Since 2024, we have been asking restorers to name their favorite customer service rockstar. Our Customer Service Elite award is designed to recognize the vendors who support restorers every single day, and celebrate the ones who rise above the rest for their service and dedication to their customers. Nominees come from a plethora of vendor types including software platforms, tool and equipment manufacturers, suppliers, service providers, and more.
This year, we were thrilled to receive dozens of nominations, and our top four finalists brought in a record number of votes! In the end, Aramsco’s Mary Dubas rose to the top. We are honored to celebrate her commitment to excellence!
1. You were voted the best of the best in customer service by restoration contractors themselves: What do you think separates great customer service from average customer service in our industry?
The most crucial factor is the genuine care and attention you show to your clients. When you care, your service naturally stands out. You recognize that by choosing you over a dozen other options, they value your expertise. When you care, you make the effort behind the scenes. You educate yourself about the products and services you offer, ensuring you’re prepared to provide solutions. You build strong partnerships with your own vendor partners. While we may not have all the answers, by strengthening industry relationships and leveraging these resources, we can equip ourselves with the tools to address any client’s needs. I consider this a critical preparedness function that is essential for delivering exceptional service.
TEAMWORK. My local team here in Omaha is so wonderful. They know how critical customer care is. It’s a mindset we’ve built and strengthened together. They make me better. We take so much pride in the work we do for the people we do it for.
2. Many people view sales and customer service as separate functions: how do you see the relationship between the two?
My primary objective is to provide exceptional service, and I prioritize it above everything else. If customers only need to purchase product they don’t need me! Access to goods and information has never been easier. So, why do they continue calling? Because they want an exemplary customer experience, the personal touch, and the assurance of having an advocate. They want me to simplify their tasks, find solutions, and they know that to me, the RELATIONSHIP MATTERS.
In my role, these are not separate functions. It is service first. Personally, nothing is more important to me than making my customers feel like I provided exceptional service, genuine care, and that they know they are valued. When you do that, the rest naturally follows.
3. In restoration, speed matters: how do you balance responsiveness with making sure customers receive the right solution instead of simply the fastest answer?
GREAT question!
I live in urgency.
I’m naturally inclined to assume that if they are calling me for it today, they actually needed it yesterday.
I feel a lot of folks lack a sense of urgency. That’s not gonna work here! But to that point, you can’t get so caught up in giving the customer the answer you think they want at the cost of it not being accurate.
I don’t mind telling them, “I don’t know, but I’ll find out!” People are generally okay with this response as long as I find them a solution. In such cases, resolving the issue becomes the top priority. I don’t care about appearing knowledgeable about every question. It’s more important to me to provide accurate information that may require a follow-up call than to give them something that might be true in the moment.
Because so much of our work depends on factors beyond our control, speed and responsiveness are significantly influenced by our proactive approach. Do we have enough inventory? Have we set up our local branch effectively? Are we communicating with our buyers? Do we know who our resources are? What are our backup plans?
For instance, living in the Midwest, it’s not uncommon for more than one of my areas to be flooding at the same time. My clients span 4+ hours in every direction so, how do I effectively service them when they all need me at the same time?
This is why you BUILD YOUR NETWORK AND UTILIZE YOUR RESOURCES! It’s a form of triaging that I haven’t mastered, but I’ve certainly learned some valuable strategies over the past 17 years.
4. What is one customer interaction or situation that has stayed with you throughout your career and helped shape your approach to service?
There are a few that stand out, but one in particular that has had a profound positive impact on both my personal and professional life.
When I was new to the job, I worked as the front counter girl. A customer came in who I hadn’t met before, and there was an issue with his account. Since I had never encountered this situation before and knew it could be a delicate conversation, I was unsure of how to respond. The customer became impatient and agitated because I hadn’t found a way to communicate that there was an issue. As I sought guidance from a coworker, the customer snapped at me, said something rude, and I instantly became enraged. However, instead of reacting with anger, I ended up crying. I ran to the back and wouldn’t come out until he left. I was overwhelmed with anger, hurt feelings, and job insecurity. I knew I would have to see this customer again, so I had two options: stay angry and begrudgingly help him when he came into the store, doing the bare minimum, or give him another chance. Maybe he was having a bad day. Maybe I could give him the benefit of the doubt, which would have been very off-brand for me as a 21-year-old. But that’s what I decided to do.
The next time he came in, I smiled, greeted him warmly, and did my job—I helped him. Fast forward 17 years, and that man, now retired, has become family to me. He loves me like a daughter, loves my kids, and we are deeply invested in each other’s lives. I would have missed out on so many years of love, joy, and the most special friendship if I hadn’t given him another chance. He truly taught me that first impressions aren’t always everything. Sometimes, you just need to give someone a second chance. I have carried that lesson with me throughout my career, and it has been a true blessing.
5. Contractors today have more vendor choices than ever before: what do you believe creates long-term loyalty beyond price?
I believe long-term loyalty is cultivated through the care we show to our customers. We should prioritize their financial concerns and problems over our own, genuinely fulfilling our role with a servant’s heart.
I take these relationships very personally.
When they think of me I want them to think “I trust her. She has my best interest. She’ll figure it out.” This confidence is the greatest compliment I could receive.
Know your products and services. If you don’t know, say you don’t. Then learn it. You’ll be ready for the next one.
Use your resources. Build and strengthen relationships with your own vendors. Lean on them. I am fortunate to have some of the best vendors and their expertise is really an amazing resource that everyone can benefit from.
Long-term relationships are built on sincere care for one another. We form meaningful connections that matter. We hear about their children, families, business successes and challenges, struggles, and triumphs. These aspects matter, and our relationships have to be much greater and deeper than simply transactional.
Care about your work and the people you serve. Do it with authenticity. You can’t fake it.
6. When a customer is frustrated or a mistake has been made: what are your personal principles for turning that situation into a positive experience?
Listening.
Empathy.
Accountability.
Validation.
Solutions.
We’ve all experienced both sides of this scenario. Even when a customer is upset, maintaining an empathetic mindset is essential. They’re stressed, and we should help them find a solution.
7. The best sales professionals often spend more time listening than talking: what questions do you ask customers to truly understand their needs?
I prefer asking about their pain points. I want to know what they’re mad about.
By identifying their struggles, I can proactively seek out and offer solutions to issues they may be facing. These recommendations can range from recommending specific products, troubleshooting equipment issues, providing training on specialized services, or offering information and resources.
When working with new businesses, I have an open and transparent conversation with them about their expectations of me as a supplier. Not all businesses have the same needs or desires. Identifying what is most important to them is the key ingredient in tailoring a customized service approach.
8. How has customer service changed over the past five years, and what skills will be most important for vendor representatives moving forward?
This is an excellent question. There is no need to overcomplicate it. It’s back to basics. Nothing fancy. Just care about what you’re doing and who you’re doing it for.
There has most definitely been a shift. When I visit a retail store or a coffee shop, I can’t help but feel a decline in genuine customer service. While it may be frustrating as a consumer, it motivates me as a service provider to not contribute to this problem and provide better service than what customers typically receive nowadays.
I enjoy reading. A couple years ago I came across a book called “Unreasonable Hospitality” by Will Guidara. This book has been a significant inspiration for me and has truly enhanced my desire to provide exceptional service. Will comes from the food service industry, but I’ve found a multitude of ways these principles can be applied to my work. It’s a GREAT read that emphasizes giving customers more than they expect. I strongly suggest adding it to your reading list.
9. What advice would you give to someone entering a customer-facing sales role in the restoration industry who wants to build a reputation for exceptional service?
Simply put, just care. When you care, you’ll listen attentively, be responsive, proactive, and solutions-oriented. Continuously educate yourself and strive to improve not only for your customers but also for you! The empowerment you gain from these efforts will pay dividends in the long run.
Advocate for your customers. Be honest and upfront. If you don’t know something the customer asks about, take the time to learn it.
Maintain integrity and accountability. Never engage in negative talk about competitors, especially in front of customers. It doesn’t make them look bad; it makes you look bad.
Learn about your products and vendors. Use them.
Do what you say you are going to do.
Many people will be involved in delivering your customer’s needs, from buyers to manufacturers, freight companies to warehouse staff. Treat them well.
A strong handshake is important. Make sure you’ve got one. Trust me on this.
10. Looking ahead, what opportunities do you see for vendors and contractors to strengthen their partnerships and better serve restoration customers together?
There are many opportunities for vendors and contractors to strengthen their partnerships.
My experience shows that many contractors underutilize their vendor reps.
Our capabilities extend beyond facilitating product orders. I hope contractors will leverage the fantastic resource they have in reps to strengthen their own organizations. I take a consultative approach and love to train teams. I often bring in my own vendors to assist with specific product training. We want contractors to feel empowered, and reps can help by providing more than what contractors expect.
We can all improve, and when we all improve, the industry grows stronger.
Be empathetic. I cannot stress this enough.
11. What does winning the Customer Service Elite Award mean to you personally, and who has influenced your approach to serving customers throughout your career?
This recognition is very meaningful to me. The support I’ve received from clients and colleagues throughout this process has been incredibly humbling.
This career path wasn’t originally the plan. It was meant to be temporary, but I fell in love with the people I was serving.
The customers have been my greatest influence in my approach to service. Aiming to be what they deserve has been my biggest motivation.
My Husband & Kids. I want them to be proud of my work ethic and more importantly of how I treat others. They root me on, encourage me, and have sacrificed a lot so that I can fulfill my duty to my customers.
I can’t close this without acknowledging the person who changed the trajectory of my career and more than once. To put it simply, He believed in me and my capabilities when I didn’t have it in me to believe myself, but I trusted him. If he thought I could do it, that was enough for me. If he reads this, he’ll know who he is. He changed my life and inspired me to be a difference maker for those I was serving, to believe in someone, and to work to raise others higher as he did for me. Be that for someone and let someone be that for you!
I hope I make him proud and I hope my customers are half as proud to work with me as I am to serve them. This recognition is truly a love letter to all of them. It’s their award because they allow me to do what I love.
