Dumpster Diving: A Surprising Strategy for Success

When property manager Rebecca Stum met with an account manager from the environmental waste management company CleanScapes, she expected a quick review of the trash arrangements for her company’s 35 properties. What she didn’t expect was for the representative to go dumpster-diving.

“I was really surprised when the representative, who wore a cute skirt and heels, put on rubber gloves and sifted through our trash,” says Stum, who works at Allegra Properties in Seattle’s Belltown neighborhood. “We spent two hours touring our trash facilities as she pulled out recyclable items and explained that we could reduce trash removal costs if we educated tenants about recycling.”

Why CleanScapes Stands Out

CleanScapes’ commitment to superior customer service, including their attention to detail, played a key role in its rapid growth. The company was named one of Inc magazine’s fastest-growing private companies in 2011.

Exponential Growth

Founded in 1997, CleanScapes initially provided subscription-based environmental services such as graffiti removal and litter control in Seattle’s Pioneer Square. The company expanded into solid waste and recyclable collection, growing from $4 million in revenue in 2007 to nearly $50 million in 2010.

What fueled this exponential growth was CleanScapes’ innovative programs like the Dumpster Free Alley project, which replaces dumpsters with daily bag collection to keep alleys clear. The success of this program led to the creation of Seattle’s Clear Alleys Program.

City Contracts

In addition to its impressive growth, CleanScapes secured several city contracts. After winning waste service contracts for three municipal areas, the company’s workforce expanded dramatically from 25 to 300 employees.

John Taylor, CleanScapes’ community and government affairs manager, noted, “When we won the municipal contracts, we dramatically expanded the scope of our operation, undertaking one of the biggest U.S. garbage contract transitions in the last several decades.”

Motivated Employees

The company attributes its success in customer service to its motivated workforce. CleanScapes fosters a positive employee culture by clearly communicating its mission and goals, and providing employees with the necessary tools for success.

• Employees are encouraged to voice their opinions during weekly management meetings.
• Advanced technology, such as 360-degree cameras on trucks, helps track the service quality.
• The company has a flat management structure that connects employees directly to leadership.

Lofty Goals

CleanScapes’ success story is also driven by bold goals set by its president, Chris Martin. The company plans to secure garbage contracts in every suburban city in King County.

“When you set formidable goals, what’s the worst that can happen?” says Taylor. “If you achieve half of your goals, you’re better off than you were before.”

A freelancer since 1985, Julie Bawden-Davis has written for many publications, including Entrepreneur, Better Homes & Gardens, and Family Circle. Julie blogs via Contently.com

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