Customer Service Rules at Runza

On my way home from an errand, I stopped into the Runza Restaurant in Lawrence KS to get a cheeseburger. The very amiable young man behind the counter was explaining to the couple in front of me what a Runza was. I wasn’t sure either, so I listened closely.

 

“A Runza is very much like a bierock,” he explained. “Have you ever had a bierock?” I nodded yes, although he wasn’t actually talking to me. I had married into a Volga German family, so bierocks were a main staple at the in-laws house on holidays. The young man went on to explain that a Runza was a sandwich that consists of homemade dough stuffed with ground beef, cabbage, onions, and spices. It is the specialty of this chain of restaurants located in the midwestern states of Nebraska, Kansas, Colorado, and Iowa.

 

People who grew up eating Runzas have them shipped all over the country. They are considered to be a staple food for football parties. You can find glowing reports on the Internet from people who can’t wait to get back to the area and find the closest Runza restaurant. The couple ahead of me ordered some, and after some consideration, I changed my order from a cheeseburger to a cheese Runza.

 

So made this customer service special? First, the man taking our orders was engaging. He was willing to explain a product that his customers were not familiar with. He encouraged us to try it, and in my case, I ended up ordering a higher priced item based on his explanation. He made us feel as though we were special customers, not just people to be gotten through the line as quickly as possible. The order was quickly delivered to the cook and before I knew it, I was out the door with my Runza and fries in hand.

 

The taste was similar to what I experienced eating my mother in law’s bierocks. My personal favorite is still a great cheeseburger, but for a change of pace I will probably try some of the other varieties of Runza’s, such as the Swiss Cheese Mushroom Runza Sandwich. But what is more likely to keep me coming back again and again is the friendly and helpful atmosphere I experience from the staff at Runza’s

 

”If you don’t genuinely like your customers, chances are they won’t buy..”
- Tom Watson

Sources:

The Runza Restaurant Home Page

Wikipedia