By David Crary
[This post covers the key learnings from our 2013 Snow Industry Benchmark Report. For the most current data click here.]
We at HindSite love data. We are almost obsessed with collecting as much data as possible and analyzing it. Data brings out so much useful information if you know what to look for and how to use it. So as data nerds, we decided to send out a snow industry benchmark survey to compile information from snow removal business professionals. We gathered data such as demographics, marketing tactics, education, office and software, challenges faced, among other things.
We received over 200 completed surveys from snow removal professionals and compiled the data into a Snow Industry Benchmark Report. The answers provided were extremely enlightening and useful not only for a snow removal software company, but also for all snow removal professionals.
With all of this information, HindSite decided to host a free luncheon in Minneapolis at the end of this week to reveal the results with snow professionals. To give you a little sneak peak of what information our luncheon will provide, here are 8 pieces of advice given by snow removal professionals to help others in the snow removal industry.
- “Join SIMA and learn as much as you can about snow removal. There is a lot more to the snow removal business than just a truck and a blade. Make sure you have proper insurance and contracts that cover you and your customer in case of a problem.”
SIMA is one of the best associations a snow contractor can join. They provide unlimited amounts of useful information, as well as provide one of the top field service industry shows HindSite personally have ever been to. - “Pace yourself. Growing too fast or taking on accounts that are too large can cost you more than you will make.”
This was reiterated many, many times in our survey results. People try to take on more than they can handle and end up in a world of trouble. The snow industry relies on one, unpredictable factor: The weather. Attempting to have too many trucks, taking on too many services, or simply just rushing in can really hurt your business and its reputation. Like this wise individual said, “Pace yourself.” - “Be very much in contact with your clients often which does 2 things. It helps you make sure you are doing your best and they also help you by word of mouth get new clients.”
Being in contact with customers is a great way to find out how you are doing. Your customers appreciate that you are checking in on them and keeping them up to date and you gain valuable information on what you are doing well and what you can work on. - “Providing as much as possible eliminates the potential of having to lose a customer due to something minor. Again, not getting ahead of yourself allows you to offer more to the customer.” -When referring to services provided.
Since the snow business is so unpredictable, providing all possible services associated with the snow industry is really your best bet. You may have to take it slow at first, but working your way up to providing all services, either by hiring experts or subcontractors, is in the best interest of your company. Your competitor may provide all services and be a one-stop shop for your customers, so you need to be prepared and on top of your game. - “The best advice comes from industry peers who have learned the hard lessons. If those in your market will not share, connect with people in other markets.”
If you are just starting out, or looking for a little guidance, the consensus seems to be to talk to peers within your industry. They know firsthand what to expect and can even help you plan for the unexpected to some extent. Like this individual stated, if you cannot find those in your own area that are willing to help you out, reach out to those in other areas. You won’t regret the knowledge you gain. - “Don't give it away, cheaper is not always better.”
We have heard this common phrase among many of the field service industry professionals, but it never hurts to reiterate. Be proud of your business and the services you provide. Lowering costs to gain customers means you are selling yourself short when it comes to the customers you really want. The customers looking for a cheap service are most likely not worth your time or energy, while those willing to pay what your work is worth can see the value you provide. - “Make sure you have good people in place and that you have the ability to document everything.”
The snow industry is one of the toughest industries. It can wear down even some of your best employees with the long hours and late, cold nights. You may need to reevaluate who you have working on the snow side of your business to ensure both the customer and employee are pleased with the job. Having a snow removal software program will also greatly help when it comes to customer and employee satisfaction. The ability to track and store employee hours, customer information, and crucial data is key to a successful and efficient business. - "Always have a back-up plan for failed equipment.”
And we will extend this to be even broader to say always have a backup plan! Many professionals in our survey said to have at least one backup plan if not 3 or 4. When a storm hits, you need to be ready to at the drop of a hat. Failed equipment or a guy out sick will make the job even tougher than the conditions usually are. Multiple backup plans will keep the stress levels low and your customers happy.
Check out this year's report!