If you’re a ProVia dealer, who do you see on a regular basis, more than anyone else in our company? Your delivery driver! In my role as Director of Distribution, I hear so many stories that tell me a lot about the relationships these drivers have with our customers. The bonds they’ve created become more like family, that’s how tight-knit they are. So I thought you might enjoy a few anecdotes that show what it’s like to be part of the ProVia family.
1. Down (But Not Out) in New York
One week our New York driver was headed out to Long Island when his truck broke down. Now the normal thing to do would’ve been to wait inside the dealership until the repairs were completed. But this driver wouldn’t take waiting as an answer. He took it upon himself to go out and rent a U-Haul truck, he brought it to the dealership, and then unloaded all the ProVia products from the truck into the rental vehicle so he could make his deliveries on time. Keep in mind, these are windows and doors we’re talking about, so they’re big and heavy for one man to lug around! When the loading was complete he promptly hit the road and delivered our products. That’s taking care of the customer.
2. Calling With Concern
Every once in a while we have a situation where a driver needs to take an extended leave, sometimes for personal, or medical reasons. When customers hear about this, immediately they start calling in. They want to see how he’s doing, check in for updates, and they can’t wait for him to come back to their route. In my entire career I’ve never seen anything like it, the amount of customers who call in with concern for the well being of their drivers. That’s a relationship that’s just like family.
3. Delivering a Taste of Home
As most of you know, ProVia is headquartered in the heart of Amish country in Ohio, and one of the things this area is famous for is the amazing homemade cooking. Driver Arlen Troyer, who handles our Richmond route, has a customer who’s discovered Amish fry pies. Sometimes they casually mention, “gee, it sure would be nice to get some of those famous pies someday.” Well someday came, and Arlen picked up a box of fry pies from the local Walnut Creek Cheese shop, where they bake them onsite – apple, peach, chocolate, you name it. So Arlen delivered doors, windows and fry pies that day, to the customer’s delight. That’s caring for details.
4. The Personal Connection
I’ll never forget the day when I sat down to talk with one of our drivers who’d spent many years on the road but now works here in our distribution office. We were talking about the relationships our drivers have with customers, and he spontaneously told me a personal story. He said during his last week making deliveries, he was astonished by how hard it was for him. There were several times he became emotional when he realized this was the last time he’d be able to visit with his customers. That’s personal dedication that runs deep.
So you see, when we say “we serve by caring for details in ways others won’t,” it’s not just another company slogan. We mean it, with all our heart.
P.S. For our dealers out there, if you want to give a shout-out for your favorite ProVia driver, here’s your chance! Feel free to enter your comments below.