Foodservice Equipment & Supplies

JUN 2019

Foodservice Equipment & Supplies magazines is an industry resource connecting foodservice operators, equipment and supplies manufacturers and dealers, and facility design consultants.

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20 FOODSERVICE EQUIPMENT & SUPPLIES JUNE 2019 A PRO YOU SHOULD KNOW Katie Green Customer Service Manager Refrigerated Specialist Inc. Mesquite, Texas Communicate in the right way with your customers and it goes a long way in the relationships you build for your business. Service Sector Evolves | By Amelia Levin | Katie Green recalls laughing as a teenager ling invoices at Refrigerated Specialist Inc. (RSI) when her father suggested that once she started at the company, she'd likely never leave. His words proved true. She fell in love with the company and the foodservice indus- try and now has 18 years under her belt at RSI. She also serves as co-chair for the Young Executive Council of the Commercial Food Equipment Service Association (CFESA). RSI will break ground on its new world headquarters this year, which will bring RSI sister companies Cooking Equipment Specialists and Sani-Servant under the same roof. Q: How did you end up at RSI? A: My father was a technician at RSI, so, really, I have spent my whole life with the company in one capacity or another. As a child, I remember going to jobsites with him and watching him work, climbing on rooftops and giv- ing him tools out of his tool bag. Today, you wouldn't see that, but it was exciting at the time. I began ling invoices at age 16 after school and have kind of just grown from that. I literally started at the bottom and paid my dues through various positions to land where I am today. Q: What does your day-to-day look like? A: My day-to-day is not cookie cutter. Typically it involves nding solutions to problems we are encountering. I deal with processes and procedures, as well as oversee the in-house side of the service department. It could be from customers, technicians or our accounting or parts department. It involves a lot of working with our leadership team to streamline and work on solutions for specic situations or maybe a reoccurring problem. I also do most of the marketing for RSI and sister companies Cooking Equipment Specialists (CES) and Sani-Servant (SSD). I enjoy dabbling in marketing, even though it isn't my primary job. Basically, I try to focus on the bigger picture and gure out how we can make things run smoother for us and for our customers. Q: What kind of operators do you service and where do they need the most help? A: We work with chain restaurants, hospi- tals, schools, corporate clients, arenas and some individual mom and pops; basically any commercial kitchen, and being in the Dallas/Fort Worth area, there are plenty to go around. There really hasn't been a change in what they need — basically they need their equipment up and running as soon as possible or their install complete without complications — and in a perfect world we could do that 100 percent of the time. Communication is key. That isn't anything mind-blowing or specic to this business, that is a fact of life. Communicate in the right way with your customers and it goes a long way in the relationships you build for your business. The more educa- tion, tips and training we can give, the bet- ter. That's one thing that can set a service agency apart from their competitors and something that's becoming more and more important to our customers. Q: How has your role as a service agent changed?

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