MAKING IT RIGHT
The name badge reads “Scott Muhlestein Store Director,” but who is this smiling fellow running the show at Smith’s Food and Drug Payson?
Hometown guy. Grew up in Payson. Football, basketball, and track at Payson High. LDS mission to Charlotte, North Carolina. Married, three girls and a boy, ages from 22 to 14. Cancer survivor. Started with Smith’s as a junior in high school. Worked his way up from the ground floor, literally. Used to get up at 4 a.m. to clean the floors in the store before school. He’s now been with Smith’s 29 years and admits “the most fun is working with the people.”
There’s a good chance you’ve been in the Payson Smith’s Food and Drug. If not, you’ve probably been in one of Smith’s’ 130+ stores that dot the intermountain west and southwest regions. Smith’s is a low price leader that prides itself on great customer service. And truly, that customer service doesn’t get much better than at the Payson store, as they rank in the top 2% system wide, per customer surveys.
Muhlestein explains how he has been able to encourage his team to provide such a high level of customer service. “Set your priorities and what you want and coach them along to follow.” Quarterly reports provide data that help target which department the store will work on, all based on what the customer wants. “Right now our focused department is our Bakery department. We want to work on Friendly and Fresh,” Scott said.
Muhlestein is most proud of his employees. “There are 14,000 customers who come through a week and there is no way I can take care of all of them myself.” ”Every one of our employees is empowered to ‘make it right’ with the customer.”
“Making it right” extends beyond the confines of the store as Smith’s Payson is very active in community events. The store has a Cultural Council comprised of store associates who make decisions on which events to support. During the past few months one of the activities that Smith’s has joined with the local community in supporting is Tuff For Tiff (facebook.com/tufffortiff). Tiffiney Dickerson of Payson, and daughter of one of Scott’s team members, is battling cancer and many in the local community have chipped in to help with her medical expenses. Contributions to Tuff For Tiff can be made at Mountain America Credit Union in Payson.
When asked what he’d like Serve Daily readers to know about his team, Scott replied: “We’re here to take care of their needs and we want to provide them a shopping experience that makes them want to return. We want to make sure we have the products they want when they come in our store. We want to make sure they know our people are great and that they can leave with a smile.”
The Smith’s Food and Drug in Payson is located at 632 South, 100 West, and is open every day from 6 a.m. to midnight. 801-465-9213.
Scott Muhlestein, Store Director at the Smith’s Food and Drug in Payson.