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 What have you been up to since you won the leadership award?
Much of the very same thing, but yet we’re always trying to do something new. We’ve been in business for 34 years now. We’re looking forward to our 35th year.
Why was it important for you to stay committed to a similar business path for 35 years?
For us it’s a proven path, so you stay on that. We try to do new things more. We try to diversify – at least we look at diversifying every year as far as what the needs may be of the customers and all.
Last year, 2010, there was a lot of seeding that was necessary. We did more seeding than we’ve ever done. You change according to what your environment dictates.
How did you determine that seeding was what your customers needed or wanted?
It was very easy. We had a horrendous growing season last year, so with that it was out of necessity that we did more and had to do more for our customers. We just adapted to the conditions.
When you won the award in 2004, you spoke about not letting technology get in the way of face-to-face customer interaction. Do you still believe that’s important with the convenience of technology today?
I still feel exactly the same way. Through the website, through, obviously, e-mail, you can take an estimate at midnight from a potential customer. But then you can also lose that customer at midnight the very same way online. It takes the personal perspective out of it.
I would rather them call the office; we get to talk to them, they get to visit with us. And then the same thing if they wish to cancel – they still need to call us at that point as opposed to the click of a button.
Where do you see the industry headed in the coming years?
Regulation wise, it seems like there still is and always will be a lot of pressure on some of the products and how we do things. The one thing that is not going to change in the near future is the front yard. The front yard is still going to be there. It’s still going to be in turf. And there’s still going to be a huge need for our industry in the short-term and the mid-term future. Who knows where it’s going to be in 75, 100 years, but right now we’re a necessary entity. I think our industry will remain very strong, and stay the course and bounce back with the economy stronger than ever. Like I said, that front yard isn’t going anywhere.
Do you think 2011 will be a stronger year for the industry?
I do as soon as we can quit hearing some of the negative talk. The last couple of months the country, in general, has tried to put more positive spins on everything. It’s still a negative situation for the economy and for many, many people. But I think the spin is more positive, and I think with that 2011 can be a better year.
If you could give one piece of advice to other contractors what would it be?
This is real simple. It’s take care of the customer. Absolutely take care of the customer. The customer is first. Do what they want. Do what they need. Do it right. You’ll be rewarded as a business for that. It sounds real simple, but it isn’t as easy in perspective.
How do you make customer service easy?
Take one customer at a time. Literally, take care of one customer at a time. When a customer calls and you do a get a chance to talk to them, make them feel like it is very important, which it is. It is important for both concerns. It’s important for them because they’re calling you, and it’s important for you because without them calling you have nothing.
The author is an associate editor at Lawn & Landscape. She can be reached at clawell@gie.net.
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