When Kate Parsley took over Orton Scar Café almost eight years ago she told herself: “Well this is going to go either one of two ways.”
Now, having seen off stiff competition to win the Best Customer Service prize at one of the most prestigious national business awards, nobody can be in any doubt as to which way things went.
Being presented the prize at England’s Business Awards’ grand final on Sunday, the team had a wonderful time celebrating their success at Manchester’s Midland Hotel.
“It’s absolutely fantastic,” said Kate. “The whole team are really buzzing. I mean it’s really great considering some people haven’t managed to even open back up after the last couple of years.”
Service with a smile, is the bare minimum in Orton and Kate thanked her team for all their hard work, adding that it was a collaborative effort with each of her staff playing their part.
Nominated and voted for by the public, the judging process is strict, with judges meeting every business owner and sending out a secret shopper. Kate said while it could have been anybody, she prides herself on treating every customer the same.
“My main point,” she said, “is that no matter if customers are coming in for a coffee or a meal or whatever, the team speaks to every person who walks through the door.”
When presented with the regional title at the Cumbria Retail Business Award in November, Kate said she was surprised when the café was announced as the winner because it wasn’t originally meant to be included at all. She was instead nominated for the Best Cafe award.
Kate said: “In many ways it’s a better award, customer service in a café, it means that people are coming out feeling happy.” Kate said the food and service at the prize-giving was incredible and, with some 500 people assembled, it was a great chance to chat to fellow business owners about their experiences.
With the café’s offer ranging from cakes and scones to breakfasts and Sunday roasts, Kate prides herself on its quality home-made food. “We try to keep the menu simple but tasty,” she said.
With people regularly taking the detour from the M6 to stop off for something to eat, she’s clearly doing something right.
Already 2022 has seen a bumper trade for the café. Kate joked that with everyone getting out after successive lockdowns it can often be “lycra versus leather”, depending on whether more cyclists or motorbike riders are out and about.
But regardless of how customers get there, under Kate’s skillful management, Orton Scar Café has cemented itself as one of the county’s go-to spots.
