Thank you to our WM Driver, Rich Braley, who makes a positive and lasting first impression with our customers!
Foxboro, Massachusetts - Sometimes being the new guy can be a challenge, since there’s a lot riding on a first impression. That was the case with Rich Braley, a residential driver out of Foxboro, MA.
Rich was starting a new route Waste Management had begun servicing following an acquisition. Customers like these can sometimes be the hardest to impress, since very often they’ve had the same waste provider for years – sometimes even decades – before undergoing a change. While Waste Management works hard to make these transitions smooth, it’s always helpful when a driver makes the change an especially positive experience. Rich is a good example of this.
During his route, he drove by a woman, Jeanne, who’d slipped on the curb and fallen on the sidewalk. Stopping the truck, he ran out to see if she was okay. Luckily, Jeanne was not hurt. Rich helped here to her feet, shook her hand and said, “I’m Rich, your new trash guy.” The whole interaction only took a few minutes, but it made a very strong impression on the customer. After the incident, Jeanne wrote a letter to the Foxboro Reporter, a local paper, to publicly thank Rich for his assistance.
Later that week, her letter was published, allowing customers from all over the service area to read about the first impression Jeanne received. To end her letter, Jeanne wrote, “So, Rich, thank you very much for your concern and your courtesy. Glad to have you in Foxboro.”
CARD OF THANKS: 'New trash guy' helps resident who slipped, fell
At that moment, the trash truck on the opposite side of the street came to a halt. The driver jumped out, crossed the street, and asked if I was okay.
I checked for blood, saw none, and told him I was fine.
"Are you sure, M'am?" he asked.
He shook my hand and said, "I'm Rich, your new trash guy."
So, Rich, thank you very much for your concern and your courtesy. Glad to have you in Foxboro!
Jeanne M. Bonneau