What to Do When Everything Goes Wrong with Your Valet Services
What happens when your valet services go wrong?
Valet services are a great idea, right? There are very few people in the world who actually enjoy taking out the trash - and valet services are a perfect solution.
But what happens when your valet services go wrong? What if your porter doesn’t show up? Or if he leaves garbage strewn all the way to the dumpster? What happens when this vital part of your waste management is in crisis?
It doesn’t happen a lot. We work with several really wonderful valet service providers.Their porters come on time and get the job done - and do it well.
But when problems do arise, it’s a major pain.
One of our clients just recently asked for help for this exact issue.
Valet Waste Service: The Problem
First, they had issues with having quality services. Frankly, it was gross - they were leaving streaks down the hallways, which I think we can all agree is really less than ideal.
Maintenance ended up having to hose down the hallways. This successfully cleaned up the mess, but it also damaged the lights on the floors below. They had to be replaced - and it wasn’t a cheap fix.
Once we found out this happened, we reached out to the service provider and secured a $4,000 credit for their account.
But the issues didn’t stop.
The valet porter stopped showing up, and the new one either couldn’t figure out how to operate the compactor, or kept missing pick-up in entire buildings.
The Solution
After going through three porters in about as many months, we decided enough was enough. Residents were complaining and the employees on-site had resorted to picking up the garbage themselves! The valet “services” were anything but good service.
We found them a new valet service that we knew was dependable, and are in the process of ensuring a smooth transition.
When things go wrong with your waste management, you need to have recourse. You need someone who knows the market and who will have your back when problems arise.
Resolving valet services issues are just one way we serve our multi-family clients. You don’t have to troubleshoot valet waste problems on your own! You can have reliable, experienced help on your team.
Do you have valet services at your locations? Have you run into any waste service issues in the past? Sound off in the comments below! I’d love to hear your thoughts.
What To Do With A $20,000 Waste Bill
Just a few months ago, one of our clients got an unwelcome surprise. They got their hauler invoice for the month and found that their service rates had increased not 9, not 90, but by 900%!
As you can imagine, they were somewhat less than thrilled.
They didn’t have any service or equipment changes. In fact, nothing had changed.
And yet here they were.
Just a few months ago, one of our clients got an unwelcome surprise. They got their hauler invoice for the month and found that their service rates had increased not 9, not 90, but by 900%!
As you can imagine, they were somewhat less than thrilled.
They didn’t have any service or equipment changes. In fact, nothing had changed.
And yet here they were. They paid a little over $2,000 in April, but found themselves being charged over $20,000 in May.
So naturally, they got in touch with their vendor.
Now I wasn’t there but based on what they told us, I imagine the conversation went something like this:
“Hey guys, Apartment Complex X here. There’s got to be something wrong with our invoice this month - it jumped over $18,000! Can you tell me what’s going on?”
Hauler: “Hmmm. Um, it’s a rate increase.”
“A what?”
Hauler: “A rate increase.”
“You’ve got to be joking. What kind of rate increase entails a 900% jump? That’s ridiculous!””
Hauler: “ Well ma’am, standard price increases are typical and frequently occur after a certain period of time…”
I can’t tell you what I would have said to end this conversation. But I can tell you that Apartment X got in touch with us rapidly.
And their WCI project manager jumped in immediately.
He stayed on the the haulers like a hawk to get a sound answer. After several rounds of calls, the WCI project manager was finally able to speak to someone at this particular hauler’s office who could help. And - surprise, surprise - this person told tell him that the increase was indeed due to an internal error.
But the issue wasn’t all cleared up.
The next month’s invoice came out and was not quite as high, but it was still way off. It wasn’t until the following month’s invoice came out - 2 months after the $20K bill - that the pricing was finally corrected. Our project manager fought for the client at every turn and he didn’t stop until the issue was completely resolved.
What would they have done if they couldn’t have called us? Gone back and forth with their service provider for hours and days and weeks to try to reach a resolution? Paid the invoice? Filed a lawsuit?
But they did call us. They knew we had their backs. We fought on their behalf, and they didn’t have to pay the inaccurate invoices or even accept any sort of rate increase.
This is an extreme example of something that actually happens frequently. We find errors on client bills about 10% of the time. And when we do, we do exactly what we did here - we encourage the provider to correct the invoice.
What would your staff do with an error like this? Would they have the time and resources to devote to it?
We help companies eliminate their waste worries - and prevent overpaying on hauler contracts and invoices. Learn how we can help you by scheduling a free consult today!
What Are Valet Services ( + 2 Ways to Save on Them!)
Trash valet service is when trash and recycling get picked up outside your door.
These services are typically performed at multi-family residences, or apartment buildings. Residents simply put their trash outside their door and the valet service employee picks it up. Then, they either deposit it at your on-site trash receptacle, or they take it to the dump themselves.
This service can be very attractive to potential residents since so few people enjoy taking out the trash. It’s something that can make your apartment complex stand out to potential leasers.
But like trash services, valet trash services can be overpriced. How would you know? Below, we’ll show you three ways you can save on your services.
Check out other vendors.
The easiest way to see if you’re overpaying is to ask other area vendors what they charge for similar services. If other area vendors charge way more or way less than what you’re currently paying, you’ll get a good baseline for how fair your prices really are.
Keep in mind, though, that rates are not the only thing you should compare. Some vendors may have certain clauses in their contract that would impact their overall pricing. Be on the lookout for auto-renewal clauses and language prohibiting price hikes. If vendor A includes rate caps in their contract, and vendor B doesn’t, vendor B will likely cost you more in the long run.
It’s also wise to ask vendors for references. Asking pointed questions of these references can help you understand what potential shortcomings may be. (See the video below for an example of why getting references is such a good idea!)
Rates should not be the only thing you compare! The cheapest service provider may have a terrible track record. You can also google their business and see how their clients rate them.
2. Scour your contract
It’s critical to your bottom line that your contract does not include:
auto-renewal terms
the possibility of additional fees and price hikes
zero provision for bad service
Auto-renewal terms will ensure your current contract renews. Not all contracts have the provisions you actually need to make sure you don’t overspend. You don’t want to be stuck with a bad contract!
You don’t want surprise additional fees on your invoices. And you certainly don’t want price hikes. You must have language on your contract that limits the possibility of this happening to you.
Valet services are an excellent amenity, but they’re not perfect. You need to make sure that you contract specifies that you have recourse in the event that service is not performed well, or inconsistently.
We audit our client’s valet services precisely for these reasons. It’s easy to have a bad contract and not know it. It’s easy to employ the most expensive service in town and have no idea.
Take some time to review your services to make sure they’re actually working for you.
Do you have valet services at your locations? Have you run into any waste service issues in the past? Sound off in the comments below! I’d love to hear your thoughts.
What to Do When Everything Goes Wrong with Your Valet Services
What happens when your valet services go wrong?
Valet services are a great idea, right? There are very few people in the world who actually enjoy taking out the trash - and valet services are a perfect solution.
But what happens when your valet services go wrong? What if your porter doesn’t show up? Or if he leaves garbage strewn all the way to the dumpster? What happens when this vital part of your waste management is in crisis?
It doesn’t happen a lot. We work with several really wonderful valet service providers.Their porters come on time and get the job done - and do it well.
But when problems do arise, it’s a major pain.
One of our clients just recently asked for help for this exact issue.
Valet Waste Service: The Problem
First, they had issues with having quality services. Frankly, it was gross - they were leaving streaks down the hallways, which I think we can all agree is really less than ideal.
Maintenance ended up having to hose down the hallways. This successfully cleaned up the mess, but it also damaged the lights on the floors below. They had to be replaced - and it wasn’t a cheap fix.
Once we found out this happened, we reached out to the service provider and secured a $4,000 credit for their account.
But the issues didn’t stop.
The valet porter stopped showing up, and the new one either couldn’t figure out how to operate the compactor, or kept missing pick-up in entire buildings.
The Solution
After going through three porters in about as many months, we decided enough was enough. Residents were complaining and the employees on-site had resorted to picking up the garbage themselves! The valet “services” were anything but good service.
We found them a new valet service that we knew was dependable, and are in the process of ensuring a smooth transition.
When things go wrong with your waste management, you need to have recourse. You need someone who knows the market and who will have your back when problems arise.
Resolving valet services issues are just one way we serve our multi-family clients. You don’t have to troubleshoot valet waste problems on your own! You can have reliable, experienced help on your team.
Do you have valet services at your locations? Have you run into any waste service issues in the past? Sound off in the comments below! I’d love to hear your thoughts.
What To Do With A $20,000 Waste Bill
Just a few months ago, one of our clients got an unwelcome surprise. They got their hauler invoice for the month and found that their service rates had increased not 9, not 90, but by 900%!
As you can imagine, they were somewhat less than thrilled.
They didn’t have any service or equipment changes. In fact, nothing had changed.
And yet here they were.
Just a few months ago, one of our clients got an unwelcome surprise. They got their hauler invoice for the month and found that their service rates had increased not 9, not 90, but by 900%!
As you can imagine, they were somewhat less than thrilled.
They didn’t have any service or equipment changes. In fact, nothing had changed.
And yet here they were. They paid a little over $2,000 in April, but found themselves being charged over $20,000 in May.
So naturally, they got in touch with their vendor.
Now I wasn’t there but based on what they told us, I imagine the conversation went something like this:
“Hey guys, Apartment Complex X here. There’s got to be something wrong with our invoice this month - it jumped over $18,000! Can you tell me what’s going on?”
Hauler: “Hmmm. Um, it’s a rate increase.”
“A what?”
Hauler: “A rate increase.”
“You’ve got to be joking. What kind of rate increase entails a 900% jump? That’s ridiculous!””
Hauler: “ Well ma’am, standard price increases are typical and frequently occur after a certain period of time…”
I can’t tell you what I would have said to end this conversation. But I can tell you that Apartment X got in touch with us rapidly.
And their WCI project manager jumped in immediately.
He stayed on the the haulers like a hawk to get a sound answer. After several rounds of calls, the WCI project manager was finally able to speak to someone at this particular hauler’s office who could help. And - surprise, surprise - this person told tell him that the increase was indeed due to an internal error.
But the issue wasn’t all cleared up.
The next month’s invoice came out and was not quite as high, but it was still way off. It wasn’t until the following month’s invoice came out - 2 months after the $20K bill - that the pricing was finally corrected. Our project manager fought for the client at every turn and he didn’t stop until the issue was completely resolved.
What would they have done if they couldn’t have called us? Gone back and forth with their service provider for hours and days and weeks to try to reach a resolution? Paid the invoice? Filed a lawsuit?
But they did call us. They knew we had their backs. We fought on their behalf, and they didn’t have to pay the inaccurate invoices or even accept any sort of rate increase.
This is an extreme example of something that actually happens frequently. We find errors on client bills about 10% of the time. And when we do, we do exactly what we did here - we encourage the provider to correct the invoice.
What would your staff do with an error like this? Would they have the time and resources to devote to it?
We help companies eliminate their waste worries - and prevent overpaying on hauler contracts and invoices. Learn how we can help you by scheduling a free consult today!