American Liquid Waste - August 2023

Between the years 1989 and 2000, it was just Bob and Cheryl running the entire operation. They brought their son on board in 2000, and he is now part owner. Since then, they have onboarded a few new members; seven, to be precise. These make up just a couple of truck crews, office management personnel, and their vice president.

After talking to our point of contact, we can say that our first instincts about this company were correct.

That is to say, they work in a small community where word gets around fast, one where advanced septic services were slow to arrive back in the 70s and 80s. This gave B&C a chance to get established at a time when other companies would normally impose a heavily competitive presence.

It was in this environment that B&C Septic Service managed to become a thriving company. So, let's take a closer look at their methods and their unique service area.

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...they work in a small community where word gets around fast, one where advanced septic services were slow to arrive back in the 70s and 80s. This gave B&C a chance to get established at a time when other companies would normally impose a heavily competitive presence.

MAKING A LEAN BUSINESS MODEL WORK

As we have established over months and years of reporting on successful local-level septic businesses,

the one thing it takes to win in this industry is rapid customer service followed by quality work. That is where B&C Septic Service shines.

When Bob and Cheryl Brooks started B&C in 1989, they had rapid response built-in to their company. With a single truck and a community that was hungry for service, there was nothing to prevent them from arriving first with a complete, quality solution to every basic septic need.

Over the years, as they slowly built up their assets, adding teams and capabilities, speedy delivery was always ingredient number one. Today, that is what their reputation is built on. Just looking over their customer reviews, it's clear that when the people of

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It was in this environment that B&C Septic Service managed to become a thriving company on what would normally be very lean pickings.

Sellersville need septic service, they know the fastest way to get it is by calling B&C.

Naturally, their geographic location also comes with unique challenges to underground septic systems. As B&C has grown, it developed just the right additional mission-critical service at the right time. This has ensured that not only are they the first to arrive, but that they are the first to arrive ready to render whatever service process the job calls for.

Looking at their unique set of services provided, it's clear to anyone with experience in local-level septic work in the area, that B&C has what it takes.

B&C SERVICES

This company does not fool around with unnecessary

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Looking at their unique set of services provided, it's clear to anyone with experience in local-level septic work in the area, that B&C has what it takes.

MAKING A POSITIVE IMPACT ON COMMUNITIES AND ENVIRONMENTS AROUND THE WORLD

processes. They show up ready to deliver any of a handful of core septic services.

4 Pumping: The most basic septic service, B&C knows that pumping is almost always the fastest way to give the customer what he needs.

4 Repair: When there's more than a full tank or a clog, usually there is something that needs to be repaired. When this is the case, B&C has the tools and the know-how to deliver results.

4 Maintenance: Sometimes confused with repair, maintenance is largely about the prevention of damage through wear and tear. When a septic system goes unmaintained, failure is inevitable.

4 Installation: In locations where the city sewer cannot reach, and homes that want something more than the standard system, B&C is ready to install top-of-the-line, private septic systems.

4 Hauling: Of course, after every pumping job, hauling is required. B&C never leaves the burden on the customer to remove the contents of their system.

This set of basic septic services is listed in order of continued on page 16

When there's more than a full tank or a clog, usually there is something that needs to be repaired. When this is the case, B&C has the tools and the know-how to deliver results.

necessity. They will tell you, most of what they do is pumping. After all, even when a customer is connected to the city sewer, their system can get clogged and back up. Most of the time when that happens, a septic service provider is often more qualified for the job than a full-service plumber.

After that, repair, maintenance, installation, and hauling tend to happen in the order listed. As our contact told us, "Technically hauling happens as a second step, but by that time, the customer's need is already met, and we prioritize in terms of their pain points."

It's that type of thinking that makes B&C Sellersville's first choice in septic service.

Sources https://www.bcsepticservice.com/make-a-reservation

UPSELL SANITATION STATIONS for Summer Activities

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Summer is the perfect time for communities to come together.

SPOTLIGHT INDEX

From late May through September and October, much of the country has beautiful and temperate weather that is just perfect for fun in the sun. Local events such as charity auctions, multi-family yard sales and summer concerts provide friends and family with a way to bond. What happens when you have an all-day event without the proper portable restrooms?

Complete chaos -- and that certainly doesn't benefit anyone and could even have a negative impact on your brand.

HELP EVENT ORGANIZERS KEEP FOLKS HAPPY AND HEALTHY THIS SUMMER

You know that your team provides a valuable service to the community, ensuring event guests are comfortable and ready to spend days enjoying their activities. Your team is likely used to putting together estimates for specific event sizes, but are they overlooking this important opportunity to upsell sanitation stations and other add-on options? This can quickly boost your revenue as you're supplying additional

options that event organizers may not even realize are available.

KEEP EVENT ATTENDEES AND WORKERS COMFY (AND CLEAN!)

Many industry insiders recommend a minimum of 2-3 comfort stations per event attendee or construction worker. This can quickly add up when you're working with the team planning a community-wide event. With all of these individuals in one place, it is not unusual for the stations to become quite busy -- encouraging

unsanitary activities, especially as these events shift over into the night. Encourage your event planners or construction teams to plan accordingly to provide safe and sanitary relief areas for their guests or workers.

BEAT THE HEAT AND THE GERMS

Even with the COVID-19 furor a distant memory for most, there is still a greater focus on cleanliness throughout communities. In previous years, there may not have been such a great demand for hand-washing stations or other areas dedicated to cleanliness. With today's focus on keeping germs to a minimum, offering hand-washing stations

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Even with the COVID-19 furor a distant memory for most, there is still a greater focus on cleanliness throughout communities.

and hand sanitizer near the comfort stations helps keep event attendees comfortable with their surroundings and encourages them to stay longer at the event. Plus, your event organizers will be heroes for going above and beyond the basics to make event attendees feel welcome!

BOOST REVENUE AND ENHANCE THE EXPERIENCE OF YOUR CLIENTS

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SPOTLIGHT INDEX

It is always great when your business opportunities align with supporting the needs of your clients. Upselling some of your less-used products and services not only helps boost your bottom line, but can also help your clients serve the needs of their users more effectively. It's not unusual for customer service teams to be uncomfortable with upselling. However, if you frame the upsell to your customer service team as a way to better support

Upselling some of your less-used products and services not only helps boost your bottom line, but can also help your clients serve the needs of their users more effectively.

their clients, they may lean into the opportunity to increase profits in this way.

Event managers are often unpaid volunteers, given a specific task of "acquiring Port-A-Potty options" for an event. Instead of thinking outside the box, they may ask for -- and be given -- estimates for only exactly what they asked for. When organizers speak with your team and receive a more comprehensive estimate that includes hand washing or sanitation stations, they increase your brand's value to the client. Plus, this is a great way to receive referrals: having staff go above and beyond is something that doesn't happen every day, so it can definitely cause your brand to stand out to your clients.

Want to learn more tips and tricks to support your business? Don't forget to browse through our

wide range of articles and subscribe to American Liquid Waste magazine today! We provide a free digital subscription, allowing you to invest back in your business while still learning about the great opportunities for expansion and growth that our authors offer you each month.

THE

GEAR

BOX:

Developing a Customer Loyalty Plan for Your Septic Service Company

Developing customer loyalty is important for any business of any size, location, and marketing demographic. But for a septic service company, it's absolutely critical. That's because you have a marketing demographic that is limited to your geographic area. It's also because scaling up your services takes a significant investment in people and equipment. It is also because your services have to be delivered in person.

If you lose a customer, you have to replace him with another local customer. There's no going online for buyers on the other side of the country. So it's time to get serious about curating customer loyalty.

7 WAYS TO CURATE CUSTOMER LOYALTY IN THE SEPTIC SERVICE INDUSTRY

These seven tips are specifically selected for the septic service industry. In recent years, we have reviewed and scrutinized hundreds of locallevel septic businesses and found that these tips are crucial for the industry. These are not the only ways to develop a loyal customer base, but they are the most reliable and important ways.

1. DELIVER FAST, RELIABLE, HIGH-QUALITY CUSTOMER SERVICE

Above all, a good septic service company does what no one else wants to do. They do it faster, first, get it right the first time, and don't walk off the job until it's done to the customer's satisfaction. Most importantly, they give the customer a place to use as a restroom at a competitively rapid speed.  That is the one thing that makes a septic company stand out most. That is also why so many local-level septic service companies offer

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portable rental toilets. It gives you the ability to offer them needful relief within minutes after you arrive. Even if you only offer the basic unit types, you will beat any competitor who does not do this.

2. FOCUS ON CUSTOMER CONVENIENCE

Today's buyer prefers to complete orders without talking on the phone. Ideally, they should be able to engage your service through an online portal. A whopping 67% of surveyed customers said convenience was high on their list of factors making them more likely to offer return custom.

Related to this, the second most important thing a septic service company can offer is 24/7 service. If they know they can order service at any time online and get a rapid response, there is nearly a 100% chance they will call you the next time they need septic service.

3. LET THEM MAKE CONTACT

The third most important factor is the ability to

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Today's buyer prefers to complete orders without talking on the phone. Ideally, they should be able to engage your service through an online portal.

talk to a customer service professional. For the 33% who don't insist on full online ordering capabilities, the ability to talk to a representative is a must. If you have 24/7 availability, this should not be a big stretch. But most importantly, they should have access to someone who can answer all their questions about your service at least during regular business hours.

4. KNOW THEM BY NAME

With modern mobile technology, knowing the names of returning customers and callers is pretty easy. But ideally, if they contact you through social media, email, or other means, you want to have customer service software that will share their information between channels. Short of that, you might need a full-time customer service professional to make sure

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...you might need a full-time customer service professional to make sure these things happen and happen smoothly, which is a good idea to have anyway.

these things happen and happen smoothly, which is a good idea to have anyway.

5. BE AVAILABLE ONLINE

It's a good idea to have as robust an online presence as possible. Social media is not a must for septic service companies, but it is a good idea. It is an easy way to allow them to talk with a live, or at least a responsive, customer service person.

6. EXTEND SPECIAL OFFERS BY MAIL

Twenty-eight percent of surveyed customers said that they like to receive offers via physical mail. For a septic service, this is a good way to lock in their custom long before they call. Homeowners are likely to keep valuable coupons, and if they already know you and appreciate the way you do business, this is a win-win maneuver.

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Social media is not a must for septic service companies, but it is a good idea. It is an easy way to allow them to talk with a live, or at least a responsive, customer service person.

7. CONSIDER SEPTIC-CENTRIC VALUE-ADDED SERVICES

Once again, consider portable toilet rentals and 24/7 on-call availability. In addition to this, you do need to tailor your service to geological conditions in your service area. If there's a high water table, bodies of water, seismic activity, or hills and mountains, then your repair abilities need to be second to none.

For this, we recommend looking at our monthly spotlight where we talk about what makes various companies successful in their time, location, and local population.

More than anything, you need to be quick to respond and deliver effective service. There are a lot of ways to do that. Sometimes the best ways depend on your location, but getting there fast, working fast, and getting the job done right the first time is essential.

Sources

https://customerthink.com/5-keys-to-customer-loyaltyfor-local-business-owners/ https://blog.hubspot.com/service/customer-loyaltyprogram

SPOTLIGHT INDEX

MODEL DRZ-PH WITH VARIABLE SPEED

POWER CABLE FEED: QUICK, CLEAN, QUIET ON SMALL-LINE STOPPAGES

The powerful, portable Model DRZ-PH power drain cleaner from General Pipe Cleaners quickly and cleanly clears clogged sink, tub, and laundry drains in 1-1/4” to 3” lines.

stable both ways. The silent motor won’t disturb others, either. And the convenient carry handle atop the frame facilitates transport to and from jobs.

The rust resistant aluminum drum carries up to 50’ of 1/4” or 5/16”, or 35’ of 3/8” Flexicore® wire rope center cable. General’s quick-change cartridge system lets operators switch to a different diameter cable without pulling old cable from the drum. And the Model DRZ-PH comes with the new Band-It™ splashguard to minimize excess water spray from the spinning drum.  Flexicore cable offers superior kink resistance and unequalled strength with the right amount of flexibility. It’s so tough that it carries a one year warranty against breakage. For more information, contact the Drain Brains® at General Pipe Cleaners at 800-245-6200 or 412-771-6300, or visit www.drainbrain.com.

Weighing just 30 lbs., the lightweight, compact machine features a variable speed power cable feed for optimal control feeding and retrieving cable at up to 16 ft. per minute. General’s 4 ft. guide tube and pneumatic foot pedal substantially minimize operator contact with wet, spinning cable during drain cleaning. So hands and jobsites stay clean and safe.

Operate the Model DRZ-PH horizontally on kitchen counters – or vertically on the floor next to tubs. It’s

About General Pipe Cleaners

General Pipe Cleaners, a division of General Wire Spring Co., is a leading manufacturer of high quality, Americanmade drain cleaning equipment. In business since 1930, the fourth-generation, family-owned company is celebrating nearly a century of service to drain cleaning professionals and plumbing contractors, as well as to facilities managers, the rental industry, and the hardware/ DIY market. The Toughest Tools Down The Line.

Vactor iMPACT Combination Sewer Cleaner

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.

A new wave of successful approaches is washing over the small business subsector throughout the country this year. Adopting some of these trends for your business can help you improve operations, strengthen talent retention, increase profitability, and promote growth. New methods have helped companies overcome continuing struggles left by the unique challenges of recent years. The seemingly indomitable ingenuity and adaptability of U.S. American entrepreneurs has prevailed. Today, the small business community is tightening its processes, strengthening its approaches to essential practices that impact profits.

10 Trends in Small Business Management 2023

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SPOTLIGHT INDEX

USE SMALL BUSINESS TO HELP YOU SUCCEED

These are some significant 2023 trends in business management. Consider adopting some of these that can help you improve the way your company operates this year.

1. MANAGING DURING RUNAWAY INFLATION

U.S. inflation rates have thwarted the growth plans of many small businesses this year. So far, in 2023, prices have escalated another 8 percent over last year to the highest inflation level in almost 40 years. Understanding that these staggering conditions impact workers and business owners with skyrocketing costs of living and doing business, employers are carefully focused on budgeting and on competing effectively in the labor market.

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2. PROVIDING AN OPTIMUM CUSTOMER EXPERIENCE

Customers now want to buy everything they need online, from food to clothes, to cars. Businesses

want to accommodate them with home delivery for ideal convenience. Businesses are striving to make websites ideally mobile-friendly as a top priority. They’re also combining the conveniences of home delivery with curbside pickup and improved in-store customer service to create a smooth overall customer experience.

3. SIDE-STEPPING SUPPLY CHAIN ISSUES

Between the residual effects of the Covid pandemic and the continuing impacts of the Ukraine war on supply chains, companies have had to become very flexible in procurement. Many businesses have maneuvered around supply chain issues by switching to regional or local vendors. The endgame has been to avoid damage to the smooth customer experience

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Businesses are striving to make websites ideally mobile-friendly... They’re also combining the conveniences of home delivery with curbside pickup and improved in-store customer service...

ASSOCIA TION NEWS

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Growing companies in all segments of the business sector are stepping up their efforts toward complete digital transformation. More employees are now working remotely and half/half remote and onsite

INDEX

that businesses need to provide despite supply chain problems.

4. UPGRADING INFORMATION TECHNOLOGY

Growing companies in all segments of the business sector are stepping up their efforts toward complete digital transformation. More employees are now working remotely and half/half remote and onsite in hybrid arrangements, and more customers want to do business exclusively or partly online. So, even when physical space is used, the environment should be digitally capacitated for the smoothest operations.

5. USING CONTACTLESS PAYMENT METHODS

The demand for contactless transactions is increasing and the technology is developing along with that rise in usage. Business owners should anticipate the greater need for alternative payment methods for customers of portable restroom rental services. Accommodate customers who are becoming accustomed to paying for everything with contactless transaction options from mobile devices.

6. EMPLOYING ARTIFICIAL INTELLIGENCE

AI is still developing but is already impacting the way people work and live. It is helping companies with humans and technologies working together be more efficient. The stage of AI development is emerging that enables humans to use robots as extensions of their bodies for heavy lifting, carrying, etc., and chatbots can increasingly offer more and more thorough assistants to help human agents prepare for interactions.

7. USING PROFESSIONAL SEO MARKETING SERVICES

Do you ever wonder what an objective small business development expert would say about your strategies and processes you’ve put in place? Many small business owners have come to terms with their limited

in-house resources of technology and experienced marketing talent. More owners are now budgeting for professional SEO marketing to help them compete with larger players in their markets.

8. ADAPTING TO VOICE-ASSISTED TECHNOLOGIES

Businesses are adapting to engagement with this advanced technology already embraced by techforward consumers. Many are using chatbots for around-the-clock phone service. Some are optimizing their websites for voice search. Others are using voice technologies to improve various administrative processes with more secure and entirely hands-free management.

9. INCREASING SUSTAINABILITY PRACTICES

Business owners know their companies’ practices

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impact the environment and impact customers’ buying decisions. So, many companies are striving to make their operations as green as possible. They’re finding more and more ways to trim off waste from their processes and strengthen adherence to their improved policies on controlling their environmental impact by reducing energy consumption and emissions.

10. STRONGLY FOCUSING ON TALENT RETENTION

The astounding shift in the employment market since 2020 has persisted in 2023. The so-called “Great Resignation” has had a profound

impact on U.S. American businesses. Many small businesses are working harder to understand what it takes to attract, motivate, and retain the best workers longterm. For example, remote work opportunities, upgraded technology, improved incentives, and development opportunities.

WHAT TO DO BASED ON 2023 BUSINESS TRENDS

As normal market variations occur and consumer needs and preferences continue to change, small portable restroom rental operations must adapt and flexibly respond by restrategizing

Many small businesses are working harder to understand what it takes to...retain the best workers long-term.

and retooling as necessary, along with the rest of the business sector. Over the next year, more adjustments in personnel management approaches, technology applications, and work processes are likely to be required for operators in highly competitive markets to perform well financially and grow their brands over the longer term.

Sources

https://www.paychex.com/articles/management/small-business-trends

https://www.microsourcing.com/learn/blog/ business-trends-well-see-this-year/?utm_term=&utm_campaign=US+Remarketing+Leads+PMax&utm_source=adwords&utm_medium=ppc&hsa_acc=8750364042&hsa_cam=14849361567&hsa_grp=&hsa_ad=&hsa_src=x&hsa_tgt=&hsa_kw=&hsa_mt=&hsa_net=adwords&hsa_ver=3&gad=1&gclid=CjwKCAjwzJmlBhBBEiwAEJyLu4px8t4isTBumnIE7bW3x5wyB9H-8oMbeJavYoIY-r0tHxJr3lVihhoC_L8QAvD_BwE