Recently at Marco's we had to do a complete redesign of the routes because of the new DOT rules. It was a very difficult and stressful transition on every driver. However, with all of the complaining and frustration from some of our employeesth, not once did I hear something negative from Jack, (other than his standard response when I ask how it's going for him to which he always replies "it's rough out there" with a smile on his face). Jack worked some of the longest hours of any driver and just kept working. For three weeks in a row Jack was not able to make it home Friday morning like he is supposed to because of missing keys for a store on his route. Jack never once complained. He simply reminded me that it was effecting his DOT hours and wanted me to know about it so that he did not miss any deliveries because of a reset issue.
During the transition not only did Jack work hard and long hours, he was incredibly flexible, stayed positive and still provided next level service at every store. While many other drivers were making significant mistakes because they were hurrying through their deliveries Jack was taking extra time where needed to ensure each customer was happy all while doing it safely.
The following Email an example of the feedback I hear from MPD regarding Jack often, what's so great about this example is that it came during one of the accounts most challenging weeks. While other drivers at the account where receiving negative feed back almost daily, this was what the head of customer service had to say about Jack...
I am always reporting issues that arrive day to day so I wanted to take the time to tell everyone about a call I got today. Desiree Holcomb, owner of the Spring Lake, MI store called to let me know she loves her new driver that she has since the DOT changes. She says that Jack always goes out of his way to make sure things are perfect before he leaves. She says he always asks her if there is anything else he can do.
I personally want to thank Jack for his “Unity Wins” attitude and for being a valuable asset to the Marco’s Pizza Distribution team.
Lisa Wasiloff
Customer Service Manager
Marco’s Pizza Distribution
1435B Holland Rd
Maumee, OH 43537
This email would be great feedback anytime but to get it last month was an wonderful statement about this drivers value here!
Jack has always stayed out of driver complaining secessions every night and when there is an issue while he is on his route, he always handles it on his own and sends me a short message letting me know that he has taken care of things.
Jack is one of our reliable drivers. Jack has been around through smooth and rough times and just keeps coming in to do his job and do it well.
Everyone at the account says that if we had a full account of guys like Jack, all of our jobs would be better, the only problem we would have would be that we would not get enough negative feedback from the drivers to help improve the job for them.
Jack could earn driver of the month every month but this month I can not believe there is a driver more deserving!
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