A&G The Road Cleaners LTD

More than a quarter of a century ago, Abraham Tsherna founded the A&G The Road Cleaners LTD company on a simple business philosophy. That premise is that customer service is the key to success, and after 32 years of successful growth and operation, A&G is the existence proof of his theory.

For A&G, the standard is, as they say, “Complete customer satisfaction.” In reality, that’s a tough standard to live up to. After all, there will almost always be one customer who refuses to be happy, who believes mistakes can’t be remedied, or who just wants to complain. In the street sweeping business, the answer generally is that you stay on the job until the customer likes what they see, and with A&G, that’s ground zero.

Street Sweeping in a Tough Market

Curbside beautification in Toronto, Canada is not an easy market to get a foothold on. The visibility and the curb appeal of a business are among the most important assets local-level businesses have. As any such business owner in that city knows, the customer has a lot of options, and if your parking lot looks dusty and the one next door doesn’t, then you can guess who’s getting the business that day.

Obtaining a competitive edge in an industry and market like that means you need to take customer service to the next level. So how does A&G do it?

A&G’s Above & Beyond Service List

Having a comprehensive list of “can-do’s” is a good start, and that’s where A&G really shows its strength. After all, suppose you’ve swept a parking lot and the customer isn’t happy. Suppose, further, you haven’t got the tools needed to deal with the mess they want to be cleaned up or the detail they want attended to.

What do you do? You either call a 24/7 equipment rental service and eat your losses or drive away, hat in hand. A&G’s long list of services reduces the risk of this scenario to a minimum.

• Street & Parking Sweeping
• Street & Parking Flushing
• Power Washing / Water Supplies
• Sewer Cleaning & Hydro Excavation
• Tilt, Load & Float Services
• Municipal Snow Plowing Services
• Dump Trucks
• Disposal Bins
• Site Cleanup
• Water Trucks

Anyone who knows much about the road cleaning and street sweeping business knows most of these services are par for the course for a business like A&G. But what’s not obvious is the fact that there’s so much overlap between these services as to approach overkill. This is where A&G gets interesting, where the company’s strong customer service angle wins the day.

The way to deliver robust customer service capabilities is to have more than one way to accomplish the same task. For a street sweeper/washer company, this means building functional redundancy around sweeping. To this end they have;

• Street & Parking Sweeping
• Street & Parking Flushing
• Power Washing / Water Supplies
• Site Cleanup
• Water Trucks

The above services are designed to accomplish the same task. But they do it in different ways, hitting the problem from different angles, and using different tools and materials. So if one service doesn’t complete the job, the next one will. It’s a bit like using a Swiss Army knife for a single task. If one tool doesn’t do the trick, you have at least four other ways to tackle it.

So, a more complete analysis of A&G would be to say that they offer multi-faceted street cleaning plus;

• Tilt, Load & Float Services
• Municipal Snow Plowing Services
• Dump Trucks
• Disposal Bins

But, of course, that’s not all. They also have Sewer Cleaning & Hydro Excavation. This is generally far from the to-do list of the average street-sweeping company. It is A&G’s final ace in the hole, ensuring that no customer goes unsatisfied.

You might be thinking that all this variable angling for a strong customer service value proposition is coincidental. That does happen in this industry, but A&G themselves say,

“No other road cleaner in Toronto can match the breadth of our offerings, which now includes […]”

In our opinion, that conclusively shows that they know what they are doing and they are doing it on purpose.

The Philosophy of Robust Customer Service

Every business needs to have a customer service philosophy built into the fabric of the organization. For many street-sweeping organizations, that means repeating work as a matter of course. This is where A&G rushes into the gap. Rather than relying on a single value proposition, they have a handful of them ready to deploy.

As Abraham Tsherna would tell you, “We have multiple solutions ready to deploy.” If one does not do the trick, you utilize the next and proceed until you’ve exhausted your options or the job is done.

But of course, that’s not the end of the customer service cycle. It ends after the customer says he is satisfied. That means when you get that call where they say you missed something, you can go two ways. You can throw up your hands in exasperation, or you can say, “Oh yeah, we have something for that.”

A&G takes the latter, and its growing customer base shows it.

Sources

https://www.theroadcleaners.com/