Once a month (on the last Friday in each month), various Tenterden-based professionals and business people (solicitors, accountants, estate agents, IFAs, telecom consultants, bank managers, insurance brokers, etc) get together for an informal, single-course lunch and a bit of networking
There is no need to commit to attending (nor to apologise if you cannot attend), but if you are in business in Tenterden and would like to be added to the email reminder list, let me know: send me an email at jn@justinnelson.co.uk
Showing posts with label lunch. Show all posts
Showing posts with label lunch. Show all posts
Friday, 26 March 2010
Saturday, 5 September 2009
Making a rod for your own back
Pursuing a service standard of "Excellent" is definitely a case of making a rod for your own back
In my business, I strive for a truly excellent standard of service and, inevitably, I do not always achieve it. When I fail, I feel mortified, but (illogically) I also slightly resent it when clients point out how I have failed to achieve the standard I try to set - I feel unfairly treated, in that I know that even my slightly-less-than-excellent standard is better than most solicitors ever achieve, so why am I being criticised for being "better-than-most"?
The answer is that I am not: I am, quite properly, being criticised for not achieving the "best", as that is the standard I have chosen to set: I am not average - I aim to be the best; if I miss that target, I have failed, even if I am still better-than-most.
I today had a glimpse into how it feels from the other side: from the viewpoint of the customer/client. I took my family (this time, with mother-in-law as well) again to the Hoodeners Horse at Great Chart, Ashford, Kent. On the basis of my earlier visits, I promised m-in-law "the best chips ever", etc. For completely understandable reasons relating to seasonal potato varieties, different cooking requirements, etc, the chips today were perfectly good but just not quite truly excellent. As a result, I was disappointed, but it would not be fair to criticise: dealing with the real world (eg: proper potatoes) can never be a uniform experience - and, if it could be, it would not be such a thrill to discover true excellence.
I will keep going back, and keep trying the chips, but will not expect always to have excellent chips - I will be very happy on the occasions when I do.
In a service industry like mine, it should be different: we do not depend so heavily on the quality or type of a raw ingredient that is laregely outside our control; we depend instead on rigorous processes and motivated and well-trained staff. On that basis, we should be able to produce "an excellent chip" every time. In the catering industry, they can do their best, but cannot guarantee results
Andy: Sorry if I appeared to be complaining. I was so impressed by the "world-famous Hoodeners Horse chips" on the first few occasions, that it blinded me to the practical impossibility of always repeating that experience. I will instead be grateful for 99% success rate, and tolerant of the 1% "nearly-but-not-quite-excellent" times - but in my own business, I am still aiming for 100% excellence, as everything should be within my control!!
As always, the beer - St Austell Tribute, for me - and service - thank you, Sally - at the Hoodeners Horse were excellent: everyone came away happy and well-fed and watered
In my business, I strive for a truly excellent standard of service and, inevitably, I do not always achieve it. When I fail, I feel mortified, but (illogically) I also slightly resent it when clients point out how I have failed to achieve the standard I try to set - I feel unfairly treated, in that I know that even my slightly-less-than-excellent standard is better than most solicitors ever achieve, so why am I being criticised for being "better-than-most"?
The answer is that I am not: I am, quite properly, being criticised for not achieving the "best", as that is the standard I have chosen to set: I am not average - I aim to be the best; if I miss that target, I have failed, even if I am still better-than-most.
I today had a glimpse into how it feels from the other side: from the viewpoint of the customer/client. I took my family (this time, with mother-in-law as well) again to the Hoodeners Horse at Great Chart, Ashford, Kent. On the basis of my earlier visits, I promised m-in-law "the best chips ever", etc. For completely understandable reasons relating to seasonal potato varieties, different cooking requirements, etc, the chips today were perfectly good but just not quite truly excellent. As a result, I was disappointed, but it would not be fair to criticise: dealing with the real world (eg: proper potatoes) can never be a uniform experience - and, if it could be, it would not be such a thrill to discover true excellence.
I will keep going back, and keep trying the chips, but will not expect always to have excellent chips - I will be very happy on the occasions when I do.
In a service industry like mine, it should be different: we do not depend so heavily on the quality or type of a raw ingredient that is laregely outside our control; we depend instead on rigorous processes and motivated and well-trained staff. On that basis, we should be able to produce "an excellent chip" every time. In the catering industry, they can do their best, but cannot guarantee results
Andy: Sorry if I appeared to be complaining. I was so impressed by the "world-famous Hoodeners Horse chips" on the first few occasions, that it blinded me to the practical impossibility of always repeating that experience. I will instead be grateful for 99% success rate, and tolerant of the 1% "nearly-but-not-quite-excellent" times - but in my own business, I am still aiming for 100% excellence, as everything should be within my control!!
As always, the beer - St Austell Tribute, for me - and service - thank you, Sally - at the Hoodeners Horse were excellent: everyone came away happy and well-fed and watered
Saturday, 22 August 2009
The Hoodeners Horse, Great Chart, Ashford, Kent UK
I have to post my thoughts on this truly excellent pub
I have visited it twice for Tweetups, and took my family today for lunch. On every occasion, I have been impressed by the warm welcome (especially from Andy Setterfield, the owner, but also from all his staff), the real ale (and cider), the efficiency and the FOOOOOD!
Today, I mainly drank the St Austell Tribute; after a few pints of that, I notice the London Pride pump - London Pride is one of my favourite real ales, but it paled by comparison to the Tribute: it took most of a pint to dissipate the lovely Tribute taste but, when I had, the LP was brilliant - Black Cat was also available, but one can have too much of a good thing!
The four of us had lunch. The pub has a Mexican food theme (though that is not the only food it serves). My wife had chicken tacos, my daughter chose chicken fajitas (each with a side order of chips) while my son and I both had Mexican burgers (which came with chips). I cannot speak too highly of the Mexican burgers - really, really nice. It is easy to beat my small appetite, but even my son could not finish completely. However, quantity is not the issue here - it is the quality that really counts, and that is top notch. The tacos and the fajitas were as good - all of us ended up stuffed and very satisfied indeed.
It is the chips that are the real story, however: I don't think I have ever tasted better - and I mean that sincerely, folks. All four of us agreed that they are the best chips going - if you only have the real ale and chips, it will make your visit worthwhile
The barmaid was lovely - not a robot or surly as in so many other venues, but a real human being who was a peasure to deal with. All-in-all, a very happy Saturday lunchtime and well worth repeating - if only there was a similar pub in Tenterden ... !
I have visited it twice for Tweetups, and took my family today for lunch. On every occasion, I have been impressed by the warm welcome (especially from Andy Setterfield, the owner, but also from all his staff), the real ale (and cider), the efficiency and the FOOOOOD!
Today, I mainly drank the St Austell Tribute; after a few pints of that, I notice the London Pride pump - London Pride is one of my favourite real ales, but it paled by comparison to the Tribute: it took most of a pint to dissipate the lovely Tribute taste but, when I had, the LP was brilliant - Black Cat was also available, but one can have too much of a good thing!
The four of us had lunch. The pub has a Mexican food theme (though that is not the only food it serves). My wife had chicken tacos, my daughter chose chicken fajitas (each with a side order of chips) while my son and I both had Mexican burgers (which came with chips). I cannot speak too highly of the Mexican burgers - really, really nice. It is easy to beat my small appetite, but even my son could not finish completely. However, quantity is not the issue here - it is the quality that really counts, and that is top notch. The tacos and the fajitas were as good - all of us ended up stuffed and very satisfied indeed.
It is the chips that are the real story, however: I don't think I have ever tasted better - and I mean that sincerely, folks. All four of us agreed that they are the best chips going - if you only have the real ale and chips, it will make your visit worthwhile
The barmaid was lovely - not a robot or surly as in so many other venues, but a real human being who was a peasure to deal with. All-in-all, a very happy Saturday lunchtime and well worth repeating - if only there was a similar pub in Tenterden ... !
Wednesday, 11 February 2009
Tenterden Pudding Club
Not as interesting as the name implies ... the so-called "club" is simply an informal monthly lunchtime meeting of various local business people - mainly solicitors, accountants, estate agents, bank managers, etc
We meet on the last Friday of each month, so the next meeting is on 27 February, at No 75 in Tenterden High Street at 1pm. We usually have a one course meal and a drink, and aim to get away at about 2pm.
If any other local business people would like to join us, there is no need to book in or apologise for absence - just turn up at 1pm - but if you would like to be added to the email reminder list for future meetings, please let me know - I usually confirm the venue about 2 weeks before the next meeting.
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