Restaurant visits from Taco Bell Corporate aren’t uncommon (we hosted Taco Bell’s new CEO recently). It’s how franchisees like MRCO nurture relationships with our franchisor and work in tandem with the brand. In fact, we relish this interaction!
So when Taco Bell COO Mike Grams visited our Franklin, TN location on Murfreesboro Road to check out restaurant operations and solicit feedback on how French fries are doing in Nashville (currently a test market for evaluating fries as a permanent menu item), Lead General Manager (LGM) Elizabeth Aguilar had no idea the executive’s visit would amount to more than a quick checkup.
THE BACKGROUND
Elizabeth was told around 9:30 p.m. the night before that Mike would stop by in the morning. It left her surprised at the news, but not worried.
“We always keep it clean, so we didn’t really freak out,” she says.
About 12 hours later, Mike pulled into the drive-thru where Elizabeth recognized him immediately. She doesn’t recall everything he ordered, but “French fries for sure,” she recounts.
Mike came inside next, touring the kitchen and walk-in freezers with another Taco Bell Corporate executive.
According to Elizabeth, he noticed the cleanliness right away and quipped something like, “I’ve never seen a mop sink so clean!” Needless to say, Elizabeth‘s team got a stamp of approval on restaurant upkeep.
But that’s not what left a lasting impression on her.
GETTING MÁS OUT OF THE VISIT
This busy Taco Bell exec sat down at the table with Elizabeth and asked for firsthand feedback on fries, other menu ideas, what to do/not do, and areas of improvement, all the while taking copious notes.
“It makes me feel special,” Elizabeth shares. “It makes me feel like I’m doing what I’m supposed to do — right.”
It wasn’t just Mike’s physical presence that left an impression, but also the time he spent showing interest in what she had to say. After all, Elizabeth has been with our company since the early 2000s! And Mike? He got something out of it, too. Our longtime manager gave him the inside scoop: Gen Z loves the Baja Blast and combos WITH fries. And, she suggested toppings for Freezes!
“Getting good feedback,” says MRCO Partner Imaan Ferdowsi. “It’s the right thing for the business.”
THE GRAND FINALE
During Mike’s visit, one piece of decor really caught his eye: an eight-foot long congratulatory banner hanging prominently below the menu with photos of the most recent high school graduates on Elizabeth’s team.
Mike really liked the banner, Elizabeth shares, and said, “Now I know why I’m here.”
Elizabeth is the kind of leader who exudes and spreads MRCO culture, and possesses incredible talent and leadership skills, according to Imaan. After seeing the banner, as the story goes, Mike went out to the car immediately to grab a Live Más recognition cape for this special all-star.
“He couldn’t leave without giving her the recognition she deserved.” -Imaan Ferdowsi, MRCO Partner
Elizabeth, too, is big on recognition and celebration, so it’s ironic she gets a turn at being in the spotlight. But that’s what we do at MRCO!
“[She] gives excellent direction, holds people accountable, gets outstanding results and [is] excellent in recognizing her team,” says Market Coach Jane Robertson.
Congratulations, Elizabeth, for really being seen for your incredible leadership!