The green industry is a highly competitive market where customers’ decisions on who to hire are based on more than price alone. Residential jobs are a great avenue to develop personal relationships with your customers in order to help them figure out what they really want out of your services. A family’s yard defines the character of the home. The installations you build are often the focal point to their parties and family get-togethers. Customers want to hire your company because of the pride they will hold for the work you did for them. So when you approach a potential job, it is important to exude a few basic characteristics in order to keep from being washed out by your competitors.
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Be Personal – The job yo
u are being hired for will be a personal reflection on the home or business you are working on, so be sure to get the personal input of the customer to ensure their vision of the completed job is to spec and that you are operating on the same page. Customers will only hire and potentially refer you if you are someone they want to interact with. So be comfortable and confident. If you’re trying to be someone you’re not, your prospect will be uncomfortable. The initial meeting should be relaxed and without pressure to purchase, allow them time to reflect before they make a decision.
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Provide Certifications – Be sure to flaunt the accreditations and certifications you hold. Customers want professional, quality work from their landscape management company. Also show them your certificate of insurance from your agent to put any worries to rest.
Another important aspect to being viewed as a professional is having your brand visible, from the moment they see your truck pull up, to the shirt on your back, and the brochure you leave behind. The more they see your logo, the more they will recognize you as a reputable business.
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Show Your Knowledge – When surveying a job, be sure to voice your observations and options to improve the site. Customers like to know that you are comfortable with your surroundings and that you can competently help them plan a game plan that will satisfy their needs.
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Appear Prepared – I say ‘appear’ because I know that we are often less organized than we would like. Schedule an appointment at the first point of contact; do not fall into the circle of phone tag. Show up on time! Keep a clean work space, i.e. your truck. If you open the door and pop cans and gas station sandwich wrappers fall to the curb, your customer will immediately label you as a mess and move on to the next guy.
The use of technology like smart phone apps and field service software has become increasingly important in wooing customers. Showing up with a tablet instead of a clip board will put off a more professional and established vibe as well as keep your company more efficient and organized.
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Communicate Clearly – If something seems to be confusing the customer, be sure to take time and explain what your process will be or what something means. Surprises are a bad thing. The customer will remember your services as a much better experience if there is low stress attributed to the relationship. This means you should have a plan to follow, communicate where you are at in the plan each day with the customer so they know progress is being made and address all new issues that arise while the job is in progress. Don’t show up to job sites unexpectedly. Let the customer know what days you will be on site.
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Be Easily Accessible – No one likes leaving voicemails and not getting called back. Be available to your customers throughout the work week. If your customers can’t get a hold of you to book a job, they will simply move to the next guy on the list. Be cognizant that often times your customers will call you after their workday, in the late afternoon and early evening to schedule appointments. Make time to field and return those calls at a reasonable hour.
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Take Pride in Your Work – The better the service, the more referrals you will get. People want to attach themselves to good work. Use your ego and your customer’s to sell your product. If you place a high value on your work, so will they.
When the job is done ask your customer for their honest feedback. If they love what you’ve done as much as you do, ask them to refer or introduce you to their friends and neighbors. They should have no problem promoting your business if you’ve followed through on your promises, but you have to initiate the request.
Henry Ford once said, “A business absolutely devoted to service will have only one worry about profits. They will be embarrassingly large.“
Your business thrives through the quality of your work. When a job is done, all the customer has to remember you by, besides the hole in their bank account, is the quality of the work you provided and the manner in which you delivered it.