Admittedly, I am a "bells and whistles" kind of guy. While walking through the trade show floor at this year’s Symposium I was like a kid in a candy store. I was amazed by the innovation that currently supports our growing industry. The amount of data that can now be collected during a storm and the real-time feedback that we can receive as snow contractors is at an all-time high. I am excited to see how all of this continues to shape the future of our industry.

That being said, I had a couple of conversations in Hartford that gave me pause. There seems to be a growing reliance on what I would call the "supportive layer" of the snow and ice industry, instead of focusing on the basics of good service. As we head into the winter months, here are a couple things to keep front and center with your team.

Good client relationships

Maintaining a strong client relationship is crucial for a successful snow and ice management business. Open communication, responsiveness to client needs, and demonstrating reliability builds trust and loyalty. Satisfied clients are more likely to retain your services in the long term and may refer you to others, contributing to business growth.

What is your strategy for client relationships? Do you look at it as a business-to-business connection or more like a working partnership? If it’s the latter, which is most ideal in our industry, how do you grade out with each of your clients?

Proper storm execution

Effective execution during a snowstorm is essential to ensure safety and minimize disruptions. Timely deployment of snow removal and deicing crews, monitoring weather forecasts, and having well-defined action plans are critical in any weather event.

Being prepared for varying snowfall intensities and having contingency plans in place helps to efficiently manage snow and ice accumulation. As an owner or manager, you probably have a good plan in mind for when a storm hits, but how well does the rest of your team know your plan? Having a plan is good, but communicating that plan is even better. Is there a single knowledge base where everyone on your team can go to know what to do before, during and after a storm?

Well-worded agreements

Clear and comprehensive contracts are vital to the future of our industry. Proper wording throughout all your documentation will help to avoid misunderstandings and potential disputes.

A proper snow contract should outline services provided, pricing, snow thresholds and the responsibilities of both parties. Specific terms related to timing, service limitations and payment schedules ensure a solid foundation for a successful working relationship.

Additionally, taking the time to walk each of your clients through their contract before the first snowflake falls can alleviate multiple issues that usually surface during a storm. What is your strategy for updating contract language? Contract renewal season is the best time to look at the wording and make changes where appropriate.

Proper follow-through

After the winter season, it’s essential to conduct a thorough evaluation of the services provided. Seek feedback from clients to identify areas for improvement and to gauge their satisfaction. Address any concerns promptly and use the feedback to refine your approach for future seasons.

Proactive follow-through helps you maintain a positive reputation and retain clients for the upcoming winter. If done properly, you can also use the postseason meeting as an opportunity for contract renewal, or to upsell clients for a more robust service offering (e.g., snow hauling, site monitoring between storms, etc.). Heading into the long postseason with clients is made easier if your final interaction of the winter season was a positive experience. What are the 3-5 things that you’d like to get feedback on as a snow contractor? Who could you assign as a "postseason account manager" to ensure you get that necessary data?

In an era with lots of tech and innovation, it’s important to remember that while the "bells and whistles" give us valuable information that can enhance our businesses, there is no replacing client relationships, proper execution, well-worded contracts and consistent follow-through.

Jason Ostrander, CSP, is chief operating officer for East End Group, and a member of the Snow Business Editorial Advisory Committee. Email him at jason@eastendgroup.net.