Lori Miller- President of Tooty Inc.

Call #1– If an existing customer wants to rent a small dumpster for a clean out, what needs to be assessed and addressed?

 Manager question: Our customer called asking for a 1/2yd dumpster. Said he currently has can services and previously had a container. He was interested in a container for short term use for a clean out. CSR assessed items he would have to dispose of and advised him we offer 1yd, 1.5yd, and 2yd containers. He said he would like to have a 1yd container. She reviewed with him the 90-day time frame, rental rates, disposal rates, and delivery charge. Let him know pick up is on call on regular services day. He request to have it picked up weekly and she advised she will note the driver to pick up if out. Does an assessment need to be completed, or can we just place the order?

Teaching Points:

Project Assessment: This applies.  All that was revealed was that he had excess to get rid of over a few months. Knowing whether this was a remodel, outside clean up , etc. is needed. This property almost looks like both residential and commercial so anything could happen!

Loading Instructions:  There is an operational policy on overloaded 1 or 2 yards that needed to be reviewed.

Restrictions: They weren’t covered and giving the okay for some 1–2-foot pieces of wood may end up being a bigger issue.

Wrap up to the questions:

I appreciate your feedback. This is very helpful information that I can use when coaching her. Thank you for your time with the clarification.

Call #2-If an existing customer, who has used roll-off on occasion, requests one for a “special project”, do you need to assess the project and debris?

An existing commercial customer called to order two 30-yards for a special project. This company had used roll-off in the past, but it was not a regular roll-off customer.  The CSR did not assess the debris or project at all and seemed to give a pass to someone who had ordered before. What appeared to be a completed sale based on the conversation was actually not a completed sale at all.  The customer would have been expecting delivery. 

Teaching Points:

1-The caller was not an authorized person on the commercial account.  This had the potential to be a billing issue or jeopardize the current commercial customer relationship.

2-Without assessing the project and debris the door is open for a roll-off loaded with heavy or restricted debris.

3-Summarize every order for accuracy to prevent issues that cost money.  Your summary also gives confidence to a customer that the order will be fulfilled. 

Call #3-If a residential customer has had a roll-off at his/her house recently and now orders one for remodeling a place of business, do you need to assess the debris and cover loading and restrictions?

A CSR shares why she did not assess the debris or cover the set-up details.

I didn’t question the box size requested because my husband has been a contractor for 21 years. He is far more qualified to assess the project than I am.  When she said she had a crew coming in I trusted what they were requesting (20-yard).  Although someone from the office was calling to order and not authorized on the account, I knew the account owner had boxes already at her residential home. I felt that she already knew that information. 

Teaching Points:

1-When you have different yardage rates for demo versus garbage, assessing the project and debris is critical. You are being thorough to prevent extra charges and billing disputes.

2-The skills that relate to proper delivery and removal have safety in mind and they can’t be glossed over.  Safety First.