How One Texas Restaurant Built A Century Of Customer Loyalty

Key Concepts

• Christie's Seafood & Steaks: A third-generation, family-owned, Greek-owned restaurant in Houston, Texas, established in 1917.
• Legacy and Tradition: The restaurant emphasizes maintaining its original recipes and atmosphere, offering a dining experience that connects generations.
• Customer Connection: A core value of the restaurant is making personal connections with customers, showing appreciation for their choice to dine there.
• Employee Treatment: Respectful treatment of employees and a shared goal of providing value and fresh food are highlighted.
• Resy by American Express: A reservation system that provides valuable customer details, enabling personalized service for special occasions.
• Small Business Saturday: An initiative by American Express that provides marketing and advertising support to small businesses.
• Small Business Importance: The transcript stresses the vital role of small businesses in supporting families and being the "heart of America."

Christie's Seafood & Steaks: A Legacy of Family and Tradition

Christie's Seafood & Steaks, a Greek-owned, family-run establishment in Houston, Texas, has been a cornerstone of the community for 108 years. Founded in 1917 by Greek immigrant Theodore Christie, the restaurant is now in its third generation of family ownership. Maria Christie emphasizes the importance of preserving the restaurant's heritage, noting that the dining experience, including the meals, has remained unchanged, allowing families to connect with their past.

Core Values: Customer Appreciation and Employee Respect

A fundamental principle at Christie's is the deep appreciation for every customer. As Maria Christie states, "We truly do value every customer because we recognize that you can go eat anywhere you want, but you decided to come to Christie's." This sentiment was instilled by her father, who would personally thank patrons. This philosophy extends to the treatment of employees, who are treated with respect and united by a common goal: to provide good value and consistently fresh seafood daily.

Leveraging Technology for Enhanced Customer Experience

The restaurant utilizes Resy, a reservation system powered by American Express, to enhance its customer service. This system provides crucial details about customers, such as whether they are celebrating an anniversary or birthday. This information allows the staff to ensure these special tables receive the necessary attention, a capability that Maria Christie credits to the insights provided by Resy. The partnership with American Express has also led to a significant increase in new customers.

The Impact of American Express Support

Maria Christie highlights the invaluable support provided by American Express, particularly through initiatives like Small Business Saturday. She notes that many small businesses lack the resources for public relations and advertising, making American Express's marketing efforts a critical lifeline for getting their message out. The advertising campaigns are described as "huge" and a "great resource" for businesses like Christie's.

Mama Christie's Perspective: Pride in Family and Hard Work

Alexandra Christie, known as "Mama Christie," expresses immense pride in her family's involvement in the restaurant. While acknowledging the demanding nature of working "seven days a week," her greatest satisfaction comes from seeing her children actively running and being a part of the restaurant business.

The Significance of Small Businesses

The transcript underscores the vital role of small businesses in the economy and society. Maria Christie reiterates that "Small businesses is what supports families" and declares that "small business is the heart of America." The continued patronage of customers is what has sustained Christie's for over a century, emphasizing the symbiotic relationship between businesses and their community.

Conclusion

Christie's Seafood & Steaks exemplifies the enduring success of a family-owned business built on a foundation of tradition, genuine customer care, and respect for its employees. The strategic use of technology like Resy and the support from American Express, particularly through Small Business Saturday, have been instrumental in its continued growth and ability to connect with new patrons. The narrative strongly advocates for the essential contribution of small businesses to the fabric of American life.