Opting for more frequent service
An increased level of customization
and service is part of the reason why
Pro-Vend doesn't utilize pre-kitting.
"We service accounts more frequently
than we probably have to," admitted
Keener, "but it's our choice – what
we decide to do. The driver always
changes it up with more variety. It
gives it a more personal touch. It's
all part of how Pro-Vend strives to
assure customers that the company
and employees are designing a vend-
ing and coffee program just for their
location," said Keener.
Triplett agreed, saying "Service
is more important than decreasing
the number of times you visit a loca-
tion." Pro-Vend also has such high
route density, that Triplett doesn't
believe he could decrease more than
a single route with pre-kitting and
that would affect his level of service.
It isn't something he is likely to do in
the near future as Pro-Vend's repu-
tation for service has been part of
its legacy.
"We have a lot of the same
accounts as we did when we started
in 1988," explained Keener. She
freely admits the company isn't
the largest in the area or the frst
to adopt the newest technology, but
customers can count on Pro-Vend
service because each employee is
committed to keeping their word.
"We try our best to keep our prom-
ises and if we mess up, we admit it
and try to fx it."
Another employee who excels at
providing excellent customer ser-
vice is Bill Lester, an additional
sales manager who also started
at Wonder Bread. He was a senior
manager of Scott Paper for almost
20 years and later owned his own
brokerage frm. "He is an important
liaison with our customers, helps to
grow our business and is a people
person, which is very important,"
said Keener.
''
You have to have the item priced
right, and you need to know your
retail space.
"
Jerry Triplett, president, Pro-Vend
April 2016 VendingMarketWatch.com Automatic Merchandiser 49
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