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Service Standards

RESIDENTIAL SERVICE STANDARDS

 

Safety and Appearance

  • We will work safely to protect ourselves, our customers and the public.
  • We will wear proper and appropriate personal protective equipment.
  • We will wear clean uniforms and clothing at the start of each day.
  • We will take pride in the appearance of our vehicles and in our workplace.

 

 

Service and Delivery

  • All routes will be serviced on the day they are scheduled.
  • Any missed service will be picked up by end of the current day as long as the call is received before 4:00 p.m.
  • Drivers will maintain the physical route and route sheet and will be responsible for reporting all needed repairs/replacements of containers on their route.
  • All blocked containers will be called into dispatch, and dispatch will log it into the proper route immediately.
  • The delivery of containers for new service will occur either on the day requested by the customer or within the next business day if the call is placed prior to 4:00 p.m. and the customer executes a signed service agreement.

 

 

Communicating with Our Customers and Employees

  • We will communicate in a professional manner with all customers and fellow employees.
  • Our Customer Care Team will provide a “One Call Does It All” approach to our customer’s inquiries.
  • We will be flexible every day with the utmost goal to support our customer.
  • If the customer is acting in an unprofessional manner, we will engage a manager to ensure our employees are treated with dignity and respect.
  • We will have total communication within and between departments to support customers and differentiate our service.

 

 


COMMERCIAL SERVICE STANDARDS

Delivery of New Containers

  • All containers will be clean, fresh and clearly marked with company decals and phone numbers.
  • Delivery will be made on the due date.
  • Delivery paperwork turned in by 5 p.m. may be scheduled for next-day delivery.

 

 

Roll-Off Haul Requests

  • Guaranteed next-day service; however, same-day service will be given if possible.

 

 

Extra Pickups and Overloaded Containers

  • Guaranteed next-day service; however, same-day service will be given if possible.
  • Driver will call the Asante Waste Management dispatch office and ask dispatch to notify the customer of an overloaded container and educate the customer regarding safe capacity levels.

 

 

Blocked Containers

  • Driver will attempt to service blocked containers by speaking to someone on-site or calling the Asante Waste Management dispatch office to notify the customer of the blocked container.

 

 

Emptying Containers and Spillage

  • If waste comes out of a container while it is being emptied, the driver will pick it up.