
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 Highlights 01:13 The one task Cindy does first every morning, and last every night 02:42 The birthday email Tony sent to 200,000 customers, and what happened next 04:14 The three things customers care about most, from the person who hears it all day 04:56 The customer who orders twelve liters of olive oil every single month 06:22 Why living and working close together changed everything for this family 08:33 What still amazes Cindy about how far the company has come 09:47 Where she wants her kids in five years, and it involves a beach in Greece 11:04 Why she fields far more quality questions now than she did three years ago 12:09 The customer email about a child's allergies that stopped everyone in their tracks 12:44 Why your first sip of real olive oil burns, and why that is a good sign 14:12 The AI tool they switched on before she said turn it off 17:18 Why she answers customer emails late at night, even when told not to 18:00 The new Las Vegas storefront, and when you can stop by 19:54 Cindy's one rule for anyone who wants to start their own business Mentioned Resources Kasandrinos Kitchen cookbook Kasandrinos International storefront in Las Vegas About the Guest Cindy 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. 🔗 Website Important Links Learn more about us: Kasandrinos.com Buy our book: Kasandrinos Kitchen Join our Facebook community: Facebook Follow us: Instagram | TikTok | Pinterest LinkedIn: Tony Kasandrinos | Effi Kasandrinos Booth The Kasandrinos Effect is an original podcast brought to you by Kasandrinos International and editing by Podcast Your Brand.