1. Laura J. Weber President The Lydia Company Serving our clients to build a better tomorrow

2. Laura J. Weber  Management structure  Job descriptions  Policy & procedures  Facility & equipment maintenance  Traffic flow  Customer Service The Lydia Company Serving our clients to build a better tomorrow

3. Laura J. Weber  Structure will depend on type of facility, services offered, number of employees, & Tribe’s organizational structure The Lydia Company Simple Complex Requires less management structure and less employees Requires more management structure and more employees Serving our clients to build a better tomorrow

4. Laura J. Weber  Structure may evolve with time  SRMT Example: The Lydia Company Assistant Div. Director Program Manager Operation Staff Billing Clerk Serving our clients to build a better tomorrow Assistant Div. Director Operation Supervisor Operation Staff Billing Clerk Program Manager

5. Laura J. Weber The Lydia Company Serving our clients to build a better tomorrow Assistant Div. Director Operation Supervisor Operation Staff Billing Clerk

6. Laura J. Weber  Assuming transfer station is new, you’ll need to develop job descriptions for each staff position  Can work with the Tribe’s human resource department to develop  Set wage scales according to Department of Labor’s prevailing wages for the job type in your state The Lydia Company Serving our clients to build a better tomorrow

7. Laura J. Weber  You may need to develop policy & procedures for your transfer station  Things to think about:  Reporting  Beginning & end of day procedures  Screening incoming wastes  Best management practices for handling wastes The Lydia Company Serving our clients to build a better tomorrow

8. Laura J. Weber  Things to think about:  Hours of operation, security, customer service  Safety  Traffic control  Incident reporting  Equipment maintenance  Financial aspect of operations  Log books The Lydia Company Serving our clients to build a better tomorrow

9. Laura J. Weber  Maintain a log book for each piece of equipment at your facility  Maintain a log book for the facility  Designate staff person to develop and execute maintenance schedule for all equipment. Record all work in log books.  Some GPS tracking software packages allow you to set up service alerts The Lydia Company Serving our clients to build a better tomorrow

10. Laura J. Weber  Best design is one that allows for one directional flow and minimizes backing up  Site conditions & design may dictate flow  Use signs to let customers know where to go The Lydia Company Serving our clients to build a better tomorrow

11. Laura J. Weber The Lydia Company Serving our clients to build a better tomorrow

12. Laura J. Weber The Lydia Company Serving our clients to build a better tomorrow

13. Laura J. Weber The Lydia Company "Customer service is the ability to provide a service or product in the way that it has been promised“ "Customer service is about treating others as you would like to be treated yourself“ "Customer service is an organization's ability to supply their customers' wants and needs“ "Customer Service is a phrase that is used to describe the process of taking care of our customers in a positive manner” "Customer Service is any contact between a customer and a company, that causes a negative or positive perception by a customer“ "Customer service is a process for providing competitive advantage and adding benefits in order to maximize the total value to the customer“ "Customer Service is the commitment to providing value added services to external and internal customers, including attitude knowledge, technical support and quality of service in a timely manner“ "Customer service is a proactive attitude that can be summed up as: I care and I can do Source: http://www.customerservicemanager.com/definition-of-customer-service.htm Serving our clients to build a better tomorrow

14. Laura J. Weber  My definition: serving customers in a manner as I would want to be treated.  Why do we want to serve?  Acquiring a new customer can cost 6 or 7 times more than retaining an existing customer.  Businesses who boosted customer retention rates by as little as 5% saw increases in their profits ranging from 5% to a whopping 95%. Source: Tom Gray, November 29, 2006 http://www.gemsolv.com/wordpress/2006/11/customer-acquisition-vs- customer-retention/ The Lydia Company Serving our clients to build a better tomorrow

15. Laura J. Weber  Customers are people “70% of our decision to buy is based on how we are treated as people…It is the ‘human touch’ that stands out in the mind and memory of the customer” Source: “Customers Are People-:The Human Touch” John McKean, Chichester John Wiley & Sons, Ltd. (UK) 2003  Customers want & need understanding and is based on 3 primary human needs:  Acknowledgment, Respect, & Trust The Lydia Company Serving our clients to build a better tomorrow

16. Laura J. Weber  “How and why customers choose to buy, both initially and follow-on customer purchases, is eloquently simple. Here is a snapshot of how customers buy as ‘‘people’’ (through their eyes):  Build trust in me so I feel buying your service is the best decision for me  Acknowledge me and my importance to you  Respect me and my needs  Initial trust is either confirmed and strengthened or is disproved and decreases based on the customer’s experience” Source: “Customers Are People-:The Human Touch” John McKean, Chichester John Wiley & Sons, Ltd. (UK) 2003 The Lydia Company Serving our clients to build a better tomorrow

17. Laura J. Weber The Lydia Company Serving our clients to build a better tomorrow

18. Laura J. Weber The Lydia Company Serving our clients to build a better tomorrow Laura J. Weber President The Lydia Company 315-212-0439 laura@thelydiacompany.com Connect With Me: www.facebook.com/TheLydiaCompany www.twitter.com/Laurajweber www.linkedin.com/in/laurajweber