Providing Real Value: Saving Time, Money, and Stress

Every company that has ever thrived either provided value to their customers or, at the very least, convinced their customers that they did. Microsoft and Apple are prime examples of companies that provided value to customers. Computers and their operating systems have rearranged the way people think, work, and play. They both have made people more efficient and valuable. On the other end are products like HeadOn, a wax stick that is marketed for headaches. A bizarre commercial and claims of relief convinced many people to buy the product. The only problem, according to headache experts, is that the makers have been unable to provide evidence that it works.

At Zters we put value at the forefront of what we do. We felt that it was so important that our logos read: “Zters Waste Value” (take a look at the top of the page). We would not exist and would not want to exist if we did not provide value to our customers. Our value is largely created through our specialization in the waste industry allowing us to leverage our expertise and save our customers time and money, while reducing stress. We have developed relationships with thousands of companies across the country and maintain a database evaluating industry services based on hundreds of thousands of transactions over nearly a decade in business. For example: “Always email this vendor to support service requests. The vendor has a habit of denying that service was scheduled and refusing to honor it.” A working history with so many service providers allows us to avoid potentially costly service problems for our customers by shoring up the deficiencies of the company.

We also add value by working diligently to learn the business of our customers. Zters maintains a database of every customer and how often they need service on dumpsters, toilets, or any other service. We can analyze your needs over time so we are providing the right level of service for you rather than charging for services you don’t use.

Instead of going on and on about the value we provide, I will let a customer do the talking:

This group is different.

Zters – has been with us for roughly a year and it has been wonderful. Dan is our one point of contact for every waste company now, he handles billing, tenant complaints, dumping issues, and everything in between.

Outside of negotiating down rates with the service providers and making sure we are in URO compliance – Dan is my one contact. I call him anytime I need anything done waste-related.

We’ve used waste hauling savers before but they only try to get us discounts on service and I still have the remaining issues; Zters is different.

I don’t know what you guys use for waste vendor management but its freed up at least 5-10 hours a month for me and there isn’t an additional cost for the tenants.

 

We like to tackle our customers’ problems head on so that we are continuously providing value, but we have no desire to emulate the business model of HeadOn, convincing customers to spend money on a hope that there might be value. Our goal is to provide tangible value to all our customers whether that value is from saving time, reducing stress, or saving money.

Transparency in Pricing

At Zters we pride ourselves on the transparency of our pricing. Our customers should always know exactly what they are paying for and how we calculate those charges. However, not all companies share our desire for transparency.

In the Waste Industry, many companies try to obscure the true cost of using their services. A sales person might inform a new customer “your dumpster will be $350 for the first week. The price includes 4 tons of disposal fees, fuel and environmental fees, and applicable taxes.” A careful customer would ask “how much are the fuel and environmental fees?” The sales person would not be able to give an exact answer. The method of calculating fuel and environment fees is a black box, a proprietary formula, a trade secret. The sales person will try to convince the customer that it is a method of directly tying the costs of providing service to the customer’s cost. If fuel prices go up, the cost of a dumpster goes up and if the fuel prices go down, so do the customer’s cost. The reality is, the fees are potentially arbitrary and rarely, if ever, go down.

WCA Waste Corporation was recently sued precisely because their fees appeared arbitrary. The plaintiffs, representatives in a class action law suit, argue that the fees are “arbitrary and unconnected to either the fuel or environmental costs associated with local waste disposal.” Importantly, while disputing the plaintiff’s argument, WCA does not dispute (the link has been removed) that the fees are not intended to tie the expense of service to the customer’s cost. WCA’s website states that the fees are “intended to address the overall fuel costs and expenses incurred by WCA and its affiliates and to achieve an operating margin acceptable to WCA.” In simple terms, the only purpose is to ensure they make sufficient profit.

On June 13, a Federal Court listened to arguments on whether a class action settlement, obligating WCA Waste Corporation to pay $5,250,000 to class participants, should be approved. Soon, if the settlement agreement is approved, thousands of WCA customers will be eligible to claim a portion of the pool of money. Like the fuel and environmental fees themselves, the division of the pool of money is somewhat arbitrary. Customers who spend the time to file a claim will be reimbursed pro-rata (proportional to the number/value of claims filed). If many people file, the reimbursement will be small. If a few people file, the reimbursement could be large. A careful customer would ask “how much am I going to be reimbursed.” However, nobody will be able to answer.

At Zters Waste Value, our motto is Fair. Simple. Reliable. Fair: we want our customers to know that when they work with us, they will be quoted a price directly tied to our costs. Simple: our customers do not need to consult a fuel and environmental fee table and cross reference Department of Energy diesel price projections to find out what they will be spending. We break down our costs into easy to understand categories: Rental, Disposal Fees, Pick-up, Delivery, and of course Taxes. The costs are explained up front at the time of the order. Reliable: we work with the best in the business to make sure that your business, home remodel, or job site receives the same excellent service this week, next week, and all the weeks that follow.