Question: We are in a small metropolitan area and are considering establishing a remote location 35-40 miles away from our office to provide storage for units and other equipment. If our growth continues, perhaps at some point, we could consider this as another fully functional location. What can you share concerning remote locations?
Answer: To begin with, congratulations on your growth! As is also evidenced by your question, planning is a part of your business philosophy and for that, you should also be commended.
“Remote locations” is a term that covers a variety of scenarios. Each situation is unique from one PRO to another. We will share some of the most common issues that must be addressed when operating apart from your company headquarters.
Remote storage yard
Depending on your span of operations, establishing a second yard some distance away from your main location can present a logistical advantage. Many PROs have shared that having a remote yard to store equipment saves time and fuel. Additional advantages include the following:
- Reducing the time to return to the yard in order to pick up additional equipment to handle a customer emergency.
- Access to additional supplies needed in that particular area, again, not having to return to the main yard to restock.
- A holding tank capable of accepting waste when a route truck is near capacity is also an effective strategy. Depending on the circumstances, having an alternative after-hours means of temporarily holding waste can save time and allow for route service to continue. Investigate the zoning policies to make sure this is permissible.
- Some PROs also store a supply of special event units and equipment at remote yards to serve customers in that area.
- With the current price of fuel, saving mileage saves money.
As with all of the remote options we will present, securing the proper insurance for the location is important. A locked and gated area is probably necessary as employees will not be there on a daily basis.
Accurate records for numbers of units and equipment at the remote yard are critical. Supply levels are also vital. In addition, any visits to the remote location should also include the inspection of all rental equipment to ensure cleanliness and readiness to deliver when needed. Keeping the holding tank empty, or very near empty, is another effective strategy in maximizing the effectiveness of this location.
Remote service location
Each company and each market are unique; however, a remote service location can be advantageous in many situations. In this scenario, a route is initiated and completed from this location. This could be beneficial for a few days of each week’s route, or it could be a permanent location whereby routes are run from there on a daily basis.
Planning, communication and employee well-being will determine the success of this service option. Key considerations from a service perspective:
- Access to water for filling the truck as well as cleaning and preparing units.
- An adequate inventory of units, sinks and other equipment for delivery.
- Toilet paper, paper towels, hand sanitizers, deodorizers and other similar items in good supply.
- A supply of parts for repair of units both in the field and when returned to the remote location.
- Extra service equipment including an extra pump hose and water hose.
- Disposal of waste. Is a wastewater treatment facility close by that your company can be permitted to use?
- Disposition of trash. Is a dumpster an option?
Communications issues to be resolved include the following:
- Assignment of daily route details and other company messages. Today’s software advancements provide for route data to be sent electronically from the office to the driver. Communication from the route service technician back to the office can sometimes be more challenging. Training is extremely important in this area.
- New information, ideas and suggestions discussed in the office also need to be communicated to remote personnel.
Employee support and morale should be the highest priority in the creation of remote locations. Consider the following suggestions:
- If at all possible, have an experienced route service technician accept the remote location responsibility. They are aware of the job responsibilities, and they have the experience to work independently.
- Make the remote employee feel connected to the rest of the company by having daily communications. We have heard of some PROs having a phone conversation each morning to discuss the plan for the day as well as another call at the end of the day to review and summarize.
- Depending on the geography and the distance from the remote location to the office, have the remote employee in the office for safety meetings, training sessions and company events such as birthdays and holiday parties.
- Be aware that as a one-person operation, the remote route service technician will also have the responsibilities of cleaning and preparing units for delivery, repairing minor damage to units, stocking the truck prior to the route and washing the truck at the end of the day. Further, since they cannot walk into the office and turn in certain paperwork, additional scanning or written communications will be required.
Develop a plan to handle various emergency situations. Put plans in place to answer these questions before they occur:
- What is the route plan when the remote service technician is absent due to sickness or planned time off?
- Truck mechanical problems. Have you secured a mechanic in that area to do the work? If the truck is in the shop several days, is there a backup truck available?
- How and how often are supplies and equipment delivered to the remote location?
- How often will the route supervisor or other key personnel visit the location for interaction with the driver as well as assessment and assistance with the operation?
Larger remote location
As further growth occurs in remote areas, additional personnel can operate out of these locations. The same principles and suggestions discussed previously still apply.
We have found that larger remote locations with multiple drivers, yard personnel and office staff and supervisors will still maintain centralized routing, customer support and other administrative operations at the main company location. Again, planning, communication and employee satisfaction are the primary objectives with remote locations.
Other variations of remote locations
In addition to establishing their own remote locations, some PROs obtain new locations through the purchase of a competitor. The competitor could have been operating in your company’s market or in new markets several miles, or states away.
Considerations in these circumstances include the following:
Maintaining the competitor’s employees. They are familiar with their customers, but will these employees adapt to your company’s culture and business practices? Do they want to become part of your company?
Use this situation as a career advancement opportunity for your experienced and high performing employees to become supervisors or managers at these new locations.
Final Thoughts
When operating from a single location, a company is guided by effective communications, operations, structure and control. Teamwork and training contribute to outstanding customer service.
As operations move away from a single point of control, additional planning and communication is required to maintain the same level of effectiveness. Our hope is that the information presented will provide ideas to tailor your remote operation to meet your company’s needs. Remote locations of any type can save both time and money, while improving customer service and efficiency.
