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Cal Wilson / June 8, 2022

What is surcharging and should your business do it?

If you accept any kind of credit card payment, you may have heard of surcharging. It’s the practice of adding an additional charge to a customer’s purchase to cover the fees a payment processor requires for processing credit cards.

While it may seem like a win for you, the merchant, it’s not a completely problem-free practice.

In this article, we take a look at this practice. Should your business consider it? What are the pros and cons?

Why do some merchants surcharge?

Every time a customer swipes their Visa, Mastercard, American Express, or other kind of credit card, you incur a processing fee. These are called interchange fees. According to Quickbooks, the following variables impact a merchant’s interchange fees:

  • The credit card company
  • The type of card being used – i.e., whether it’s a rewards card, a business card, etc.
  • How the transaction is processed – POS, over the phone, or online.
  • The price of the product or service.
  • The type of business of the merchant.
  • Whether the transaction is domestic or international.

Likewise, rates change twice a year, in April and October.

Interchange fees are just one of the many fees merchants are charged to be able to accept credit card payments.

How does surcharging work?

Without surcharging, that fee lies squarely on the merchant.

If you’re looking to pass that expense onto the customer, you have two kinds of surcharging options; brand or product surcharging. Brand surcharging adds a charge every time a customer uses a card from a specific credit card provider; some merchants may add a surcharge, for example, on Visa purchases, but not Discover purchases. Surcharging on the product level, however, only adds surcharges on certain types of cards under a specific brand. Merchants may choose one option, but not both.

Surcharging is subject to different laws in different regions.

As you can imagine, in order to protect the consumer, surcharging is heavily regulated. In some places, it is not legal at all.

In fact, in the United States, surcharging is illegal in Connecticut, Maine, and Massachusetts. In Canada, service fees can only be added on certain kinds of transactions.

For the regions where surcharging is a legal practice, merchant are beholden to a surcharging cap. These vary by area, but often fall around 4%. The caps are put in place to prevent merchants from making profit from surcharges.

No matter where you are, if you surcharge, your business is subject to rules of disclosure. Merchants must disclose their intention to surcharge ahead of a transaction, and at multiple touchpoints while a customer is in the store. This includes such notices as a sign notifying the business’ surcharging practice at the store entrance, as well as at the point-of-sale. The surcharge dollar amount should also be clearly visible on the customer’s receipt.

While these practices keep surcharging ethical, they can also be off-putting to some customers, who only see the addition of a fee they might not completely understand.

Does surcharging save your business money?

There is no simple answer to this question. It can, but it depends on your business and your customers.

According to Evolve Payment, “[i]f your industry is a ‘race to the bottom’ where the lowest price wins, then surcharging is likely to hurt more than it helps. This is especially true in B2B industries with corporate contracts.”

For some businesses, adding fees like surcharges is going to be more common practice and expected by the customer. In other industries, it might hurt your chance of making a sale.

Fortunately, there are other strategies.

So your credit card processing fees are eating into your revenue, but you don’t think surcharging is the right move for your business. Not to worry – there are other things you can do to ease the expenses.

For example, instead of surcharging, many businesses offer cash discounting.  In this practice, merchants discount the price of purchase if the customer pays with anything other than a credit card. And, while surcharging isn’t legal continent-wide, cash discounting is.

Cash discounting is only possible if you have a certain amount of wiggle room on your markup pricing. However, when it is an option, it certainly is a bonus for customer experience.

Another tactic is setting a minimum for credit card payments. Depending on your rates, it may not be profitable to offer credit card payments under a certain dollar amount.

Another strategy is working to reduce your overall merchant services spend. Part of this is exploring what options are available to you among multiple vendors, knowing rates are fair, and how to negotiate for the best price. A cost reduction professional who specializes in merchant services might be your best asset if you take this route.

In conclusion…

As Evolve Payment says, “surcharging is, at the end of the day, passing business expenses onto your customers.”

While it has the potential of saving you money on your variable expenses, it’s not always a great strategy optically. Offering cash payment incentives, working to reduce your overall merchant services fees, and ensuring you’re paying the correct rates, are alternative strategies to reduce your spend while keeping customers happy

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Cal Wilson / June 8, 2022

How to increase traffic to your business’ website.

In 2022, having an effective and attractive website to promote your business is an absolute must. However, you can create the most beautiful, legible website out there – but that doesn’t mean anyone is going to visit it.  

In this issue of the Pulse, we look at how you can increase traffic to your website, and hopefully turn that into low-cost customer acquisition.  

Know your target audience.  

Who do you want visiting your website? Who is the target demographic to buy your product? Before you begin developing a strategy to boost website traffic, it’s important to be able to answer these questions.  

You must be able to match your target demographic with a source, or sources, of internet traffic that makes sense. For example, a bakery might have better luck marketing on Instagram than on LinkedIn, but an accounting firm might have better luck on the latter than the former. Don’t waste time or money marketing on Tik Tok if your desired audience isn’t using that app.  

Finding out which source is going to be the best for your business is going to take a bit of industry and demographic research, but it should help narrow down your effort. There’s no need to stretch your resources too thin.  

Do you need to pay for ad campaigns? 

There is no easy answer to this. Ad campaigns might be an incredibly helpful source of traffic, or they might be an unnecessary expense.  

According to Hootsuite, for Business to Customer (B2C) businesses, “paid posts are the best way for brands to target new audiences on social media, and convert them to customers.” 

Likewise, Shopify says “with paid social media ads, you can create highly targeted campaigns that serve tailor-made ads to the customers who are most likely to click through and purchase your products.” 

Typically, ads are used to: 

  • Raise brand awareness. 
  • Promote newest deals, content, events, etc.  
  • Generate leads. 
  • Drive conversions.  

All of these purposes will likely increase your website traffic.  

Things to remember with paid campaigns.  

While paid content allows you to beat the algorithms of various social media platforms and reach a larger audience than you might organically, there are some drawbacks. Not only is it an added expense in your monthly budget, but they do also require some social media expertise to leverage their full potential.  

If possible, target users who have already shown an interest in your niche. Hootsuite recommends the “tried-and-true formula: target people who follow similar accounts… offer them a substantial discount, and direct them to a frictionless landing page.” 

Likewise, remember that not every post made on your business’ social media needs to be promotional. Too much is overdoing it on your wallet and your audience.  

Utilize free social media engagement.  

While you should absolutely avoid spamming the internet with links to your website, posting and engaging in conversation on social media – in a relevant, professional way – is a great way to generate traffic, and one that only costs soft hours.  

One of the nice things about this method of utilizing social media, compared to paid ads, is that it helps establish a relationship between your brand and your target demographic.  

Take, for example, a small retailer with an Instagram presence who makes products for dogs. Many users on Instagram have accounts for their dogs, and will tag the retailer in the posts where their dogs are wearing or using that product. By interacting with those posts, the retailer not only expanding their audience reach, but also reaffirming company values and creating a great customer service experience.  

Of course, this is all going to be dependent on your business and ideal customer – but there is certainly success to be had with this method.  

Build incentive with giveaways, sales, contests, etc.  

People love feeling like they’re getting a great deal. One way to garner more website traffic is to build excitement around your brand or your products by offering a time sensitive event. Whether that’s a giveaway, sale, contest, or discount code; something that drives prospective customers to visit your website and do it soon.  

If you’re feeling especially adventurous, and your products or services are suitable, you can even try influencer marketing.  

Deliver content that adds value for customers. 

Rather than focusing only on the hard sell, developing content that brings your audience informational value or solves problems while being professional and polished is a great way to bring in traffic.  

According to SEO expert Semrush, blogging is important for business sites because it can: 

  • Increase your visibility organically in search engines. 
  • Establish your business’ credibility as an industry leader and trusted resource.  

The same, or similar, can be said for video and podcast content.  

In conclusion… 

While this is by no means an exhaustive list, it shows that there are a lot of ways your business can leverage the internet to promote your website. And often, this can be done in inexpensive and organic ways.  

Cal Wilson / June 8, 2022

How to increase traffic to your business’ website.

Burnout, physical illness, and waves of employee resignations continue to be one of the major issues impacting employers in North America. As an employer, resilience needs to be a priority not only for your staff, but for yourself.  

In this issue of the Pulse, we take a look at resilience; what it is, and how you can promote it in your workplace.  

What is resilience? 

Resilience is essentially the ability to recover from adversity. How quickly and how well can you bounce back? Resilience doesn’t mean we aren’t hurt or don’t struggle – but that we can move through it and adjust over time.  

Psychologist Susan Kobasa says there are three elements essential to resilience: 

  • Challenge – resilient people are more likely to view difficulty as a challenge, not as completely devastating. They take failures and mistakes as opportunities for growth instead of a negative reflection on their self-worth.  
  • Commitment – resilient people can make commitments to goals, ambitions, relationships, causes, and other things they care about, and follow through on those commitments.  
  • Personal control – resilient people spend time and energy on situations/aspects of their life that are within their control, rather than focusing on uncontrollable events. 

The past few years have certainly been a test of resilience for many of us, adjusting to new ways of living and likely significant changes at work.  

Resilience can be built.  

As explained by the American Psychological Association (APA), “resilience isn’t necessarily a personality trait that only some people possess. On the contrary, resilience involves behaviors, thoughts, and actions that anyone can learn and develop. The ability to learn resilience is one reason research has shown that resilience is ordinary, not extraordinary.” 

While it can be learned, it takes time and intent to do so – and it may just be a worthy effort to commit to if you find yourself struggling with different workplace or personal challenges.  

Resilience is a part of our mental health.  

Since our capacity for resilience isn’t fixed, it’s natural that our mental wellbeing will impact it. If you’ve ever felt like you just can’t weather things the way you used to, that’s normal. And it’s not necessarily always going to be that way, either. Sometimes, we’re in a great place to roll with the punches, and other times, the slightest gust can knock us over.  

This is because our resilience is connected to our mental health. This goes to say, if employers want their employees to be resilient and avoid burnout or illness through challenging times, they must prioritize their employees’ mental health.  

Action is necessary.  

While adopting a mental health-conscious mindset is good, action is also needed. In fact, there seems to be a disconnect between these two concepts.  

Data from 2021 found that 86% of employers see mental health, stress, and burnout as a top priority — yet only 25% have implemented a wellbeing strategy. 

So, whether you’re an employer in the process of developing a strategy or an employee in a workplace without a concrete plan in place to protect your mental health, working on building your own resilience may be necessary for your wellbeing and success.  

Strategies to build resilience.  

While this list is by no means exhaustive, it includes some helpful practices you can adopt to build your resilience: 

  • Slow down – spend intentional time relaxing, working on your sleep routine, and practicing body and mind wellness activities like meditation or deep breathing.  
  • Take care of your body – according to the APA, “stress is just as much physical as it is emotional. Promoting positive lifestyle factors like proper nutrition, ample sleep, hydration, and regular exercise can strengthen your body to adapt to stress and reduce the toll of emotions like anxiety or depression.” 
  • Practice thought awareness – a key quality of resilient people is that they “don’t let negative thoughts derail their efforts.” Instead they have agency over their thoughts and are able to reframe them. These are the kinds of thoughts to be aware of: 
    • Permanent – thoughts that see the effects of bad events as permanent rather than temporary.  
    • Pervasive – thoughts that let setbacks or bad events affect other unrelated areas of life.  
    • Personalized – thoughts of self-blame or self-hate in relation to a difficulty or challenge experienced.  
  • Learn from mistakes and failures – every time you fail, there is likely a lesson. Take the opportunity to learn and adjust your strategies, rather than internalizing the failure.   
  • Choose your responses – practice strategies that allow you to react calmly and logically during challenging times. This isn’t inherent to everyone, but is a skill that can be worked on.  
  • Maintain perspective – although a situation or crisis may seem overwhelming in the moment, part of resilience is having a proportional reaction to its long-term impact.  
  • Set goals – setting smart, effective personal goals that align with your values can help you build successes and learn from your experiences.  
  • Work on building your self confidence – according to Mind Tools, when you “develop confidence and a strong sense of self, you have the strength to keep moving forward, and to take the risks you need to get ahead.” 
  • Focus on strong relationships – in the workplace as in all walks of life, those with strong connections that can survive stress find themselves happier and more resilient.  
  • Join a group – you may need to look to a specific group outside of your regular activities to help build those connections. Whether hobby-based, faith-based, or around a common interest such as volunteering, these are all great ways to find and foster strong relationships.  
  • Be flexible – rigidly adhering to plans and expectations can cause undue stress when those plans need to be amended or scrapped altogether.  

In conclusion… 

Resilience is needed to adjust to and overcome adversity in the workplace, or any walk of life. While resilience isn’t a fixed quality, and can be reflective of our mental health, it’s important to remember that there are steps and strategies we can take to improve it.  

Cal Wilson / June 8, 2022

Check out Family Pizza!

Family Pizza in Brighton is my go-to for pizza. So many tasty flavors, great crust, and quick delivery. My new favorite is the Bacon Cheeseburger pizza. BBQ sauce on pizza, yum! I highly recommend checking them out for your next pizza night.

Cal Wilson / June 6, 2022

Checkout Subterra HDD!

Trenching leaves a mess so contact Subterra to do horizontal directional drilling (HDD) instead. The flexibility to drill under streets, highways, rivers, and environmentally sensitive areas (such as wetlands) with minimal disturbance to the surface above makes HDD an ideal solution for the installation of gas, electric, telecommunications, and water/sewer lines for utility companies. With over 15 years of experience and 5 years in business, Zach and Brit Chevrier offer superior service to all their clients across Western Canada.

Cal Wilson / June 2, 2022

Check out Levis Tech!

Levis Tech builds custom apps and resource management software. Jared and his team are very hard working and only limited by the imagination of their clients. Any business thinking about investing in business software should give Jared a call. He’d love to help!

 

Cal Wilson / May 5, 2022

Check out Office Pride!

If you need a customer-focused commercial cleaning service, then look no further. Office Pride is committed to providing their clientele with industry expertise and total customer satisfaction. They are a partner you can count on.

medawar-logo-office-pride

 

Cal Wilson / April 5, 2022

How to budget for your utility bills

Does your invoice ever take you by surprise? With utility bills, especially those where you pay per usage, there is always a chance that the fluctuation in your usage habits or the company’s rates will result in a bill higher than you anticipated.  

For businesses, it’s harder to plan around peak utility rates like you can do in your home. However, that doesn’t mean you can’t budget better, and be more prepared for your monthly invoice. In this article, we look at some of the steps you can take to budget more accurately for your business utility bills.  

Take inventory of your utility expenses.  

According to provider Constellation, the average cost of energy consumption for a commercial building is $2.14 per square foot, with lighting and HVAC systems being the most expensive consumers. Your expense will largely depend on your specific facility, industry, and location.  

In order to figure out an average of what you can expect to be paying, you will have to take an inventory of your utility expenses. If you’ve been operating for less than a year, this may be a bit less accurate, as you haven’t had time to account for all seasons and rates.  

No matter how long you’ve been operating, here are some steps you can follow to get a good estimate: 

  • Gather all your utility bills – ideally a year’s worth if you can.  
  • Add all your utility expenses together to find a total cost. You can calculate this on a per year, per month, or per quarter basis – depending on how you like to budget.  
  • Look for patterns in a given time period to notice when you should be expecting to pay more or less. The easiest example to think of is planning to budget more for heating in the winter or cooling in the summer.  
  • Compare these expenses to your total operational expenses, to come up with a percentage of your spend you can expect to put aside for utilities at different points during the year.  

What if your business hasn’t launched yet? 

If you’re being proactive and trying to budget for your utilities before launching your business, you’re not going to have any data to build from quite yet. You do have some options though: 

  • Make use of publicly available averages from your region or utility provider.  
  • Contact, if possible, the real estate agent or former owners/renters of your facility to ask for data from them.  

Luckily, many utilities will be able to provide you with an estimate based on your property size and industry. Contacting them for help is a great place to start.  

Keep tracking your costs. 

This isn’t an exercise to do just once. Keeping up-to-date and consistent records of your utilities spend not only helps you budget better but will allow for you to identify potential billing errors that may arise or rate hikes, as well as areas for savings.  

This is especially important if you ever decide to make an operational change that could impact your energy bill. Especially if you’re employing measures to reduce energy consumption, and therefore your overall bill.  

As a business owner or operator, you might not have the time to be as on top of your utility bills as you’d like to be. In this case, working with a professional like a bookkeeper might be worthwhile.  

Mind your variable versus fixed expenses. 

Your utilities invoices may contain both fixed and variable expenses. The best way to describe the difference is that fixed expenses are costs that stay the same from month to month, whereas variable expenses are ever-changing and harder to predict. 

Some utilities will charge a flat rate on top of per usage invoicing. For example, some water utilities’ services are combined to include sewage, and a flat rate will be charged for sewage while the rest of the water bill is per use. Understanding which parts of your expenses are fixed, versus which parts you have control over can help you save money.  

In conclusion… 

Having a good handle on your business expenses can make a big difference for your bottom line. Utilities might seem like a mysterious invoice you receive every payment period, but budgeting for them properly is not only possible, but can help lead to other savings as well.  

 

Cal Wilson / March 18, 2022

Utilities: Common Billing Errors

To some degree, almost every business relies on utilities. It’s an operational expense necessary to running a safe and functional physical location.  

However, it’s also an expense that many business owners and operators don’t feel they have a lot of say over. From understanding usage and rates, to billing errors, to proper budgeting and planning, there is a lot a business can do to have greater understanding and agency in their spending.   

What are common billing errors found on utility bills?  

Unfortunately, there are a lot of potential errors that could be leading to you overspending. The errors we will be looking at include: 

  • Incorrect classification 
  • Physical issues with your meters 
  • Meter reading problems 
  • Paying for the wrong meter 
  • Confused rates  
  • Meter multiplier issues 
  • Incorrect late fees 
  • Incorrect taxes 

Are you being classified correctly? 

A provider’s rates aren’t usually uniform across all kinds of customers. Usually, they’re divided between residential, commercial, and industrial. Among these classifications, there are also specialty rates for different kinds of customers, such as the elderly or different kind of economic development projects.  

You don’t want to be a business paying residential rates, and you don’t want to be missing any special rates discounts you might be eligible for. Paying for your correct billing classification is important.  

Meter issues can cost you.  

You don’t want to pay the price of your meter not reading your usage correctly.  

This happens when meters experience installation errors, communication failures, damage, and so on. It’s very rare that meters are inspected regularly to prevent these kinds of errors or misreading. While a meter breaking isn’t super common, make sure you ask your utility provider to check up on your meter once in a while, especially if you feel something might be off.  

Likewise, there can be meter reading issues that transmit the incorrect data from your location to the provider. If it’s a small error, the company might not notice, but your wallet will. If there is a discrepancy, look back and see if there was a spike in your consumption or if your bill is an inaccurate representation of what you used. 

Essentially, being vigilant, reading over your own bills, and not relying on the meter to be infallible is important.  

Don’t pay for someone else’s meter. 

This is a particular issue for multi-location businesses. If you only have one facility, you only need to keep track of one meter. However, it becomes harder to keep meters straight the more locations and meters there are.  

Unfortunately, businesses can end up footing the bill for an external location’s meter. This is an incredibly costly billing error, and one you’ll want to keep a close eye on to avoid if your business expands.  

Are you being charged the right rates at the right time? 

Rate changes can vary a lot, from time of day to time of year. While power meters are generally reliable, as mentioned before, they can make mistakes. It’s possible for you to be charged the wrong rate for the time of day in which you’re using your utilities.  

Closely monitoring your bills or using a real time data-analytics solution to track your usage will allow you to better understand your consumption and ensuring your invoice matches.  

Keep an eye on meter multipliers.  

New Brunswick Power explains, “[t]he actual voltage/current used is often too large to be registered by your meter. The meter’s registering capacity may only represent a small percentage of your actual load.” 

Because of this, utilities use meter multipliers to invoice you more accurately. 

“The meter multiplier is similar to a map scale in that it relates to the meter’s scaled down reading of the actual consumption.”  

Sometimes, a faulty formula or mistake with a new meter can lead to an incorrect number or misplaced decimal. This could cost you a lot.  

These billing errors are more common in smaller municipalities and providers. Larger providers often use automated systems with less room for error.  

Incorrect late fees applied? 

These are as simple as they sound. Sometimes a late fee will show up on your invoice incorrectly. This can be at a substantial cost to you, unless you call your utility company to get it sorted out. 

Don’t pay for the wrong taxes.  

Some businesses will apply for different tax rates than others when it comes to utilities. Regional policies and incentives can be applied to save your business considerably, but you need to know what you should be paying and be able to/hire someone to advocate for yourself.  

In conclusion… 

These are just some of the possible billing errors that may be found on your utility invoices. The best thing your business can do to avoid them – and to recover any money lost to them – is be vigilant, know what you should be paying, and work with professionals who have the time and expertise you might not have.  

Cal Wilson / March 18, 2022

Why is waste so expensive?

Depending on what industry you work in, your waste removal expenses are potentially a significant burden on your bottom line. Sure, you can reduce waste — but compromising the quality of this service isn’t really an option. Finding savings is possible, but first you must understand what goes into the cost.

Waste cost categories.

It may be hard to imagine the price breakdown of waste removal, when most of the process happens away from your facility.

Your bill is most likely composed of four main cost types:

  • Container costs
  • Collection costs
  • Transfer costs
  • Landfill costs

Understanding your options among these four categories can go a long way in helping you reduce your bill.

Container costs.

Containers are the aspect of waste removal that you’re probably most familiar with, and an area where you have a fair amount of control. Commercial waste containers come in an array of sizes and are typically available for purchase or rent.

Pricing is based on the cubic yard sizing of a container. On average, a 4yd3 container costs $15 a month to rent, and $350 to purchase outright. Prices increase incrementally as size increases.

Knowing what size you need might come with trial and error. Come collection time, the optimized container is the one that is filled, but not to the brim or overflowing. Excess waste is often subject to excess fees.

Come collection time, the optimized container is the one that is filled, but not to the brim or overflowing. Excess waste is often subject to excess fees.

Renting vs. Purchasing.

Whether renting or purchasing is more effective for you is going to depend on what you need. Depending on your line of work, a permanent container might not make sense. For example, temporary construction or landscaping projects are more likely to require a rental, compared to a residential building or school.

Expert Market advises that purchasing a container is more efficient if that bin will be in use for at least 23 months.

Collection costs.

Waste collection fees are going to be the most variant depending on your location, container size, and collection frequency. This could be as little as $30 a week, or as high as $3,000. Figuring out your needs can include some trial and error and industry research. A restaurant is likely to require more frequent collection than an office building.

The kind of waste your business generates, as well as local health codes and in-person traffic throughout your premises, is going to determine your collection frequency.

Transfer costs.

Factored into your waste removal fees are the fuel and other transportation costs of moving your waste to a landfill.

Transfer can be arranged in two ways, direct or indirect:

  • Direct transfer transports the waste from your premises to a landfill in a single trip.
  • Indirect transfer transports waste from your premises to a transfer station, where it’s stored and batched before being shipped to a landfill site.
  • Because transfer stations aren’t free to use, indirect transfer is the more expensive option.

Based on your premises’ location, your transfer method may be out of your control. Businesses located far from landfill sites must rely on transfer stations to dispose of waste, which inevitably increases costs.

Many waste management providers have discounted rates with transfer stations and commercial landfills that are worth investigating.

Landfill costs.

Every time waste is disposed of at a landfill a landfill tipping fee is charged. On average, for commercial landfills, these range from $25-150 per ton.

As with transfer costs, many commercial waste management providers have preferential rates for customers at landfills.

The hidden costs of commercial waste removal.

Even when you’ve accounted for the four main cost categories of your waste removal bill, you may notice that there are some extra, unexpected charges on your bill. Keep these potential fees in mind when budgeting:

  • Dismount and push charges, which apply per bin when drivers have to get out of their vehicle and push your containers to an unobstructed spot for emptying.
  • Key charges, which apply per bin when drivers require a key to open a locked container.
  • Enclosure charges, which apply per bin when drivers must remove bins from a fenced enclosure and then replace them when emptied.
  • Gate service charges, which apply per bin when drivers must open a closed or locked gate.
  • Long walk charges, which apply per bin when your containers are placed in such a way that the drivers have to walk over a specific distance — such as ten feet — to access them.
  • Regulatory charges, which are depending on region, and cover the cost of providers complying with environmental regulations.

One way to avoid many of these charges is to evaluate the container situation on your premises and see if you can optimize the location to make it easier for haulers to collect your waste.

Reduce waste expenses.

This information might seem overwhelming. Waste expenses can really add up. Fortunately, there are steps you can take to optimize your services and reduce your expenses.

Start by considering an internal or external audit of your waste removal system. Are your] bins being emptied too often, or not often enough? Could you be paying transport fees for a closer station or landfill? Are your prices increasing multiple times a year? Are your containers the right size for your waste output?

Ask yourself these questions and pay close attention to your waste removal bills. You might be spending more than you need to.