The key to success at one New England landscape maintenance and snow removal company is placing everyone on equal footing, regardless of their role within the organization. 

“I feel like we treat everybody on the same level, as a true team. We respect everyone,” says Brian Campedelli, president of Pioneer Landscapes in Massachusetts.

When it comes to snow and ice management, the company works primarily with commercial clients such as doctor’s and lawyer’s offices, banks and large shopping centers, and properties such as a local beverage facility. 

Always full service. Snow removal has been part of the company’s service offerings since it was founded by Campedelli in 1989. Now, the company is pulling in an annual revenue of about $3 million.

“I always try to offer full service, so one vendor, meaning me, for everything a property needed,” he says. “We had quite a few commercial (clients) in East Hampton when I first started, and they wanted the full gamut from spring clean-up, mowing, fertilization, snow removal, so we priced it all right into one.” 

In the Northeast, the white season starts as early as October and the last storm can be as late as mid-April, he says.

“It can be a pretty long season, but we’ve also had seasons where we’ve had three storms. Typically, I think we average around 55 or 65 inches of snow,” Campedelli says. 

Preparing for the season begins about two months prior to that first projected snowfall, with mechanical checks to equipment.

“We want to touch every piece of equipment. We go through and grease parts and change the fluids, and tune-ups or whatever is needed,” Campedelli says. 

Team development. During the green season, Pioneer Landscapes employs about 35 people. That number jumps to as many as 90 in the winter, depending on the season, Campedelli says.Subcontractors with their own vehicles are brought on and seasonal workers are hired for shoveling and salt application. 

“We do bring on subs to help out, a couple with their own vehicles, and then we do hire lot of ‘seasonals’ for shoveling work. They are hourly, unless one guy comes in with his crew, then we sub him out and send him a 1099, and he obviously pays all his people,” Campedelli says. 

Most of the winter workers at Pioneer Landscapes come back year after year. 

“We’ve had a really good crew for a lot of years. We stay in touch year-round with the people that work with us,” he says.  Some of the relationships run deep and trust has been built over time. “I just had one of my loader operators fly to Missouri and pick up a truck that we just bought with a sander and a plow, and he drove it back (for me),” Campedelli says. 

When additional workers are needed, Campedelli says he runs local radio ads, posts about jobs on Facebook and other social media channels and purchases print ads. 

The company also has an incentive program for current employees, encouraging them to recruit others. Payments range from $50 to $150 for the referral depending on how long that new worker stays.

Once workers have committed to come back for another winter, training begins around Oct. 1.

“We’ll start having classes,” he says. “We meet once weekly anyway for safety, but then we start talking about the next season that’s coming up, and people that aren’t familiar, the proper way to shovel without getting hurt and to run our sidewalk equipment.” 

The veteran seasonal workers are often asked to run the training, he says. There is video training and hands-on training in the field. 

“We try to make it fun – doughnuts and coffee in the morning, and then lunch in the afternoon, and then we try to wrap it up mid-day,” Campedelli says. 

Once the season is in full swing, Campedelli tries to make accommodations for crews to make the job a little easier. 

“I just treat them like I would want to be treated. It’s a bear to go out for so many hours doing sidewalk snow removal,” he says. 

Some of the workers drive in from a few towns over, so Campedelli rents out rooms at a local hotel so they can take a break, shower, rest or nap in between shifts. 

Storm communication. Once a storm is about to hit, the Pioneer Landscapes’ team uses a call tree to communicate. Campedelli says he has two managers go back and forth from storm to storm.

“In other words, they share the responsibility of calling in,” he says. “When we contact Employee X, we’ll say, ‘Hey, can you call the next three?’”

Everyone reports to the office and is issued a hand-held radio.

“The guys in plow trucks will come in the day before the storm, fill their sanders and take their trucks home, so they’re ready to go. The loader operators will just show up right to the site where the loaders are,” Campedelli says. 

Usually crews begin work at 3 a.m. in order to clear commercial properties before they open for the day. 
“We usually call it the night before, especially if it’s supposed to start snowing around midnight,” he says. 
Crews run the same route, so they are familiar with the properties. Whoever finishes first will move to other sites to help where needed.  

“Each crew has an assigned, color-coded list of accounts, and when they’re done, they jump on the radio, and they’ll go and help out blue crew, or red crew, or orange,” Campedelli says. 

Client relations. Pioneer Landscapes has a dedicated sales team to handle sales and estimates, which leads to good service. Campedelli says the company likes to go the extra mile with service.

“We fix any mistakes or damage, or grass or sod for free,” he says. “We don’t charge for any of that. A prompt, safe service, we’re just always on point. I know there’s a lot of companies that are, but it’s definitely a niche. You need to find the niche and really go the extra step and that makes the difference.”

In addition to offering high-quality service, Campedelli says he has taken measures to reduce liability on the job, especially with slip-and-fall cases so prevalent today. 

“We’re very specific about it, and any regulation of sand, salt or ice melting agents releases everyone in my entire company of any liability,” he says. 

Clients can pay by the service or by the season. Most clients on the “by the service” plan end up wanting to switch to full season. 

“It’s better for the client,” he says. “They see the value of it. You might have to salt five to seven times, depending on what the storm does, but that all comes with the seasonal contract.”

It’s also more affordable for the client and if a client wants to switch from by the service to seasonal at any time, they can, Campedelli says. The company encourages customers to sign three-year contracts, and by the start of the third year, they prompt them to renew for another three. 

“It’s just easier on everybody,” he says. “They know that they’ve got us, and we know that we don’t have to try and do a new proposal and go up against the new guy on the block.”

Contract negotiations typically start in the summer. The sales team will cold call properties – often those next to current clients. Securing new clients that are within close proximity to current clients also helps with route structure.

“We try to strengthen up the routes, so that we’re not driving (all over),” Campedelli says. 
For best client relationships, Campedelli says communication is key. “We don’t just sign them and bill them and forget about them,” he says. “We’re constantly in communication with most of our clients.” 

While we’re in the middle of the dog days of summer, it’s a sound business practice in the snow and ice management industry to begin preparing for the upcoming winter. Part of this preparation involves partnering with other great area companies to make sure we have the equipment and labor force to tackle winter the right way.

Every year, we incorporate subcontractors into our team to bolster our snow fighting numbers and to allow us to work with a wide variety of equipment. While this practice is common throughout the snow removal industry, many property managers and owners don’t understand why we use subcontractors. In fact, they are fearful their level of service will be affected when we bring in additional outside partners.

So, we’ve developed educational points to address these misconceptions about snow and ice subcontractors with our clients.

Why Does The Industry Uses Subcontractors?

Some properties require more plow trucks, while others with more pedestrian areas like sidewalks, ramps, stairs and paved walkways require smaller equipment or even good, old snow shovels. Partnering with companies that have access to different types of specialized equipment helps us prepare for the unique challenge each winter brings.

Altogether, enlisting subcontractors is not unusual. For example, during the landscaping season, there are times when we partner with other companies that help address issues and special requests on properties we service. No one is surprised when an irrigation professional is called upon for an install, or when concrete contractors build complex structures like patios and hardscapes. So why then are people taken aback by snow subcontractors?

Is This A Service Shortcut?

Just like the mowing routes we follow during the growing season, we have winter plowing routes. However, the way we go about completing those routes is very different. Mowing is repetitive and happens on a schedule. Each of our locations can service our 100-plus properties several times per season with about 30 trucks.

On the other hand, when a snow storm hits, our action plan is to service every single property immediately and judiciously. Preparation is everything. There are no do overs for a snow storm, so things have to be done right the first time. This means more labor and equipment is required to service the same number of customers in an efficient manner. Furthermore, having smaller routes per vehicle means our crews can circle back and service the same properties again the same day if the snow fall is particularly heavy. All of this requires more boots on the ground, and that’s what the snow subcontractors help accomplish.

Lastly, snow removal subcontractors help control costs, a savings that is pass on to customer. For example, leveraging other contractors’ equipment means we don’t have to invest in machinery someone already owns. And making use subcontractor equipment that otherwise might go idle during the winter helps those local business owners. In the end, the customer benefits, the snow removal company benefits, and the subcontractor benefits.

Are All Subcontractors Equal?

What’s the saying about one bad apple…Unfortunately, some snow removal companies have a reputation for passing off contracts to other companies when they can’t handle the workload, essentially walking away from their responsibilities.

Ensure the client that you stake your reputation on your subcontractors’ performance. Highlight the fact you’ve partnered with them for years (Schill has subs with us for over 15 years), and you make sure their people are trained properly and follow the Industry Standards. Therefore, your service level shouldn’t change when snow subcontractors come into play.

How Are Subcontractors Used?

Ultimately, subcontractors don’t manage the client’s property. Ensure them that your trucks and your supervisors are on site observing all the crews, monitoring their efficiency, and following up with all requests or issues. This is how every reputable snow and ice management company handles their snow subcontractors. Here, we personally.

Where Do You Find Snow Partners?

Make clients understand that you only work with companies with excellent reputations who can work safely and efficiently. Between intensive snow training, the initial interviews, and reviewing the references of potential subcontractors, it quickly becomes clear who does and who doesn’t have the makings of a good partner.

Further, every subcontractor has the same level of insurance as we do. This protects us as the second party as well as our clients from many legal vulnerabilities.

“Subcontractor” is not a bad word in any industry. A good snow and ice management company makes sure the client’s property receives the service it deserves, no matter who is behind the wheel of the plow truck.

Evaluation is key for snow removal contractors as they are looking to upgrade or add plows to their fleet before the winter season arrives. Contractors can choose between v-blade and straight-blade plows. While generally v-blade plows offer more versatility, sometimes a straight-blade serves as the best fit in some regions or circumstances.

“V-blades are going to be able to do cleanup a lot faster, and they’re a little more efficient and save the contractor time,” said Jen Strelcheck, product manager at BOSS Snowplow. “But if (a contractor) only gets two to three storms a year, maybe the investment in a v-plow is not worth the extra money upfront.”

So, contractors should answer a few questions on their circumstances to determine which plows will work best with their fleet for the upcoming winter season. Things to consider include the frequency of needing to plow, types of contracts they service, weight rating on their trucks and experience of their workers.

Frequency of needing to plow. For contractors working in areas of the U.S. that experience regular, heavy snowstorms every winter, v-blade plows tend to be a better option than straight-blade plows. Doug Clark, product manager at Western Products, says v-blade plows excel at breaking open holes in snow drifts 6-inches deep or more, while straight-blade plows risk getting stuck in heavier snow events.

“The deeper and wetter the snow, the more you need a v-plow to cut open a first hole and start picking away at it,” Clark says. “If snow gets deep and if you only have one plow, you need to have a v-plow.”

V-blade plows also offer versatility, as the plow wings can transform into a straight blade with the push of a button. Clark suggests mom-and-pop contractors working in areas that experience heavy snowfall rely on a v-blade plow to get jobs done since v-blade plows can perform the same tasks as a straight-blade plow and more.

For contractors based in less snowy areas that may only experience two snowstorms in a given season with minimal snowfall in each event, a straight-blade will do the job well at a lower cost. Clark says this is traditionally true in warmer regions. “Then you probably have one straight-blade that you uncork about twice a year, if that,” he says.

However, Strelcheck says contractors in warmer areas shouldn’t immediately count out v-blade plows. She says they should consider the depth of snow they receive for each storm as well.

“Even if you only get one or two storms a year, if those storms are pretty heavy, you’re going to want something that cuts through snow a little easier,” she says. “If you were to choose a v-blade, that one is going to cut through the snow in v-position better than what a straight-blade could do in the same situation.”

Types of contracts serviced. In general, v-blade plows perform jobs quicker and more efficiently than straight-blade plows. But Tyler Jones, product marketing manager at Fisher Engineering, says contractors should take their specific contracts into account.

“(Contractors) have to ask themselves how are they trying to grow their business,” Jones says. “What opportunity are you pursuing?”

For contractors that want to have a niche in driveways, he says they should opt for a compact, smaller vehicle, which usually works best with a straight-blade plow due to size limitations. Also, for contractors that want to plow roads for a municipality, he says the straight-blade plow works well.

“A v-plow is not really able to shine on a road because they don’t need maneuverability,” he says.

But, for the contractor who wants to do a little bit of everything and for those focused solely on commercial parking lots, the v-blade plow has advantages with better maneuverability and agility.

“The v-plow will be the most universally beneficial for any segment,” Jones says. “So, a guy who wants to do a little of everything will have the most success with a v-plow.”

Weight-rating on trucks. In addition, contractors need to outfit their trucks with plows that match the vehicle’s weight rating to avoid damage. Clark says contractors don’t want to put too large of a plow on a vehicle.

“Certain trucks can handle a certain amount of weight and no more,” he says. “If you get too much weight on the front of a truck, you will begin to endanger the frame.”

Putting too large of a plow on a vehicle also impacts handling, and Clark says it will take an operator a longer distance to brake.

Typically, v-blade plows are heavier than straight-blade counterparts. Clark says an 8.5-foot v-blade weighs more than an 8.5-foot straight-blade, even though they’re the same length. He notes that lighter-duty trucks might be better when paired with a straight-blade plow, with that consideration in mind to keep trucks in safe working conditions.

While v-blade plows tend to weigh more and don’t fit on smaller vehicles, Jones says he’s seen more manufacturers introducing lighter-weight v-plows to address this concern.

Strelcheck says a common misconception she sees with regard to weight rating deals with diesel vehicles.

“When a customer goes out and buys a big, heavy-duty diesel truck, they’re expecting to be able to put the biggest, best application on that truck,” she says. “With diesels, the engine and all the components in the front of the vehicle are much more heavy than a gas engine, which takes some of that weight rating away from the plow application. So, you have to put a much smaller plow on a truck than you think would be outfitted for something much heavier.”

To make the right buying decision with regard to weight, Strelcheck advises contractors to consult a dealer on the best fit. She says most manufacturers have a plow-selector tool to help buyers.

Worker experience levels. Also, operator experience plays a slight role when it comes to deciding whether to purchase a v-blade or straight-blade plow. With more functionalities and moving parts, v-blade plows require more skilled operators than straight-blades.

“If you have a lot of temporary or seasonal workers, they may or may not have the skillset to operate a more complicated plow like a v-plow,” Clark says. “When you’re in a fleet with less-skilled users, you’re going to want to hand them a straight-blade.”

Clark recommends contractors that have both skilled and unskilled workers have a mix of v-blade and straight-blade plows in their fleet to ensure they can complete jobs efficiently but also not worry about hurrying to train inexperienced operators to use more complex machines.

The Ohio Lawn Care Association (OLCA), along with the Ohio Nursery & Landscape Association (ONLA) and the Ohio Turfgrass Foundation (OTF), will participate in the 25^th Annual Grateful Embrace, a community-service program to winterize the grounds of two of Ohio’s veterans' cemeteries the morning of Saturday, Nov. 10.

In 1994, OLCA began the project to beautify the memorial grounds at Dayton National Cemetery and then in 2010, expanded the project to include the Ohio Western Reserve National Cemetery in Rittman. OLCA members annually contribute fertilizer, tools, resources and time to gift the cemetery and honor the veterans who rest there. 

"The Grateful Embrace is our industry's way of giving back to those who gave all," said OLCA President Aaron Bucci. "It is due to the generosity of our members' time and products that make this event possible."

Nearly 100 lawn care and landscape professionals are expected to participate during the 2018 Grateful Embrace at both locations. Over the past 25 years, the sponsoring associations have contributed more than $25,000 of fertilizer, mulch and labor to this project. Invited speakers who will kickoff the event at each location include members of the Ohio General Assembly, leadership from the sponsoring association and representatives from the cemeteries.

The annual Grateful Embrace will be held on Nov. 10 in Rittman at the Ohio Western Reserve Cemetery located at 10175 Rawiga Road, Seville, OH  44270 and in Dayton at the Dayton National Veterans Cemetery located at 4400 W. 3^rd Street, Dayton, OH  45438.