For Every retail business, customer service is paramount. Some employees achieve a good level of service, and some excel. Marsha Maez, an OCS driver at Premier Service and Alpine Roastery in Englewood, Colo., is the latter. For the first time in the Automatic Merchandiser route driver contest, three customers nominated a driver. This boosted Marsha Maez into the top ring, winning her the 2012 first quarter OCS driver of the year spot.
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, customer compliments, truck condition, and sales.
Maez has worked for Alpine Roastery for five years, but she brings many years of prior experience. Company owner George Yost couldn’t be more proud of Maez’s skills. She takes on new customers, excels at dealing with difficult ones, and can increase sales without losing 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.
Customers impressed with dedication
“If the office is out of coffee,” said Delores Bolt, a receptionist for one customer, “or anything, and even if it isn’t her regular delivery day, she will bring it out first thing. (She) always has a smile on her face.”
Tracy Palumbo, executive assistant at another customer location, said: “Marsha is always friendly, courteous and whenever we need an extra delivery, she is here within a few hours.”
Dee Haugen, another customer, appreciates her personalized service. “She makes sure she knows our employees’ 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.”
New job, old career
Maez 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 startup. Yost was thrilled to have a veteran driver. “We consider her a big reason for our growth, because it is a rare day when one of her customers cancels service,” Yost said.
“I like what I’m doing,” said Maez. “These are my customers. It’s my job to make sure they get what they need.”
Kyle Yost, Denver market salesman and son of the owner, values Maez’s ability to solve equipment and product problems. “Hands down she’s our best route driver,” he said.
“In the end, people just want a good cup of coffee,” said Maez.