Video transcript

Patrick and Ruth Bourachot chose Collingwood for its natural beauty, its four-season appeal, and most of all, for its vibrant community feel. Since settling there five years ago, they’ve added to the town’s vibrancy by opening Café Chartreuse — a gourmet European-style café that’s extremely popular with both the locals and tourists. And while their delicious menu is definitely attractive, their exceptional customer service might just have a little something to do with it too.

“We really wanted to be accessible for everybody in the town and outside of the town,” says Patrick.

So they underwent renovations to their historical building location to turn it into the space they envisioned — one that was open, inviting and easy for people of any ability to access.

“We put a buzzer at the front door so people could buzz if they needed assistance opening the door,” explains Ruth. “And then we made the washrooms accessible.”

They also ensured that the pathways were wide and barrier-free, that chairs were moveable so that people in wheelchairs would have easy access to the tables, and that products were placed at a low height so that everyone could reach them.

But Ruth says that while the physical changes they made are important, it’s their customer service that makes the real difference.

“What you can do, you should do,” she says. “But a lot of it comes down to service. And that’s what your staff can do and that makes your experience way better.”

Patrick and Ruth have made sure their employees know how to read the needs of their customers and to always ask how they can be of help.

It would seem that type of accommodating service is sticking in the minds of their customers.

“The service is exceptional,” remarks Wilma Davies, a customer with a disability and member of Collingwood’s Accessibility Advisory Committee. “If you don’t have the ability to carry your food to the table, you don’t even have to ask — they know automatically and they’ll come and get it for you. And this is very important.”

Collingwood Accessibility Advisory Committee Chair Wayne Yuristy agrees.

“I think they’re great. Having the staff willing to help you in every way — that’s what keeps people coming back to a place like this.”

Wayne says that accessibility is something all businesses need to start considering.

“As the population is getting older, you see more and more people living longer. And as they live longer, not everybody is going to have the same abilities as they did when they were young. So for businesses to do this, it makes good sense.”

For Patrick and Ruth, understanding the need for accessible customer service has really paid off. They’ve recently hit their five-year milestone with the café, and business is continuing to increase.

“We want to be a friendly café,” says Patrick. “And to be that way, you have to be open to everybody. Everybody is welcome, and that’s the key.”