Promoting Scheduled Pump-outs

Rather than pestering customers to call for service, pumpers would like advice on easy ways to ensure return business

Question:

We are thinking of doing service contracts. Have any of you done this? Any input will be great.

 

Answers:

I do the service contracts. They are a great way to keep money rolling in during the winter, but they do have a downside. Some customers assume service agreements cover parts, labor and pumping. They get mad when they don’t see you and they think you are ripping them off. I do my testing during the day and I leave a sticker on the door so they know I was there.

 

***

 

In my opinion, the only thing better than cleaning septic tanks is having your customers on a checklist paying you to tell them when it’s time for you to pump it! But you must let them know when they sign up that any repairs or pumping costs additional money. Other than that, the only thing to avoid is price wars started by poor contractors. Just do your deal, and if the next guy wants to work for nothing, that’s his business.

 

***

 

If you are providing the best service in your area, you are giving your customers a service contract free of charge. I guarantee my customer's septic system will pass inspection when they sell their home as long as they follow my usage procedures and pumping schedule. Not a single competitor in my state offers that. A new system can cost many thousands of dollars. I send out reminder cards. I have all the work I can do.

 

***

 

There are all kinds of gimmicks to get work. And the promise of something for free sure perks up the ears of the uneducated. But my advice to anyone who is new to this or any other business is to join your local Better Business Bureau, learn all you can about your industry through trade publications, seminars and forums.

 

Then find the best people in your area in your field (the best ones won’t be the ones scared to death that you want their precious trade secrets) and develop a relationship with them … Because if you are only looking out for yourself, the chances are very good you will be the only one looking out for you. I share this from experience. I bought my first truck from a competitor and we do business with each other on a almost-daily basis. In the College Station, Texas, Yellow Pages, there are 21 pumpers listed. I’m on a first-name basis with all of them (owners and drivers).

 

Most of them have my cell number and I have theirs and we talk. Most of them refer work to me because I provide services they don’t. I have repaired vacuum pumps for a few, pulled several out when they got stuck, replaced lids some have broken. I’m secure enough that I do all I can to help the people around me. And even generously helping and sharing information with my competitors, I amazingly have enough work that my employees and I stay busy.

 

Question:

I’m looking for ideas and or contract language to lock in clients for a scheduled pump-out. I try calling them back and a lot of folks either don't call us back to book jobs or say they want to wait. I have this vision of a contract they sign at the time we pump the tank the first time. This is when we explain everything and they are thinking about their systems.

 

Answers:

What works for us is giving a discount for pumping yearly, or every two years. Most do them yearly, and many customers have been on a yearly pump-out for over 25 years. I don't have to call, I don't have to knock on their doors or send reminders. All I have is a verbal agreement. Prices are increased at least every two years or as needed. Most never complain about raises because that is discussed at the time I make the agreement. I stop and pump their tanks about the same time every year, routes are set up and I can do as many as 10-12 tanks a day.

 

***

 

Having a copy of annual sewer charges may hit home. Annual sewer here is $448 ($112 quarterly). It makes pumping more often sound like a real bargain.



Discussion

Comments on this site are submitted by users and are not endorsed by nor do they reflect the views or opinions of COLE Publishing, Inc. Comments are moderated before being posted.