6 | Universal Environmental Consulting
might even prompt the customer to phone
Papa late at night, he’ll take the call and ap-
point the hauler to deal with it. Universal’s
staff operates in the same manner. As Papa
says, “We’re a mom and pop business on a
different level.”
Papa also no problem explaining op-
erational differences which distinguish his
company from certain competitors’ prac-
tices in the management of waste service,
saying, “Some companies, you call them, but
you’re just a number in their system. When
you call us, you’re treated like a person. You
call some companies, you’re going to get a
voice recording and the first menu option is
whether you need to pay a bill, not customer
