Ep 7 - Cindy LaRocca - Small Family Biz w/ Mom

Would you rather get a chatbot or the woman who answers every email herself?Behind every Kasandrinos order is one person, and she is not a bot. In this episode, Tony and Effi hand the mic to their mom, Cindy, the voice on the other end of every customer email, call, and review. She built the customer service side of the family business from scratch when the warehouse opened.They get into the day that starts and ends with email, the birthday message Tony sent to 200,000 customers, and the flood of replies she is still answering by hand, why she told them to shut off the AI tool after a single day, and what customers really want to know before they trust an olive oil. She also shares the new Las Vegas storefront and her one rule for anyone starting a business.If you have ever wondered whether a real human is on the other end when you buy something you care about, this is your answer. Listen now.Timestamped Highlights01:13 The one task Cindy does first every morning, and last every night02:42 The birthday email Tony sent to 200,000 customers, and what happened next04:14 The three things customers care about most, from the person who hears it all day04:56 The customer who orders twelve liters of olive oil every single month06:22 Why living and working close together changed everything for this family08:33 What still amazes Cindy about how far the company has come09:47 Where she wants her kids in five years, and it involves a beach in Greece11:04 Why she fields far more quality questions now than she did three years ago12:09 The customer email about a child's allergies that stopped everyone in their tracks12:44 Why your first sip of real olive oil burns, and why that is a good sign14:12 The AI tool they switched on before she said turn it off17:18 Why she answers customer emails late at night, even when told not to18:00 The new Las Vegas storefront, and when you can stop by19:54 Cindy's one rule for anyone who wants to start their own businessMentioned ResourcesKasandrinos Kitchen cookbookKasandrinos International storefront in Las VegasAbout the GuestCindy LaRocca is Tony and Effi's mother and the customer service behind Kasandrinos International. She has run the company's customer service for about three years, since the warehouse opened, answering every email, call, and review herself, often seven days a week.🔗 WebsiteImportant LinksLearn more about us: Kasandrinos.comBuy our book: Kasandrinos KitchenJoin our Facebook community: FacebookFollow us: Instagram | TikTok | PinterestLinkedIn: Tony Kasandrinos | Effi Kasandrinos BoothThe Kasandrinos Effect is an original podcast brought to you by Kasandrinos International and editing by Podcast Your Brand.