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JULY 2019 | VOLUME 15 | ISSUE 7
CONTENTS
F E AT U R E S 8 Should I Outsource HR for My Portable Restroom Rental Business?
Phone: 800.422.1844 ext.112 Fax: 888.883.9380
14 In the News 16 Root 66® Is Three Machines In One. Get Your Kicks!
ext.112
18 Imperial Restrooms, Albany NY Unique Luxury Niche Service 28 ALW Classifieds 30 Index of Advertisers CEO & PUBLISHER Gideon W. Smith
CREATIVE DIRECTOR Melissa Kennelly
SENIOR EDITOR Katherine Nolan
EDITORIAL MANAGER Heidi Karpinich
ADVERTISING Tracy Rodean
CIRCULATION Noah Aiden
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American Liquid Waste Magazine is published by Phoenix Global Media Inc. Copyright 2019 by Phoenix Global Media Inc. All rights reserved.
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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.
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P R O D U C T W AT C H
A S S O C I AT I O N N E W S
SHOULD I OUTSOURCE HR
?
IN THE NEWS
A S S O C I AT I O N I N S I D E R
SPOTLIGHT
INDEX
FOR MY PORTABLE RESTROOM RENTAL BUSINESS
A new portable restroom business owner typically operates in a state of constant motion for the first months to years, struggling to over-deliver on service and generate revenues to grow the company. As staff size increases, needs change. If the company grows large enough, back-office operations eventually must be expanded to include HR, Payroll, Accounting, IT and a number of other administrative teams. Some of these can be well-managed by just one person. In Human Resources, however, the number of specializations and the large skill sets required for each role make it unlikely that one person can be found who can adequately fulfill all HR needs. For small to medium-sized businesses, HR outsourcing typically offers the most practical alternative to in-house HR.
Managing HR In-House, vs. Outsourcing Your portable restroom business may have reached the size-threshold, at which you have too many employees to cost-effectively manage the vast number of functions that a complete HR department provides. At this point, you either need an in-house solution that provides all of the resources
8 A MERIC AN L IQUID WA S TE JU LY 2019
to perform thoroughly in the following general HR and related operations as well as a number of others, or you’ll need an outsourced HR service to carry this unavoidable load of responsibilities for you: Recruiting — A full-scale HR department needs a highly effective recruiter, modern HR recruiting platform
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technology, and data resources in order to most efficiently attract top talent to your company’s recruiting pipeline. Compliance — Working closely with your company’s legal experts, your Compliance Specialist can help ensure that you are consistently in compliance across the whole spectrum of potential causes of action that can lead to extreme financial losses. Training — HR training specialists can provide a full range of safety, accident investigation and incident management, diversity, sexual harassment, and numerous other types of HR-related training. Benefits Administration — Group health insurance plan administration, 401K management, HAS, Flexible Spending accounts, Dental and Vision plan administration, and traditional retirement account options all require detailed management by experienced professionals. Risk Management — Workers’ Comp, HIPAA, COBRA, Safety, ADA and other areas of risk require well-qualified administrative management to ensure against preventable losses. Payroll Processing — As an HR-related function, payroll requires proficient management of Social Security, Benefits and tax withholdings, tax reporting (including in municipalities, as applicable), handling I9s, and a wide range of payroll inclusions and modifications. HR Management — Many good outsourced HR services can routinely spend time onsite and work with employees throughout
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your company, to help maintain HR-related training, update documentation of changes in employee’s HR files, address performance and interpersonal issues, design performance improvement plans, manage or support myriad kinds of internal problem resolutions, and even provide employee appreciation and team building event planning and other culture-building activities. How Much Outsourced HR is Right for Your Business? Although a good outsourced HR support provider can provide most or all of the above functions with impressive efficiency and ideal consistency, you may need or prefer only a few of the available outsourced HR services. Each business has its unique needs, but gauging your level of HR needs by the size of your continued on page 10
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business is a good way to help ensure your company has the appropriate extent of HR functionality at each stage of growth. Up to 10 Employees Within the first several years, a startup portable restroom rental P R O D U C T W AT C H businesses typically has only a few employees. With under ten employees, owners, managers and administrative support staff can usually manage payroll, hiring, onboarding and all other HR responsibilities and deliver customer services, conduct field services training, perform equipment and vehicle maintenance and generate the sales needed to grow the business. It’s a lot,I N and T every portable restroom business H Esuccessful NEWS owners has his or her astounding stories of incomprehensible entrepreneurial feats during this phase of the enterprise. Nevertheless, with their tiny but talented teams, the work gets done, and it is actually often more financially practical at this staff size to do most or all of the HR work in-house. Between 10 and 50 Employees As the business grows, SPOT L I GHRHneeds T grow with it. Compliance issues multiply, which means that professional attention to risk management becomes more imperative. Payroll and benefits management become a staggering time-consumers. Recruiting, Safety and other HR-related training needs increase. Employee
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satisfaction and retention rates rely more and more on effective HR systems and HR’s internal customer service quality. Low staff retention rates naturally translate to diminishing external customer service quality and satisfaction rates, making HR a A S S O C I AT I O N N E W S pivotal resource for continued growth and branding. With upwards of 10 to 15 employees, employers often discover that the burden of managing all HR functions in-house has become a detriment to the quality of their efforts to add value to customer services and is negatively impacting the amount of their time and energies that were routinely spent on growth activities there were A Sback S Owhen C I AT IO N fewer I N Semployees. I D E R At this juncture, outsourcing the more complex and time-intensive HR functions is likely to offer business owners their most reasonable
“HR needs vary from one business to the next, even within the same industry.”
INDEX
option for controlling administrative costs and freeing up resources better applied to core operations. Between 50 and 500 Employees Portable restroom businesses that have grown into this size range are often in the process of scaling, sometimes with aggressive growth plans. Recruiting, training, onboarding, personnel development, legal compliance, managing risk other HR responsibilities rise to become high priorities during this phase of enterprise growth. Hiring employees to run new branches in other states may expand the range of issues in the areas of Recruiting, Payroll (tax reporting), Training, Benefits management and Compliance, among other HR and related functions. During this phase, it is likely to be less costly and more efficient to maintain outsourced HR and related services in areas like Payroll, Benefits management and HR Legal support, as qualified professionals in these specialties are expensive hires and normally do not have access to the same vast range of resources that a PEO or other HR services provider has. The same amount of work can typically be done off-site at a fraction of the cost of a team of certified professionals to fill these roles in-house. Over 500 Employees It is likely to remain more practical, in terms of cost, for the most complex of HR functions to continue as outsourced operations until a business exceeds 500 employees. Larger portable restroom rental businesses may find that returning to in-house HR functions offers advantages in the competitive employment market and/or that the gap in operating cost estimates may continued on page 12 Vi s i t Us
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BUSINESS CORNER close between certain in-house and outsourced HR operations, making in-house HR a more reasonable than it has been up to this stage of growth. In some cases, due to various unique needs, companies continue outsourcing HR beyond 1,500 employees.
P RYour OD U C T about W AT H Making Decision HRCSourcing HR needs vary from one business to the next, even within the same industry. There are more ways to think about HR for your portable restroom rental business, in addition to basing your needs assessment largely on current staff size. You should also consider your strategic plans. Do you plan to hire many new employees over the next several years? You’ll need the benefit of I N Tthat H EcanNkeep E WupSon all fronts, including Recruiting HR support and onboarding, Training and Compliance. Do you need to improve your staff retention rates? If so, you may need an inhouse HR professional to work directly with your staff to help build the company culture. As a small to medium-sized portable restroom business, if you opt to hire an in-house HR employee, you are likely to still OT L I G H Tsome of the HR functions that do not benefiSt P from outsourcing require very frequent onsite interaction with employees. You may choose to outsource Benefits management, Payroll, and other complex administrative HR functions, and select an in-house HR
1 2 A MERIC AN L IQUID WA S T E JU LY 2019
TECH NEWS employee who specializes in Recruiting, Training, Compliance or another HR function that also lends very well to team and culture development. The key consideration should be to avoid over-burdening your A S SHR O employee(s) C I AT I Owith N N E W S of tasks that can be in-house a mountain done more efficiently by an entire HR team of experts off-site at a fraction of the cost of hiring just one certified HR professional. Finally, in your decision-making process regarding HR outsourcing, ask yourself how much more value you may be able to add to your company by freeing much of your own or others’ time that is currently spent on HR tasks, to pursue backA S S ideas O C IforAT I O N Imore N Srevenues. I D E R At least partial burnered generating HR outsourcing may offer the solution you need in order to reallocate resources to core operations that best advance your business goals.
Source INDEX https://justworks.com/blog/when-to-get-an-in-house-hr-departmentand-when-to-outsource https://www.inc.com/hr-outsourcing/best-hr-outsourcing-for-smallbusiness-in-2017.html
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A S S O C I AT I O N I N S I D E R
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ROOT 66® IS THREE MACHINES IN ONE.
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IMPERIAL RESTROOMS, ALBANY NY
Unique Luxury Niche Service In early 2008, a new luxury niche service brought something unique to the Florida wedding and special events market. Edward Garcia opened the doors of Imperial Restrooms, Inc. and began delivering luxury portable restroom rental services in the sunshine state. From the start, the demand for luxury services in the Florida portable restrooms market was high. So, Imperial was a hit!
P
ublic works departments in the region, events planners and anyone looking to have an outdoor event found an unmatched opportunity to offer their guests the unique comfort and convenience of Imperial’s high-end facilities. Back then, with only three trailers, Garcia made a big impact. Today, more than ten times that
number of Imperial Restrooms’ luxurious trailers are on sites at public and private events in New York, the greater northeast United States, and Florida. Here, Ed tells the story of how it all began. He talks about Imperial’s growth over the years, and he offers some important insights into the east coast market’s luxury rental space:
continued on page 20 1 8 A MERIC AN L IQUID WA S T E JU LY 2019
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SPOTLIGHT
INDEX We now provide service up and down the east coast. We have about 3 dozen trailers, ranging from upscale restrooms to shower trailers with toilets. Most of the trailers are JAG, but we also have some older Wells Cargo and Forest River models.
The Birth of the Imperial Enterprise When I launched the startup more than a decade ago, I had an IT guy, Tom, who helped me start the business. Originally, I had owned a standard porta potty rental company, and I had started getting a lot of calls for upgraded restroom trailers. So, I started trying to come up with elegant names, and that’s how the Imperial identity was formed. There was a different website in the beginning. I worked with Steve, our current IT guy, to develop it. My secretary and I started putting together bits and pieces of content for it, based on what people were asking about, and I picked some colors I liked for it. In 2008, in Pasco County, FL my old partner had a very large septic company. I had gotten off of active duty from the Air Force. I’m a pilot, and I needed a place to fly part time. I started managing his septic company, then I opened the restroom business, and he bought in, and just a couple of years ago I bought him out. Around 2009 or 2010, we started getting calls for service along the east coast, including up in New York and throughout the northeast. I took a chance and got a business license in New York, and about five years ago I put a full-time person up in New York, rented a yard, and bought a mixed-use house and garage as a base for operations.
Imperial Equipment and Operations Our website is updated about every six months or so, to add information about all the units we have. In fact, it’s due to be updated now, so we offer more than is showing on the site at the moment. We have Industrial-style, midline, and luxury units for all occasions. In addition, we have ADA units in those ranges, and units that contain showers and toilets in the same trailer. We offer several trailers for use at emergency sites, such as hurricane damage locations and other disaster sites, and we deliver trailers to marinas, sports events, camp grounds, and countless other places. Currently, we have a JAG Mobile Solutions Eight stall shower trailer being built, which we’ll add to our existing selection of models. It’s being delivered in September. Imperial mostly services the northeast United States and Florida. We have seven people working out in the field,
including me, and we have two ladies in the office. Our sales rep takes sales calls during normal hours, and we’ve got a manager who helps customers and takes some sales calls. The office takes about 80 percent of those calls, and I take the big calls for sales. From Air Force to Entrepreneurship My undergrad training was at Embry Riddle Aeronautical University. I received a pilot slot, and I became a jet pilot training instructor. I’ve also worked over the years as one of the hurricane hunters. I flew Katrina, Ivan and others. This may be my last hurricane season (2019). I have a master’s degree in HR management from Troy continued on page 22
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J U LY 2 0 1 9 A M E RI R I C A N LI Q QUI UI D WASTE 21
SPOTLIGHT
INDEX Imperial Team Building Our staff is excellent. My one New York employee, Steve, has been with me 11 years. My Executive Assistant, Kathy has been here 7 years, and our Manager, Tony has been with us 5 years, and Mirka, who works in the office, has been with us about a year. My wife, Edith helps with the books. We have excellent drivers, and altogether, the entire team does a fantastic job. We all want to take care of our families. With 401K matching, medical and vacations, everyone can care for their families and feel secure. Take care of the employees, and everything else happens. But, our number one challenge is still people. One of the biggest difficulties is hiring drivers and keeping them. It takes a lot of time to train them and for them to become well-skilled. Another challenge is trying to get people to coexist and understand. I try to emphasize how much we affect each other, and how their part makes the business grow, and that harmony is the only way we do this. Otherwise, we can’t work well. State-of-the-Art Technology-Enabled Systems All of our phone systems are virtual-based. All website generations come in onto the phone. GPS tracks where things continued on page 24
University. When I got off of active duty, I was looking for something to do. My old partner suggested that I come work with him, and he pointed out that I could fly too. I did that for about six years. Now I work full time in the restroom rentals and fly a couple of days per month for the Air Force, keeping my currencies and requisites up, and doing some training lines or a mission, as needed. I’ll be retiring soon (in October), after 28 years between active duty and the Air Force Reserves, unless I get extended. That’s a possibility, but I’m not sure. Strategic Growth Plan for Imperial We get most of our business from word of mouth and the internet. I should go out and do sales calls and marketing, but we’re growing at a manageable rate with the amount of business we have coming from website and the internet. It’s a lot for us to handle, as it is. I don’t’ want to grow too fast or too slow. It’s got to continue to be just right, so we can handle it well. We’ve done thousands of events. With only seven people, we have a lot on our plates. It’s a never-ending pace. The business plan is to keep expanding to add more locations between New York and Florida. My goal is to be nationwide and, one day, if my kids take it over, to go farther than that.
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SPOTLIGHT
INDEX services to pump out our trailers. We’re licensed to transport waste in both Florida and New York.
are on the sites. Everything is done electronically. After each job is set up, the customer is taken through everything, and receives an explanation of what happens and how, and what to do if there’s a problem, etc. We have problem solving sheets. We use those as part of the setup, for safety and insurance purposes. All trailers are photographed, showing how they were set up and what they look like when they’re left at the customer’s site. We’re all driving, setting up, and putting things in place. Kathy also has all the knowledge of what to do and where. Our communications system issues calls to staff members in real time, funneling them to the management team. Everyone is adept with issue handling and knows how to escalate to me, as necessary. Value-Added Services from Imperial We’ve found that a lot of customers really prefer to decorate the restrooms with their own items. So, we’ve moved away from doing much decorating for them as a routine part of the delivery. If a customer asks for it, we provide some décor. They may want to decorate outside or inside. They can even alter the trailer if they want to, as long as they pay the cost of restoring it to its original design. Imperial provides an attendant, to stay on-site during a customer’s event, if they want that service. We rent small, quiet-running generators to power the trailers, for customers whose sites don’t have power available where the trailer will be located. The rentals are from one-day to long-term. We run five trucks. There are tanks on three of them. All the trucks are newer 2017/2018 Dodges and 2018 Fords, except for a 2006 F-350. We don’t need to wait for local septic
Branding for Upscale Niche I have gone the opposite direction from the conventional wisdom on logos, and do not put the logo on my trailers. Some of the oldest of my construction-grade toilet units still have our logo on them. But, on the luxury units, the exteriors are pristine. None of my advertising is on there. A lot of higher-end customers don’t like logos on there, so I’ve taken that approach. That has also really helped me when other restroom rental companies need something for their customers and come to me. They naturally don’t want our logos displayed at the events they’re servicing. We’ve got signage that we can stick in ground to identify our company, when we provide use of trailers as donations at events. We have to work on Facebook, Instagram and Twitter. Steve, our IT guy, started on that work for us. But, trying to keep it up is very difficult. We definitely need to do more social media work, as a high priority.
Imperial Quality Attention to detail is everything. The smallest thing can cause us problems. I tell the staff that the little things can bite us. Our business is upscale most of the time, weddings and companies’ special events. Focus on quality is the most critical thing to instill in employees. Our customers expect professionalism, and we must be 100 percent at all times. We’re constantly asking customers what they liked and didn’t like throughout the process, from the proposal, to booking their event, during the event, and afterward. We want to know how they feel that everything went, and we want to make sure they’re satisfied before they leave. That’s a very different process, of course, then getting continued on page 26
2 4 A MERIC AN L IQUID WA S T E JU LY 2019
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SPOTLIGHT people’s actual Google reviews. Customers tell us that they love everything about our products and service, but when it comes time to do the online review, it’s very difficult to motivate busy people to take time to do it. Potential Future Challenges for Imperial Obviously, the economy is a big, big factor. We started the business in 2008, during the great recession. We’ve been able to grow the business ever since. I don’t see anything else potentially limiting us in the future. Even though more people are coming into the industry, there’s so much work to do, it seems like a very promising future. Advice for New Market Entrants from Ed Garcia For those people who are looking to come into this business, I’d suggest to just be prepared to be a mobile RV repair person, a wholesaler, and to work closely with your parts distributor. Just get ready for fixing things. You need to be somewhat handy, so be prepared for that. That’s one of the biggest things that took me by surprise. As a hands-on owner, I’m constantly fixing things to make everything pristine. Because, if things run down, no one’s going to want to rent them. Also, you have to have perseverance. Just be willing to go outside the box and deal with everything that comes along.
2 6 A MERIC AN L IQUID WA S T E JU LY 2019
INDEX Imperial Impressions Spending time talking to Ed Garcia, we recognize the image of entrepreneurial excellence that always stands out in our industry among the best portable restroom rental business owners and managers. The meticulousness of his quality management process, his diligence in obtaining customer feedback, and intense focus on customer satisfaction stand out from the industry as features of the top tier of providers in terms of service management. Further, his recognition of the overarching importance of fostering a team culture of mutual support are hallmarks of our strongest industry leaders. Ed’s open reflections on objectives he’s eager to achieve in building his sales program, and particularly in increasing Imperial’s presence across all the major social platforms are signals of a company very much on the move. Ed Garcia’s east-coast Imperial Restrooms is certainly a company whose growth we look forward to watching. Source: www.imperialrestrooms.com sales@imperialrestrooms.com http://www.portabletoiletsandshowers.com/portapottyrestroomtrailer-albany-ny.html
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INDEX Abbott Rubber CO. Inc. . . . . . . . . . . . . . . . . . . . . . . . .12 800-852-1855 / pumperhose.com
F.M. Manufacturing . . . . . . . . . . . . . . . . . . . . . . . . . . FC 877-889-2246 / fmmfg.com
PolyJohn Enterprises . . . . . . . . . . . . . . . . . . . . . . . . . .31 800-292-1305 / polyjohn.com
Acro Trailer Company . . . . . . . . . . . . . . . . . . . . . . . . .28 800-589-5254 / acrotrailer.com
Gapvax.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26 888-442-7829
Power Line Industries / Hot Jet USA . . . . . . . . . . . .28 800-213-3272 / hotjetusa.com
American Jetter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .28 866-944-3569 / americanjetter.com
General Pump . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .16 generalpump.com
APWA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .21 pwx.apwa.com
GSBB Services, LLC . . . . . . . . . . . . . . . . . . . . . . . . . . . .28 843-535-5712 / www.gsbb.biz
Aqua-Zyme Disposal Systems Inc. . . . . . . . . . . . . 30 979-245-5656 / aqua-zyme.com
Imperial Industries Inc. . . . . . . . . . . . . . . . . . . . . . . . .17 800-558-2945 / imperialind.com
Armal Inc . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13 866-873-7796 / www.armal.biz
J.C. Gury Company Inc. . . . . . . . . . . . . . . . . . . . . . . . . .4 800-903-3385 / jcgury.com
Bright Dyes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .28 800-394-0678 / brightdyes.com
Kuriyama of America, Inc . . . . . . . . . . . . . . . . . . . . . . .9 847-755-0360 / kuriyama.com
Com Vac . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5 800-243-7986 / comvacsystems.com
Liberty Financial Grou Inc.l . . . . . . . . . . . . . . . . . . . . .4 800-422-1844 / libertyfg.com
Comforts of Home . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2 877-382-2935 / cohsi.com
MORO USA INC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . BC 866-383-6304 / morousa.com
CoxReels. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10 800-269-7335 / coxreels.com
NLB Corp. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7 800-227-7652 / nlbcorp.com
Dragon Products . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3 NozzTeq . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .25 dragonproductsltd.com 866-620-5915 / nozzteq.com Sig 01 877-783-5538 ALW 01-84 /0908 8/23/08 12:43 PM Page 81 Eljen Corporation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2 888-444-1359 / eljen.com
Peterson Products . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6 800-669-1434 / pipeplug.com
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Presby Enviromental . . . . . . . . . . . . . . . . . . . . . . . . . .15 800-473-5298 /presbyenvironmental.com RCS II Inc. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9, 22 518-812-0000 / septicdrainer.com • Robuschi . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .19 gardnerdenverproducts.com • Stamp Works. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .28 800-758-2743 / sales@stampworks.net • The Water Expo . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .23 305-412-EXPO / TWE19.com Transway Systems Inc. . . . . . . . . . . . . . . . . . . . . . . . . .29 800-263-4508 / transwaysystems.com VacCon . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .27 904-493-4969 / vac- con.com Water Cannon Inc. . . . . . . . . . . . . . . . . . . . . . . . . 11, 14 800-333-WASH(9274) / watercannon.com Westmoor Ltd. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6 800-367-0972 / westmoorltd.com
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