Q&A with RDP’s Customer Experience Manager
Get to know the experts behind your Columbus area restaurant supplier
From our president to our corporate chef, RDP foodservice doesn’t just offer customer service. We offer an experience. We go above and beyond for every client to offer a personalized interaction, start to finish.
Heather Stevens is at the helm as the Customer Experience Manager, and spoke with us about what makes RDP foodservice more than your average Columbus area restaurant supplier.
Q: How is customer service different at a family-owned company like RDP foodservice?
A: Well, we don’t have a traditional call center environment. We’re more one-on-one with our customers. When the customer calls in, it’s more “Hey how’s it going?” rather than “Hello can I have your account number?” It’s way more personal. Customers literally call and ask for us by name.
It also helps that our President, Mark Mizer, is actually here in the office. He’s always talking with us and knows what’s happening in our day-to-day lives.
Q: What does ‘customer service’ mean to you?
A: I’ve been in the customer service industry for a long time, and my goal is to give our customers more of an experience when they talk to us. We enjoy talking to them, and we want them to feel like they’re talking to a friend. It’s how you earn their trust.
Q: What helps RDP stand out among the bigger food distributors?
A: We offer a much more personalized experience, and we are always willing to go beyond the call to satisfy our customers’ needs. For instance, at the upcoming Circleville Pumpkin Show, we aren’t just going to deliver the food and drive away. We’ll be bringing the participants entire trailers filled with all of their food, servicing them during the day, and picking them back up at the end of the show. Who else does that?
Q: Why is RDP a great fit for independent restaurant owners?
A: Because we’re family-owned, and we understand the small, family-owned dynamic. I think there’s more individual attention that we can offer to independent restaurant owners, from our sales people down to our customer service team. We even have a corporate chef that can help them with their menus. It’s more than food—it’s the whole package.
Q: What is your favorite part about working at RDP?
A: I like the fact that your opinion matters. If you have an idea or a suggestion, upper management has an open-door policy. They listen to what you say and they’re willing to discuss your ideas instead of just saying ‘no.’ One of the greatest things I’ve been able to do here is make my own policies and rules. I think that’s where the family aspect really comes in—they treat you like family.