Gary and Christine Carlson take the idea of customer service to a different level.
The couple, Buffalo News dealers, have been bringing the paper to their customers for 17 years. They get up as early as 1 a.m. every day to make sure Clarence-area subscribers receive their newspapers on time. They never throw papers onto doorsteps, even if customers say it's OK. Gary keeps a shovel in his car so he can make a path in the snow, then places the paper between the doors. Christine goes through each paper and every insert to make sure every copy is in perfect shape. The ones that aren't don't make the cut.
"I refuse to sell a ripped, wrinkled paper," she said.
So maybe it's no surprise that when they were in trouble and in danger of not being able to do their route, their customers – with a huge assist from a local auto dealership – came to their rescue.
The Carlsons were on their route Saturday morning, delivering papers in the Rock Oak senior living community, when they smelled smoke and noticed fire behind their passenger-side headlight. Christine Carlson grabbed her purse and the remaining nine newspapers and jumped out of the vehicle. Worried that the car and its full tank of gas could explode and hurt the homeowners or their property, Gary Carlson moved the car to the middle of the street, where it was soon engulfed in flames.
The homeowner, Marie Metzger, said she and her neighbors have always loved the Carlsons, but putting their own lives in danger to protect Metzger and her husband "really put them at hero status," she said.
So she sent flyers around the neighborhood asking for donations for the Carlsons, and started a GoFundMe campaign to help raise $5,000 toward a new car, an effort that was first reported by WKBW-TV. Just over $1,600 had been raised by Monday afternoon.
"Everybody who donated had a story about why they're so wonderful," Metzger said.
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The Carlsons' red Chrysler 200 was insured but, with eight years and 100,000 miles on it, reimbursement from the insurance company was not expected to amount to much. Their son, Benjamin, has lent them his car and has been finding other ways to get to his own job.
Scott Bieler, president and CEO of West Herr Automotive Group, heard about what happened and has offered to cover the difference between what is raised in the GoFundMe and a good, pre-owned vehicle priced around $15,000.
"We want to put them in a good position. The best position we can," said Chuck Hardy, director of variable operations at West Herr.
Warren Colville, publisher and president at The Buffalo News, said Carlson and newspaper dealers like them are an indispensable part of the business. That's why he said he donated $500 to the the online fund.
"Our dealers are running their own businesses and it is a huge responsibility to give great service, even when we have challenging weather conditions," he said. "The Buffalo News is very grateful for Gary's dedication for the last 17 years."
Nervous about replacing the car and reliving the fearful events of the fire, Christine Carlson has had trouble sleeping and eating. The Carlsons had been looking for a replacement vehicle but only qualified for another old car with high mileage, leaving them worried the new car could break down during their route in the winter months. When they heard about the support from the community, their spirits lifted.
"I know it's the Lord raising up people that care for us," she said. "We feel loved by God and by them."
