6. Collect waste reliably to keep customers happy
For container based sanitation (CBS) businesses the provision of waste collection and transfer as a managed service — regularly replacing full cartridges with clean, empty ones and safely transporting waste for treatment and disposal — is key. Done well, it’s what separates the CBS model from old-style bucket toilets. Done badly, it’s one of the biggest causes of customer attrition. Our experience shows that customers will complain when waste smells and will leave if collections are missed. That’s why it’s imperative to provide an efficient and reliable service — frequent enough that odor. doesn’t become intolerable, but not so frequent that it breaks the model economically. The challenges of maintaining that level of service consistently and at scale should not be underestimated.