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Serving more 10,000 reSidential and 600 commercial cuStomerS, l & m refuse stays ahead of the curve by focusing on its customers and employees.
L & M Refuse 2009 International 7600 Work Star with a 50,000 pound GALBREATH hook lift. Along with the international truck, the hook lift helps with pulling more boxes in a days time with less work.
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WasteAdvantage Magazine
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As Seen In
The Advantage in the Waste Industry According to Kevin Lee, president And owner of L & M refuse, LocAted in sAndyviLLe, OH, the secret to a successful business is excellent customer service. Originally merged with B & S Refuse, a company that his stepfather purchased in 1979 to grow his expanding business, L &M was bought a few years later by Lee and was merged with B & S to become the company it is today. L & M has 22 staff members with a facility that includes the main offices, maintenance and a yard for all their trucks. Covering Stark and Tuscarawas Counties with more than 10,000 residential and 600 commercial customers and roll-off accounts, L & M Refuse deals primarily with solid waste; however, they do offer recycling although it is not a major part of its business because of the cost.
WasteAdvantage
According to Kevin Lee, president and owner of L & M Refuse, located in Sandyville, OH, tHe SecRet
WasteAdvantage Magazine
March 2010
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As Seen In
L&M refuse: focused on customer service
WitH tHeiR OWn WasteAdvantage HydRAuLic SeRvice tOOLS, L & M peRfORMS 100 percent Of tHeiR fLeet MAintenAnce,
The Advantage in the Waste Industry
companies add on hidden fees like fuel surcharges, we dont do that or price increase for three years; other big haulers raise their prices after three to six months.
This is also where GPS comes in handy because 99 percent of time it shows the truck was there but the customers trash cans were not outside, comments Lee.
Outstanding Achievements
L & M Refuses growth occurs naturally and letting the company grow is what makes Lee most proud. We dont have to go out there and sell ourselves. We just do our thing and everybodys happy. In addition to customer service, when there are cleanups in the community, the company does participate in the events; however, since their waste district is very strong, there are not many that need to be held. Another aspect that has made L & M successful has been the installation of GPS systems in all of their trucks two years ago. Not only has it been beneficial from managements point of view, but according to Lee it has also changed the drivers attitudes while they are out in the field since the system helps them get directions when needed. We can always find out where theyre at and what theyre doing. We know their progress and whether or not they are falling behind, says Lee. Although, they dont use all the features of the GPS system, thats okay by them because they can make upgrades as needed through the computer, receive alerts via cell phone when the truck is idling too long or when it is speeding, as well as perform maintenance checks. Not only do all trucks maintain GPS systems, but they all have air conditioners and radios for their drivers. Says Lee, We take good care of our guys. In fact, we get many inquiries from people calling about jobs and even have a waiting list. Lee goes on to explain that they generally leave their drivers alone, trusting them to get the job done. Company attitude does a lot for everything; if you have the wrong attitude, then your customers will certainly know it. Only if the customers are calling and complaining, then the drivers will hear from management. There is even a bonus program in place. In addition to the base per hour pay, every three months drivers can earn a certain amount of bonus based on performance. We give our guys the benefit of the doubt when there is a conflict. By having them write times down, it will indicate whether they missed a stop and what the company should know.
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WasteAdvantage Magazine
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