VendingMarketWatch.com |

“To be aggressive (while driving) is not going to pay,” he said. Other drivers at Peninsula Vending Services have picked up Housman's driving habits. All of the drivers now routinely report hazards such as new road construction, the presence of deer near roadways, and adverse weather conditions.

Strong interpersonal skills

Whitehead and Banwart were most impressed by Housman's dedication to customer service. He speaks not only to the decision makers at the accounts, but the end users as well.

When problems arise, he never loses his cool with people. Whitehead and Banwart, who learned most of the trade on the job, appreciated this immensely. Housman explained his philosophy in very simple terms: “You can kill them with kindness and that's all you can do.” If a customer is determined to be upset when all attempts to placate him or her has failed, Housman said he knows he has done his best to please them and it therefore doesn't bother him.

What makes a successful route driver? Housman rattles off three key factors: honesty, discipline, and organization. “Organization is 90 percent of the battle for the route driver,” he said.

Another benefit that Housman brought was the influence he has had on other drivers. “They see how Paul operates,” Banwart said. “They see the concern he has for the customers.” Banwart further noted that unlike some other drivers, Housman did not schedule his stops in order to minimize his visibility in the break room. While drivers naturally want to stay on schedule, Housman seems to want to maximize his exposure to customers.

“He can read people,” Banwart said. “Ultimately, that's all fueled by his desire to keep people happy.”

A satisfied customer

One customer manager who oversees a call center with 1,000 employees testified to Housman's commitment. He said there has never been a vending machine out of stock. “He is very responsive to every need that we have,” the manager said of Housman. “I wouldn't use anybody else. When you're working an 8-hour day, you've got to eat. We all shop here. He really treats me like I'm important, and I appreciate that.”

Whitehead and Banwart often refer prospective customers to Housman's accounts. “We can always refer a potential client to one of Paul's accounts because the management of those companies will happily testify to the service and quality of Paul's work,” Whitehead said.
A successful employer/employee relationship is based on mutual respect. Housman, for his part, appreciates knowing that his employer will give him the support he needs.