PR ES I DEN T’S COLUM N continued from page 3 to take advantage of these opportunities by under promising and overdelivering. While your relationship with customers will vary based on their expectations, it’s important for owners and managers to share the company’s value system with supervisors, crew leaders and crew members so that they may personalize the experience for every customer. Every customer wants to feel like they are your MVC (Most Valuable Customer).
YOUR VENDORS This is the part of the team that is often overlooked till something doesn’t happen in a timely manner that the customer may be expecting. They are the people behind the scenes. Sharing your timeline, expectations and plans ahead of time can “Help them, Help You” achieve the final results that make you the hero in the customer’s eyes. It’s especially important to keep in mind that in our instant gratification society, shortages in the market place are causing prices to rise. Being up-front with your vendor about possible delays due to contractor’s schedules and customer expectations will assist vendors in giving you the best price possible.
All Time), or as the fall-guy who’s responsible for the entire teams’ demise. Have you ever looked online to see what the community – places like Houzz, Angie’s List, BBB, etc. – has to say about your company? How are you rated? If there is no rating, why not? You should view this “community” as your very own PR firm. If there are negative comments, be sure to take actions that will change the public perception. For example, many companies will improve their image by performing volunteer work – something that can bring the rest of your team (employees, vendors and customers) that much closer together. In the end, the outcome from joining these forces will benefit all those involved and create a positive atmosphere for everyone! When I look back over where time has taken our industry, I can truly say I miss the old days! That said, I still appreciate the simplicity of what we do and what we create on a daily basis. As society forces us to evolve, let’s embrace the challenge, keeping in mind that only as a team will we be triumphant.
THE COMMUNITY
Enjoy your summer!
The community is to your company what ESPN is to sports. They can portray you as the G.O.A.T. (Greatest of
As always, Marie
6 | Official Publication of The Ohio Landscape Association