Question:

I have a septic tank-pumping business. Some of my customers are on a regular schedule, but others only call when they have problems. Then the sewage is backing up in their house and I need to rearrange my schedule to help them. What can I do to convince them septic tanks need regular cleaning? Some of the systems are surfacing and need repair. Should I get in the installation business, too?

Answer:

For many years, promoting regular septic system maintenance has been a problem for the industry. Many local sanitary codes require the septic tank be cleaned and pumped on a frequent interval. Three years is the interval most often used. But some people argue this is too often for a large tank serving just a few people. But the regulations certainly err on the side of safety. I would prefer to see a septic tank pumped too often than not often enough.

EDUCATION IS JOB ONE

Apparently you live in an area where some homeowners only call to have their septic tank pumped when they have trouble with their system. Of course, the first thing you must do is to get their tank pumped so the system can be used again; maybe for only a short while if the system has been sorely misused.

At this point you must impress upon the customer that you are an “onsite sewage treatment system professional.” It will take a little time, but the professional approach is much better than to just take your money for the job and leave.

Tell the customer how a septic tank works. You might want to make copies of the March 2009 Septic System Answer Man column and distribute them to this and other customers who need to be educated on septic system maintenance. Take time to discuss a few of the basics with them and give them your card so they can get in touch if they have more questions.

A lot of how you proceed now depends on your customer’s interest level. You might suggest a riser be placed on the manhole opening. The expense of the next service call will be less since time will not be required to do any digging to locate the manhole. In the northern climates it is a good idea to place some expanded polystyrene at the tank level to retain as much heat in the tank as possible. This will help maintain the bacterial activity in the septic tank.

Point out to your customer that a filter can be installed at the outlet of the septic tank to prevent sewage solids from flowing out and plugging the drainfield.

STICKER SHOCK?

Now, these suggestions are going to cost money for the homeowners. They are likely under some stress with the septic tank just having failed and been pumped. Don’t press the points any more unless they are interested. Leave them with the thought you are the “expert” and are making suggestions to improve the operation and life of their system. Don’t forget to give them your card and invite them to call if they have any questions.

THE NEXT QUESTION

Should you get into the installation business? I presume you are thinking about the installation of complete onsite sewage treatment systems. You need to take a careful look at what is going on in your trade area. Those who are installing systems may like to have a reputable service company in the area. Those firms may not refer customers to you for pumping tanks if you are also in the installation business.

Installing systems may be a big jump for a pumping-only contractor to make. Expensive equipment is needed, along with experienced operators for that equipment. You will need adequate financing and need to manage a complete business operation including purchasing supplies, billing customers, etc.

Certainly you can install risers for septic tank manholes, replace outlet tees, install outlet tees with filters, etc. and not be in competition with firms that install complete systems. In fact, they may welcome a firm that will do minor service work. I suggest you talk to each of the companies in your area that installs complete onsite systems. Explain the services you usually provide and invite them to refer customers to your business. Find out how you can best work with them to provide maintenance service to their customers.

You may consider offering service contracts for onsite sewage treatment systems. This is a good way to build steady repeat business. For an annual fee, you inspect the system to see how it is operating and then clean the septic tank, say, every three years. Let your installer friends know about this service; they may even do some sales work for you.

There may be some system installers in your area who also pump septic tanks and have a maintenance service. They won’t need your services. But there will also be installers who will welcome having a reputable firm they can recommend to their customers for pumping septic tanks.

If you do good work and have satisfied customers, you will likely do very well in the maintenance and service end of the onsite business.

THE BOTTOM LINE

For now my advice is to stay with your maintenance and service business. This is a service sorely needed in the onsite industry, so onsite sewage treatment systems can continue to perform their treatment job for a long, long time.