For every retail business, customer service is paramount. Some employees achieve a good level of service, and some excel. Marsha Maez, OCS driver at Premier Service & Alpine Roastery in Englewood, Colo., is the latter. For the first time in OCS driver of the year history, three independent customers nominated a driver for the contest. This boosted Marsha Maez into the top ring, winning her the first 2012 OCS driver quarterly winner spot.
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She's worked for Premier Service & Alpine Roastery for 5 years said Kyle Yost, Denver market sales, and son of company owner George Yost. "She'll take care of any problem, whether its product or equipment," he said. "She's a problem solver through and through." When customers want something different than the normal supplies, Maez orders it and starts carrying it on her truck just for those one or two customers. "Hands down she's our best route driver," said Yost.
Her customers are unanimously impressed with her dedication.
"If the office is out of coffee, or anything, and even if it isn't her regular delivery day, she will bring it out first thing," said Delores Bolt, receptionist for Caraustar. "Always has a smile on her face."
Tracy Palumbo, executive assistant at RK Mechanical, Inc. said: "Marsha is always friendly, courteous and whenever we would need an extra delivery, she is here within a few hours."
Remembers customer preference
"There have been times that she has been across down on a different route, and still managed to get to us when we needed anything. Even something as simple as sugar, Said Dee Haugen, buyer at Karcher North America. "She makes sure she knows our employee's preferences. She remembers if we try a different brand and we didn't like it. She knows what we like from station to station in our facility."
Maez herself is happy with her job. She started as an OCS driver in 1988. She worked through having kids and through multiple company acquisitions. Finally, after a few years off as a stay at home mom, she came back to the business to drive for Alpine Roastery, then, a new OCS start-up. George Yost, owner was thrilled to have a veteran driver who he knew could take good care of customers. "She has increased sales on her route," said Yost senior. "We consider her a big reason for our growth (from $30,000 in 2007 to more than $180,000 in 2011), because it is a rare day when one of her customers cancels service," he said. Maez has the company's lowest attrition rate.
George Yost couldn't be more proud of Maez's service. She takes on new customers, excels at dealing with difficult ones and can increase sales without evern loosing perspective of customer needs. She loads her own truck and is self motivated to make return trips for product if needed. "She is the definition of a professional," he said.
Pride in the job
"I like what I'm doing," said Maez. "These are my customers. It's my job to make sure they get what they need."
While premium brand name coffee has become more prevalent among consumers, Maez doesn't think much has changed in her 24 years as a driver. "In the end people just want a good cup of coffee" said Maez.
Maez won the 2012 quarterly award, sponsored by Kraft Vending & OCS, based on her online nominations and numerical scores tallied from years of service, miles traveled, accidents/citations, thoroughness, customer compliments, truck condition, and sales.
