<font color=red>QUICK TIPS</font> First-Class Customer Service

At the recent Green Industry Expo, Nov. 1-4 in Columbus, Ohio, the Breakfast with Champions events always drew large crowds. Participants sat at tables, each having a different theme, where they discussed various aspects of the industry over eggs and came away with ideas to help make their businesses better.

One of these tables, “First-Class Customer Service,” was championed by Ron Knesal of Pacific Landscape Management in Hillsboro, Ore. The table’s participants shared thoughts about employee incentive programs, training and other unique systems in place for proactive customer service.
 
In terms of incentives, Knesal says his company runs a monthly customer service awards program. Throughout the month, managers take note of times when a customer specifically says an employee was helpful, polite or went above and beyond. At the end of the month, management selects one of those employees to win the award. In turn, that employee is rewarded with $50.
 
A discussion about training led to one about how companies deal with on-site customer inquiries directed at non-English speaking employees. Sybil Velez, assistant manager for Garrick-Santo Landscape Co. based outside of Boston, shares that her company supplies Hispanic workers who struggle with English with information cards they can give to customers who approach them on the job. These cards include the employee’s name and a number to call for immediate assistance. The table participants agreed that programs like this should go hand in hand with providing employees with English language education, which only will improve their customer service skills and confidence down the road.
 
Another tip Knesal shared related to a touchy subject many contractors have dealt with at one time or another. When his company is edging, mowing or blowing and dirties a nearby vehicle, the crew leaves an apology packet, which includes a car wash coupon, a “we’re sorry” note and a business card. It’s a great way to project a positive image for the company, whether the car belonged to a client or not.