In this unforgettable episode of Excellence in Customer Engagement, we sit down with Tommy Fello—founder of the beloved Tommy’s Restaurant on Coventry Road in Cleveland Heights—and his wife Cindy, the creative spirit whose art and quiet strength helped shape not just the walls, but the warmth, of the space.

Since 1987, Tommy’s has been more than a restaurant. It has been a refuge, a hub, a second home—and a living testament to what’s possible when love and service are the guiding principles of leadership.

Together, Tommy and Cindy share the story of their journey:

• ➤ How a teenager stepped into ownership with humility, heart, and vision.➤ How Tommy led through crisis—navigating the COVID era with grace and grit.
  ➤ How customer-centric food, made with integrity, becomes a living legacy.

• This is servant leadership in motion. A love story rooted in service. A tree of life with branches that have touched an entire community.

  The love story of Tommy and Cindy Fello is oneof connection that built family and community. A place where everyone, from every walk of life, can feel seen, heard, and nourished—in body and spirit.

  Tommy’s legacy is of the organic delights, the laughter echoingthrough the booths, the art hanging on the walls, the welcome that never runs out and all acts of service that say, “you belong here.”

  Most profoundly, Tommy teaches us how to climb the tree of life—not for status or show—but to understand, lift others, toreach for meaning, and to plant something that lasts.

  Thank you, Tommy. Thank you, Cindy. We arebeyond grateful for your example of what it means to serve with heart, to lead with humility, and to love through every plate, every person, every day.

  📍 Connect with Tommy & Cindy:

  Tommy’s Restaurant📍 1824 Coventry Rd, Cleveland Heights, OH
  🌐 www.tommyscoventry.com📸 @tommysrestaurant

  Cindy’s Art🎨 @paradise_collagesThank you for your kind attention today!

  I am Christine George and this is Excellence in Customer Engagement.

  📩 christine@cgexcellence.net

In this inspiring episode, I have the honor of speaking with the legendary Richard Johns, founder of Richard’s Ride in Solon, OH. Richard’s unwavering commitment to Dependability, Security, Trust, Cleanliness, and Service Excellence has set the gold standard in door-to-door transportation.

Join us as Richard shares how his life experiences have shaped a business philosophy built on Faith, Family, and Friends. Through a heart-centered approach, he has cultivated lasting relationships and a legacy of servant leadership—one that extends beyond business to enrich lives in profound ways.

🎧 Listen now and be inspired by Richard’s journey!

📞 Connect with Richard Johns:

🌐 www.richardsride.com

📱 440-519-1400

Thank you for listening!

Passionate about Customer Service since the age of five - when my Dad, "Big Gus", told me that my only job in our family diner was to make sure that every customer was smiling. :) Today, my Podcast Interviews elevate Servant Leaders who deliver excellence in the everyday trenches of Customer Service. These conversations not only showcase their high standards, but also the authentic, humble nature, that drives them to serve with purpose - day in and day out.

CG Excellence Training equips teams with personalized development and mission-aligned training. We uncover the unique strengths of each team member and help create cultures where staff feel seen, supported and inspired to deliver excellence - leading to stronger staff engagement and lasting client retention.

If you’re passionate about the fine art of customer service, please subscribe, like and share this episode with your friends, family, and colleagues.

With Love and gratitude,

Christine George

CG Excellence Training

Aligning Servant Leaders with the Corporate Mission

Staff and Client Retention

christine@cgexcellence.net

Conversation with Angela Lavrisiuk expressing the true nature of intrinsic servant leadership on all levels of human existence.

Insights on Servant Leadership and Customer Service

Introduction to Servant Leadership

Definition: Servant leadership emphasizes serving others and prioritizing their needs above one's own. It fosters a culture of support and positivity in the workplace.

Key Figure: Angela Lavrisiuk, a servant leader at Dollar Tree, exemplifies these principles through her daily interactions and commitment to customer service.

Personal Experiences and Influences

Early Experiences: Angela's first memory of customer service was at Kmart, where a kind employee helped her without judgment, igniting her interest in customer service.

Core Beliefs: The "Golden Rule" of treating others as you wish to be treated is a foundational principle for Angela's approach to service.

Impact of Positive Customer Interactions

Customer Experience: Positive interactions can significantly enhance customer loyalty. Angela believes that a good experience can turn a store into a favorite place.

Role of Positivity: Maintaining a positive demeanor, even in challenging situations, is crucial for effective customer service.

Challenges in Retail

Facing Adversity: Angela discusses the difficulties of staying motivated during peak seasons and the importance of supportive coworkers in overcoming challenges.

Coping Mechanisms: Humor and camaraderie with coworkers help Angela maintain a positive outlook despite the stresses of retail work.

Servant Leadership in Action

Driving Force: Angela's commitment to making her store the best it can be motivates her to provide exemplary service, which is reflected in customer feedback.

Cultural Impact: The supportive work culture at Dollar Tree plays a significant role in Angela's ability to deliver exceptional service.

Personal Growth and Future Aspirations

Career Development: Angela aims to expand her small business, Skittish Boutique, and integrate her customer service skills with her passion for photography.

Role Models: Angela credits her mother and former managers for inspiring her servant leadership journey.

Conclusion

Gratification in Service: The most rewarding aspect of Angela's role is the ability to bring joy to others, reinforcing the reciprocal nature of positive energy in customer service.

Social Media Presence: Angela promotes her craft

business on platforms like Facebook and Etsy, showcasing her handmade goods.

Visit Angela's Etsy Shop.

https://www.etsy.com/shop/SkittishBoutique

Thank you for listening!

Passionate about Customer Service since the age of five - when my Dad, "Big Gus", told me that my only job in our family diner was to make sure that every customer was smiling. :) Today, my Podcast Interviews elevate Servant Leaders who deliver excellence in the everyday trenches of Customer Service. These conversations not only showcase their high standards, but also the authentic, humble nature, that drives them to serve with purpose - day in and day out.

CG Excellence Training equips teams with personalized development and mission-aligned training. We uncover the unique strengths of each team member and help create cultures where staff feel seen, supported and inspired to deliver excellence - leading to stronger staff engagement and lasting client retention.

If you’re passionate about the fine art of customer service, please subscribe, like and share this episode with your friends, family, and colleagues.

With Love and gratitude,

Christine George

CG Excellence Training

Aligning Servant Leaders with the Corporate Mission

Staff and Client Retention

christine@cgexcellence.net