He Built One of Ireland’s Most Ambitious Restaurants. His Best Customer Satisfaction Tip Starts With a Drink Coaster.
He lost the bid on his dream restaurant and got a second chance. Here’s what he learned about the details that actually keep customers coming back.
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Key Takeaways
- Alan Clancy believes the customer journey begins before anyone reaches the table.
- After COVID forced him to rethink his hospitality business, he returned with a clearer vision.
- His approach to hospitality and customer experience offers a useful blueprint for anyone launching a new concept.
The elevator stopped at the eighth floor.
To reach the unfinished roof of Dublin鈥檚 former Central Bank of Ireland building, Alan Clancy had to climb a small stepladder. The redevelopment plan called for two additional floors, but Clancy initially saw more problems than possibilities.
鈥淭here was so much going on up here,鈥 Clancy says. 鈥淭hat鈥檚 gonna take a lot of money and a lot of time and a lot of effort.鈥
Today, the top of the building is home to , an 18,000-square-foot rooftop restaurant overlooking the center of Dublin. Its glass structure, Irish colors and design details frame a venue that brings dining, drinks and entertainment together.
The name also connects the restaurant to its location. Clancy says is an Irish word meaning roof and shelter.
Getting there required Clancy, a hospitality entrepreneur, to hold onto an idea that almost belonged to someone else.
As international restaurant brands entered Dublin, Clancy questioned why an Irish operator couldn鈥檛 create something equally ambitious. He entered the formal tender process in 2019 with a concept rooted in Ireland, but he didn鈥檛 win.
Then COVID hit his hospitality businesses. One of his major Dublin bars remained closed for nearly two years. At House, another of his venues, Clancy and his team expanded the food operation and created a popular restaurant and garden. After visiting House during a busy rugby weekend, the managing director of Hines asked Clancy whether he was disappointed about losing the rooftop.
Hines invited him back.
鈥淚f I was looking at it again, I鈥檇 look with different eyes,鈥 Clancy says.
Clancy traveled to study restaurants, including SUSHISAMBA in Dubai and Delilah in Las Vegas and Los Angeles. He asked hospitality professionals about their mistakes and recruited designers who could help execute his idea. A financial backer eventually saw the same potential and offered to support the entire project.
The finished restaurant combines the international influences Clancy studied with the Irish identity he wanted to protect. Guests can celebrate an important occasion, stop in for lunch or spend an entire evening there.
鈥淚 wanted it to be a special occasion, but I wanted it to be every occasion,鈥 Clancy says.
The coaster code
Clancy has a problem with the front door at 顿脥翱狈. Guests walk into an 18,000-square-foot rooftop restaurant filled with custom design elements, views of Dublin and details built around Irish history. Clancy still notices how hard they have to pull the door.
鈥淭he front door is too heavy at the moment,鈥 Clancy says with a laugh. 鈥淚 have a real gripe over that.鈥
It may seem minor, but it represents how Clancy thinks about The customer鈥檚 experience begins before the food reaches the table, and no part of that journey is too small to reconsider.
鈥淲hat are we without customers?鈥 he says. 鈥淲e鈥檙e nobody.鈥
That attention continues throughout 顿脥翱狈. The restaurant鈥檚 cocktail book connects drinks to locations around Dublin. Each signature cocktail is paired with a latitude and a story explaining why it was chosen.
There was one part of the cocktail book Clancy could not develop himself.
鈥淚鈥檓 gonna give away one of my secrets,鈥 he says. 鈥淚鈥檝e never had a drink.鈥
Clancy relied on people with more experience tasting drinks, but the original concept was his. He wanted the cocktail book to help guests engage with the city around them.
Even the coasters carry instructions. One side tells the staff a guest wants still water. Flip it over, and it signals sparkling. The system is subtle enough that customers may never realize it is there.
鈥淪omeone鈥檚 put a bit of thought into it,鈥 Clancy says.
Irish references appear throughout the restaurant. Green and gold run through the carpet, while a diamond pattern inspired by the glass roof is repeated across the space.
Clancy sees those details as part of building something larger than a single restaurant. He wants 顿脥翱狈 to become a recognizable brand, but that ambition still comes back to the person pulling on the front door.
For Clancy, a memorable restaurant is not created by one impressive feature. It is built through a series of decisions that tell every guest someone was thinking about them.
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