Lechner Services Names First RSR of the Year

MOUNT PROSPECT, Ill. — Lechner Services, a uniform rental, facility services, and first aid supply company based here, recently named route service representative Nick Garcia as its first-ever RSR of the Year.

The company says that for nearly 18 years, Garcia has been the familiar face, trusted partner and steady presence his customers rely on. Along the way, he’s built a reputation for doing things the right way — showing up, paying attention to the details, and genuinely caring about the people on his route.

“He’s the kind of RSR customers ask for by name and teammates count on without hesitation,” shares Lechner.

WHAT IT TAKES TO BE A GREAT RSR

A successful uniform and facility services program has many moving parts, according to Lechner Services, but one of the most important is the RSR.

“We’re the face of the company,” says Garcia. “We’re the first person the customer sees, and every week we’re building on that relationship more and more.”

RSRs are out in the field week after week, making sure deliveries are accurate and issues are handled before they become problems. But the role goes far beyond delivering clean uniforms or refilling soap dispensers.

“At the end of the day, customers shouldn’t have to worry about whether something was done or not,” explains Garcia. “They should just feel confident in our service.”

Being an RSR takes flexibility, patience and a strong sense of ownership. While every RSR goes through extensive training, the best ones bring a little something extra to the job.

For Garcia, that “extra” comes naturally, shares Lechner.

CONSISTENCY, CARE AND ACCOUNTABILITY

Lechner Services says that customers and co-workers share that Garcia is thorough, reliable and genuinely invested in the people he serves.

From the moment he starts his day, his focus is simple: “The first thing I think about is how to do it better than yesterday.”

Throughout the day, he reviews invoices, double-checks deliveries and takes the time to understand each customer’s needs. No matter the size of the account, he approaches every stop with intention.

Lechner points out that this care carries through Garcia’s entire route — from prepping his truck in the morning to checking in with customers during deliveries to wrapping up his day back at the office with a smile.

That level of consistency builds trust, and over time, that trust turns into long-term partnerships.

BUILDING TRUST, ONE STOP AT A TIME

For Garcia, strong customer relationships are built face-to-face and over time.

“Issues can happen every week,” he explains. “The goal is to solve the problem as quickly as possible and reassure the customer: ‘Don’t worry, I’ll be back to fix this.’ That’s how you build trust.”

When something doesn’t go as planned, Garcia sees it as an opportunity, not a setback.

“The first thing is introducing yourself and being honest,” he says. “Customers need to see your integrity. In those first few weeks, they’re hiring us to do a job — not to inspect us doing it.”

He also knows that great service means reading the room.

“You have to adapt,” points out Garcia. “If someone’s having a rough day, keep it short and sweet. We’re hired to provide a service and make things easier for them.”

CUSTOMER VOICES: ‘HE GETS IT’

The impact of Garcia’s work is best reflected through the words of the customers he serves.

“Nick is an invaluable part of our team,” shares Brisa Rebolledo, human resources (HR) assistant for Utility Concrete Products. “He is responsible for delivering uniforms every week and consistently makes sure we are well taken care of. Whenever we need something, he makes it happen.

“He is extremely easy to communicate with and has built strong working relationships because of how kind, caring, and reliable he is. The employees here respect and appreciate him just as much as the HR team does. It’s not easy to find someone like Nick, and having him on our team, even if it’s only once a week, makes a difference."

Efren Flores, purchasing for facilities manager for Alivio Medical Center, says, “Nicolas Garcia is an amazing route driver, always on top of all our needs. He goes above and beyond when it comes to customer satisfaction.”

Finally, Tim Gaddis, sanitation/facility manager for Unified CML, simply states, “I appreciate Nick being on my route. My account is back under control. It’s unfortunate that you can’t clone him…. He gets it.”

These testimonials tell a consistent story: Garcia doesn’t just deliver a service — he delivers peace of mind.

A TEAM PLAYER THROUGH AND THROUGH

Garcia’s impact doesn’t stop with the customers on his route. His dedication, consistency and approach to service also set the standard for his teammates.

His key account manager, Raul Santiago, shares, “Nick is just a stellar RSR, stellar performer all around. I tell customers all the time, ‘If I could clone him, I would.’ They love having him on their route, and we love having him on our team.”

It’s the kind of respect that speaks volumes, and a big reason Garcia continues to raise the bar for what great service looks like at Lechner.

NEARLY 18 YEARS AND STILL GOING STRONG

After nearly 18 years at Lechner, Garcia’s motivation is still rooted in people.

“I like what I do. I like interacting with people,” he says. “I see my customers every seven days, and every visit is another opportunity to service them better.”

Being named RSR of the Year is both meaningful and motivating.

“It’s nice to know the work doesn’t go unnoticed,” shares Garcia. “But it’s also a big responsibility. Other employees see it. My hope is that next year, there are 10 RSRs tied for RSR of the Year.”