This December, we have a special “holiday edition” of our monthly Malnati Rockstar feature!
In the spirit of the holiday season, the more the merrier! We are sharing two great stories of our people providing excellent hospitality to our customers.
Our first Malnati Rockstar is Rachael Perreault from Lou Malnati’s Geneva!
Rachael is a phone worker in Geneva and after taking a customer’s order, they were so delighted by her attitude and service, they asked to speak with her manager, Zac Lilly. Here is Zac’s account of the phone call:
“During the phone call the customer had many questions about the menu as it was only her second time ordering and Rachael answered them with ease as well as giving some personal recommendations. While it only took a couple minutes to place her order, the phone call ended up being about 8 minutes long as they were laughing together and having a genuine conversation. The customer asked how old she was and when Rachael replied that she was 16 the customer was amazed with her professionalism. At the end of the call the customer asked to speak with me and let me know that their interaction made her day. She was very impressed with Rachael’s knowledge of the menu. More importantly she was delighted by her polite, friendly, and upbeat attitude. She made it very clear how valuable Rachael is to the store. As I said earlier, the customer was so impressed that she sent a gift bag back to the store with the delivery driver to show her appreciation.”
Wow, way to go Rachael! Great job making a connection with this customer while providing excellent hospitality. Keep up the great work!
Our next Malnati Rockstar story comes from Lou Malnati’s Naperville!
Naperville MIT Nancy Palabrica and manager Melissa Damato were Santa’s little helpers for a little girl who desperately wanted a stuffed fox from their claw machine.
The little girl’s mom left us a note on Facebook praising their effort:
“This fox. This fox in the ‘claw machine’ at the Naperville location meant the world to my 7 year-old daughter, so much so when she didn’t win it, she was crying because ‘it’s just so cute I can’t stop thinking about it’ She went on to talk about how Santa would find a way to get it to her – cue my instant panic. But when told the story, without even a MOMENT of hesitation, the manager/staff sneakily provided us this fox. As if I needed another reason to love Lou’s or be a customer for life. You have truly made my daughter’s Christmas EXTRA magical and I’m forever grateful. Thank you.”
Sometimes providing excellent hospitality means service with a smile or a few kind words, and sometimes…it means fishing a stuffed fox out of a claw machine! Big shout out to Nancy and Melissa for saving Christmas for this family.
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