Above and Beyond

Our goal is to provide spectacular service.  We know we don’t always hit the mark, but we will never stop trying.  Every day, every Roti location reports back on what they did to make someone’s day.  This blog honors our team members who have truly gone above and beyond.

  • 12/14/11 Chicago – 200 W. Randolph

    We have a customer who orders over the phone at least once a week after 5pm. He always orders the same thing, 2 falafel sandwiches, and it’s gotten so that we recognize his voice on the phone and simply tell him his sandwiches will be ready shortly.

  • 10/22/11 Northbrook, IL

    Today we had a regular customer who is gluten free come in. We saw her walking in the parking lot and we started the pita for her. When she got up to the line we were ready to go with her sandwich.

  • 9/15/11 Vernon Hills, IL

    A customer came in with her daughter who was drinking a strawberry lemonade from Starbucks (next door). The girl dropped her drink.  While I continued bagging the order, Alex ran next door and replaced the drink.

  • 9/14/11 Chicago – 200 W. Randolph

    A customer came in during dinner and ordered a chicken roti wrap. Kailey made everything for her and was about to ring her up when she asked if it was possible to get cranberries for her sandwich. So Kailey went to the walk-in refrigerator and brought her some of the dried cranberries we use for breakfast meals.

  • 9/8/11- Washington, DC – L’Enfant Plaza

    Today we had a lady asking if we can grill the veggies so they would be warm.  We usually served them chilled, but Beverly went ahead and grilled the veggies for this customer.

  • 9/8/11 Chicago- 200 W. Randolph

    I had a regular come walking by the window and I knew exactly what he wanted. So before he could even open the door I had made his plate and had it ready for him by the register.

  • 9/6/11 Washington, DC – NoMa

    A lady from a nearby office called in a little after lunch rush saying that she lost her keys. No one had turned in the keys and they were not in the dining room, so we decided to look in the trash can. We found them there.

  • 9/6/11 Northbrook, IL

    We had a regular customer call her order in and she told Osmara she could not leave her car. When she pulled up Osmara saw the car and ran her food out so she did not have to wake her sleeping child.

  • 9/3/11 Washington, DC – Foggy Bottom

    One of the guests this evening wished to have a side of our Spanish eggplant and wanted it hot. I took heated her side on our stove in the kitchen.  She was very happy we were able to accommodate her in this way.

  • 8/23/11 Northbrook, IL

    Today a mother came up and asked if we had ketchup for her kids. When we told them we did not, but Dimi took some red pepper aioli to the table and told the kids that it was like a Mediterranean ketchup. They tried it and we got a big thumbs up from the kids and the mom.

  • 8/10/11 Northbrook, IL

    A woman called today and asked if we sang “Happy Birthday”.  I told her we haven’t in the past, but we would be happy to.  Her son turned six today, and was very excited to go out to dinner someplace where they sing.  When they got here, and right as they were finishing eating, Betzy, Ana, LA, Luis, Rudolfo, and I brought the boy a brownie and we all sang Happy Birthday to him.

  • 8/9/11 Northbrook, IL

    Tonight, as a customer was walking through the line, her flip flop broke.  I asked her for it, and stapled it back together so she could make it back home at least.

  • 7/25/11 Vernon Hills, IL

    Tonight a mom came in with a little girl who wanted to carry her own tray.  Mom said no, but the girls took off running the tray.  She made it pretty far before the plate slid off the tray and rice flew everywhere.  Tammy immediately made her another plate and then cleaned up the mess, and helped calm down the girl.  The mom said Tammy should be the “Super Nanny” of Vernon Hills.

  • 7/13/11 Vernon Hills, IL

    Tonight a very stressed-out family with screaming kids came in. Devon was able to calm the kids down and take their order. Later, the dad told us their house had been without power for two days and the whole family had been on edge.  He thanked us for our poise and hospitality.

  • 6/21/11 Northbrook, IL

    The power went out in the midst of the storm this evening. I drove over to Lowe’s to buy a flashlight, but they were out of power as well.  Instead, I pulled my car in front of the restaurant so my headlights could shine through the windows and help the customers exit safely.

  • 6/21/11 Chicago – 200 W. Randolph

    A customer came in at peak time and looked confused.  I asked him if he had any questions, and he said he was just waiting for someone.  I had him describe what the person looked like and told him to get in line so he wouldn’t have to wait twice the amount of time.  When she came in I walked her over to his place in line.

  • 6/17/11 Washington DC – L’Enfant Plaza

    Today a customer was walking his plate to an empty table when someone accidentally bumped into him— knocking all of his food onto the floor.  We remembered his order and quickly remade his meal and brought it out to him before he even had the chance to reorder.

  • 6/6/11 Vernon Hills, IL

    Today a couple with a young child came in. We remembered that their son was the boy who only eats the grapes out of the fruit cups. Luther and John went to the back and filled a cup with grapes just for him.

  • 5/25/11 Washington DC – NoMa

    Today a guest tasted Roti for the first time. He said the Mediterranean food took him back to Morocco, and he even brought some home for his mother’s approval.

  • 5/1/11 Vernon Hills, IL

    A little girl dropped her grilled cheese pita on the floor. Without hesitation, Brian made another before her father came over to ask. He was pleased to have someone watching over his family’s experience and anticipating his needs.

  • 4/25/11 Northbrook, IL

    Today during the lunch rush Juan showed me a pita that had come out of the oven in a heart shape. At the same time, the customer in front of us saw it and said, “Aww, some lucky person will get that one.” Without hesitation, Juan placed it on her tray even though she had not ordered a pita.

  • 3/30/11 Northbrook, IL

    A couple of weeks ago a customer mentioned that his son was collecting quarters and he was only missing Guam and Puerto Rico. When I was counting the drawers that same evening I happened to find both Guam and Puerto Rico quarters. I exchanged them with my own quarters and saved them in the office. Today the gentleman came in and when I gave him the quarters he stopped ordering his food and hugged me.

  • 3/17/11 Washington DC – 1747 Pennsylvania Ave.

    A customer ordered a Chicken Roti Mediterranean plate shortly after the lunch rush. He was leaving the register after paying when he turned and saw some fresh steak being shaved off the shawarma. He stopped to say, “Man I wish I’d gotten here a minute later, I would have changed my order.” So we offered to make him a new plate, same toppings just with the steak.

  • 3/9/11 Washington DC – NoMa

    A customer was in line getting ready to pay for his lunch.  When he reached into his pocket to get his money, he realized that he did not have his wallet with him.  I noticed that he had his G.S.A badge on and told him that he could come back later to pay for his food.  At about 2pm he came back in with his money.

  • 3/5/11 Vernon Hills, IL

    A high school student left her music folder in the store today.  Since we had no way of getting a hold of her (we only had a name), I found her teacher’s email on the school website, and emailed to let them know that we had the folder and that the student can stop in and pick it up anytime.

  • 2/17/11 Vernon Hills, IL

    I handed a customer his food and told him to hold on 1 minute and I would bring him a fresh pita.  He said OK but was not really paying attention.  He ended up paying and leaving.  By the time I was going to give him his pita he was already getting in his car, so I ran out and caught him just before he pulled away.  He said he was sorry he wasn’t totally listening and I told him all that matters is him getting his pita.

  • 2/16/11 Washington DC – 1747 Pennsylvania Ave.

    A customer called at 4:30pm knowing that we close at 5pm. She explained that she gets off of work at 5pm and could not get here until 5:30pm.  We told her we would make it happen for her,  and her food would be ready at 5:30pm.  She was very thankful that we could do this for her since she had a long day at work and had not had a chance to eat lunch.

  • 2/3/11 Vernon Hills, IL

    Two customers ate dinner here and I offered to re-fill their drinks. They said no, that they were going next door to Starbucks. I offered to get them their coffee so they didn’t have to get up and move. They were so happy and they stayed for an additional hour and a half.

  • 1/27/11 Northbrook, IL

    A customer came in tonight and asked for a warm cookie, which we usually do not serve.  Martin wrapped a cookie in foil and warmed it in the pita oven.  The customer was very happy.

  • 1/24/11 Vernon Hills, IL

    One of our young fans (5 years old) came in today with his grandfather.  As the grandfather started ordering for the boy, I finished his order and added that the food needed to be made on the back line due to the child’s allergies.  He looked at his grandson and said “You do come here a lot!”

  • 12/30/10 Northbrook, IL

    Today, while I was working the cash register, a customer came up and was looking for his Buried Treasure promotion card.  Interestingly, I had helped the gentleman yesterday in Vernon Hills, and we had a discussion about how he can never remember what pocket he put it in.  I had noticed yesterday that he had put it in the inside pocket of his jacket, and when he was looking for it today, I was able to tell him exactly where it was.

  • 12/16/10 Northbrook, IL

    Today we had a family that came in and ordered salads and a Mediterranean Plate. I noticed that they didn’t want any cous cous or pita chips on the salad. I asked the customer if she was gluten free and she said that she is not allergic but she prefers to eat gluten free.  I explained to them the precautions we take with gluten free orders, and suggested to re-make the salad, but with sterile gloves and follow all the precautions for the gluten free menu. Alba changed her gloves and made the gluten free salad.

  • 12/12/10 Vernon Hills, IL

    A customer came in said she wanted her food as fast as possible because her baby was asleep in the car and she didn’t want to bring him out in the snow.  I told her it was going to be a little bit of a wait, so I had her pay and told her I would bring her food out to her car.  She was very happy.

  • 12/2/10 Washington DC – 1747 Pennsylvania Ave.

    We had a late pick-up order for catering. The three customers walked from GWU expecting to carry the order back with them.  They were surprised by how many containers there were.  They did not have a car, so we loaned them our big catering bags and made arrangements to pick them up tomorrow.

  • 9/24/10 Northbrook, IL

    A customer called in an order for pick up. She wasn’t sure exactly if she would like the kabobs or the Roti and also which of the sides what she would like. We suggested that when she comes to pick it up she can see and try some of the food on the line. Dio and Luis worked with her on the line. They explained our different meats, toppings and the sauces. She was very happy that she got to try the meat and falafel before ordering.

  • 9/21/10 Northbrook, IL

    Today, as we were closing (9:05 pm), a customer called and asked what time we closed.  When I told him 9:00, he sounded disappointed.  I asked him how close he was, and he told me that he was headed home from a trip and was in Lake Forest.  I took his order, we prepared it, and I held off on closing the registers until he got here.

  • 9/20/10 Washington DC – 1747 Pennsylvania Ave.

    A customer with a gluten allergy came in and asked for gluten free.  We suggested a make your own sandwich kit for her to take. So she picked out her ingredients and we packed it all separately and neatly in a bag and added her gluten free on the side. She thought it was great that we had so many gluten free toppings in addition to our gluten free pita bread.

  • 9/15/10 Washington, D.C. – 1747 Pennsylvania Ave.

    We had a call in order for a delivery today. It was from the regular menu but almost each item had some extra instructions or some customizing. It was total of 14 items and we put names on them and also separated the check- all separate charges for each person. It was all prepared and delivered on time.

  • 8/23/10 Vernon Hills, IL

    A gentleman came in and ordered a few sandwiches. He did not want most of the toppings in the sandwich. We placed each topping into individual containers.