How to build a better client base
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The document outlines best practices for selecting and managing a client base in the landscaping business, including client profiling and contract creation. It emphasizes the importance of setting clear expectations and communication, along with strategies for professionally ending client relationships. The guidance aims to foster both business growth and maintain a positive reputation.
How to build a better client base
- 1. Millionaire’s Club Virtual Conference Presented by: Lawn & Landscape and PLANET December 10, 2014
- 2. How to Better Select Client Base Creating the Contract Building Client Expectation How to Fire a Client
- 3. How to Better Select Client Base • Profile Clients before we Meet Them • Property Value • Location in Regards to Visibility • Proximity to Office and Other Jobs • Listen for Cues during Sales Meeting • Husband/Wife Relationship • Who is the Incumbent • Involvement • Reason for Request • Personality and Likeability • Landscape History • Landscape Appearance • Enhancement Forecast • Expectations
- 4. Creating the Contract • Relationship Agreement • Business Professionals • Establish Boundaries • Emotional Involvement • Remove Emotions from the Bidding Process
- 5. Building Client Expectation • Project Handoff • Understands the Expectations • Discuss Client likes/dislikes/personality/boiling points • Enhancement Opportunities • Logistics for Service • Communication
- 6. How to Fire a Client • Departing with Class • Honor Commitment • Do not Burn Bridges or Leave a Bad Taste • Maintain Reputation • Tough Conversation Starters • Script Your Responses • Role Play the Discussion
- 7. Questions?
Editor's Notes
- #4: Profile Clients before we Meet Them Property value – We use DCAD and know what prop. value best fits our company. Location in regards to visibility – Is this a busy street? Will we get a lot of publicity? Proximity to office and other jobs – Is this worth the windshield time? Listen for Cues during Sales Meeting Husband/wife relationship – Do they seem to communicate well? Who is the incumbent – Who was their previous service provider? Involvement – Are they hobbyist? In Garden Clubs? Reason for Request – What are they looking for? Is this their 3rd company in the past year? Personality and Likeability – Do they seem genuinely nice to work with? Landscape History Landscape appearance – Do we want ourselves associated with this image? Enhancement forecast – Are they going to invest to get their property maintenance to our level? Expectations
- #5: Relationship Agreement Business Professionals - Every team member is committed to providing exceptional service, and if a situation arises that needs to be addressed we do it as business professionals. Client interaction will be presented in a tactful, business like manner. Reciprocation is recommended and will lead to a better overall performance of your project and a stronger, more enjoyable relationship. Establish Boundaries - Client communication handled Monday – Friday between 8am – 5pm. Client Care is reachable for after hours. Emotional Involvement Remove emotions from the bidding process - Keep from getting fixated on a certain location or a house you just ‘like’ or a client you just ‘like’ if they are not willing to pay your minimum.
- #6: Project Handoff Understands the Expectations - Explain our processes and procedures so they know what to expect and when. Discuss client likes/dislikes/personality/boiling points Enhancement opportunities Logistics for service - Codes, parking of vehicles, keys, neighbors to avoid Communication - Teach your client to get the best service by communicating what needs to be done, so it is completed right the first time.
- #7: Departing with Class Honor Commitment – Complete any projects that were started, Allow 30 days until termination. Do not burn bridges or leave a bad taste – Apologize and make them feel comfortable coming back. Maintain Reputation – Client Web example, Happy customer tells 4-5 other people and unhappy customers tell 9-12 other people about their experience (Exceptional Customer Service pg. 13) Tough Conversation Starters Script Your Responses - ‘Unfortunately this has not been a good representation of our typical client satisfaction.’ ‘We have gotten to the point that it would be difficult to reestablish trust in this partnership.’ Role play the Discussion