A production organization should be staffed and organized so the entire operation is a support system for the production workers and production units.  Sidewalk snow removal should be viewed as a production oriented task.  The functioning production organization should be structured so that management will not interfere with production - sometimes a rather significant problem in an organization that leans towards micromanaging every piece of the operation. 

Production workers perform best when they are managed as team members, or athletes, rather than laborers.  They need specific goals set for each production period (or snow event).  The company standard (either the contractor’s standard or the customer’s standard) for performance must be demonstrated by the crew leader.  The procedures leading to the standards must be taught while a snow event is taking place, thus putting even more pressure on the crew leader and production workers.  Unfortunately, snow events in some areas of the country are few and far between, thus making retention of the production principles even harder.  However, if it was easy - everyone would be doing it.

Most people want more than a paycheck for a day’s work.  Part of management’s responsibility in a production organization is to help each player on the team to build self esteem.  This is how profits are derived - not by being a slave driver who constantly is “pushing” without “teaching”…….

Here is another, more comprehensive article about what has occurred in Massachusetts.

Click here: With historic decision, SJC changes the rules on snow removal - The Boston Globe

Read the attached article at the link supplied.  This is a very bad decision for the snow contractors in Massachusetts.  This means many, many more lawsuits and the snow contractors premiums will reflect the activity – I fear.

This is NOT a good day for snow contractors.  Soon, other states will cite Massachusetts as a ‘standard’ and will likely attempt to put the same “test” in their states……

http://www.bostonherald.com/business/general/view/20100726mass_court_owners_must_clear_snowy_walkways/

Most snow related production workers who are attracted to our industry like to work outdoors, or are doing snow removal as part of a year round activity that includes landscape or property management.  Normally they do not object to physically demanding work.  However, we must provide them with the proper tools to do their job as snow related tasks are (by nature) much more physically demanding than landscape maintenance related duties.  They may need a pay differential for winter type work which often means working in conditions that are intolerable to others in the workforce.

What specific traits should we look for when hiring a production person to work under an experienced crew leader??  After the basic requirements have been met, look for the person that needs to be active at all times and who appears to be bursting with energy.  The production worker we look for usually has little regard for detail and is difficult to train in the classroom.  They learn by doing and are good candidates for on-the-job training, provided the objective is getting them to take action, not improving their knowledge.  The sad reality is most true production people on sidewalk snow removal crews, leave our industry because we do not see ourselves as managing a production operation.  This is true even in landscape management operations as well as snow removal operations.

Understand, these folks are “different” because of the work they do.  They must be treated with the same respect we give landscape maintenance crews and administrative folks.  Remember - with out them - YOU would be clearing sidewalks…….

When it comes to sidewalk snow clearing production, we need to evaluate the importance of the production worker.  It is difficult, at first, to accept the reality that the production worker in snow removal operations (often the lowest paid and generally an on-call part time employee) should be the focal point of our management systems.  A production unit for sidewalk snow removal is a crew that includes labor, equipment, material, and transportation.  The labor for one production unit usually consists of one crew leader (or working foreman) and one or more crew members.

The crew leader has emerged from the eighties and nineties, as the specialist of the new millennium, with an expanded role in managing the snow removal on sidewalks and ice melting on any specific site.  The difficulty and expense of communication links and direct supervision of mobile service crews, coupled with the need to have an experienced, knowledgeable employee on the property at all times (as is the case with most on-site crews) has reshaped the value and job description of the traditional working foreman or crew leader.  Organizations that recognize this expanded role for the crew leader will streamline their organization by eliminating the middle managers and production supervisors.  They will redistribute these assets all the while upgrading the role of the modern day sidewalk crew leader.

Managing performance in snow and ice management organizations (whether in on-site situations, or multi location accounts) is a complex issue.  It involves all of the components of productivity.  In most organizations, people are hard working… or at least they believe they are.  Announcements of productivity increases will most likely be interpreted by your people as a demand for the front line worker (specifically the sidewalk snow removal workers) to work harder.  This is not true.  We want them to work more effectively and be more accountable for the results of their efforts.  This is true not only from the standpoint of the contractor - but also from the viewpoint of the customer.

People are, by nature, territorial.  We tend to accept responsibility and be more accountable when our territory is defined.  It is difficult for the worker(s) to mentally get their arms around their territory, zone, or responsibility because in snow and ice management the areas are so large - or are so removed from each other.  It is also difficult for management to keep track of performance until everyone knows and understands the outline of the territory(s).

Sidewalk snow work is a people intensive activity.  Most payroll dollars go to production people as a percentage of the whole labor dollar outlay.  The labor intensity of sidewalk snow removal has improved in the past, and the percentages may change in the future, but people power will be the heart of the business for years to come.  We have not been able to substantially reduce the man-hours per lineal foot of walk, even in the light of improved ice control materials, and more sophisticated, state-of-the-art equipment.  In fact, it is a proven fact that a man with a hand ‘snow-pusher’ is considerably more productive than a man with a snowblower in snowfalls of less than 8 inches in depth.  No relief in the near future for the labor intensity of our industry is a frightening thought.  The current economic conditions not withstanding, the US Department of Labor has confirmed our fear that the pool of available workers is shrinking and will get even smaller in the future.  The Industry will continue to experience more companies (mostly competitors) chasing fewer available workers – or, more accurately – less people willing to do this type of manual labor.

We must plan accordingly.

When talking with potential customers, extol the virtues of dealing with your company.  If you are a large contractor with a large fleet of equipment, you might point out that there is no excuse for not showing up on time (if enough snow falls soon enough to allow you to complete the plowing in the allotted timeframe).  You probably have mechanic on staff (or readily available) to get breakdowns fixed quickly so that the equipment is back up and running in short order.  You may have a full time dispatch team to insure that ‘special requests’ can be addressed in a timely fashion.

For small contractors, sell the fact that you don’t have a large number of customers – so that every customer gets “personalized service”.  You don’t have to keep track of a large contingent of trucks, so you always know where everybody is working.  Personalized service means that you care about that customer’s needs, almost exclusively.

Don’t hide the fact that you are making a profit at providing snow management services.  While it may seem like everyone is plowing snow, the fact is you are in the minority.  You provide a necessary service that requires specialized equipment, special talents and tremendous dedication to your customers.  Customers should be glad you are there – ready and willing to provide services under terrible, and often unsafe, conditions.  Sell these benefits of dealing with your company, no matter what size fleet you run.

Most importantly, keep in mind that you are in the snow and ice management business year round.  While most of our customers only think of snow just before the season, we should be thinking about snow all year long.  When you are asking about the landscape maintenance business or tree care business, or sweeping services, ask about the snow business too.  When you do a landscape installation (or irrigation installation, paver installation, etc.) ask who does the snow removal.  Are they happy with the service they are receiving?  If they say yes – then that is good for your customer.  Tell them that they are lucky to have a good contractor, but if they become unsatisfied, or if the incumbent stumbles, could you please have the opportunity to secure the business?  Also, if they are happy with their current contractor, ask what they are being charged.  If for no other reason than to see what the competition is charging, you should always ask.  It’s no threat to the incumbent as you know that your customer is satisfied.  Then write down this number somewhere where it will not get lost.  In a couple years, if you get a call to quote the work, you will have some idea “where the numbers are at” for that particular customer. 

For those contractors that are in the plowing business to make a profit, it is a high profit center that gets considerable attention throughout the year.  You probably don’t have a problem quoting new landscape business in January.  You shouldn’t have a problem quoting snow business in June and July either.

My friend, Alan Steinman passed away today (July 5^th).  He was surrounded by his family as he went back to the Lord.  Alan was a man of tremendous integrity.  He will be missed greatly by those who knew him well, or had opportunity to work with him in his business and/or in SIMA.

I am glad he is no longer suffering, but sad to lose a close friend.

The 4^th of July.  Independence Day.  In the revolution against England – 25,000 men and women gave their lives so that we might all live in a country whereby religious freedoms are important, the ability to start and run fledgling business’s is encouraged, and where we can (essentially) live free of tyranny and oppression.  Of course, some will say we are oppressed by the US Government today, but overall it is better than the alternatives.

We should all be thankful for the sacrifices made by those who came before us so that we might have the ability to pursue our dreams to the best of our ability.  I have been one of the fortunate ones, to be able to chase my dreams and become comfortable with my efforts.   Having a loving wife who has tolerated my penchant for pushing the envelope in chasing my dreams is something all men should hope to have.  This particular Holiday allows me to think of the benefits of good parents who did an outstanding job providing a home and food for myself and my sister.

We are indeed fortunate to live in the United States of America.  Do we have problems and issues?  You bet we do.

I have had the good fortune to have visited 36+ countries in my travels for Snow Dragon.  I spent a considerable amount of time in Russia.  The Russian people are wonderful, loving and enduring.  When I am asked what my impressions of Russia (and Russians) are – the first thing that comes to my mind is ‘the look in their eyes’.   It is rare that I share this with others as the first description of the country and its occupants.  However, the look in the eyes of Russians (generally speaking) is dull and gray.  For me, it is a lack of “freedom” in their eyes.  You see lots of eyes in the USA – and that look of oppression is just not there in the USA.

It feels good to be here and to be an American.  Don’t misunderstand the sentiment – I’ve seen some VERY ugly Americans in my travels.  Arrogant, rude, and unruly sometimes.  But, I still believe this is a great country, and I am privileged and blessed to live here.

Happy Birthday to the USA !!!!