SALES AND MARKETING: More Things Your Clients Won't Tell You

Last month I recounted some anecdotes related to what clients don’t want to hear from those of us selling lawn care, landscaping and other services. Some of these examples included not bad-mouthing the competition, keeping technical explanations simple and showing the client that you want their business.

Since this is such an important topic to be cognizant of as we conduct business and grow our companies, I hope you are beginning to see some ways to improve your efforts through these examples. Remember, pay close attention because these are your clients speaking:

IF YOU SAY YOU’RE GOING TO DO SOMETHING, THEN DO IT. I’m so sick of businesses that don’t do what they said they would do, I’m actually surprised when someone does what they said they would do. Won’t you please do what you said you would do? I hate yard work and don’t know a darn thing about it either, so please give me what you said you would, and I’ll be loyal to you.
 
If you do what you said you would do for me, I promise I’ll tell others about you and help you grow your business.
 
PLEASE LISTEN TO ME. Why don’t your salespeople listen to me? I tell them I don’t like red annuals, yet I get red begonias. I asked that you not trim around my privacy fence and damage it and yet your team still does.
 
Geez, you’re a nice guy, but it doesn’t seem like you care a whole lot about me and my satisfaction.
 
My mom always said, “God gave us two ears and one mouth, so we should listen twice as much as we talk.” Can’t you do that? Please listen to me; I don’t have time to find another landscape contractor. I am busy, and if you’d just listen to me, we’ll be just fine. I’m actually pretty easy to get along with, but understand this is my property, not yours; I want to know about your ideas and learn from you. I only ask that you consider my requests and treat me the way I’d want to be treated. What’s so hard about that?

WHEN I CALL YOU AND ALL I NEED IS SOMETHING SMALL, JUST DO IT FOR ME AND DON’T BILL ME. My accountant just billed me $100 bucks to tell me I could take a $20 tax deduction; don’t be like him.
 
I’ll pay you in a timely fashion and I’ll treat you with the respect you deserve, but if there’s a limb down in my yard and I have a party in two hours can’t you help me out? Heck, go ahead and sneak it in on my next maintenance bill, but at least make me feel like I’m an important enough client to you that you will go the extra mile to make me feel special.

Please share this list with your sales team. By the way, that should include everyone because everyone in your company is a salesperson, right? Doesn’t everyone play a role in a client or prospect buying from you?
 
Also, please share with me any of your favorite examples that I may have missed or overlooked. I’d love to read about them. Perhaps I’ll share them in a future column.

Marty Grunder is a speaker, consultant and author, as well as owner of Grunder Landscaping Co., Miamisburg, Ohio. Reach him at 866/478-6337, landscapesales@gie.net or via www.martygrunder.com.