Customer service valued by Yuma Sun carrier

Nostalgic days of house calls and home milk delivery are a thing of the past, but home delivery of the family newspaper is still a cherished institution.

Many of the nation's daily newspapers were at one time delivered by school-aged children. But new technologies gave rise to expectations of a nearly 24/7 news cycle. This in turn has created a demand for older carriers, according to Bob Roeser, Yuma Sun's circulation director.

Ever since the Yuma Sun converted to a morning edition in August of 2001, the paper has been delivered by an entire crew of adult carriers, Roeser noted.

"One thing you have to keep in mind, the youth carriers would have to be up by 2 a.m. and still be able to go to school."  

In some neighborhoods, the morning paper arrives at customer's doorsteps shortly thereafter. Roeser, who lives in the Foothills, receives his paper at 3 a.m.

"One of the compliments I always hear is from customers is, I can't believe how early my paper was delivered."

Since the paper converted to a morning edition, Yuma Sun's circulation has grown. Circulation of the Yuma Sun is about 20,000, but usually grows more with the arrival of winter visitors, Roeser noted.

"We're a town that doubles for six months of the year. Our carriers have to make that transition (with extra deliveries) with amazing success. And they do this every morning."

There are 50 carriers. One who has distinguished himself is Angel Luna, who after 16 years of employment with the Yuma Sun and its Spanish language addition, Bajo El Sol, is the company's the longest serving carrier. Luna is the primary carrier in the south county, delivering 700 papers and driving over a hundred miles a day.

"I love my work," Luna said. "That's why I've been at it so long. The people have faith in me and they're very respectful. I love to talk to my customers about politics, the economy and sports."

The sports section is his favorite part of the paper and he is an avid fan of college soccer, especially Arizona Western College's Matadors and Cibola High School, because his youngest daughter, Jennifer, goes there. His daughter Priscilla, a student at Arizona State University and daughter Stephanie an AWC student, sometimes help him prepare the inserts before delivery.

There are all sorts of customers Luna delivers to. Some are talkative, others more reticent, but it is the customer who is the boss, he said. If they want their paper some place other the Yuma Sun's orange delivery box, he will always adapt to their individual preferences.

Although it is impossible to pick a favorite customer, Luna said one who stands out is Fred Gloria, who is often up early in the morning walking his dog Giovanni. Gloria said Luna knows about everything going on around town so they talk about the news.

"I know Angel is very careful with the paper. If it ever rains he wraps it in plastic. But on Wednesdays, when the paper is kind of thick with all the advertisements, I like to tease him that he's a little late. But he always explains it's because he had to put together all the circulars."

Gloria said he liked the Yuma Sun better as an afternoon paper because it included all the late box scores the other Arizona papers left out. But since the Yuma Sun is the only paper that is still delivered in town, he is thankful he still has a subscription.

"I used to have Angel's eldest daughter in the catechism class I teach. He and his wife are active in the church. His eldest is very smart and cooperative. ... All his kids were raised right."

William Roller can be reached at wroller@yumasun.com or 539-6858.