Managing customer communication and expectations during a salt supply sortage

Building client trust with transparent communication

Establishing trust with clients starts with open, honest, and timely communication, especially during a salt supply shortage. Proactively informing customers about current and potential inventory challenges demonstrates responsibility and commitment to service excellence. Instead of waiting for clients to notice service changes, take the initiative to update them on industry conditions, salt availability, and what it may mean for their properties.

Transparency helps manage expectations and reduces uncertainty. When clients understand the broader factors at play—such as supply chain constraints, severe weather, and prioritization of municipal contracts—they’re more likely to remain patient and collaborative. Provide regular updates as conditions evolve, ensuring that clients know you are monitoring the situation and advocating for their needs.

Setting realistic service expectations amid supply constraints

With salt shortages, it’s essential to revisit contract terms and set clear, realistic service expectations. Review the scope of work and identify where adjustments may be necessary, such as prioritizing high-traffic or high-liability areas for deicing. Explain to clients why certain services may be reduced or modified and what alternative measures (such as increased plowing, use of liquid deicers, or temporary traction aids like sand) will be implemented.

Setting expectations upfront avoids misunderstandings and helps property managers prepare internally and communicate changes to their own stakeholders. Document any agreed-upon changes and ensure clients understand both the limitations and the proactive steps your team is taking to maintain site safety and compliance.

Leveraging industry resources and best practices for client updates

Position your business as an informed and proactive partner by referencing reputable industry resources and best practices. Share insights from organizations like SIMA, including relevant articles, training videos, and case studies that explain the causes of salt shortages and outline practical mitigation strategies. Highlight the operational changes you’re making based on proven methods, such as calibrating equipment, adopting anti-icing protocols, or using alternative materials.

Providing objective, industry-backed information increases your credibility and reassures clients that your approach is informed by leading expertise. Encourage clients to visit curated resource centers or participate in joint educational sessions to deepen their understanding and foster a sense of partnership.

Proactive planning: scheduling, prioritization, and resource allocation

Salt shortages require a shift from reactive to proactive planning. Work closely with clients to prioritize essential areas—such as entrances, emergency routes, and ADA-accessible spaces—for guaranteed service. Develop and communicate a Plan B that details what will happen if inventory runs low, including the use of alternative deicers or traction materials and how priorities will be managed during peak demand.

Schedule regular check-ins with clients to re-evaluate needs as the season progresses, adjusting resource allocation based on weather trends and supply updates. Document all planning and communications to demonstrate diligence and maintain accountability.

Strengthening long-term relationships through education and collaboration

Navigating a salt shortage is an opportunity to strengthen client relationships through education and collaborative problem-solving. Involve clients in decision-making, seek their feedback on alternative solutions, and encourage them to share their own observations and concerns. Jointly evaluate the effectiveness of any service modifications and be ready to adjust strategies as needed.

By treating clients as partners and providing them with tools to understand and communicate the realities of the situation, you build lasting trust and loyalty. This collaborative approach not only helps weather the current shortage but also positions your business as a reliable, knowledgeable resource for future seasons.