The Little Things

The Little Things

Hello everyone, hope you’re doing well.  Most of my landscape clients that we coach at Marty Grunder, Inc. are doing really well.  Especially the ones that understand their costs, know how to network and sell, and are effective delegators. More on that at a later date. Today I want to teach a little bit about customer service.

Patio Furniture

This is a photo of a patio at a job-site we maintain.

What’s wrong with this photo?  Well, we were there to prune the boxwood hedge behind the patio furniture; we did a fine job with the pruning and clean up of the debris; however, we then left and didn’t move the furniture back.  It’s the details, folks.  Needless to say, this was addressed to our crews in a nice way and we will learn from it.

A few years ago I used an HVAC company to service my house because I was swayed by their intense advertising. They are on every TV, radio, and website you can imagine in the Dayton Region. Unbelievable presence to be blunt.  If you live in Dayton, Ohio, you’d know the name. I used them for a few years and quite frankly, just wasn’t impressed with them. Some small things, but the final blow was when the owner told me he was, and I quote, “Sending out my best guy, the guy that trains all of our people and I am certain that you will]be impressed.” I was impressed with the gentleman. He was on time, polite, clean, put on shoe protectors, and went about his work quietly.  It was after he left that I wondered what he was thinking. In each area that he worked, he moved my things, opened up doors, turned on lights and then left without putting anything back as he found it, even leaving the lights on and a cover off the furnace. Geez. It was silly.  A silly, forgetful thing done by an otherwise good employee or what?  I don’t know, but it was the last straw as I concluded, that if you can’t get that right and if you’re the fella that trains everyone else, I now saw why there were other issues.  Little things make a big difference; they really do.

Talk to your crews about how they are leaving your job-sites and stress the importance of leaving things better than you found them. It’s a small thing that makes a big difference and rather than having chrome wheels on your trucks, fancy, highly interactive websites, and a social media presence that surpasses your competition’s, make sure you’re “blocking and tackling” well and doing the little things that clients notice; those clients and your bank account will notice.

 

 

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