4 Ways You’re Like Family To Us

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.

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8 Keys to Customer Service Success

By Julie Bien

Here at ProVia, our mission is “To serve, by caring for details in ways others won’t.” You can find this pretty easily on our website. We don’t hide it in a tiny font on some page you have to click through ten links to get to, because it’s integral to who we are as a company. We understand that making sure our customers feel heard and valued is key to your success and ours. We’re a team. I’ve worked in Customer Service for a long time and there are some key ideas that are incredibly important to the success of our team. I’d love to share these with you so you can get to know us, and how we operate, a little better.

8 KEYS TO CUSTOMER SERVICE SUCCESS:

1. Every customer is important.

This is the core of who we are. I can’t “care for details in ways others won’t” if I don’t believe this. Whether you’re the most recent customer to sign on with ProVia, or you’ve been with us since the beginning, you’re important, and we value your opinion.

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