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Vending & OCS
Q U A R T E R L Y WI NNE R
Marsha Maez, Premier Service & Alpine Roastery, Englewood, Colo.
OCS customers rave about her dedication to the job.
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 fi rst 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 fi rst quarter OCS driver of the year spot. Maez won the 2012 quarterly award, sponsored
by Kraft Vending & OCS, based on her online nomi- nations 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 fi ve
years, but she brings many years of prior experi- ence. Company owner George Yost couldn't be more proud of Maez's skills. She takes on new custom- ers, excels at dealing with diffi cult 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 defi nition of a professional," he said.
Customers impressed with dedication "If the offi ce 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 fi rst 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 cof-
fee," said Maez. April 2012 VendingMarketWatch.com Automatic Merchandiser 45
