How to reduce missed pickup calls and get your pickup day back.
It’s pickup day and the phone won’t stop. “Did you skip me?” “When are you coming?” “Is it the holiday schedule?” Most of these calls aren’t missed pickups. The customer just can’t see what your crew can.
This guide shows how to reduce missed pickup calls with steps you can start this week, using what you already have. At the end, you’ll see how Track My Trash handles all of it on its own, under your company’s name.
Why customers call on pickup day.
Almost every call comes from one of three questions:
- “Did you skip me?” The can is still full and they can’t tell if the truck is late or already went by.
- “When are you coming?” They want to know if they have time to roll the can out.
- “Is the schedule different this week?” It’s a holiday, the weather turned, or a route changed and nobody told them.
None of these is really a complaint. Each one is a question the customer had no way to answer. Answer it before they wonder, and the call never comes.
Five things you can fix this week.
1. Make set out time crystal clear
“Have it out by pickup” means something different to everyone. Pick one plain rule, like “Cans at the curb by 6 AM,” and put it on every invoice, your website, and the side of the can if you can.
2. Send holiday notices early, then send them again
One notice isn’t enough. Send it a week ahead and again the day before. Say the holiday, the new day, and what customers should do, in one sentence each.
3. Remind customers of their route day
A short reminder the night before keeps cans at the curb on time. Fewer cans left out means fewer real misses and fewer calls the next morning.
4. Speak your customers’ language
If part of your route speaks Spanish, every notice should go out in English and Spanish. A notice nobody can read is a phone call waiting to happen. See English and Spanish messages.
5. Answer the question on your website
Put your pickup days, holiday schedule, and set out rule on your home page, not three clicks deep. Customers who search before they call should find the answer in seconds.
A simple process for real missed pickups.
Sometimes the truck really does miss a can. A clear process turns a frustrated call into a quick fix.
Give customers one place to report it
A form or a button beats a voicemail. Ask for the address and a photo of the can if they can send one.
Have drivers mark what they see
If a can wasn’t out, a driveway was blocked, or a bin was overfilled, the driver should note it at the stop. Then the office has the answer before the customer calls, with every truck on one screen.
Close the loop
Tell the customer what happened and when you’ll be back. One follow up message stops the second and third calls.
Ridgeline DisposalEspañolHave your can at the curb.
See you next Tuesday.
Truck 006 is about 0.3 mi away. Roll that can out!
Ridgeline DisposalTruck 006 is about 0.3 mi away. Roll that can out!
6:58 AM · See you next Tuesday
Ridgeline DisposalEspañolHave your can at the curb.
See you next Tuesday.
Truck 006 is about 0.3 mi away. Roll that can out!
Ridgeline DisposalTruck 006 is about 0.3 mi away. Roll that can out!
6:58 AM · See you next Tuesday
Let customers see the truck for themselves.
The steps above help. They also take time every single week. The fastest way to reduce missed pickup calls is to let customers answer their own question. That’s what Track My Trash does.
Their truck, live on the map
Your customers open your app and watch their truck coming down the route. No guessing, no calling.
A heads up before the truck arrives
Customers get trash pickup notifications when the truck is close, so cans make it to the curb on time.
Picked up, right on the screen
When the crew grabs the can, the customer sees it. “Did you skip me?” answers itself.
Write it once, sent in both languages
Holiday changes and weather delays go out in English and Spanish from one message.
Your name on it
The app carries your company’s name and logo, not ours. See how branding works. Drivers run it from the driver app, with no tracking boxes to install.
Good questions.
Still wondering about something? Ask us on your demo.
How do I reduce missed pickup calls for my trash company?+
Set one clear set out time, send route day and holiday reminders, and send every notice in English and Spanish when your customers need it. The biggest change comes from letting customers see the truck live and get a heads up before it arrives.
Why do customers call when their trash wasn’t actually missed?+
Usually they can’t tell if the truck is late or already came by. Without a way to check, calling the office is the only option.
What is a trash truck tracker for customers?+
It’s an app that shows a customer the hauler’s truck on a live map, alerts them when it’s close, and confirms when their can is picked up.
Do I need GPS hardware in my trucks to track them?+
Not with Track My Trash. Drivers use the driver app, so there’s nothing to install in the truck.
Can trash pickup notifications go out in Spanish?+
Yes. With Track My Trash, you write a message once and customers get it in English or Spanish.
Get your pickup day back.
A short call and a live look at the truck, the office and the app. Tell us a little and we will set it up.
We will reach out soon to set up your demo.