Marisa and Brian Ferrell believe in being extra diligent when it comes to communicating with their wedding and event clients. It avoids problems, saves time and provides comfort to the customer, which could be an event planner, a venue manager or a bride and groom. It also helps ensure everyone is on the same page about logistics, timing and equipment.
The Ferrells are the owners of The Posh Privy in Healdsburg, California. Their company provides restroom trailers for weddings, corporate events, social gatherings, fundraisers and other events in the wine country of northern California. Marisa also owns an event planning business.
Communication with a customer starts either online or in a phone call with the company’s office manager, Kim Schmidt, who’s friendly and has a lot of industry experience and knowledge.
As soon as the contract is signed, the company sends out literature explaining all their requirements — height and width clearance with tree branches and electrical lines, power requirements, the need for level ground. It’s all spelled out in the contract but the Ferrells know that’s not enough.
“It’s just like when you get a new iPhone or whatever, you don’t always read the terms and conditions,” Brian Ferrell says. “A lot of people skip over that stuff.” So, reminders are usually sent a couple more times before the delivery date.
Occasionally site visits are required before an event, especially for properties the company is unfamiliar with or if there’s any question about trailer placement and logistics, to make sure they can fit the trailer in the desired spot.
“Unfortunately Google Earth doesn’t always explain clearances with trees,” Ferrell says. “Or it looks flat and you get there and it’s some crazy steep hill.”
When units are delivered, drivers explain to the customer how to use all the features of the trailer. There are also written instructions for everything and a troubleshooting guide in the maintenance closet. And everything is well labeled so nobody has to guess what button does what.
Communication continues after the event. Clients are asked to fill out a survey so the company can get their feedback and see where improvements might be made.
Read more about The Posh Privy in the January issue of Portable Restroom Operator.
