The Baskin-Robbins Canada brand and network of franchisees recently welcomed the arrival of Ishan Patel and Shreya Ruwala.
The couple has taken the reins of an established Baskin-Robbins/Kernels twinned shop located at 1685 Main St. W., in Hamilton.
“As new franchisees to the Baskin-Robbins family, the two most important values we wish to demonstrate are excellence in customer service and pride in the presentation of our cakes and dessert creations,” says Ruwala. “Along with good presentation, Ishan and I also like to build relationships with customers. There are generations of families who have been visiting this location since it first opened. We are committed to seeing them come back.”
The shop has been serving the community for more than 30 years. For Patel, a commitment to customer service begins with being present on a daily basis and having a personal, one-on-one customer approach.
“Good service starts with a nice welcome. In foodservice and hospitality, sometimes the only difference between one location and the next is service,” Patel said. “This is how you satisfy the customer’s needs. People may forget cakes or ice cream, but they will never forget how you made them feel.”
As part of their purchase and training, Patel had visited the Dunkin’ Brands headquarters in Canton, Mass. Thanks to the comprehensive training and onboarding, it was a smooth transition from the previous owner to the new couple.
“The operation managers are always there to help us and make sure we are fully prepared to grow with the store,” says Patel.