Educating Customer and Team Provides Many Advantages

From your customers to your own team, teaching the benefits and tools of the trade is a nonstop effort that benefits your company.

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How much of your job is education? Whether it is teaching your staff new technology or methods; or teaching a current or potential customer what it is that you do, education is likely an important piece of what you do.

Cecilia Lloréns, vice president and chief financial officer of HydroEx Corp., knows all too well about education of customers. Cecilia says that her hydroexcavation company is the only one in Puerto Rico, and a big part of the company’s growth has come just from teaching others the benefit of vacuum excavation.

She says it’s not easy teaching customers and potential customers something new from the open cut trenching that they’re accustomed to doing first. It’s something I’ve heard other vacuum excavation and directional drill company owners and operators say before.

It’s interesting hearing Cecilia’s story of why they decided to offer hydroexcavation and what teaching others about the advantages of vacuum excavation has done for their company. You can read about that in this issue’s profile on HydroEx Corp.


If you’re having to talk to a potential customer about why they should hire your company, you always want to start with the benefits. The first benefit for any vacuum excavation, directional drilling, or other trenchless method should be safety.

Remind those customers that by open cut trenching, they are putting their crew’s lives on the line as well as anyone nearby. The hazard of piercing a gas line or slicing through an electrical line is there every day that open cut is taking place.

That customer may argue with you on the cost differences with open cut, but remind them on the cost if someone is injured or killed, on a job where a crew made mistakes. That should be enough to lock in a customer there.


While it’s important to teach the customers about the advantages of vacuum excavation, trenching or directional drilling, you also need to ensure your crews are on top of this as well.

The crews are the ones out there doing the work and they need to be made aware of any new tools or training that could help them improve upon what they are already doing.

We’re coming on trade show season with some big shows coming up — WWETT Show in Indianapolis, the No-Dig Show in Minneapolis. Both of these shows are great for educational opportunities to help your team grow and, as a bonus, you get to check out some of the newest tools and products on the market.

Take some time for yourself and your team, and it’ll pay off in the end with happy customers after a job is done right and done quickly.


This issue marks the eighth year that COLE Publishing has published Dig Different. We strive to educate you — the contractors — on the methods and tools available to help you on job sites of all conditions.

We do this by sharing profiles on companies just like yours that are willing to share their story, we occasionally bring you stories of unique or difficult jobs companies have taken on, and we’ve provided you with tons of equipment news throughout the pages.

We are going to continue that this year. If you are a company owner that is willing to share the story of your company, or if you have handled a tough or unique job that you wouldn’t mind telling us about, we want to talk to you.

You can email me at, or call 715-350-8346.

Enjoy this issue, and Happy New Year! 


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