WM receives award from The Home Depot
Superior service gets customer praise
Tucson, Ariz. – During an annual event for The Home Depot Foundation, Waste Management was recognized by the retailer
for providing outstanding customer service and for innovation in managing their account. WM was one of just two vendors
earning Home Depot’s Customer Service and Innovation Award. The honor is even more impressive considering that
more than 200 vendors were eligible.
“We received this award for our ability to deliver superior service to The Home Depot’s 2,062 locations,” said Andrew"
Bartlett, national business manager for Waste Management. “We were able to increase operational efficiency as well.”
Waste Management began servicing The Home Depot in May of 2012. Since then, WM has delivered 24-hour service to 85
percent of the store locations, a vast improvement over the previous provider. When disruptions do occur, WM has a dedicated
staff for the account that works quickly to resolve any service issues.
Beyond reliability, Waste Management has improved The Home Depot’s compactor efficiency, or in other words, the rate at
which a pickup is required. Doing this not only raises the volumes per container and reduces the number of pickups, it also
lowers fuel use and emissions.
In 2011, for example, The Home Depot averaged 6.60 tons per haul. By September 2013, Waste Management was collecting
7.69 tons per haul, a 16.5 percent improvement. The account management team did this by instituting a program that works
with in-store managers to monitor waste levels and to contact WM when a collection is needed The story from a WM
perspective is just as impressive.
Through this kind of service effectiveness and relationship development, Waste Management has improved its profitability on
the account by more than $5 million.
“Congratulations to our account team on this extraordinary award,” said Jane Sumner, vice president of sales for Waste
Management, overseeing the food and retail segment. “It says a lot when a major account highlights the work you’re doing
after just over a year of working together.”
Photo: (L-R) Kurt Miller, strategic account specialist; Andrew Bartlett, national business manager; Lauren Danforth, strategic
account program manager; and Hector Acevedo, strategic account specialist.