Jeff learned the ins and outs of the service industry early in his career while working for a national car rental company. Today at Leadpoint, he is a project manager for cart audit projects the company staffs in communities across the country. That’s also a service role.
“We service residents when we do cart tagging,” he said, “and we also service MRFs with cleaner material coming into their plants.”
Jeff and his team interact with residents at the curb. Sometimes residents get angry, frustrated or defensive when a stranger looks in their recycling bin and asks them to change what they put in it. Jeff’s approach, and the way he trains his team, is to de-escalate potentially volatile situations.
“Our employees always introduce themselves as Leadpoint employees working in partnership with the city,” he said. “When you make it personal, it starts building a relationship. Most people calm down and feel more relaxed when they understand the big picture of what we’re doing.”
Neighbors generally talk to each other, Jeff said, and when the cart audit team can build a bridge with one or two residents, word spreads. “When it comes to their recycling, people want to do the right thing but don’t know what to do,” Jeff said. “Our primary job is to educate, with courtesy and respect. 9 out of 10 times, people appreciate that.”
Whether interacting with residents, being courteous and safe around haulers, or maintaining a sense of calm, Jeff delivers service with a personal touch. The result is cleaner and safer MRFs, safer neighborhoods and more effective recycling overall.