July marks the high season for pumping work, a time when you’ve already had a couple months of sunup-to-sundown work days, jobs spilling over into the weekends … and a jam-packed schedule looking forward through Labor Day weekend.
And if your normal daily grind of emptying septic tanks and running restroom routes isn’t work enough, if you’re lucky, you’re mining a few golden special event jobs; those lucrative contracts that make a summer season more profitable. You want to pay special attention to these important once-a-year clients; too bad the planning and execution for these events comes along at a time when everyone on your staff is being pushed to their limits.
It’s at these times when you can least afford a slip-up in service. Public events like the county fair, a Fourth of July picnic or a local music festival are some of your biggest challenges of the year … And adding to the pressure to perform … It seems like everyone in the community is watching.
That’s why I’ve come up with my “Six for Success’’ pointers to ensure you come through the event season with flying colors … and commitments to serve even more special events next year. Keep this little list pinned to the back of your truck’s sun visor and flip it down every so often for a reminder on the importance of “crazy-good” customer service this time of year.
1. Assess the inventory.
Just like a farmer has to cull the herd from time to time, you need to take a critical look at how well your restroom stock is performing. Check each unit for cigarette burns, fading and cracking components, wiggles and wobbles, and replace substandard units. Ask your staff for input on units that should go to the recycling bin rather than out on the next job. And remember that you can’t hide an aging, damaged unit. When the event coordinator has to use the facilities, you never know which restroom he or she will enter. Do you want to play “restroom roulette’’ and risk losing this customer next year?
2. Service with a smile … and a uniform.
No matter how appealing your restrooms look and how well they’re serviced, it’s all wasted effort if you and your technicians aren’t a pleasure to deal with and looking good on the job. Pull a surprise inspection of the crew this morning. Are their clothes clean? Have they combed their hair? Did the guys shave? Does everyone live up to your standards for appearance? Also, if you haven’t considered this in the past, now might be the time to add uniform shirts — even pressed slacks — to your budget to serve special events professionally.
3. Prepare for overused units.
To save money, event organizers often order too few restrooms to handle the crowds that show up. You need to adapt to and overcome this all-too-common challenge. Even if the client is unwilling to pay for them, consider having additional units ready for service in the event of a “miscalculation.” Place a few extra units on the front lines and zip-tie them shut until you need them. Preserving your good reputation depends on clean units. Do what’s necessary to ensure great service.
4. Do your best to be invisible.
Servicing restrooms at the height of an event should always be your last resort. While you want to keep units stocked with paper goods and clean up little messes that are bound to happen, in most cases you don’t want to make your presence known. If your fleet needs to stay on location, get your trucks out of plain sight. And if you have to provide service during an event, keeping your truck clean should be a top priority. That means frequent washes, paying attention to rust and dings, and making sure the signage is professional and dignified.
5. Keep the phone lines open.
Restroom emergencies — even little glitches in service — are inevitable. How efficiently you respond to a complaint may be the difference between a well-satisfied event client and losing the event contract for next year. Each morning, make sure everybody has their cell phones charged, turned on and the ringer volume up. Spot check the staff by calling workers to make sure they’re ready to respond.
6. Always seek feedback.
At the end of every day during the run of an event, touch bases with organizers and make sure every concern is addressed. This is one time when you don’t worry about making a pest of yourself with a customer. A few days after the event, sit down with organizers and review what went right and what went wrong with the portable sanitation service. Suggest fixes for problems and offer to provide an action plan for next year.
CLEANING UP
When organizers talk about VIP events, they’re referring to elite visitors that are expected for the festivities. As you prepare to serve profit-building special events this summer, remember that the event planners are the real Very Important Persons that require your special attention. Make them happy with your customer service and you’ll ensure repeat business.
