
May 26, 2023, marked the end of an era. While we had known for several months that the end was coming, we were still not prepared for it. We thought we were since we and many others had been lamenting about it and preparing for it. But when the day finally came, it was almost overwhelming. The end of an era I am referring to is the closing of our favorite watering hole for twenty-three years, Sawmill Tap Room.

SM, as we often referred to it as a shortened version in texts, etc. was our local Cheers. It was where we went on average once a week when we were in town. It was where the servers knew your preferred drink (half and half iced tea for me!) and brought it to you when you sat down. It was where you could always expect great service, good to great food, and a homey atmosphere. It was where you could sit in the bar or dining room and watch your favorite sports or sit on the deck when weather permitted. If you sat in the dining room, you would share the space with many kids, as full sports teams met and ate there, as well as elderly couples who might come several times a week. The prices were reasonable, the portions were ample, and the quality was predictable.

Mike and I were at Sawmill the first day it opened. We knew (some of) the owners from their time at another local restaurant, 42nd Street Oyster Bar, and wanted to support them. That was not hard to do, since SM became our favorite local casual restaurant, for reasons noted above. Through the years they became family. On May 26th, we hugged them and many other regulars as we said our goodbyes, shared our appreciation for them, and went down memory lane. Although many of us hope there will be another restaurant in their future, there is no guarantee of that at this point, and even if there is, there will never be another Sawmill. It is impossible to recreate Sawmill.
What creates loyalty at this level for a business? As one who speaks and consults on customer service, I have thought of this question many times, and have written about SM as an example of exceptional service. While Sawmill has not been error free for twenty-three years, more often than not they have delivered exactly what they promised: good food, reasonable prices, and a fun atmosphere. Because of that, when the occasional blips occurred, it was easy to forgive the lapse and keep on going back.

I believe one of the reasons for Sawmill’s success is the presence of the owners. This was a family business, with three brothers working in the business at one point, and other family members as well. There was usually one of the owners present, especially during busy hours, although they could not always be seen since they were in the kitchen!
Another success variable was who they hired, how they trained them to a consistent level of service, and how they led and managed them. Most of the staff were young and had their training not been consistent, it would have been easy for them to make their own assumptions about good service, and just as likely their assumptions about service could have been wrong. Sawmill management did not leave this important process to chance. They hired those who could and would serve, trained them in the Sawmill way of service, and led and managed them well.

Why is Sawmill no longer in business? That is a question that only the owners of the building, who are not the owners of the business, know the answer to. After twenty-three years, Sawmill’s lease was not renewed, and no answer to “why” was given.
Goodbye, Sawmill. You have been a good and loyal friend for many years. We love you and miss you.
