Client Profile: Ray's Trash
 

The Client

Ray's Trash

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Ray’s Trash is a family-owned waste removal company in Indianapolis, Indiana. They’re also the largest independent recycling and waste disposal operation in that area. Since they first opened in 1965, Ray’s has grown from a one-truck business into a large operation managing multiple facilities and a fleet of trucks each day.

During their early years, Ray’s provided trash service exclusively, but as their customers’ needs changed, Ray’s added services to meet those needs. Today, Ray’s provides recycling, document destruction, and roll-off containers, as well as residential, commercial, industrial and construction waste removal, and recycling. They also offer asphalt shingle recycling, concrete crushing, disaster clean-up, land clearing, demolition, and mulch sales. And when customers have special requests, Ray’s innovative team finds a way to fulfill their needs.

Ray’s is proud of its Indy roots, and its employees work hard to serve their hometown. Ray’s is also the only waste-removal operation in the Midwest - and perhaps in the entire U.S. - to offer such an extensive list of additional services.

Ray’s originally contacted BusinessVoice to have us provide telephone etiquette and skills training for their office staff. Following the success of that program, Ray’s management asked us to deliver a sales training program to their account representatives.

“We really encourage people to continue learning,” said Ray’s Marketing Manager Britter Matthews-Cook. “You can never be too multi-faceted, especially as service-minded as we are.”

Matthews-Cook said that, after the BusinessVoice training, the Ray’s office support staff makes a better impression on callers, and the sales team has realigned its expectations, refined its sales techniques, and gained confidence.

Awareness of Ray’s Trash is high due to their sports marketing partnerships with the Indianapolis Colts, Indianapolis Indians, Indiana Ice, and local high school teams, but increasing their customers’ awareness of all of their services had proven to be a big challenge. That’s why we recommended On Hold Marketing.

“Our clients may contact us up to several times a month, and now with On Hold Marketing, we’re able to stay in front of them with information about the variety of services we provide,” said Matthews-Cook.

Over the last 20 years, the trash industry has become less about waste removal and disposal and more about recycling. These days, more companies are looking for ways to decrease their impact on the environment, and Ray’s can help them do that. Ray’s doesn’t own a landfill. That’s something their competitors can’t say. In fact, the local Coco-Cola plant is now a zero-landfill plant thanks to the programs Ray’s created for them.

The people at Ray’s Trash expect that the current trend toward greener processes will eventually become the norm. They also believe that the next decade or two could bring an increase in the number of competitors they face. But they understand the importance that marketing and branding have on building and maintaining their customer base. Specifically, the Ray’s team knows that BusinessVoice can help them build customer share by keeping their existing customers and prospects well informed about all the services and value they provide.

“On Hold Marketing is something I started researching several years ago,” said Britter Matthews-Cook, “but it wasn’t until we began working with BusinessVoice that we realized how important it is.”

“We’ve all been impressed by the level of expertise your team brings to the table, and your commitment to service mirrors our own. When I received the information packet welcoming us to the company and introducing us to our Creative Consultant, I felt a great personal connection as well, so it’s been a pleasure thus far, and I look forward to the future.”