RSC Equipment Rental last week named Marilyn Steiger-Vandever, director of customer care, as the inaugural winner of the Freek Nijdam award. Named in memory of the former CEO of RSC Equipment Rental, the annual award recognizes an employee for outstanding creative thinking and determined problem solving to improve customer service, performance and growth in all areas of the business.
Steiger-Vandever developed the "No Customer Left Behind" program, where new customers are contacted by the 24/7 Customer Care Center to thank them for opening an account, answer any questions and to explain the benefits of choosing RSC. Customers are reminded of the location and sales contact of their local RSC branch, and asked about immediate rental needs. This high service approach shows RSC is an extension of the customer's team, and helps generate additional equipment rentals.
"RSC takes pride in making customer satisfaction a top priority," said Erik Olsson, president and CEO. "Marilyn is a credit to the timeless commitment and value we place on excellent customer service, in this case outbound calls to make sure new customers feel welcome and have what they need. Choosing the first winner of the Freek Nijdam Award was quite a challenge and a testament to the culture of continuous improvement here at RSC that Freek helped to inspire."
As the winner of the first Freek Nijdam Award, Steiger-Vandever will receive a commemorative plaque and a $10,000 prize.
Nijdam (1941-2008) was CEO of RSC Equipment Rental from 2002 to 2004. He created a culture of continuous improvement, capital efficiency and innovation. A relentless drive for short-term measurable results while still investing in long-term initiatives is the foundation of the RSC business model and industry-leading customer service.
RSC Equipment Rental, based in Scottsdale, Ariz., is No. 2 on the RER 100.
