Gainsborough: Putting the customer first at Emmaloos

The family run business on Market Street prides itself on providing an excellent customer experience.

And that was obvious to the panel of judges here at the Standard who had the tough job of picking the winner.

“There were so many nominations for Emmaloos it was clear how much they value the experience each customer has,” said Standard editor Ben Green.

Comments about Emmaloos praised everything from the spotless interior, to the warm welcome and the value for money.

“It was fantastic to win the award two years running,” said Matthew Lonsdale, the owner of Emmaloos.

“Our customers have seen the amount of work we have put into the coffee shop and it’s great to know they appreciate what we are doing.”

“A lot of our customers said they had nominated us, but we really didn’t expect to win again, so it was a real surprise.”

And the award is even sweeter after the business endured a tough period while major works to improve Market Street and Church Street in the town centre.

“It is great that people keep coming back to us, even with the disruption that the roadworks caused,” said Matthew.

“Our loyal customers kept coming to us and that’s what kept us going through the difficult times and we have now come out of the other side.”

The family run business opened three and a half years ago.

After a whole career in hospitality working for other people, Matthew decided it was time to follow his dream and go it alone.

“I have been in hospitality all my life and started out washing up in a kitchen when I was 15-years-old,” said Matthew.

“I worked my way up and ended up as a manager at a four star hotel just outside Birmingham.”

“Opening my own business was something I had always wanted to do, and I decided the time was right to go for it.”

Matthew believes it is his wealth of experience in different roles and businesses that has helped make Emmaloos a success.

“I really do believe that you should start at the bottom and work your way up. That way you learn what makes great service,” he said.

“I think it’s important to know about all aspects of the business you are in, to know what works and what doesn’t.”

But not one to rest on his laurels, Matthew already ha plans to build on the success Emmaloos has already enjoyed.

The coffee shop is now fully licenced, meaning it can now open in the evenings.

“We are running a tapas night once a month, and that is proving really popular,” added Matthew.

“We have also started doing private parties for birthdays and other celebrations.”

“One of things I have always firmly believed in is that even if you are doing well, you should still be looking at what you can do next.”

By Claire O’Neill

[email protected]

Twitter: @ClaireyONeill

Photos. Staff in the shop and staff at the business awards night attached