What Should Be in a Storm-Day Communication Plan?

3 min read · Thames Valley Snow, London, Ontario

When a major storm hits London, Ontario, knowing what to expect from your snow removal company matters just as much as the plowing itself.

A good communication plan starts before the snow falls. Customers should know in advance how service updates go out, whether that's text, email, or a customer portal, so there's no guessing during a busy storm.

During an active storm, updates on estimated arrival times help customers plan their day, especially for businesses that need to know when a lot will be clear for opening. Delays should be communicated proactively rather than customers having to reach out and ask.

After the storm, confirmation that a property has been serviced closes the loop, and having a clear way to report a missed spot or ask for a follow-up visit keeps small issues from turning into bigger complaints.

Before the Season: Set Expectations in Writing

The calmest storms are the ones where everyone already knows the rules. Before December, your contract should spell out the service dates, the snowfall depth that triggers a visit, what is included, and how to reach the company. Ours runs December 1 to March 31, with automatic visits at 5 cm or more, so nobody has to call or text to request service. Edges, steps and drains are marked before the season so crews know the property even when it is buried.

During the Storm: Fewer Calls, Better Information

In a heavy storm, crews are focused on driving and clearing. Rather than promising an exact arrival time that may change, a good plan explains how the route works and when return visits happen. In long storms we come back for additional passes instead of waiting until the snow stops, and the City windrow at the end of the driveway is cleared each visit. If you need to be out early every morning, priority early-morning clearing ($125 + HST) is the reliable way to secure that.

After Each Visit: Proof of Service

Confirmation should be automatic, not something you have to chase. After every visit we send a timestamped photo, so you can see your driveway is clear before you even look outside. For homeowners who travel, and for families checking in on an older parent, that photo is the most useful message in the whole plan. It also creates a dated record of service.

For Property Managers and Businesses

Commercial and multi-unit sites need a named contact on both sides, a site map showing priority entrances, fire routes and where snow can be piled, and a clear way to report a problem area. Salting events should be logged alongside clearing visits. Commercial work is priced per site, and we provide quotes within 2 business days. Read more about our service for property managers and commercial snow removal.

Your Side of the Plan

Communication works both ways. Tell your snow removal company ahead of time about anything that changes access: a new vehicle that parks outside, a contractor dumpster, a gate code, or a time you will be away. During storms, moving cars off the driveway before bed lets the crew clear the full width in one pass. Keep the company number saved in your phone so reporting a missed spot takes seconds, and reply to the photo if something does not look right.

Frequently Asked Questions

Do I need to call when it snows?

No. Service starts automatically at 5 cm or more.

What about freezing rain?

Clients with seasonal salt ($175 + HST) get visits for freezing rain and refreeze, not just snowfall.

Ready to find out what your driveway would cost? Request a free quote or call or text (548) 888-8702. Learn how it works or read our FAQ.