American Liquid Waste - September 2023

BUMGARNER

Septic Tank & Grading

Having served Granite Falls, North Carolina, and the surrounding area for more than 60 years, Bumgarner

Septic Tank & Grading is likely the oldest septic company we have covered. Ordinarily, we find something special in the companies we profile and Bumgarner is no exception. What makes them special is they had to establish themselves in a time that we have not covered before, as well as having had to survive times we are familiar with. Naturally, our first question concerned how they got started and what it was like booting up a new septic business in the 1960s.

In today's business climate, the way to start a septic business is to write a business plan, buy or finance the equipment, get licensed and insured, and start serving customers. Of course, there's more to it than that, but it is fairly simple compared to starting up in other industries. Where it gets tough is in beating the competition, and handling the unexpected out in the field. As we've said again and again, the key ingredient is to do what the other guys won't do and do it faster.

In addition to this, a smart septic service proprietor will understand the community they serve, know the geological peculiarities of the area, and offer valueadded services like portable toilet rentals, and other specialty services.

Enter Bumgarner Septic.

When they got started, the septic industry was still a tumultuous thing. But they had three things on their side; experience, an under-served community continued on page 10

In today's business climate, the way to start a septic business is to write a business plan, buy or finance the equipment, get licensed and insured, and start serving customers... As we've said again and again, the key ingredient is to do what the other guys won't do and do it faster.

in need of service, and the determination to get the job done. They entered the field at a time when regulatory requirements were not as strict as they are now. This gave them the ability to service any kind of tank in any conditions. Of course, there was a lot of learning on the job to be done. But they had the tools and the expertise to push through it.

Like many great small to medium-sized septic service companies, Bumgarner Septic prides itself on being honest and hardworking. These are qualities that can separate the wheat from the chaff in this industry, and that's a big part of why we care about this business. Bumgarner Septic managed to earn the

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Like many great small to medium-sized septic service companies, Bumgarner Septic prides itself on being honest and hardworking. These are qualities that can separate the wheat from the chaff in this industry...

trust of their community, and when handled right, that is a commodity that's tough to beat.

At the end of the day, through grit and talent, Bumgarner Septic managed to establish itself as the go-to septic service company in their region. This leaves us with the question, of how did they survive industry-disrupting changes since then?

As usual, we can answer this question by looking at their unique service list.

BUMGARNER SEPTIC TANK & GRADING: SERVICES

This company's list of services is both spare and comprehensive. On the surface, they only do septic service and grading. But they don't just do the bare

minimum, they do everything you could possibly need in these categories.

Septic Services

They do new system installation, repairs, line draining, pumping, and inspections. They also offer point-of-sale inspections, jet washing, tank location, grease trap cleaning, septic risers, and camera inspections. What's more, they serve both commercial and industrial clients.

Grading

Many locations have to be leveled, graded, and prepped for septic installation. A lot of happy Bumgarner Septic customers would get their tanks

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MAKING A POSITIVE IMPACT ON COMMUNITIES AND ENVIRONMENTS AROUND THE WORLD

installed, and then the construction company would arrive to find a lot ready to build on. So this is a foundational capability of Bumgarner Septic. They do lot clearing, landscaping, backhoe work, hauling, demolition, and debris removal. They also prep areas for new driveways, dig new basements, backfill homes, and waterproof basements.

For the Bumgarner Septic company, it's just part of who they are.

In reality, they are part construction company and part septic service company...people around Granite Falls have come to depend on Bumgarner Septic for these services, making the company a pasting institution.

In the dozens of companies we've covered over the last four years, not one has offered anything like this. For the Bumgarner Septic company, it's just part of who they are. In reality, they are part construction company and part septic service company. The people around Granite Falls have come to depend on Bumgarner Septic for these services, making the company a lasting institution.

BUILDING TRUST IN A UNIQUE LOCATION

With their robust property prep capabilities, Bumgarner Septic was able to get a foothold in

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a location where few others could. With a high occurrence of hard stone in the soil, complex waterways, and a unique water table, only a company with special lot prepping capabilities like Bumgarner could meet the demand for septic service in the area.

This is where this company was able to get ahead of even its most determined competition. No matter how eager to serve another company was, if they couldn't deal with the needs of this rugged and varied landscape, they simply could not get the job done. In cases like these, Bumgarner Septic would show up and save the day.

At the end of the day, the secret to their success is being able to handle the needs of an area at a time when no one else could.

Sources

https://bumgarnerseptictank.com/

Are You Measuring Customer Satisfaction With Your Business?

Every day, businesses lose money because of dissatisfied customers. One poor service experience can actually cause 80% of customers to switch companies, according to a Zendesk Customer Experience Trends Report.

Because septic and sewer services are so valuable, it's especially important to measure customer satisfaction. Today's post will cover the most effective methods to measure customer satisfaction for your septic or sewer business. Additionally, we'll discuss key performance indicators and the ways to measure them!

CLIENT RETENTION RATE

When it comes to measuring customer satisfaction for any business, client retention rate is one of the most valuable ways to ensure that your business is on the right track. It’s used to measure the percentage of customers who continue to come back for your services over time. It measures their loyalty, identifies any issues causing dissatisfaction, and it helps to identify any areas that could use improvement.

For reference, a solid client retention rate is typically around 80 or 90 percent. Don’t know how to calculate your CRR? It’s a simple formula! Just take the number of customers at the end of a period of time (let’s say 6-12 months) and subtract the number of new customers you have during the period of time. Then divide that by the number of customers you had at the start!

AVERAGE JOB TIME

Similar to the average time it takes to respond to client needs, it’s also valuable to track the average amount of time spent completing a job from start to finish. It’s especially important for septic and sewer services because it allows business owners to measure their effectiveness and efficiency when completing jobs. On average, a good amount of time spent on a job is 1 to 2 hours. However, remember to be realistic

about this goal and keep in mind what type of job you’re taking on. Some can take much more time than others. Calculate this average by taking the total amount of time on a job and dividing it by the number of jobs completed. If your business could complete 20 jobs in 40 hours, then your average per job would be 2 hours, which sits comfortably in the industry benchmark.

CUSTOMER SURVEYS

You can gauge how your customers feel about your service by conducting surveys with them. This can offer a clear indication of how well your services are performing and identify any room for improvement. Business owners can conduct surveys by sending out long or short emails customized to

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You can gauge how your customers feel about your service by conducting surveys with them. This can offer a clear indication of how well your services are performing and identify any room for improvement.

PRODUCT WA TCH IN THE NEWS

On average, a good customer satisfaction rate is 80 percent. You can calculate this by taking the number of positive responses to a survey and dividing it by the total number of your customers, then multiplying by 100.

their preferences, such as ratings from a scale of 1-10. The best way to make your surveys credible and authentic is to customize them and use your brand colors and themes. The most effective results can also be achieved by segmenting your data and sending different types of surveys.

ASSOCIA TION NEWS

"It comes down to how your customer experiences the brand – and how that brand makes a person feel."

ASSOCIA TION INSIDER

Alex Allwood, Customer Experience Management Consultant

SPOTLIGHT INDEX

On average, a good customer satisfaction rate is 80 percent. You can calculate this by taking the number of positive responses to a survey and dividing it by the total number of your customers, then multiplying by 100. If your business surveys

100 people and receives 60 positive responses, their client satisfaction rate would be 60 percent. You can also use social media to help indicate how customers feel about your brand and services!

ELEVATE CUSTOMER SATISFACTION AND BOOST YOUR BUSINESS

If you want to ensure your septic or sewer business keeps growing and providing excellent service, it's vital to be proactive in measuring customer satisfaction. Remember, it's not just about providing a service — it's about how your brand makes your customers feel. By continuously monitoring and improving customer satisfaction, you can build loyalty and long-term success. This principle applies to all septic, sewer, and portable restroom contractor businesses. For more expert tips on keeping your

business thriving, be sure to subscribe to the American Liquid Waste Magazine. Stay informed and take your customer satisfaction to new heights.

Sources

https://americanliquidwaste.com/ https://d1eipm3vz40hy0.cloudfront.net/pdf/cxtrends/cxtrends-2020-full-report.pdf

https://www.questionpro.com/blog/how-to-measure-customer-satisfaction/#:~:text=Customer%20satisfaction%20 level%20can%20be,customer%20complaints%2C%20 and%20repeat%20business.

https://finmodelslab.com/blogs/blog/septic-pumping-service-kpi-metrics#7

https://blog.hubspot.com/service/how-to-measure-customer-satisfaction

https://blog.hubspot.com/service/customer-satisfaction-quotes

THE GEAR BOX:

Top 7 Traits of a Successful Septic Service Company

Over the last few years, we've covered dozens of local-level septic service companies. In so doing, we've learned a thing or two about what makes these types of businesses successful. For a start, it takes a special kind of person to do septic repair and installation. In addition to that, these professionals tend to have more grit and resolve than the average person these days. That said, let's take a look at the top seven traits of a successful septic service business.

TOP 7 TRAITS OF A SUCCESSFUL SEPTIC SERVICE COMPANY

Keep in mind these traits are for local-level septic businesses. While a big, nationwide company in this industry will need these traits as well, we would not say that these traits define them. What follows are virtues indispensable to and indivisible from a topnotch, local-level septic service company.

1. THE RIGHT EQUIPMENT

This part will come as no surprise to you. You need a quality truck, which we have covered in detail recently. But more importantly, you need specialized equipment suited to the geological peculiarities of your service area. For example, if you have a high water table, the ability to repair tanks in unusual situations is indispensable. You need to be able to cope with the unknown. When situations like this are present, you may be able to take a bite out of the

local construction trade, which can put a small septic business over the top.

2.

SPEEDY CUSTOMER SATISFACTION

In the septic service industry you serve a need that is, shall we say, urgent. That being the case, you need to be able to respond and deliver on that immediate need quickly. One great way to do that is to offer portable toilet rentals. With this capability, you can arrive and meet their needs quickly even if repairs or installation will take a long time. Customers remember things like this, and they will offer repeat business.

3.

CUSTOMER SERVICE TO A FAULT

One thing every great local septic company does is attend to the needs and concerns of the customer fully and completely. They don't walk off the job until the customer understands what they have received and knows that the job has been completed to or

continued on page 24

beyond their expectations. Sometimes, this can be a challenge. But when you leave the customer happy, that's a repeat customer.

4. KNOW YOUR SERVICE AREA

This goes back to having the right equipment. It means understanding the underlying and subconscious motivations of the market. This can be a tough one to pin down. But if you work in your hometown, know the area well, and understand the geological needs of your area, you will be able to deliver like few others can.

5. MARKET-SPECIFIC BUSINESS MASTERY

This comes down to understanding the amount of property development in your area, real estate trends, and especially any particular traits that make your area special. For example, college towns and

artsy towns have a lot of concerts. Others have a lot of weddings, and still others have a lot of corporate events. For these, high-end porta-potties are fantastic. But this is just an example of catering to the unique market characteristics of an area.

6. SUPERIOR COMMUNICATION

This is part of customer service. But you can expand on quality customer care by offering a blog on popular questions concerning septic systems. The more you can inform your customer before they buy, the more they will trust you. The local-level septic industry is unique in that you benefit from transparency, so take advantage of that.

7. SUPERIOR INFORMATION

Doubling down on the value of your blog, (which is also good for your SEO results), you need to be able

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to make the customer feel like an expert before they even call you. This is the way to attract the smartest, savviest customers out there. You know, those DIY guys who will look for every bargain they can find. If you can add them to your customer base, you're golden. They will give you great word-of-mouth advertising. The way to win them over is to have lots of clear and well-organized information on your site. Just make sure it's accurate because they'll find out if it isn't.

Admittedly, these traits may seem somewhat obvious. But, in our ongoing survey of local-level septic companies, we have seen these traits over and over. You don't see a septic company last very long if it is missing more than two of these. The only way

around the need to fill out this list fully is to have the kind of capital it takes to build a nationwide franchise from scratch.

But the septic companies we know and love don't win by throwing money at their problems. They win through persistence, market-specific wisdom, and a dogged determination to serve their communities.

Sources

https://customerthink.com/5-keys-to-customer-loyalty-forlocal-business-owners/

https://blog.hubspot.com/service/customer-loyaltyprogram

COXREELS® EXTREME DUTY XTM SERIES

SPOTLIGHT INDEX

Sometimes Heavy Duty or Industrial Duty is not enough. Sometimes the job calls for the toughest of the tough. Sometimes, the application is just extreme. For years Coxreels has supplied heavy duty reels with triple axle supports and solid ¼” plate bases for demanding applications and environments. We engineered strength with features, balancing performance with cost, bringing suitable solutions for many market sectors. Some industries still demanded more. Some industries, similar to mining, heavy equipment, lubrication, or other off-road industries work in such demanding remote environments, all of the best features are needed with the most robust structure possible.

Coxreels is proud to introduce the Extreme Duty XTM Series spring rewind reel. Born from the coalescing fires of the highest strength springs, stainless steel rollers, dual sintered bronze bearings, multiple axle supports, and welded box frames, the XTM Extreme Duty Reel combines the ultimate features into the world’s most robust reel solution. As with all Coxreels spring rewind reels, the XTM Series will satisfy your application’s

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hose management needs and is USA made with Coxreels Legendary Quality, just in a more impervious package than previously available.

Based on the TMP T-Series Medium Pressure product line, the XTM uses the pinnacle of all options available in the Coxreels lineup with some unique features for extra rugged environments. All sizes of the XTM Series feature stainless steel rollers directly integrated into the, built like a tank, all-welded steel box frame.

All sizes of the XTM Serie s utilize dual permanently lubricated bearings, rigidly fixing the drum assembly to the solid 1” steel axle for consistent stability even in the most vibratory and impacting environments, while still maintaining an external fluid path for easy service. Special features such as swivel retainers which prevent unwanted vibratory loosening of threaded components and easily accessible ratcheting mechanisms set the XTM series on its own pedestal. High temperature, steel core arbors transfer the extra powerful heavy duty spring motor torque to the multiple supported axle ensuring reliable rewind in odd positions or dirty situations.

Available in pressure ranges up to 5000 PSI, and dedicated hose solutions such as Suction hose, DEF hose, Gasoline or Fuel hose, the XTM is the solution for your high demand applications where you simply need the best of the best.

As the industry leader in hose, cord and cable reels, Coxreels is making a commitment to provide our customers with the ultimate and most complete, diverse line of reels and reeling accessories.

For more information on Coxreels and our new Hi-Vis Hose Series, please visit www.coxreels.com.

SPOTLIGHT INDEX

GENERAL’S POWER-VEE® WITH AUTOMATIC CABLE FEED QUICKLY & EASILY CLEARS SMALL DRAINS!

General Pipe Cleaners’ hand-held Power-Vee® drain cleaner with automatic feed makes clearing small drain lines fast and easy!

The simplified feeding system gives savvy plumbing, drain cleaning, maintenance, and rehab pros an “extra hand” in tight and awkward spaces. Just squeeze the lever – and cable feeds at up to 16 feet per minute.

Rugged, reliable Power-Vee easily unclogs sinks, tubs, and laundry drains from 1-1/4” to 3” in diameter, up to 50 feet long. General’s automatic feed quickly adjusts to Flexicore® cable diameters from 1/4” to 3/8” without special tools or additional parts.

The compact Power-Vee features quick-change cable cartridges for fast cable changing or cleaning. And the Dyna-Thrust™ bearing system helps extend tool life by reducing bearing wear.

Flexicore cable from General offers superior kinking resistance and unequalled strength with the right amount of flexibility. It’s so tough that it carries the best warranty in the business – one-year protection against breakage.

General’s optional Handy-Stand™ turns Power-Vee into a practical countertop or floor machine. The ergonomically balanced Handy-Stand enhances the drain cleaner’s versatility, safety, and stability.

And the optional Uni-Stand™ securely supports the Power-Vee and reduces arm fatigue in tight, awkward work spaces – like those beneath sinks and kitchen cabinets.

For more information, contact the Drain Brains® at General Pipe Cleaners at 800-245-6200 or 412-771-6300 – or visit www.drainbrain.com/pv to watch Power-Vee in action.

About General Pipe Cleaners

General Pipe Cleaners, a division of General Wire Spring Co., is a leading manufacturer of high quality, American-made 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.

ASSOCIA TION INSIDER

The 7 Critical Ways Portable Toilets Protect the Environment

SPOTLIGHT INDEX

The portable restroom industry plays a significant role in leaving the world safer for the next generation. In every industry, including portable toilet rentals, each business leader shares a local, and, by extension, regional, national, and global responsibility. That is to choose actions that make his or her company a part of the solution to environmental sustainability. Renting portable restrooms can go a long way toward improving environmental conditions by reducing human and wildlife exposure to harmful bacteria and viruses, protecting vegetation from toxic waste, and much more.

EVOLUTION OF PORTABLE TOILET FACILITIES

The original intensely odorous old wood and metal portable toilet units of the 1940s evolved into today’s high-tech polyurethane models for the ultimate in efficient cleaning and maintenance. Waste matter in quality modern portable toilets is fully covered, and pathogenkilling liquid cleaning and disinfecting solutions are used. The use of formaldehyde, a carcinogenic and environmentally damaging agent, has long been replaced by environmentally safe cleaning and disinfecting solutions.

POSITIVE ENVIRONMENTAL EFFECTS OF MODERN PORTABLE TOILETS

Today’s portable toilet industry offers an environmentally beneficial approach to the collection and disposal of human waste by providing state-of-the-art receptacles and employing eco-supportive microbes and

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enzymes to overcome health-threatening and odorgenerating bacteria.

PRODUCT WA TCH

7 ENVIRONMENTAL BENEFITS OF MODERN PORTABLE TOILETS

ASSOCIA TION NEWS

IN THE NEWS

The world-wide portable toilet rental market is currently valued at US $17.94 billion (2023), according to Fortune Business Insights, an analytics and consulting firm serving multiple global brands. The industry is expected to grow at a 7.4% CAGR to US $29.66 billion by 2030. So, that staggering expansion rate represents a vast amount of opportunity to contribute even more broadly these 7 important environmental benefits, among others, for which portable toilet use is becoming well recognized:

ASSOCIA TION INSIDER

SPOTLIGHT INDEX

1. PORTABLE TOILETS REDUCE WATER USAGE.

The EPA reports that, on average, people in the U.S.

use more water flushing waste down the toilet every day than the amount of water they use for any other purpose. Portable toilets use significantly less water than standard residential toilets use.

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The industry is expected to grow at a 7.4% CAGR to US $29.66 billion by 2030. So, that staggering expansion rate represents a vast amount of opportunity to contribute even more broadly these 7 important environmental benefits...

WATER & WASTEWATER, EQUIPMENT TREATMENT & TRANSPORT SHOW

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Don’t miss your chance to gain the edge and rise above the growing competition. Join us and thousands of other professionals in Indianapolis in 2024!

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ASSOCIA TION NEWS

ASSOCIA TION INSIDER

INDEX

Naturally, human waste can be toxic to plants and wildlife when it contaminates an area...So, most parks and campgrounds provide portable toilets to contain potential contaminants and maintain relative cleanliness of public areas.

Using portable toilets saves an estimated average of 120 million gallons or more of water daily just in the models with waterless disposal designs.

2. PORTABLE TOILETS HELP REDUCE THE SPREAD OF DISEASE FROM HUMANS TO WILDLIFE. Naturally, human waste can be toxic to plants and wildlife when it contaminates an area, especially in large quantities due to heavy visitor traffic. The contaminants are carried on shoes, human feet, animal paws, insect feet, etc. So, most parks and campgrounds provide portable toilets to contain potential contaminants and maintain relative cleanliness of public areas.

3. PORTABLE TOILETS PREVENT CONTAMINATION OF VEGETATION BY TOXIC WASTE. When groups of people congregate in natural areas that do not have convenient toilet facilities,

predictably, people urinate on grass, in brush, at the bases of trees, etc. Accumulated urine (and feces) can become toxic to plants, inundating them with large quantities of salts and an array of harmful elements. Portable toilets help prevent damage to plants and hazards to wildlife.

4. PORTABLE TOILETS PROTECT WATER SOURCES. Human feces frequently contains dangerous pathogens that can contaminate water sources and cause disease if they are not disposed of properly. Modern outdoor portable toilet facilities with flushing functionality, often along with sinks with wastewater reservoirs for handwashing, are placed in outdoor spaces to prevent risk from unmanaged human waste.

5. PORTABLE TOILETS HELP PREVENT INSECT INFESTATIONS.

Just one uncontained deposit of human waste attracts multitudes of flies and other flying and crawling insects to an area. Additionally, internal parasites from a person’s body can contaminate soil and be transmitted to other people and to pet animals and wildlife, with some even penetrating the feet and hands as a mode of transmission.

6. PORTABLE TOILET FACILITIES CAN MINIMIZE CONTAMINATION OF HANDS AND CLOTHES. After using portable toilets, bacteria may be spread by human hands and can threaten health in shared outdoor environments, especially during food handling. Keeping waste contained and controlled and providing

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a hand-washing facility helps prevent the spread of disease.

7. PORTABLE TOILET DISINFECTING PRODUCTS PROTECT PUBLIC HEALTH.

IN THE NEWS

Modern portable toilet cleaning products do not contain formaldehyde or alcohol as they once did to kill parasites in human waste and mitigate odor in portable toilet units, ...no need to trade one form of unhealthy exposure for another by utilizing portable toilets.

Well-maintained portable toilets help prevent the spread of disease from one user to another at public locations and can be instrumental in reducing sick days at work sites. Modern portable toilet cleaning products do not contain formaldehyde or alcohol as they once did to kill parasites in human waste and mitigate odor in portable toilet units, so there’s no need to trade one form of unhealthy exposure for another by utilizing portable toilets.

ASSOCIA TION INSIDER

SPOTLIGHT INDEX

PORTABLE TOILETS AND THE ENVIRONMENT

Portable toilets have advanced so much that old waste-

handling issues of the past and even former odor issues are minimal with use of today’s modernized versions. It’s fair to say that, overall, the environment benefits from the use of portable toilets have made the industry essential for environmental protection. The more portable toilets and handwashing stations that are put into use in any locations where people are congregating and permanent facilities are not available, the greater the industry’s benefit to people, pets, wildlife, and the greater natural environment in which we all must live.