Hey Paisano!

Magic, Italian style!

These days we hear a lot about providing "The Customer Experience." But I've got to tell you, most of the time, in my routine dealings with companies, it's rare that I actually have an experience with a big "E."

I sure had one on Wednesday night! It was my friend Mary Ann's birthday and a small group of women were getting together and going to Ft. Lauderdale to an Italian restaurant. I had never heard of it, but Many Anne said it was a "fun and funky" place that served all food "family style." Sounded nice, but I was interested in the company, not the place or the food so didn't think much about it.

Mary Anne and I arrived a little early and went into the bar to wait. Funky, okay, it was reminiscent of someone's paneled basement circa 1972. The walls were covered with some incredibly interesting pictures and the bartender was amazingly patient as the now convening group of women asked to taste many of the wine offerings before deciding on which to order. It was a good thing. Wine was served in tumblers, as the bartender said, "like it is in Italy."

Before going to our table we were led on a short tour of the kitchen. Coming out of the kitchen we were introduced to a picture of "Big Joe" and led to our special table for the night, in the "Pope's Room."

Past what seemed like hundreds of pictures on the walls (I wanted to look at ALL of them) we were led to a large round table in a round room decorated with picture of, you guessed it, Popes! Everyone we encountered was more than friendly. They actually seemed very glad to see us!

Soon thereafter our servers introduced themselves. Anamaria would be assisted by Jeff. Jeff led us through his suggestions of menu items (on the wall) and made sure to recommend a little something from several food groups.

We ordered our dinner and thought we were just sitting back to enjoy each others company when Anamaria came over to instruct us in our obligations sitting in such a prominent place. As other diners passed by we were to greet them with a special cupped hand wave (and perhaps even use two hands) and say hello. That's where the fun began.

As each group of diners passed they were introduced to our group at the Pope's table and we did the special wave, as instructed. It was obvious many diners had been there before and knew the drill. Other members of wait staff dropped by periodically to visit and wish Mary Ann a Happy Birthday. When I leaned over to Anamaria to comment on what a fun place this must be to work she commented "You can't call this work!"

When it came time for the cake and the Tiramisu (oh yeah!) not only did the wait staff rally round to sing, but other patrons came over to join in the fun. What a hoot!

But it wasn't over yet. A young man passing by came over to give the birthday girl a kiss, and then two young waiters came over to serenade her. They sang an acappella version of "My Girl" and we all chimed in. Not to be outdone, shortly thereafter one of them came back, with a new partner got down on one knee and broke into "Earth Angel" apparently a new tune for the duo. The staff gathered round to hear. They were having as much fun as we were!

Naturally I asked for the manager. "Who are you, I asked? What IS this place?" Turns out many of you may know it ­ it's chain that strives to be the "un­chain" called Buca di Beppo (Big Joe's Basement) It started in Minneapolis in, you guessed it, Joe's basement. Remember the picture that greeted us outside the kitchen?

The culture at Buca is scrupulously tended to. The fun environment attracted people who want<