In the comments for last week's entry on Zappos.com, Tamara Windt from Loyola Marymount University's Entrepreneurship Program praised a local restaurant called Mama D's.

According to Tamara, the Manhattan Beach restaurant is "a cozy little place that has a line around the block each night." She attributes this to unexpected extras, such as complimentary garlic bread, pizza, and other treats for the patrons in line. The family-friendly restaurant also keeps a stack of toys and games on hand for antsy children.

I haven't had a chance to check out the restaurant in person, but something written on the menu by Mama D caught my eye: "Papa D, one of the children or I constantly supervise the cooking. We feel it is a sincere honor and a privilege to serve you. At Mama D's we are devoted to insuring that you truly enjoy your meal and that you have a Wonderful and Memorable Experience."

Clearly, Mama D's is a family restaurant in more ways than one, and there are two points that reveal how the business embeds exceptional customer service in its culture. First of all, the owners recognize that inviting you into their business is the same thing as inviting you into their home, so they take pride in treating you like an honored guest. The reference to a "wonderful and memorable experience" shows that Mama D understands she is not in the food business, but in the hospitality business. People can go many places for a plate of food - Mama D promises much more, and her coworkers know exactly what has been promised. As the menu says, "We are here to please you!"

The other point that speaks to the organization's service ethic is the fact that a member of the family personally supervises the cooking at all times. This reminds me of the Benjamin Franklin saying, "The eye of the master will do more work than both his hands."  Mama D takes responsibility for the quality of her restaurant's food, building a personal connection between her family and yours. Every bite you eat at Mama D's has been personally approved by the owners.

Of course, talk is cheap. But the "line around the block each night" suggests that Mama D and her team walk the walk. Still, to be absolutely sure, I think some in-depth, on-site research is in order. Buon Appetito!