Al’s Rubbish delivers customer service firstSep 21, 2021 09:12AM ● By Chuck Tashjian
Al Gerard with son Colby and office manager Marnie Newton.
By Janet Stoica
Sutton-based Al’s Rubbish & Container company practices proactive customer service year-round, a goal that became even more important during the last 18 months with the coronavirus pandemic.
The folks at Al’s Rubbish never want customers calling to ask why their trash was not picked up, their broken barrel not replaced, or waiting to respond to a request.
To prove their commitment to customer service, employees answer the phones from 8 a.m. to 8 p.m. If owner Al Gerard doesn’t answer your call, then his office manager, Marnie Newton, is right on the line. Their trucks are GPS-and-camera-equipped so they can see what their drivers see back at the office and are proud of their drivers and how customer-responsive they are. Most especially during the COVID situation, their drivers were aware of all health considerations. Loyalty and service seem to be very strong attributes of Mr. Gerard, his son Colby and his entire staff.
Al Gerard began his career as an employee of Friendly’s Ice Cream Corp. working his way up to District Manager. He and his wife Janet also enjoy antiquing in their spare time. An interest in antiques actually led to an interest in trucking. He began his rubbish pickup business 30 years ago in Oxford and after continued growth moved to larger facilities in Sutton where his business is now located. Soon Al’s son Colby will take over the business having learned the industry practices from his dad as well as from his time spent in business classes while in college. Their office manager Marnie Newton has been with the company for over 10 years and has watched the busi ness grow to a 15-truck fleet with more than 300 dumpsters available for customer needs. “Last year was a very busy year for us,” said Marnie, “during COVID we were deemed an essential service and, as many people worked from home, they also began many home improvement projects requiring dumpster usage. It’s been very active for our waste removal container business and we couldn’t be prouder of our truck crews for doing their jobs very well and doing a great service for all of our customers.”
Although Al’s Rubbish does offer weekly rubbish pickup for many surrounding towns from Auburn to Westborough, the largest sector of their organization has been dumpster delivery and pickup. They will deliver their waste containers to just about all of Worcester County. The company also does estate clean outs, general home clean outs, and bulk waste disposal. “Whatever you want cleaned out and cleared out, we’ll do it,” says Ms. Newton. “From small jobs to large, we’re here for you. We can take your old furniture either from inside your home or from your front curb. Just call us for a quote on what you need disposed from TV sets and computer monitors to mattresses and tires.”
That’s not to say that Al’s drivers haven’t experienced a stowaway or two or three in their travels. On one occasion a truck driver removed and hauled a dumpster to its new location only to find a family of three raccoons in residence. In accordance with Mass. Wildlife Law, however, he was obligated to return the dumpster to its previous location to return the critters to their original home environment. Needless to say, the furry wildlife were very happy to be back home.
On another occasion the town of Millville needed a new trash hauler for their residents due to budget cuts. Al’s Rubbish to the rescue. Not only did Al’s take over the rubbish pickup for most town residents within three weeks but they also were able to establish an orderly accounting for all residents.
Al Gerard’s company is also heavily involved with the local Sutton Chain of Lights festivities during the December holiday season. There are five trolleys transporting happy revelers throughout town on the first Saturday of December, viewing arts, crafts, and other community-oriented activities. Al customarily opens his truck garage up for the trolleys and also participates in many giveaways.
“Customer service is what we do,” said owner Mr. Gerard. “We provide customer satisfaction and that’s a job well done. We’ll answer our customer’s phone calls even at night, who else does that? Good or bad, we are here. Our customers are our business.”
Al’s Rubbish & Container Service, 77 Providence Road, Sutton. (508) 865-4193. www.alsrubbish.com
Contact Janet: [email protected]