Shoveling to Serve a Snow-Covered Customer

Digging out from several feet of snow usually isn’t a problem for a company equipped with the biggest and best snow-removal equipment.

But when a customer's property is too tight for even a small snowblower—and there’s nowhere to blow the snow—shovels and people power become the tools of choice.

That was the case in February, after a snowstorm dumped nearly 30 inches on Melville, N.Y., a town east of New York City. At the Avalon Court Apartment Complex, BrightView crews left all gas-powered equipment on the trailers and got to work the old-fashioned way—with shovels.

In the past, clearing the 30-acre property took as long as seven days. This time, under new leadership, sidewalks, curbs, stairs, and driveways were cleared in just 48 hours.

“Our 28-person crew shoveled relentlessly for two straight days,” said Michael Marra, Account Manager for the Long Island branch.

So how did the team reduce a seven-day job to just two?

“Leadership at the branch has renewed its focus on the customer,” Marra said. “It’s as simple as that. We’re constantly driving home accountability and customer focus, and our team members are buying in.”

The strategy was also different.

“We had two teams of 15 shoveling in 12-hour shifts through the night,” Marra said. “They worked two hours, then rested for two. While off, they were given food, water, and warm rooms to stay comfortable.”