Issue link: http://psai.uberflip.com/i/954585
W EEKLY EDITION MAR 14, 2018 How to Change the Public's Perception of Your Company: Part I …continued By PSAI Executive Director Karleen Kos So the beginning of your brief statement might read something like, "Last weekend [our company] provided portable restrooms at the [event]. We strive to deliver a valued alternative when indoor toilets aren't available, and this ti me we didn't earn your respect. We placed 200 units in 10 locations throughout the event grounds, and we serviced them before each day's events got started. It wasn't enough. Our industry has standards for the number of units that should be provided at e vents like [this one] and the service that should be provided to maintain them properly. The Portable Sanitation Association International (PSAI) has developed these guidelines to promote health and safety, and to ensure users have an acceptable experience . You can learn about the standards at www.psai.org . Although we informed [the event planners] about these standards, [our company] ultimately agreed to provide fewer units (and/or less service) than the standard recommends. We regret that some attendees t hen had an unpleasant experience when attempting to use the units. " Demonstrate improvements and high performance, and then wrap it up Once you have owned responsibility and explained the situation, demonstrate improvements you have undertaken – or that y ou plan to undertake - to remedy poor past performance. • If the problem was due to the conduct of an employee, state what you are doing about that to the extent you are able. "Our trucks are large, and it requires great skill to maneuver them safely. We w ill be re - training all of our staff in close - quarter turns in order to avoid future incidents like this one." • Discuss how new processes have been put into place to ensure accidents or other poor outcomes will be prevented in the future. "We are reviewing our event procedures, and we expect to have an attendant on site at large events in the future so that problems can be addressed immediately. We will also be discussing contracting procedures with our sales team to ensure minimum industry standards for un its and placement are met or exceeded in all future contracts." To wrap it up, show metrics proving this situation was an anomaly if you can. "Over the years [our company] has earned an average of 4.6 out of five stars on Google reviews. We will be strivi ng to ensure our future performance is worthy of this rating, and to constantly improve." If you have no credible positive history to cite, modify this to say something like, ""Some of the best portable sanitation companies in the world earn four or mor e stars from their customer s . Going forward, we will be striving to ensure our future performance is worthy of these high ratings and to constantly improve." P AGE 3 CONTINUED ON PAGE 4