In snow management, the best results come from working side by side with your clients to set site requirements and expectations. But for a variety of reasons, deciding trigger points for service or for using materials should be left to the snow pro. It’s important to convey this to the client during specification development and event response.
While some clients may know how to successfully partner on snow contracts, the service provider should inform them of how to properly mitigate snow and ice concerns, as well as make the decisions on when to treat surfaces and clear snow.
Many times, when the decision-making is given to the client, they may hold back from performing additional but necessary services such as pretreating and anti-icing to save money, only to have the snow operations manager get a call about ice or snow buildup due to no surface treatment. Then the snow contractor must remobilize and provide the service, which typically costs the client more money than if they had elected to have the contractor make the decision at response time.
Not only does this cause operational issues for the contractor, it causes panic and worry of potential slip and fall incidents on the client’s property prior to treatment.
If a property owner/manager wants to dictate service, the contract should make clear that the contractor is not responsible for any damages or claims that result by the failure to apply service to the premises under any circumstance.
While many snow contractors understand that responding to unplanned and emergency services requires a shift in operational direction, it can also cause issues on the client side.
Relay the importance of letting the snow pro make decisions based on weather analysis and planning, and then having the ability to properly treat the surface to prepare the client for the opening of their business. It’s not only the snow contractor who must perform their duties to keep people safe; it’s the client as well.
As a snow professional, if you’re telling your clients they must leave trigger decisions up to you, it’s important that you have the knowledge to do so.
Being trained and certified also helps in the process of obtaining and retaining clients, and it can help gain or return access to liability insurance. Lastly, if you ever have a lawsuit, being certified lets others know you’ve been through industry-standard training.
Finally, focus on developing a relationship of mutual trust and respect with your client. While this may take some time, especially if you have new clients or if you’re rebuilding broken relationships, be diligent and don’t give up.
Always work to build an understanding with your client that you will make the best decision possible for them to meet the expected service. While it can be difficult to develop trust in the relationship, it only takes one bad decision to permanently harm the relationship.
Lastly, this is a great time to teach the client and property managers about proper snow and ice management, and how to effectively work as a partnership to solve a problem.
Michael Wagner, CSP, is fleet and safety manager at Designscapes Colorado Inc. Contact him at 303-328-5554 or mwagner@designscapes.org.