Every day I interact with organizations and people who say that they want to exceed customer’s expectations, but when I get down to the nitti gritty of asking them how they do it, many seem to miss the mark. The landscape industry is full of head-bobbers that say yes, the grass will be green, the […]
Ha…Ha…Why My Customer Loyalty Beats Yours…
Do you really know what it takes to deliver the ultimate customer experience? What buyers really want is a predictable experience. It takes teamwork to build loyal repeat customers. If you measure the different kinds of breakdowns that occur within a company, you will find most happen due to internal-external communication breakdown. This affects the […]
Great People + Good Systems+Delighted Customers = Great Business Results!
In the landscaping industry, we know that loyal customers are key to business success. Great landscape companies achieve this daily by finding ways to tune into customers’ voices each and everyday, and then take action on what they learn from each client interaction. Acting on feedback continuously ‘closes the loop’ between what the brand promises […]
The 6 Biggest Mistakes in Service Delivery And What You Can Do About Them…
Do you really know what it takes to deliver the ultimate customer experience? What buyers really want is a predictable experience. It takes teamwork to build loyal repeat customers. If you measure the different kinds of breakdowns that occur within a company, you will find most happen due to internal-external communication breakdown. This affects the […]
The Role of the Trusted Advisor
In our final article for the moment on the ‘trusted Advisor’ role, you must understand that relationships with clients can change over time, and for a variety of unexpected reasons: a change in management, strategy or culture, or an adjustment in the need for assistance. In my years of running an landscape/snow consulting firm, I’ve […]
