American Liquid Waste - March 2024

FEATURES

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44 ALW

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CEO & PUBLISHER

Gideon W. Smith

SENIOR EDITOR

Katherine Nolan

ADVERTISING

Tracy Rodean

Phoenix Global Media Inc.

P.O. Box 235, Stockton New Jersey 08559 866-418-4400 phone 973-532-0319 fax sales@americanliquidwaste.com

American

Copyright

All

CREATIVE DIRECTOR

Melissa Kennelly

EDITORIAL MANAGER

Heidi Karpinich

CIRCULATION

Noah Aiden

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$15.00 per year, or by eligible request.

POSTMASTER:

Please send changes to American Liquid Waste Magazine P.O. Box 235, Stockton New Jersey 08559

Opinions expressed in editorial submissions contributed to American Liquid Waste Magazine are those of the individual authors exclusively and do not necessarily reflect the opinions of American Liquid Waste Magazine, its staff, its advertisers, or its readership. American Liquid Waste Magazine assumes no liability or responsibility toward independently contributed editorial submissions or any typographical errors, mistakes, misprints, or missing information within advertising copy.

CANYON SEPTIC SERVICES LLC

Caldwell, ID

Nestled between the Deer Flat National Wildlife Refuge, the Boise National Forest, and the Morley Nelson Snake River Birds of Prey National Conservation Area is the unassuming little town of Caldwell, Idaho. It’s along the western outer metro radius of Boise, about 27 miles from downtown. In this unique locale, business owner Perry Sevy and his partner Zack McKellar operate Canyon Septic Services, one of the area’s best established and most reputable service providers. Each of the partners runs one of the two separate service channels that constitute this 33-year-old company.

THE CANYON SEPTIC SERVICES LOCAL BRAND

Perry Sevy has proven his talent in the industry the hard way — through the long test of time. Sevy has built a well-trusted local brand, but he reflects on work yet to be done to improve the company’s market position. “People tell me all the time that I need to do something about the website.” He says he knows it doesn’t have all the good-looking stuff that other sites have and that he is mindful of the advice to have more work done to it.

It’s objectively true that the site is very basic and unadorned, offering just the facts. However, the site’s simplicity has very appealing aspects. The all-business style of the site gives it a sleek look. It’s economically written. It contains well-working internal links. And, it features a clear explanation of the company’s services.

The highlight of the website is a small but astonishing array of the most exciting fieldwork photos in the industry! They shock the visitor with a clearer perspective on what life in the business is like in some of the more remote and exotic regions where US liquid waste services are provided.

Perry called our attention to these exciting elements of the business marketing site. He asked if we had seen the picture of him in a hole. That extraordinary photo looks more like Perry had been pounded into the ground with a sledge hammer. That’s how tight around him the earth is packed. We asked if he put his whole body and even his head all the way down inside that hole. He said he did, because it was necessary for the type of septic inspection task he was doing.

In any case, incomparably powerful photos of Perry

continued on page 10

That extraordinary photo looks more like Perry had been pounded into the ground with a sledge hammer. That’s how tight around him the earth is packed. We asked if he put his whole body and even his head all the way down inside that hole. He said he did, because it was necessary for the type of septic inspection task he was doing.

Sevy doing his extreme inspection and service work in the field escalate the potency of his business’s website as a marketing and branding asset.

HIGH-ADVENTURE SERVICE ROLE IN THE IDAHO OUTBACK!

In the above-mentioned photo of Perry squeezed into a hole in the ground so narrow that it looks like it was custom cut to fit every contour of his body precisely, he is fully descending, head and all, to perform his critical septic inspection work! If that’s not chilling enough, there’s also an aerial shot of him standing with another mountain-man type beside one of Canyon’s well-equipped and immaculately maintained vehicles, all perched on the side of an

outrageously steep mountain slope (at what appears to be about a 55-degree incline)! It’s an image of literally high adventure in a man’s professional responsibilities as he faces the staggering vertical challenges of the Idaho wilderness.

The Canyon site’s collective web pictorial skyrockets this small business to the top of the national industry in terms of compelling branding imagery. By it, the business is identifiable as a highly resolved team

It’s an image of literally high adventure in a man’s professional responsibilities as he faces the staggering vertical challenges of the Idaho wilderness.

of daring professionals who will go to virtually any extent with their service to their customers. It’s fair to say that they work in some of the most extreme conditions in septic services or any other industry. Arguably, that’s even in contrast to the back-country providers we’ve interviewed in rural Alaska, Colorado, and Montana.

CANYON SEPTIC SERVICES TOP-QUALITY EQUIPMENT

We commented on the display of one beautiful Canyon Septic pumper tank truck after another across the internet, and various types of industrial equipment — all in impeccably clean and newlooking condition. That’s a known confidence-builder for prospective customers, of course. It certainly

continued on page 12

inspires our confidence, as mere observers, in the business’s management based on these and many other public indicators of the Canyon company’s current state of operational quality.

The impressive equipment juxtaposed in the aerial shot of Perry Sevey standing casually but with authority on a steep mountainside, for example,

The array of glowing customer comments accumulated over the past 30 years rounds out all we’ve learned about how the Canyon Septic Services brand has been built in the local Boise and greater southern Idaho market.

tells us what we want to know about the skill, professionalism, and intrepid nature of this Idaho operator. There in the sun with a big protective floppy hat on and a very rough off-grid dwelling hanging off a veritable cliff-side above him, Perry makes an imposing figure of something exceptional in the world of commercial and residential service work.

The array of glowing customer comments accumulated over the past 30 years rounds out all we’ve learned about how the Canyon Septic Services brand has been built in the local Boise and greater southern Idaho market.

continued on page 14

MAKING A POSITIVE IMPACT ON COMMUNITIES AND ENVIRONMENTS AROUND THE WORLD

CANYON SEPTIC BUSINESS MODEL

Perry has been in business in Idaho since 1991. Through the years, the business has offered a vast array of services. They specialized in pumping, installation, repair, and replacement, remedial measures to boost the efficiency of existing drain fields, and they offered many other septic services. But, in more recent years, Perry has streamlined his business model.

He explained that some years ago he sold the pumping side of the business to Zach. He said the company no longer does installations and clarified that he now primarily does inspections and Zach does the pumping work as his part of the business.

The full range of septic services Canyon Septic now advertises on its website includes septic tank

pumping, cleaning, maintenance, and repair. The latter includes aerobic treatment systems and most other types of septic systems.

Perry is certified by the state and the manufacturer as a provider for BioMicrobics, Norweco, Jet, Oscar, Septitech, and Orenco aerobic treatment systems. The certification further applies to servicing recirculating gravel filter systems.

CANYON SEPTIC SERVICE QUALITY STANDS OUT IN ITS MARKET

Canyon is included on lists posted on Yelp, the BBB site, and Angi’s list as a preferred septic services company in the Boise area. Customer reviews across the board emphasize how informative, efficient, and friendly Perry and Zack are, and how far over and above the expected help these entrepreneurs have gone to help customers obtain lasting solutions.

...the Canyon organization certainly appears to have lived up to its policy of providing reliable and honest service and pricing. After 33 years, the team further still appears to approach each new opportunity to help people who need the types of services they offer as a chance to earn their business.

Over its decades in operation, the Canyon organization certainly appears to have lived up to

continued on page 16

The incredibly busy little company serves Canyon, Ada, Payette, and Owyhee counties as well as Jordan Valley and even parts of adjacent east Oregon. So, we further extend our appreciation to Perry for his generous sharing of information with the ALW readers that helps raise the overall quality of the septic service industry to the benefit of all of its business owners, workers, and customers nationwide.

Canyon Septic Services, LLC, is, above all, a uniquely interesting small business — just quietly doing extraordinary work up there in the mountains of the great northwest US. Industry expert, Perry Sevy, and his company stand out in the field as an optimal model of professionalism and dedication to a superior level of service. Congrats to the Canyon Septic Services team, which has proven through

decades of operations, even under the most daunting circumstances, that it performs above and beyond established standards.

For more information about Canyon Septic Services, LLC, Caldwell Idaho, you can call (208) 454-2692 or visit canyonsepticidaho.com.

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Best Practices for Ensuring Hygiene in Portable Restrooms

The impact of poor hygiene on health and well-being is well known; it's why it's a mainstay of any public health policy and why what we do as an industry is so important. Maintaining a hygienic environment is crucial for preventing disease outbreaks and keeping people healthy.

WHY IS MAINTENANCE OF HYGIENE IN PORTABLE WASHROOMS SO IMPORTANT?

SPOTLIGHT INDEX

Providing adequate sanitary facilities for the disposal of human waste helps reduce disease. Studies have shown that handwashing is one of the most important steps in reducing the transmission of bacteria and viruses (microorganisms).

This is why it's so important to provide a clean restroom environment with the ability to wash one’s hands.

THE BEST PRACTICES FOR CLEANING AND MAINTENANCE OF PORTABLE RESTROOMS

Implementing sound hygiene practices improves customer satisfaction, supports a pleasant working environment, and helps with legal compliance. Any business handling human waste must make sure it adheres to the law. Failure to do so risks harm to public health and legal repercussions for your business.

So, what are the basics of a cleaning and maintenance regime for portable restrooms? At the very least, it should be easy to stick to. A complex routine that heavily burdens staffing levels will be difficult to keep and presents a risk to legal compliance.

The basis of any hygiene regime should consist of the following:

4 Regular cleaning schedules: Consistency is key to good hygiene. Portable restrooms benefit

from a daily cleaning, although that's a minimum requirement. Depending on where the restrooms are situated, the number of users, and staffing levels, a more frequent cleaning schedule may be needed.

4 Proper waste disposal: How are you collecting the waste, and how frequently? Ensure you understand your legal obligations and have a robust waste collection and disposal process.

4 Use of effective cleaning products: Make sure the products you are using are suitable. Ineffective products will leave your restrooms unclean and unpleasant to use. It’s also good practice to use environmentally friendly cleaning products. Focus on products that are biodegradable and do not harm animal life.

Staff competence is the backbone of any hygiene regime you put in place. Training your staff ensures legal compliance and helps save you money in the long run.

4 Training staff on proper cleaning procedures: Staff competence is the backbone of any hygiene regime you put in place. Training your staff ensures legal compliance and helps save you money in the long run. Skilled staff can clean and maintain your restrooms quickly and efficiently.

continued on page 22

PRODUCT WA TCH

4 Monitoring and inspection protocols: To ensure legal compliance, your monitoring and inspection procedures must be robust. A good maintenance and inspection protocol will help you spot issues before they become major problems.

THE IMPORTANCE OF PROVIDING ESSENTIAL SUPPLIES

IN THE NEWS

Several supplies will help you to maintain hygiene in your portable restrooms. Ensure you always have an adequate supply of toilet paper and a process to quickly replenish low stocks.

ASSOCIA TION NEWS

When placing your restrooms, always ensure they are in accessible locations with proper lighting and ventilation.

ASSOCIA TION INSIDER SPOTLIGHT INDEX

Hand sanitizers and handwashing stations also need to be available. Hand washing reduces the spread of harmful bacteria and several communicable diseases.  Finally, make sure you provide adequate waste disposal bins and liners so that any refuse can be disposed of safely and effectively.

ENSURING ACCESSIBILITY AND SAFETY

When placing your restrooms, always ensure they are in accessible locations with proper lighting and ventilation. This helps ensure everyone can find and use the facilities easily and quickly. It also helps ensure a pleasant environment.

Make sure your maintenance schedules include regular checks for structural integrity and safety

hazards so that any issues can be addressed quickly.

It’s also best practice to make your restrooms accessible for those with disabilities. Having ramps for wheelchair access and at least one stall with handrails is recommended.

PUTTING BEST PRACTICE INTO PLACE

With some thought, you can put together a hygiene protocol for your portable restrooms that helps maintain their cleanliness and compliance with the regulations. The importance of hygiene in portable restrooms cannot be understated; providing clean and sanitary toilets with the appropriate washing facilities goes a long way to reducing disease and protecting health and the environment. Sanitary washroom facilities also help with staff and customer satisfaction as well as legal compliance.

Ultimately, maintaining a pleasant and clean portable restroom environment makes sense on several levels.

Sources

https://baileysafety.com/portable-toilet-and-sanitation-bestpractices/

https://www.poorjohnstoilets.com/tips-for-proper-portabletoilet-maintenance

https://texasjohns.com/blog/top-tips-for-maintainingsanitation-in-a-portable-restroom/

https://www.toilets4hireltd.co.uk/hygiene-and-health-forconstruction-site-toilets

https://affordapotty.com/blog/importance-sanitationportable-restrooms/

https://www.cdc.gov/handwashing/why-handwashing.html

THE GEAR BOX:

Stingers and Biters: A Septic Technician's Guide to Common Field Pests

During the course of sewer and septic tank services, we are likely to bump into pests. While most of these creatures are harmless, some can be quite dangerous, primarily through their stings and bites. In this article, we will examine some of these pests and the safety measures we can adopt to protect ourselves.

SNAKES

A lot of people are afraid of snakes. The fear is justified, though; after all, the CDC reports that about 7,000 to 8,000 people are bitten by snakes in a year. Although fatalities are extremely low, victims may — depending on the type of snake — experience excruciating pain and are sometimes left with debilitating injuries. This fearsome reputation makes encounters with snakes, even the nonpoisonous ones, an unpleasant experience.

Snakes are most active during the warmer periods of the year and are commonly found in damp, warm and secluded environments. Consequently, it is not uncommon to run into one in a septic system. Therefore, when going for a service check, you must:

4 Wear protective equipment

4 Be vigilant

Should you actually encounter a snake, ensure that you:

4 Remain calm

4 Try to identify the type of snake

4 Maintain your distance SCORPIONS

Scorpions are another set of dangerous creatures to watch out for. With their pincers and curved tails, they look quite scary. Scorpions can be found in many different places, ranging from grasslands to urban areas. This makes the likelihood of finding them in septic systems quite high. Scorpions are nocturnal in nature and primarily feed on other insects. As such, they are less likely to attack us. However, caution must still be

continued on page 26

exercised. The bark scorpion is the only species of scorpion in the U.S. that is considered dangerous to people, and its sting has even been known to kill. To prevent such an incident from happening to you or your workers, you need to:

4 Use protective gear

4 Learn what the bark scorpion looks like and watch out for it

In case you see scorpions, ensure that you:

4 Remain calm

4 Avoid unnecessary or provocative movements

4 Maintain some distance between you and the scorpion

4 Try to avoid it by gently walking past it or taking another route

MOSQUITOES

Mosquitoes are another set of pests that you can encounter when working on a septic system. Mosquitos are tiny insects that can be found in warm, damp spots, especially in areas with stagnant water. This makes septic systems a natural habitat for them and makes it almost inevitable for you to encounter them when embarking on a septic system check or service.

Mosquitoes are not as scary-looking as snakes and scorpions. After all, they are very tiny insects. However, we must remain wary of them. Their bites cause a persistent itching sensation that can be very discomforting. Mosquitoes are also carriers of the extremely dangerous West Nile virus. This virus can be passed through a mosquito bite and cause symptoms such as headaches, nausea, stupor, paralysis and coma. These make encounters with mosquitoes highly dangerous, and as such, safety

Mosquitoes are also carriers of the extremely dangerous West Nile virus. This virus can be passed through a mosquito bite and cause symptoms such as headaches, nausea, stupor, paralysis and coma. These make encounters with mosquitoes highly dangerous

measures must be put in place for such moments. These include:

4 Wearing a light, protective covering that covers every part of your body

4 Using insecticide repellent on any part of your skin that has to be exposed

4 Spraying insecticides over areas where several mosquitoes have gathered A long-term precaution can be to eliminate stagnant water bodies. This would greatly reduce their ability to breed.

BEES AND WASPS

The last set of pests we will be discussing are bees and wasps. Although these insects are naturally found in fields, gardens and other areas with vegetation, they have also been found to build their hives on man-made structures such as houses and, of course, septic systems. This makes it possible for

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you to encounter them when performing a septic service.

Usually, bees and wasps keep to themselves. However, when provoked, they tend to attack in swarms and sting the offender. The stings of bees and wasps can trigger allergic reactions that can be severe and even fatal. To protect yourself from such a fate, you must:

4 Wear protective gear

4 Avoid provoking the insects

4 Leave their nest untouched

As a sewer and septic tank technician, it is inevitable that you will run into some of these creatures from time to time. However, if you follow the guidelines discussed above, you will come out unscathed from these encounters.

However, in the event that you are bitten, seek immediate first aid and prompt medical attention.

Sources

https://www.pumper.com/editorial/2024/02/be-preparedfor-biting-and-stinging-creatures-in-the-field

https://www.cdc.gov/niosh/topics/snakes/default.html

https://www.sandiegocounty.gov/content/sdc/deh/pests/ vectorsandpests/scorpions.html#:~:text=Although%20 these%20creatures%20have%20a,population%20live%20 in%20southeastern%20California.

https://www.cdc.gov/mosquitoes/about/what-is-amosquito.html

https://www.cdc.gov/westnile/index.html

https://doh.wa.gov/community-and-environment/pests/ bees-and-wasps

https://www.msdmanuals.com/home/injuries-andpoisoning/bites-and-stings/bee-wasp-hornet-and-ant-stings

SPOTLIGHT INDEX

COXREELS® INDUSTRIAL DUTY LED LIGHTS FOR C SERIES

Coxreels is proud to introduce a new line of three industrial duty LED lights now available on the C (Dual Purpose) Air/Electric reels. The new LED lights feature a variety of industrialgrade features and options, including: a 50,000 hour rating, internal light diffusers, and shatterresistant polycarbonate lenses. Coxreels ’ new LED lights also feature adjustable steel hooks for hands-free placement.

Coxreels® has remained steadfast and focused on manufacturing high quality, industrial grade hose, cord, and cable reels with leading industry innovation since 1923.

Whether you are looking for the compact LED light feature (-M), the LED light with the additional power source (-K), or the industrialduty, UL Listed LED light (-H), these reels have the perfect features to complement a variety of applications.

Coxreels ® has remained steadfast and focused

on manufacturing high quality, industrial grade hose, cord, and cable reels with leading industry innovation since 1923. Offering a full product line serving the industry in every channel and application, Coxreels ® takes great pride in designing, building, and supporting each and every product made exclusively in the U.S.A.

For further information on Coxreels® industrial duty LED lights, contact Customer Service at (800) 269-7335 or visit www.coxreels.com.

BIG CLEAN IN A COMPACT PACKAGE

When there’s a dirty job to be done, trust the iMPACT sewer cleaner to do it without washing quality and safety down the drain. Don’t let its compact size fool you. The iMPACT packs a wicked punch with features like:

• Industry-leading IntuiTouch® controls

• Hands-free accessory light option

• Safety interlocks, non-destructive e-stops and boom alarms

• Multi-Flow system for fuel economy

• Quiet engine design

• Optional wireless controls

• Powerful vacuum blower

And it’s all backed by a solid commitment to highquality performance. The iMPACT is engineered to reliably perform better — powerful, safe and affordable.

SPOTLIGHT INDEX

HAVE YOU ENTERED YET? DON’T MISS YOUR CHANCE TO WIN A SPOT AT RIDGID® EXPERIENCE

RIDGID will select six winners for a VIP Experience at its global headquarters July 31 to August 2

Elyria, Ohio – February 21, 2024 – Don’t miss your chance to enter to win a spot at the 2024 RIDGID® Experience, being held July 31 to August 2 at RIDGID® global headquarters in Elyria, Ohio. RIDGID®, a part of Emerson’s professional tools portfolio, is accepting entries until March 15 for the seventh annual all-expensespaid trip that is designed to celebrate the trades and their hard work in our communities.

A sought-after ticket for tradespeople across North America, six grand prize winners will receive RIDGID’s signature VIP treatment that includes:

• An all-expenses-paid trip to RIDGID global headquarters.

•A VIP RIDGID headquarters tour.

•A custom iconic RIDGID pipe wrench.

•Professional photoshoot, celebrating winners’ dedication to the skilled trades.

•Suite seats to see MLB Cleveland Guardians.

•A trip to Topgolf, a sports entertainment complex that features an inclusive, high-tech golf game.

•And more.

Winners will also have the opportunity to shape the future of professional tool development by sharing their expert insights with RIDGID leadership and the engineering, marketing, research, and product development teams.

“With each RIDGID Experience the excitement and

camaraderie continues to grow and we can’t wait to meet this year’s winners to be able to recognize their hard work with this once-in-a-lifetime trip,” said Becky Brotherton, director of brand and engagement marketing, RIDGID for Emerson. Entries will be accepted through March 15, 2024. Contest winners will be selected based on their response to questions, trade involvement, enthusiasm for RIDGID tools as displayed in submitted picture or video of them with their favorite RIDGID tool, and originality and uniqueness of entry. How to enter and full 2024 RIDGID Experience official contest rules can be found here.

Emerson’s professional tools business, which includes RIDGID as well as the Greenlee® and Klauke® brands, provides the industry’s broadest portfolio of advanced, reliable tools and technologies for the mechanical, electrical and plumbing trades globally. Visit emerson.com/ professionaltools for more information.

RIDGID®, Greenlee® and Klauke® are trademarks of Emerson or its subsidiaries. All other trademarks belong to their respective holders.

About Emerson

Emerson (NYSE: EMR) is a global technology and software company providing innovative solutions for the world’s essential industries. For more information, visit Emerson.com.

PRODUCT WA TCH

IN THE NEWS

ASSOCIA TION NEWS

The Portable Restroom Customer Experience

ASSOCIA TION INSIDER

SPOTLIGHT INDEX

Among the top trending topics for small business owners in the US is the customer experience (CE). Naturally, there are many other things that portable restroom rental operators need to focus on this year. But, it’s important to be very clear that the customer experience is the highest priority, with no close second. The futility of doing everything else ideally to run a business without being a CE-centric service company cannot be over-emphasized.

WHY IS CUSTOMER EXPERIENCE SO IMPORTANT?

No matter how sleek and immaculate your rental equipment is, how streamlined your management systems, how strict your cleaning and inspection processes, or how efficient your order fulfillment protocols, unless these business aspects complement a service modality that elevates the customer experience, it’s all rendered meaningless to sustaining your success.  Here’s a helpful quick self-test to get a sense of your current CE outcomes:

4 Do a high percentage of your rental sales prospects turn away after introduction to your site, or your staff, or you, apparently

uninspired, and move on to your competitors instead of choosing to do business with you?

4 Do your current and former customers appear not really to care much whether they ever do business with you again or not?

4 Do you suspect that that is happening because, though your team works hard to do a good job, nothing really stands out in a positive way for your customers about their experience with your organization?

If one or more of the above is the case, why shouldn’t people prefer to try someone else if they feel that they’re as likely to receive an equal or better experience than they’ve had with your company?

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PRODUCT WA TCH

IN THE NEWS

Where does the customer experience begin? From the moment the prospective customer enters his or her search criteria in the Google field! By the time the prospect dials your phone number, you are already well into the process of creating a winning customer experience, though you haven’t been aware of it — unless you’re hawkeying your ongoing results with your web analytics tools.

ASSOCIA TION NEWS

If you’re having little success getting beyond the initial visit with a prospect who enters your online place of business, you need to correct that problem first.

ASSOCIA TION INSIDER

To back up a little, what happened on that initial visit to your site by the new prospect? Quick bounce? That’s the worst outcome, obviously. Or, was it a click-through to multiple internal pages? That’s much better. Or, was it the best possible result — a first-visit conversion right there in your online store? Or, nearly as good, was it a call directly from the site to your

business phone to schedule service, pay a deposit, or otherwise officially enter your sales pipeline?

SPOTLIGHT INDEX

HOW CAN YOU BOOST YOUR CUSTOMER EXPERIENCE?

Below are some key ways to improve the customer experience for portable restroom rental businesses. These can help you increase the number of online reviews and paper reviews that you can paste into the testimonials section of your site, which you can then parlay into foundational marketing and sales tools.

1. It all starts on your website.

If you’re having little success getting beyond the initial visit with a prospect who enters your online place of business, you need to correct that problem first.

4 Have a great homepage on your website.

4 Make sure all the action buttons and links to internal pages and external sites work.

4 Offer interactive fields and forms on the site to gather information.

4 Feature other engaging elements, including video clips, photos, and demos.

4 Fix or replace all SEO issues with elements that are not getting enough attention. Use free web analytics for this or get a professional SEO firm to help you correct deficiencies.

continued on page 38

ASSOCIA TION NEWS

4 Become active in your social media accounts, offering expert perspectives, answers to questions, and advice to establish you as the most helpful goto expert in your market.

2. What you do next is a make-or-break CE action. The next phase of the customer experience begins upon attempted contact with you. What happens next is the critical cultivation, mistreatment, or even abandonment of your sales lead.

4 Have a live person to answer the phone at all times on the first or second ring.

4 Return voicemails quickly, within 15 minutes or as close to that as possible.

4 Offer new customer incentives.

4 Offer referral incentives.

ASSOCIA TION INSIDER INDEX

4 Offer extra services at affordable additional charges.

4 Provide impeccable rental products.

4 Use the best cleaning and disinfection products.

3. Exceptional service clenches your success in creating a great CE.

The third stage of your work to produce an exceptional overall customer experience finally starts when you actually deliver your services.

4 Provide exceptional service.

4 Maintain total dedication to rapid response.

4 Provide highly effective problem resolutions.

4 Be utterly reliable.

4 Always keep your promises.

4 Compensate for negative experiences due to significant problems.

4 Have your best professional(s) interfacing with customers on their properties.

4 Have enough staff to handle your customers’ needs.

4 Provide fresh, appealing equipment for all customers.

4 Demonstrate outstanding professionalism in all communications.

4 Have all team members dressed immaculately on customers’ sites.

4 Have experts perform delivery, setup, and pickup.

4 Provide timely billing and payment confirmations.

4 Offer discounts for timely payment.

4 Offer incentives for return customers.

4. These are the first things to do, though we’re discussing them last here.

The final set of requisites involves using what you

learn in business classes or from others in the industry, and from your customers’ feedback to address any systemic issues. Fix any conditions that affect your ability to provide an outstanding customer experience consistently.

4 Update services and products routinely.

4 Use the best technology to support your processes.

4 Find operational cost savings and pass those on to customers.

4 Find ways to give customers what they want, within reason, beyond the agreed scope.

4 Evaluate your policies and modify them as needed to optimize the customer experience.

4 Prevent imposition of unnecessarily rigid rules and limits on customers.

4 Only hire people with good soft skills and standard skills required for their roles.

continued on page 40

4 Offer rapid delivery in response to urgent requests for service.

4 Provide free extras to enhance your customer’s users’ experience with your products.

4 Enable people to communicate via their preferred channels (phone, text, email, eFax).

SO, JUST DO 1,2,3,4 AND THAT’S IT?

Is it as easy as that? Is the answer to just follow the specific checklists above of mingled industry best practices and other guidelines? If you do that, does it mean you can rest assured that you won’t have a care in the world when it comes to CE? Well, if you do those things, you can certainly gain a lot of ground on your quest to improve your business’s consistency in delivering an exceptional customer experience and generating stand-out reviews and star ratings.

But, frankly, you’re only assured of success in dealing with your customers to the extent to which you make clear to people through your actions that you actually care about helping people. That typically only happens for business owners who believe in and repeatedly demonstrate exemplary entrepreneurial values in marketing, selling, branding, servicing, troubleshooting, billing, and general business administration in your particular industry.

So, do all the right things, as prescribed above, but check yourself. Just make sure you love it. To thrive best on customer experience, you need to love your work. That is the surest way to maintain your own inspiration. Enjoying giving it all you’ve got affords you that incomparable sense of full confidence in your own commitment to succeed long-term in your market.

A leader’s confidence tends to be contagious. Along with hitting all the operational performance marks named in the series of checklists above, it inspires your team, customers, and prospects to share your belief in what’s special about your service business.