Once you’ve selected your snow and ice removal provider for the season, good communication will be critical to the success of your relationship—and your program. So, it’s important to ask about communication practices during your selection process. These commercial snow and ice removal communications best practices will help make sure your expectations are met for a successful snow season.
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Commercial Snow and Ice Removal Communications Best Practices
Confirm internal expectations
Clarifying your communications needs internally before spelling them out in your RFP will help guarantee everyone’s goals and expectations are aligned. Invite integral stakeholders at every level to weigh in on what they want to hear from providers (and when) to keep operations moving smoothly. It’s also important to identify who will need to receive communications during snow season so that proper distribution lists are created upfront.
Document expectations in your RFP
Once internal stakeholders have provided their input, build your ideal communications plan and include it in your RFP. And remember that communication isn’t one-sided. Yes, your provider will be responsible for a lot of communication, but you’ll need to express details up front including:
- Complete property list with addresses/locations;
- Up-to-date site maps and push maps that tell servicers where snow should be removed and where it should go;
- Priorities regarding which areas of your property should be cleared first; and
- Location opening times and/or deadlines for snow removal.
RELATED ARTICLE: 7 MUSTS FOR YOUR SNOW & ICE REMOVAL RFP >
Verify preferred communication methods and channels
How do you prefer to receive snow and ice removal communications? For example, will you communicate mostly via your technology portal and email, with calls as needed for pre-storm communications or issues that arise? Will your provider be working only with you, or will they be communicating directly with on-site personnel at the various sites to be serviced as well? Consider creating and sharing communication charts for both parties that include contact information and escalation steps to help ensure effective, direct and timely communication.
Ask about pre-storm communication practices
When a storm is approaching, you need a provider who can deliver consistent and timely pre-storm communications. Spell out how you want them to communicate, from keeping you up to date on the latest weather conditions and potential risks to reviewing protocols and the actions being taken to safely clear your properties. If you or your internal teams require updates following a snow event, include a request for post-storm communications that include snowfall accumulation levels in your RFP as well.
Discuss ongoing communication
Communicating regularly with your provider throughout the season ensures you’ll know when your sites are cleared and helps prevent surprises during your postseason inspection. Be sure to include this expectation in your RFP, from real-time communications to regularly scheduled updates on services being provided on your properties as well as any service failures or complaints. Let potential providers know when you expect to hear from them and how often.
Hold a preseason meeting
Start off on the right foot before snow season even begins by meeting with your snow and ice removal provider. Beyond confirming logistics and service expectations, it’s also an opportunity to establish clear communications paths from the start. Building a solid working relationship with your provider from the outset helps the communication flow once snow falls.
By detailing your expectations and preferences for consistent communication up front, you can rest assured that your provider is well-prepared to handle your snow and ice removal needs and help head off any serious communication missteps during the season.
Get More Details on Snow Removal—and Chain Store Maintenance
Learn more about best practices for communications (and other snow and ice removal considerations) in our eBook, Snow Removal Best Practices for Before, During and After the Season. Looking for a trusted snow and ice removal provider? Chain Store Maintenance – an MCS Company, can work with you to meet your commercial snow removal needs. To request a quote, contact your Chain Store account representative or email CSMsales@ChainStore.com.
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