There are times when you just know you have encountered something special. I had one of those experiences at Otto’s Place in Galena, Ill. Otto’s Place is not on the main drag where all the tourists congregate. It is near the old train station and the Ulysses Grant memorial (Grant was born in Galena).
The food was fantastic (the pancakes were my personal favorite and the egg taco was a first for me), but what struck me was the public publication of their philosophy and commitment to an experience. Not only was their philosophy in writing, it was apparent in the building, the employees and vibe.
You can write all you want, but if you can’t deliver, you develop a brand gap: That is the space between what you think and say you are and what you deliver.
When everyone is talking engagement, it is nice to actually see it in action. And I really like the taste of Otto’s engagement.