Winning and keeping customers.
WHAT CUSTOMERS ACTUALLY WANT
Waste removed reliably On the agreed day Without mess left behind At a predictable price
WHY RELIABILITY DOMINATES
Waste that is not collected accumulates visibly and immediately.
WHAT DESTROYS RELATIONSHIPS
Missed collections Waste scattered during collection Containers not returned or replaced Unannounced price increases Crews demanding extra payment
WHAT TO ESTABLISH
That crews replace containers and clear anything dropped.
WHY
It is noticed, and it costs nothing.
WHAT TO PROVIDE
A way to report problems, and a response.
WHAT MARKETING WORKS
Visibility: branded vehicles and containers
Referrals within neighbourhoods Relationships with estates, associations and property managers Local authority arrangements, where they exist
WHY ESTATES AND ASSOCIATIONS MATTER
They deliver many customers in one location, which is exactly what route density requires.
WHAT TO OFFER THEM
A collective arrangement.
WHAT TO ESTABLISH
Who decides, and what they require.
WHAT COMMERCIAL CUSTOMERS VALUE
Documentation Reliability Containers sized correctly A single point of contact
WHAT TO MEASURE
Customers gained and lost Why customers leave Collection rate by area Complaints by cause
WHAT DEPARTURE REASONS REVEAL
Whether the problem is service, price or the crew.
WHAT TO ASK
Customers who stop paying, why.
