Good hospitality starts with good listening. In this personal reflection, Othello’s shares a simple lesson about the value of hearing others before responding, and why listening carefully to guests, coworkers, and staff is one of the most important ingredients in great service.

Great customer service often begins with one simple question: Is there a way to say yes? In this post, the owner of Othello’s Italian Restaurant shares how a willingness to go the extra mile can turn an ordinary customer request into a lasting relationship.

For generations, restaurant owners have been told that “the customer is always right.” But in the age of social media reviews, that idea can become dangerous when bad actors use complaints, exaggerations, or online threats to pressure businesses into free meals or special treatment. Sometimes, protecting your restaurant means knowing when to be nice, and when it’s time to stand firm.