Systems drive snow ops execution, growth

As we’ve taken on more and more snow and ice removal work at Grunder Landscaping Co., it’s become apparent that consistency and systems are critical to success during snow events.

While having systems and consistent procedures is important for the scalability of landscaping work, it’s even more important in winter work, because there’s no margin of error if you’re lacking those systems when a snow event hits. There are a few different ways that we’ve systemized our process to set up our teams for success.

Consistency in maps

In past years, the sales and snow management teams created these maps, but people chose different colors and just labeled the spaces. This year, we’re updating our old snow maps and adding new ones with a consistent color scheme across all properties: Sidewalks are red. Pavement is blue. High-urgency areas are yellow. Salt containers are neon green.

The old way worked, but creating consistency eliminates possible confusion that can come from team members using different colors. Anything we can do to reduce the mental load on our team when they’re out working a snow event saves that brain power to use on something more critical.

Consistency in communications

We have systems in place to communicate with clients ahead of forecasted snow and ice, and then a clear system in place for clients to opt out of treatment if they want. All of our clients are held to the same expectation and are communicated with the same way — a client who asks for a special workaround for them isn’t a fit for our team to service.

This has been critical as we scale: it’s not sustainable for our team to call each client to check if they want salt or not before each forecasted freezing rain or ice storm; instead, we communicate over email so that everything is documented, all clients are receiving the same message, and all clients have the opportunity to ask questions or opt out of service by responding.

What’s important to make this work: We let our prospects know that this is our process up front before the sale is made, and we also include these expectations in our contracts. I can’t lie: We have lost business because of this approach, but we feel it’s the best way to handle snow and ice at scale.

Internal consistency

The biggest place where things go wrong internally is communication. This is the case for any organization, truthfully, but when you add on long hours, middle-of-the-night dispatches, and dangerous road conditions, the stakes go way up.

We have set expectations with our team for when and how they will hear from us if we need to go out, so that they can make their own plans and decisions accordingly. We want them to be prepared and well rested, and so we give them as much notice as we can, knowing that things change quickly when we’re reliant on the weather.

In addition to scheduling communication, we also teach our team in a uniform manner so that we have consistent standards on all properties. It’s difficult to do site visits during a snow event if the roads aren’t cleared yet, and it can take too long for management to drive to properties. Teaching our team so that they can do work up to our clients’ expectations without direct management oversight is critical. We do it by reviewing lots of photos, sharing videos, and practicing with equipment during the warmer months.

Our first snow event is likely still a ways away here in southwest Ohio, but we’re getting ready, building consistency into everything we do and looking ahead, excited for a great snow season. I hope you’re doing the same!

Marty Grunder is founder of Grunder Landscaping Co. and The Grow Group coaching firm.