Lessons in Service from Charlie Trotter

by Ed Lawler

In the second book in the Lessons from Charlie Trotter series, the lauded chef shares his strategies for success in this guide on how to give the ultimate dining experience.

As winner of the James Beard Foundation's Outstanding Restaurant Award, Charlie Trotter and his service staff run what many consider to be America's finest restaurant. But it's not just about food in this renowned Chicago hot spot. It's about a subtle relationship between food, wine, ambiance, and service—a relationship Trotter has perfected by hiring passionate staff with the ability to surpass his incredibly high standards. In LESSONS IN SERVICE, journalist Edmund Lawler reveals the secrets behind Trotter's unequaled success and shows other businesses how to improve their levels of service. From unconventional motivational techniques, staff empowerment, and mentoring to role playing, preservice meetings, and an obsessive pursuit of excellence—Trotter leaves nothing to chance. The service is a nightly ballet that leaves guests feeling pampered, educated, and of course, wonderfully satisfied. Follow the advice of Charlie Trotter, and no matter what your business, your customers will keep coming back again and again.

• Charlie Trotter's was nominated for the James Beard Foundation's 2001 Outstanding Service Award, and the restaurant received the Beard Foundation's Best Restaurant in America Award in 2000.

• Charlie Trotter's books have sold over 300,000 copies.

Genres: Business, Nonfiction, Cookbooks, Management, Reference, Cooking

240 pages, Hardcover

First published November 28, 2001

Reviews

[Sean · Rating 5 out of 5]

I give this book to any server, who's engaged in their first "fine-dining" restaurant job. While a lot of the philosophy is common-sense based, and more of it designed for a four star establishment... I still find the basic principles... if adhered to... can make any server a better server. I wish I had Trotter's finances, to lavish extravagant paychecks on all my servers... there's no doubt his payscale creates better employees, unfortunately we're not all living in the Charlie Trotter world.

But we can always strive to be.

[Reba Reads · Rating 3 out of 5]

The 3 stars is for the redundant writing style of the reporter which made me skim most of the ending, but I'd give 5 stars for Charlie Trotter's story. I have zero experience in fine dining, and it didn't matter because you can take away so many other things from this book. Trotter mirrored my beliefs in leadership in some ways but not in others, and I could only feel intrigued by our differences and interested to try out some of the unorthodox things he said in my own life. However, there is a dark side to the way he did things, and he faced two lawsuits for that reason. That made this book even more complex to me.

[Taylor Bauer · Rating 5 out of 5]

One of my favorite books to re-read as someone who worked in the service industry in the luxury sector. Love how the author draws on the leadership values of Trotter, his unique view of the industry and our relationship with guests. In a time when more and more hospitality and service industry companies move toward centering their operations and values around profits, it's nice to remember that isn't really the only way of doing things to be excellent. In fact, it's not the way to do things if you want to be excellent.

[Adam Howarth · Rating 5 out of 5]

Well documented look into how Charlie’s restaurant operates. Nice mix of input from customers, staff, the author and Charlie. The summaries at the end of each chapter are meh, but will help when I go back through it. Inspired me to want to bring a higher level of service expressed through my professional endeavors.

[Jordan Byrd · Rating 3 out of 5]

Interesting book on fine dining restaurant service, although very repetitive. It could have been half as long. Also, the inset quotes from the same 10-15 individuals throughout became very annoying. Similarly repetitive and many times unclear if they should be read before or after other text on page.

[Mary Allen · Rating 3 out of 5]

"Part Duke Ellington part military commander" Loved it!

[Turner · Rating 5 out of 5]

One of the best books on service I've ever read.

[Layne Sheetz · Rating 3 out of 5]

Interesting insight into a world famous kitchen. Reads like a puff piece frequently.

[Dana · Rating 1 out of 5]

Another book for my exam. I don't even know how to rate this book. Thankfully it was a short read as I don't think I could have taken much more. As a Christian I want to do all things to the glory of God and this includes carrying out my vocation with excellence however the worldview of this book on wine and food and the service thereof is idolatrous in my opinion. This book worships wine and food and perfect service. I really don't know anything about Charlie Trotter and the worldview he held but this book uses religious language in it's descriptions repeatedly throughout the book. For example the credenza on which wine is served in Trotter's restraurant is referred to as an "altar" and wine service performed on that altar is a "ritual." Also, the restaurant aims to give the customers a "transcendent" experience when they dine. And the performance that Trotter demanded out of his somms leads me to wonder how anyone could ever be good enough and how they could have a life outside of wine, food, and service. It sounds to me like if you work there your life is not your own but your entire being is devoted to wine, food, and service. Those being my criticisms, there was one aspect of Trotter's program that I did like and this was his focus on education. His staff was constantly being trained, formally and informally. I do wish that all businesses dealing with wine would train there employees like this.

[Mike Zyskowski · Rating 2 out of 5]

Initially it was an interesting behind the scenes look at a restaurant that strove for an insane level of service, but quickly became dry and tedious. Not to say there aren't some valuable lessons to be learned from it . . . if anything I'd love a Cliff's Notes version of it. I'm a notorious dog ear'er, and if it hadn't been a borrowed copy of the book, there probably would have been a good 20 places that would have been folded over and highlighted. Worth checking out

[Nicole Fabian · Rating 4 out of 5]

the author has a hard-on for charlie trotter, but the latter really is an expert in hospitality. i recommend that you skim through for the summaries / bullet points of the bottom line at the end of each chapter, thereby foregoing the author's poor prose..

[Holly · Rating 5 out of 5]

Provides a transformitive view on how powerful it is to be of service and how profound an impact service done well can enliven the soul and carry them to new heights. Deeply philosophical in it's message.

[Jerrod Stephan · Rating 3 out of 5]

Although I am no currently a fan of Charlie Trotter, you have to admit that his passion for perfection is inspiring in this industry. This book is better than his lessons in excellence.

[Joan · Rating 3 out of 5]

A very interesting insight into what makes one of the most famous (and most expensive) places to eat in Chicago so successful!

[Richard · Rating 4 out of 5]

Essential reading for EVERY hospitality professional.

[Eddie · Rating 4 out of 5]

Expected quotes & insight from the respected professional. Although there are details which some may consider common sense, it never hurts to strengthen your foundation.

[Mike · Rating 4 out of 5]

I liked this book. Explains the vision and how Mr. Trotter used his leadership to achieve excellence in service in his restaurants.

[Harrison Smith · Rating 3 out of 5]

Charlie Trotter seems like a dick