<font color=blue>QUICK TIPS</font> Ten Tips to Great Customer Service

According to Connie Hom, president of Buckingham Greenery, based in Buckingham, Va., interior landscape contractors need to be even more aware of what good customer service is because of their constant, close proximity to their clients. This is why Hom follows ten specific guidelines to achieve her goal of always providing “hassle-free customer service,” which she discussed at an educational session held Nov. 3 at the Green Industry Expo. 

“Good customer service bonds an employee relationship,” Hom said. “This is important because I want to be in their space as long as the client is in that space.”

Hom offered ten suggestions for offering great customer service:

1. Always inform clients if you have over- or underestimated how much their final cost will be.

“Whatever it is, tell them, don’t just bill them,” Hom said. “They would rather know what they owe you upfront rather than after the work has already been done.”

2. Treat all customers equally, no matter how much money they spend with you.

“Your smaller clients know who they are, but they still want to be treated fairly and with respect,” Hom said.

3. Be reliable and punctual. A good way to do this is to offer clients same-day-same-week service.

4. Do not take advantage of your loyal clients by overcharging them or offering them things they don’t really need.

“Help your clients feel they are making the right decision, rather than try to get more business out of them because they trust your judgment,” Hom said.

5. Do not give excuses for delays. When something goes wrong, offer a solution to the problem instead of just breaking the bad news.

“The client doesn’t want to hear what you can’t do,” Hom said. “They would rather hear what you can do to fix the problem.”

6. Employ a staff of sales representatives that will do more than just sell. Have your staff establish real relationships with your clients so you can help meet their bigger needs.
  
“Don’t just try to sell services in the spring when everyone else in the business is starting to sell,” Hom said. “Be sincere all year long. Meet with them in the winter to discuss plans for spring and summer.”

7. Give your client value for their dollar. Spend some time finding out what you client deems valuable, then do your best work fulfilling that want or need.

8. A quick response time is invaluable to providing good customer service, Hom says. If resources allow, keep a backup team on hand for emergency situations, especially during busy times of the year like the holidays.

“Even if you can’t have a backup team, create systems within your company to allow someone to be on-hand during really busy times,” Hom said. “Keep in touch with the client so they know what is going to happen.”

9. Be honest about every single situation.

“Just be out there and honest,” Hom said. “The truth is what they want to hear.”

10. Simply to do what you say you’ll do.

“If you promise your client the world, that’s what they will expect,” Hom said. “If you say you’ll do it, do it. It’s as simple as that.”