Raising the (taco) bar on customer service
Matt Hite serves up a lot more than tacos and burritos at the downtown fast-food restaurant where he works. He also dishes out a friendly manner, a keep-it-moving efficiency, and a care for customers that sets a new standard.
I rushed into the restaurant one day, eager to escape the rain and grab a quick lunch. It was my third visit in two months. Matt prepped my food each time, and though I didn’t know his name then and hadn’t talked much with him, I enjoyed his easy rap and sunny-side-up demeanor.
While I was eating, the rain stopped. And when I hurried from the restaurant to my next stop on a busy schedule, I left behind my umbrella.
I didn’t realize it and didn’t think about the umbrella for three weeks — not until the moment I returned to the restaurant for another lunch.
There was Matt, standing at his station behind the counter, holding aloft — surprise! — my umbrella. He had been keeping it for me, waiting for me to return at some point, somehow remembering a total stranger and his lost possession three weeks and thousands of customers later.
“Here you go,” he said without fanfare. “What’ll you have today?”
It seemed like no big deal to Matt, but it was to me. I left with a huge takeout order of inspiration.
Matt reminds us that no matter where we work, what we do, or how quickly our customers pass through, there’s always a chance to slow down and do something exceptional for people. Thanks, Matt!
If you live in Columbus, Ohio, you can meet Matt Hite and get great food at Cinco, on the southwest corner of Broad and High.
The other Cinco Matt – the owner – is a pretty cool guy as well. The food is great too – especially the desserts, home baked by his girlfriend Amy and his mom Shelley! I love the fruity pebble treats (by Amy) and the salty oatmeal cookies (made by Shelley using a recipe passed down by Matt’s grandma). Great story Tom. And great article!
Yes! I can confirm that both Matts are cool, the food is great, and the desserts are just what a sweet tooth ordered. I spoke with Matt Radcliffe when preparing the article, and he was super friendly. It’s impressive that he owns a downtown restaurant at the young age of 30. (Note to all my Columbus friends: This place is perfect for lunch, so head to the SW corner of Broad and High whenever you’re downtown during midday. Tell the Matts that Tom sent you.)
Hey Tom,
I witnessed the lechon carving at a Filipino party. my nephew Matt saved the day. The pig was delivered cooked, but no one knew how to carve except Matt. This guy is a walking party!
Uncle Jim
In a time where “customer service” means getting you out the door as fast as possible, it’s good to know there are still people like Matt.
On another note, you should see Matt’s knife skills when carving Lechon…
In case I’m not the only one who’s wondering … I looked it up and here’s how Wikipedia describes Lechon:
“Lechón is a pork dish in several regions of the world, most specifically Spain and its former colonial possessions throughout the world…. The dish features a whole roasted pig cooked over charcoal…. In most regions, lechón is prepared throughout the year for any special occasion, during festivals, and the holidays.”
Matt, when can we come over for the feast???
just what a mom loves to hear! thanks for the comments about my favorite chef-son!
Mrs. Hite, I’m so glad you saw the article about your son — and thank you for posting a note. Matt is what we need more of in this world: People who bring out their inner goodness not once in a while but all the while. Your pride as his mom is so well deserved!