Customer Satisfaction

Listening to Our Customers
Customer satisfaction and retention is paramount to our historical and future success. In an effort to understand what we can do better as a company to meet and exceed our customer’s needs, we conduct quarterly and annual surveys of all customers.

Measuring Performance of Operations
Performance is the critical component to successful daily operations. In the field we measure this key element by first selecting the most qualified vendors and partners for each customer opportunity or facility. Once a vendor is chosen we carefully lay out expectations, rules and our customer’s requirements. We then insure that all details are covered and understood from administrative to service.

When we are executing a service request from any customer, we understand that follow through is a necessary practice to ensure quality service. We back this up with continuous communication to the dispatch offices of our vendors and partners until the request or job is done. If a request is not executed to OUR satisfaction, we take a hands-on approach to stay on top of each incident no matter how large or small until completely resolved.

Providing Ethical Pricing
Southern Waste & Recycling will never commit to reducing prices over a period of time and at the same time allow frequent consumer price increases to pass through to our customers. We believe this method is unethical and very confusing since it results in a net increase of pricing year after year.

For example, many Management Firms will promise a 5% reduction per year in cost based on existing rates. They acknowledge prices may rise up to 8% per year for CPI (Consumer Price Index) increases and inflation. This would result in a net increase of 3%.

Our pricing methodology is simple, transparent and successful. Negotiate the best rates with our vendors on behalf of our customer and maintain the rate for an extended period of time. Minimize additional fees and hold these prices consistent.

All too often, brokers and the third-party haulers benefit from pass through price increases, unnecessary fuel and environmental fees, and unnecessary or excessive rental fees. Any promises of cost reduction to the customer are rarely realized because these companies are working together on how to increase profitability over the term of the contract.

Southern Waste will never make promises and commitments to a customer that we will not put in writing and live up to. Our growth and impressive customer list is a testament to our belief that treating our customer fairly and with honesty and integrity will ensure customer retention and growth of our business.

Offering Timely Client Communication
Communication is one of the most important key elements to being successful in our industry. Since we do not always have the opportunity to interact with clients in person, we send out a monthly newsletter which is an opportunity to communicate with our most valuable asset. We feel that interacting electronically is yet another way to effectively let customers know we are always thinking about their best interests.

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