Good Fortune Comes To Those Who Wait

It's been a long hard road for the Lo's who have toiled for years in the restaurant business and finally achieved a stability that others only long for. When they first arrived in America, Mrs. Lo worked in New York. She was later transferred to Denver, Colorado to oversee the opening and operation of the branch, first as manager and then eventually as a shareholder. Unfortunately the place closed. Following that adventure Mrs. Lo had four other restaurants until 2004 when good fortune finally struck at Fortune Kitchen.

The reason for her fortuitousness is not luck. Mr. and Mrs. Lo took over the eatery from a Chinese couple. According to owner, the restaurant had changed hands four times and still succeeded to fail in the end. Before taking it over, they figured out the cause: the sloppiness and utter lack of service phased them out of business. Lo said the original owner didn’t even know what the customers were complaining about because of his almost nonexistent English. “I learned a lesson and I won’t make the same mistakes,” she said.

As did Mrs. Lo. In 1989 while working as a manager in a New York restaurant her manager gave her some advise that turned out to be wisdom in disguise. She has not forgotten.

“A great restaurant thrives on the harmonious combination of high quality food, attentive service and a clean environment.” Keeping customers’ requirements in mind, Mrs. Lo knows how to satisfy them and reveals some important points. “Fluency in English is critical so that you know how to communicate and meet customer demands and feedback from customers must be dealt with in a timely and positive manner.”

Mrs. Lo is very confident that she has developed a keen eye to meet her customers’ demands and has done a good job to impact them positively with their attentive service and quick delivery times. She says, “Actually, there are many similar themed Chinese restaurants nearby and there's even one that's been in business for ten years. I believe if the location is right and we have a dexterous chef, friendly service and an immaculate environment, we can make it.”

Mrs. Lo boasts, “I’ve never been afraid of the competition. We are ready for it. We are in business for more than five years, despite encountering an economic slowdown and we're still afloat.”

A Recipe for Success

The Lo's are keen real estate hounds and attribute their continued prosperity to their excellent choice of location. There were several factors to be taken into consideration when they selected their current operation. For starters, the surrounding environment – in a shopping mall, the cost of rent plus the demographics of the local population. None of these elements should be overlooked, announces Mrs. Lo. Having researched, analyzed and thoroughly investigated the premises and neighborhood, the owners made their investment.

Fortune Kitchen is a take-out serving up heaping portions of Chinese American standards like Egg Foo Young, Fried Mein Fun and Sesame Chicken. Of course their location in Aurora, Colorado defines the “standards” perhaps a bit differently than if they were based in New York City or Los Angeles.

The homemade sauces delivered in dollops atop an entrée are brimming with a polyglot of flavor. It is a truism that in Chinese cuisine a sauce, gravy, or simple glaze can make or break a good meal. There is nothing worse than a lumpy sauce that tastes too much like flour or cornstarch. Sauces are a delicacy to prepare. Overcooked they curdle, undercooked they're too thin and weak. Too much of a flavoring or too little can ruin the outcome and too much on the plate drowns out the entrees subtle taste. The sauces at Fortune Kitchen is neither too ropy, sticky nor too watery. Fortune's sauces are what icing is to cake.

Chicken and beef fats are trimmed off to ensure a healthy dining experience. No one wants to eat lard anymore. It's not considered de rigeur. The Lo's are the first to abide by popular wisdom. If in the current health crazed climate people want no fat or MSG or oil, they will meet their wishes.

The owner’s dedication to detail can also be found embodied in each and every delectable serving. For example, Egg Foo Young, as everyone knows, is an ordinary and frequently ordered dish. Unlike many Chinese restaurants which mix sauces together with the main entrées, Mrs. Lo found that the sauces were overwhelming the entree when blended. In addition, if a dish became cold, the meat would lose its color and some of its original flavor. To remedy this predicament, Fortune Kitchen took a novel approach. The sauce, well cooked egg cakes consisting of chicken slices, egg and vegetables besides the rice are separately placed in three boxes. The customers call it 'New York Style'. In this manner, there is no overflow of sauce nor loss of essential goodness. Even though it may take more time to pack an order in this fashion, there is no compromise on the food which maintains its original color and flavor. Such a simple step makes all the difference.

Another treasure found at Fortune Kitchen is the Singapore Mein Fun. Mrs. Lo repeated a funny story. “Many customers have asked in a puzzled manner, “how can you make it so delicious tasting?” “One customer told me he had never eaten such tasty Singapore Mein Fun before in his life. He even asked us to open another restaurant near his home.”

To create this dish we learned how the Lo's plate up. Firstly, they stir fry the eggs and then put it on the side in a plate. Then they quick fry peas and carrots. Afterwards, they sauté the peppers in sesame oil to release the hidden aroma and piquancy. Finally, the Mein Fun noodles are sautéed with eggs.

As to the elderly seniors who frequent the restaurant, Mrs. Lo is attentive on the side of caution about their health. When they order they ask for tofu, vegetable inspired dishes, or entrees with little or less oil. She makes sure their orders are steamed or boiled. A special “Vegetarian” section has been created for this sole purpose of pleasing customers seeking an alternative.

More Dedication to Customers Than Expected

Basically in a take-out restaurant, the type of customer service varies greatly to that of a dine in restaurant. Besides the obvious, no wait staff nor training necessary, direct communication and hands-on relationship building is more prevalent.

Mrs. Lo turns the meaning of customer service on its head. A few times! She knows what customers order and remembers their preferences, dislikes and habits. She befriends them in a way where they feel sorry to leave the premises with their meal(s). Some even call it their home away from home. Others feel it's their own backyard canteen. Since she is so adept at meeting and satisfying their wishes, her customers keep coming back for more. Who wouldn't want that type of attention? Some of us have never even had such at home.

Fortune Kitchen