Dedication to the customer experience is one of Menufy by HungerRush's most important promises to our restaurant partners. Client Support Lead Thomas Walden perfectly exemplifies great customer service. He provides reliable and friendly solutions to every client he works with.
Thomas has been a part of the Menufy team since the summer of 2018, and we have relied on his product knowledge and industry experience ever since.
During interdepartmental meetings and within his own team, Thomas answers questions and provides streamlined resolutions. Because of his impact on customers and his team members, he has been nominated for this month's associate spotlight.
We spoke with Thomas and learned about his passion for customer support and what he enjoys about his current role.
Meet Thomas!
Where did your professional journey begin?
My first job was "accidental sous chef." After that, it was a combination of retail customer service and being self-employed. I ran a service doing door-to-door electronics repair for seniors in a small town and taught computer/tech literacy classes at their library.
How do your past experiences help you with your position at Menufy?
It's a history that is long and varied, so I feel it helps me to be prepared for what comes. I strive to accurately understand people, and I draw on my history of experiences to figure out where someone is at when I am in the position of assisting them. Sometimes it's important to know when a restaurant client isn't actually able or willing to resolve an issue; sometimes, it's important to observe their history of interaction and determine whether they can be worked with. Since I've had all these experiences—both as a subordinate and in leadership positions—I've gotten to see interactions play out in a lot of contexts.
Why is Menufy the best choice for restaurant operators looking to include online ordering?
It just makes better financial sense most of the time. That's been my observation. But the biggest advantage that I see, which perhaps clients won't take seriously until they experience it, is that we are staffed with people who genuinely wish to make this platform the most effective it can be. I know that, regardless of what the platform is currently capable of, the people managing it will be working to make it better, all the time. Putting myself in the shoes of a restaurant owner, I'd want that quality more than any particular online ordering feature. Knowing that the people behind a product care about what they're doing is just more valuable, and I know that's true about Menufy.
What is your favorite restaurant (bonus points for saying Menufy client)?
I don't get to go to it anymore, but Nine Dragon in Baton Rouge, Louisiana, is my favorite restaurant. It was situated right in the middle of me and my friends, so that was where we went all the time to hang out and be together. I don't think anywhere else is gonna take that place. However, CM Chicken is my favorite here in the Kansas City area.
Which department would you be curious to work in for a day?
This might sound odd, but I'd choose Audit, or I'd just be Tony the Menufy office manager (and much more!). I like to investigate complicated problems and figure out the meaning of things. It's what I focused on in college/in some master's courses too. But I'd enjoy being able to jump in, mostly undisturbed, and figure out the details of weird things.
What excites you about the future of Menufy?
Well, we already successfully shot for the moon, so now it's just seeing what happens, right? What excites me about Menufy's future is seeing that, as it grows, the people involved are growing with it, myself included. What most encourages me is that the company prioritizes making sure our own people are taken care of as we go along.
What do you love about Kansas City?
That it isn't Arkansas, mostly. So a lot of what makes this place special for me lives in the people I spend my time with. Menufy is here, and I'm very happy to be a part of it, so that's a big one, I suppose. But it is mostly that this is an actual city and I don't have to drive 45 minutes to buy a video game anymore (unless it's 5 pm).
Here's what Thomas' coworkers have to say about his impact on the organization.
"Working with Thomas has been a real treat! He’s incredibly knowledgeable and insightful. When it comes to solving a problem, he is not afraid to dive right into it. He’s incredibly helpful and always remains authentic to himself. Thomas is an integral part of Menufy and is truly appreciated from department to department." -Nikki Finley, Digital Marketing Specialist
"Thomas is a philosopher not only in mindset and scholastic concentration but also in his ability to convey technical wizardry to the average human in his own tailored, remarkably patient manner. Thomas' ability to dissect issues down to their root cause and deliver world-class customer service is one of the many reasons why he is so valued here in Menufy by HungerRush's support department." -Norvel Crawford, Inbound Support Manager
"I do always feel like he's super pleasant as a coworker. He's great at his job and shares helpful tips that benefit the entire team and customer experience. I don't ever worry about whether equipment shipments will reach restaurant clients on time with Thomas at the helm." -Ashishh Desai, Sales Director
Thank you, Thomas!
Menufy recognizes that Thomas serves as a strong example of how to provide exceptional client support. His expertise and contributions elevate his fellow team members and our customers.
We value his many contributions to improving the Menufy product for our restaurant clients. His motivated work ensures a smooth implementation process for our online ordering services.
Stay tuned as we continue to feature many more Menufy employees throughout the year!
ABOUT THE AUTHOR
Melissa Dimmitt, Marketing Communications Coordinator
Melissa is the Marketing Communications Coordinator for Menufy by HungerRush. She began working with restaurant managers and executive chefs over a decade ago, coordinating seasonal menu releases, executing photoshoots, and creating fresh digital content.