Are inaccessible portable restroom units costing you money? For every blocked unit, PROs face a reduction in driver efficiency and an increase in customer service calls. It adds to the level of frustration for all parties and impacts your customer service. Operators can lessen the headaches of hard-to-reach units by taking preventative measures and employing a clear plan of action.
From the get-go, it’s essential to discuss portable restroom placement and access. Focus the conversation on your customer’s point of view. They don’t care if it messes up your route or takes too much of your driver’s time. Just say that you can’t service blocked units because you don’t want to risk damage to their equipment, property, or event design.
Lead them towards understanding that without regular cleaning the unit will appear unsanitary to workers and event attendees. Plus, they’ll need to call your office and schedule an off-route service. Then, there are the fees.
Offer to help with placement and provide suggestions for avoiding extra charges. Confirm your discussion by including wording in your contract that explicitly states your policy on blocked units.
All details, including fees, should be included in your rental contract. Be specific as to how much space you need, what your drivers can and can’t do, and which type of additional fees your customers might incur.
What do you charge when your drivers are waiting on someone to move equipment away from the unit? How much is an extra trip charge? State that the service fee stands even if cleaning wasn’t possible due to a hard-to-reach porta-potty. Along with your contract, PROs should also communicate across multiple client touchpoints.
It’s important to be flexible and work with the customer when possible. However, it’s also crucial to protect your business and staff. Have a plan in place for addressing blocked access to portable restroom units. For example, when faced with a hard-to-reach restroom unit, PROs should:
Porta-potties aren’t always convenient to service. Customers forget what day you’re coming and leave your driver outside a locked gate or with a dumpster blocking their path. While you can’t prevent every issue, you can reduce repeat problems with communication and a clear plan of action.
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