What is a Partnership?

We are sure our success is directly related to the fact we have a true partnership with the hauler as well as our clients.  If we are each not carrying our end of the bargain the entire structure would collapse.  The clients pay us promptly…we pay the haulers even more promptly, the haulers provide exemplary service.  All three of us win and that is why clients never leave us.  The bigger picture is that we are 100% transparent.  Any client can look at any invoice whenever they choose.  When Nick Zoccoli and Ron Sedergren founded the company they had nothing to hide and realized that was the model business for an industry that many find a bit crooked and tainted.

Ron and Nick never deviated from that path and have been rewarded with almost no client turnover.  That ethic has spread to all parts of the company so we are willing to share hauler information and pricing information and service information with our customers.  If it makes them more profitable then it will ultimately benefit Lincoln Waste.  One of the most critical areas where this has to be made manifest is with our contract.  It is a grand total of 2 pages long.  It is designed not to fool you, confuse you, trick you or even cause you to turn it over to Legal.

Now, go to take a look at your current waste management contract.  Can you figure out exactly when it expires?  Why all the language pertaining to, …”you need to cancel this no sooner than 120 days but no later than 90 days in order to file for a cancellation within 60 days.”  What? Why can’t they just say, “This  contract expires October 23, 2014?”  Is that so hard?  They don’t do that because then they could not trap you.

Have you ever sat on an airplane and asked the person next to you how much they paid for the ticket?  You may be appalled, or thrilled, it all depends on the deal.  The similar scenario would take place if a group of procurement executives all brought their waste contracts into one room.  No two are the same…even if they are from the same waste managent firm.  Their idea is to fool you.  It is all smoke and mirrors.  Ask yourself this, “In what other industry is the evergreen clause still used in a contract?”  Used car extended warranties?  Copier toner maybe?  That horrible, self-renewing passage that if you let it go by, you are locked in for another three year term.  Who does that to their partner?  Who does it help?  It is designed to trick you.

We are not about the trickery.  No small print, no hidden terms, no evergreen clauses, in fact, if you have suggestions on how we could simplify our contract even more, we would glad welcome the input.  We don’t have corporate lawyers because we are not trying to fool you.  Isn’t that what a true partnership is all about?

We Don’t Have Hold Music…

…because we do not have hold.  In 2011 our customer service department averaged 118 minutes of phone calls each day. Stop and think about that for a minute. In this crazy, chaotic world of waste management and waste optimization, our Customer Servicephones rang for less than two hours each and every day.  That, and I am bragging, is amazing.

If you do the math it is almost beyond belief.  We are representing hundreds of thousands of dumpsters in locations tucked in every corner of the U.S. and Canada, yet there is no reason for our customers to call.  Our system is so finely tuned that we are able to anticipate our clients needs and get that need translated to our other partner, the haulers, before there is any reason for them  to pick up the phone and call us.

One hundred and eighteen minutes.  118 minutes.  That is less than two hours out of a 24-hour day.  We provide live operators, based in Connecticut, available 24-hours a day.  OK, OK…I already know what you are going to ask.  Why are there multiple operators if the phone never rings?  Well, Customer Service is not simply about answering the phones.  We contact our customers, we contact our haulers but most importantly we contact those locations where it seems a pick up should be due.  Our algorithms are so finely tuned we have a pretty good idea of when the trash needs to go.

We will never get to zero.  Your business has spikes and those spikes translate into pick-ups.  If you get new fixtures then you have unusual trash and your dumpster is full before we know it.  Tired of being on hold?  Tired of listening to Muzak?  Tired of complaints from the field?  We were tired of all that and we decided the key to success was to eliminate the hold altogether.