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Roll-off sales are the icing on the cake when it comes to your hauling company’s revenue. Whether you are in a franchised market or one where the competition is fierce, these roll-off dollars are somewhat of a surprise. You really can’t know how many people are talking right this very moment about remodeling their kitchen, tearing down an old building or helping mom and dad clean out their home. When those calls come in and begin with, “I need one of those big things”, smile. Cash is calling!

Think like a customer
This may be the first time your customer has ever called about

I must confess that I watch Super Nanny from time to time. I am sure my fascination with ineffective parenting is because my kids are now grown. Aside from some of the absurd family dynamics, I am really fascinated with the process of teaching a child to apologize. There is a pattern. First, there is a refusal to acknowledge what went wrong or apologize. That is followed by a less than sincere “sorry”. After painstaking practice, which seems to take weeks, the child finally learns that listening to what was wrong and a prompt apology leads to a happy family.

I have heard many adults say that

I was interviewing a candidate the other day for a position at a non-profit organization I am involved with. As with many non-profits, this was a volunteer position. I could tell he was a man of good character. I knew he was willing to help in any way he could, but I was also looking for a leader. I asked him if he was more comfortable in following direction or taking charge and he informed me that he was “an army guy”. He had been trained to lead. I wanted to know more about what that meant to him and he said, “There are no problems, only solutions.” I had heard that before, but this

The way we begin and end our conversations can be likened to the frame on a painting. If you have a Picasso with a ten-dollar frame, it will cheapen the master piece. The same holds true of the way we answer the phone and end our conversations. Your frame can give the picture of a world class company or run of the mill operation.

You are using a ten-dollar frame if you:
 Answer with ‘yeah’, ‘waz up’ or ‘why are you bothering me’
 Sound like you are half-asleep as you answer
 Begin your first question with ‘gimme’
 Yawn, burp or breathe heavy

Leave Your Trash At Home

I read recently that if we could just acknowledge and accept that life will have trouble, we could actually handle life’s trials better. I wish I was able to be that logical about my daily trials and tribulations. There are plenty of books on how to overcome adversity or how to deal with difficult people. But, ongoing family drama, money issues and health problems are the “trash” we carry with us to work each day. Some of us do better than others when it comes to putting our personal trash in the can and closing the lid before we get to the office.

I have daily trash

Manager- “I would like you to use the script.”
Negative Nora- “I don’t have time.”

Manager- “It will help all of us eliminate some of the mistakes we have been making.”
Negative Nora- “I don’t want to sound like a robot.”
Manager-“It will help you to remember to ask for the customer’s e-mail address.”
Negative Nora- “I haven’t asked that for the past 10 years. It wasn’t a problem before.”

Are you open to correction and can you be changed?
It is sad to say, but I run into people like “Negative Nora” all the time. I would bet that you can think of someone

Commitment to perfect performance motivates the Green Team

Customer Service Representative Monique Figueroa states that prior to Tooty it was taught to deliver the dry message “I’m sorry but those are the rules”. But this two-year member of the Green Team of San Jose has learned through Tooty the tools for better delivery of the same message. Monique has learned to really listen to a customer and help solve a problem.

It’s one of the skills that makes Figueroa and her fellow team members — Erin Avila, Denay Dominguez and Lindsey Gutierrez — near perfect performers in Waste