customers’ operational requirements is a key part of customer retention. High volume testing can quickly
become poorly tolerated and perceived as harassment if worker movements, holidays and shifts impact site numbers of workers. Always ask plenty of questions about your customer’s business when setting test volumes. Exercise caution before encouraging a
customer towards writing test volume into their drug and alcohol policy and procedure. While it may be tempting to commit them at such a level to a certain volume, if mistakes are made or their needs evolve, volume may be difficult to change. Volume is oſten best leſt to the contract or agreement between testing provider and the customer, with flexibility always important.
When a testing program is commenced
with target testing volumes agreed at the outset customers are able to budget for the cost, service providers are able to effectively plan and service the needs of the customer. You may now be more prepared to
navigate through the deeper issues of volume with your customers. Of course, some customers will still choose to conduct random testing only when they think it is time to do so. Tey will avoid a strategic approach and the pursuit of optimum deterrent effect will remain alien in nature to them. When they test once or twice per year and wonder why 30% of their workers test positive and bring their operations to a halt, you may enjoy assertively introducing them to terms such as volume, frequency and deterrent effect. ❚
Cameron Stuart has a strong background in mobile drug testing services including testing operations, business development and management of all aspects
of a drug testing business. He is the Founder of Drug Testing Business Success at
www.drugtestingconsultant.com providing business strategy and support services to drug testing businesses. He assists clients to establish new businesses or to add or expand mobile drug testing services operations. His workplace drug testing customer experience includes mining, transport, energy, civil works, marine, distribution centres, manufacturers, motorsport bodies, and government agencies among others.
www.datia.org
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