by and if the customers need something, take care of it.”


A few days later, I reached out to Joshua Halbrucker to learn more about the restaurant’s operating philosophy. He answered my questions via email. Look for a number of marketing and business nuggets, some of which I’ve highlighted, followed by my three takeaways for your company. Continue reading