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Business

Posted on: October 30, 2017

When Customer Service Sets the Tone

Matt Mueller

Many of you may not know this about me, but in my prime, I could make, wrap, and bag a dozen tacos in less than two minutes.

You may wonder how I developed this super power. The answer is simple. I spent hours and hours honing this skill while I worked for my parents at Taco Mayo during high school. Over the years that I worked there, I made thousands of tacos, scrubbed hundreds of dishes, scrubbed many floors and invented a lot of amazing food creations that really should have made the menu. Of all the tasks that I performed, the one that was more important than all the rest was interacting with the customer.

Taco Mayo’s mission statement is “To satisfy and bring back all customers.” New employees were trained on how to interact with customers and all of the verbiage given to us was designed to create a welcoming environment with customer satisfaction in mind. For example, instead of asking “is this for here or to go,” we asked “is this for here.” This small change in phrasing immediately set a welcoming tone and let the customer know that we wanted them there. When the customer completed their order, we asked “will there be anything else,” rather than “will that be all.” This let them know that we were not in a rush to move them along and that we were happy to spend as much time as needed to serve them. I think that my favorite is one that my dad really stressed. Have you ever noticed that when you tell people “thank you” for something that they typically say “no problem?” My dad insists that the Taco Mayo employees respond with “my pleasure.” This is the way that I always try to respond. When you say “no problem” it basically communicates to the person that “you haven’t burdened me” but when you say “my pleasure” it communicates that you are happy to serve them.

Most of my philosophies on customer service were all formed during my time at Taco Mayo. You could see immediate results in the interactions and the success of the business absolutely depended on the customer’s satisfaction. It is amazing how little things like “is this for here,” or “my pleasure” can send the message that we really do care about your satisfaction in doing business with us. As an organization that values Customer Service as part of the foundation of who we are, we should all have the same commitment to provide the customer an exceptional experience when they interact with us.

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