Question: We are located in southern Texas and the intense heat presents a challenge for our customers as well as to our company in terms of providing exceptional customer service. Over the years, we have read articles, watched presentations and participated in roundtable discussions concerning winter servicing. Could you please discuss summer servicing?
Answer: Summer servicing can be challenging for several reasons. Longer days with nice weather allow for more workers on the job site for longer periods of time. The intense summer heat can lead to increased odor issues. With additional usage exposing more waste above the water line as well as some water evaporating due to the heat, PROs need to consider alternative strategies in summer months. Here are suggestions we have gathered over the years:
Positioning units
- Avoid placing units on asphalt or cement if at all possible. Being avid dog-lovers we are aware of the longstanding studies that illustrate the effect of heat on paved surfaces. For an air temperature of 95 degrees, the effective temperature on asphalt is 140 degrees! The same 95 degrees on a cement surface registers 125 degrees.
- Seek shade where possible. Using the same study as referenced above, 95 degrees registers 91 in the shade.
- Avoid placing a unit where the vent stack has a low clearance under an overhang or an overhanging object. The odor that escapes from the vent stack needs to have adequate space for the fumes to dissipate into the air.
- Do not place the unit next to a building with a door or window nearby. Air circulation is essential in dispersing odors.
Use extra water in the tank
Keeping the waste below the waterline helps prevent fly infestation and keeps the waste from breaking down and producing odor. Depending on the heat and the number of uses, consider these strategies:
- In situations with extreme heat and high-use units, some PROs will “double charge” the unit by adding a second 5-gallon bucket of water (10 gallons total) and deodorizer to the empty tank.
- Others have told us they add “half again as much” which is basically a “charge and a half” or roughly 7 gallons.
- In some cases where usage is not as high, adding extra deodorizer is effective.
- Referring back to the winter servicing scenarios, you may want to impose a “summer service charge” to take into account the extra expense incurred in these scenarios (extra deodorizer, extra water, extra pumping volume).
Consider twice-a-week service
The more frequently waste is pumped and the unit recharged, the better the odor control. An additional visit each week can also help to monitor the position of the unit or units on the site.
Fragrance discs
Scented discs combine with the airflow in the unit and can mask odors up to a point. Placement behind the vent stack near the vent screen or near the vent screen above the urinal are two common and effective locations.
Customer training and communication is valuable
Convey to the customer that keeping the lid closed on the restroom tank is important in allowing odor to escape via the vent stack and keeping the water temperature slightly cooler. Some PROs have a decal on the lid that states, “Please keep lid closed,” as a friendly reminder.
While propping open the door to the unit may seem like a good idea, the reality is a negative impact to the venting process as well as attracting flies and other insects. Decals with, “Please keep the door closed,” can also be effective reminders to users.
Employee safety
Properly servicing the equipment and taking care of the customer in the intense summer heat is only half of your company’s objective. Equally, if not more important, is taking care of the route service technician and all others who work outside of the office. A summer safety program is highly recommended.
Components of an effective plan include the following:
- This program should be written and used as a reference in training sessions before summer begins and referenced throughout the ensuing months.
- It is essential to recognize the symptoms of dehydration, heat exhaustion and heat stroke. The goal is to be able to proactively avoid each, while also knowing how to treat each condition. A useful one-page summary of heat related illnesses and the suggested treatment has been created by the CDC and can be found at www.cdc.gov/disasters/extremeheat/warning.html. This chart can be placed in each vehicle as well as posted onsite.
- Proactive planning that would include coolers with water bottles in each vehicle as well as an adequate water supply in the office. Some PROs include “water bottles on hand” in their weekly inventory of supplies.
- Personal protective equipment that is specific to summer heat includes large, brimmed hats, sunglasses, cooling towels and sunscreen lotion.
- Uniform policies for summer weather should be altered, if possible. Short-sleeved shirts or company T-shirts are essential and should be fresh and clean at the start of each day, as would be the case with a company uniform policy. Any job roles where short pants are permissible should be investigated. Company image and professionalism would dictate that pants be a standard look and appearance — “cut-off jeans” are not permissible in most companies.
- Earlier start times allow for more services to be done during the “cooler” time of the day. Depending on the route and the intensity of the heat, some PROs encourage “15-minute heat breaks” throughout the day. This is time for the route service tech to be out of the heat, an opportunity to hydrate, and preview or review their daily route.
FINAL THOUGHTS
Summer is the busiest season for our industry with longer workdays during the week and special events on the weekends. Preparing for the heat is essential for providing quality customer service, while at the same time keeping employees comfortable and safe. Have a great summer!
