Words Of Wisdom: Irrigation Success

From technical advice to just plain common sense, here are a few bits of irrigation wisdom from those in the know.

EXCEED CUSTOMERS‘ EXPECTATIONS. Go above and beyond what your customers expect from you, advised Scott Fay, president, Treasure Coast Irrigation, Hobe Sound, Fla. In everything from the proposal and installation to service and follow-up communications, the customer should get more than they expect, according to Fay. "If we do this from the start all the way through, the benefits are huge."

During the proposal process, for example, Treasure Coast shows potential residential customers actual irrigation system components, such as controllers and sprinkler heads. This way, customers can learn exactly how a system works and know precisely what they’re paying for.

Otherwise, "the system just goes below the ground and the customer never actually gets to see it," Fay said. "With irrigation, there are a lot of terms that a homeowner doesn’t understand," he added, pointing out that informed customers take a pride of ownership in their systems. Along the same lines, on commercial jobs, Treasure Coast will use a more technical approach to selling a system, such as demonstrating the latest system components to a potential client.

Another way to exceed customer expectations is to provide a top-notch installation in a highly efficient manner. "Anyone can deliver quality if given enough time," Fay said. "The real value is if you can do it in a few hours."

SELL THE WHOLE VALUE OF A SYSTEM. Emphasize the whole picture when selling an irrigation system, so the customer realizes the value of their investment, according to Joe Goetz, president, Goetz Landscape and Irrigation, Centerville, Minn. "A system isn’t just the components but how it’s put in and serviced," he noted. "Contractors need to emphasize this overall value to customers so they can keep their prices up, make a good living for themselves and in turn, help keep the irrigation industry at a professional level."

With "weekend warriors" attempting irrigation on the rise, contractors must keep the proverbial bar raised and not give in to pressure from those undercutting prices, Goetz advised.

Dave Daniell, vice president, Heads Up Landscape Contractors, Albuquerque, N.M., agreed. "Establish your own standard of quality of materials and workmanship and don’t compromise them just to be the low bidder," he urged.

USE A HIGH QUALITY DESIGN. A design’s quality can determine the success or failure of a system, according to Scott Hall, president, Classic Landscaping, Woodsboro, Md. Hall advised to always have a design done by a professional. While a certified irrigation designer is not always necessary, "use someone who is experienced and who knows what irrigation needs to do in the field," Hall said. "In the design process, we stick with people we’ve used before, who are reliable and know what they’re doing."

Not sure if you’ve got a good plan? Common design flaws to look for include inconsistent coverage, improper zoning, head selection and pipe size, to name a few, Hall said.

ALWAYS EVALUATE AN EXISTING IRRIGATION SYSTEM. This is critical, according to Randy Newhard, president, New Way Landscape and Tree Services, San Diego, Calif. "Whenever we get a new job with an existing system, we do an evaluation," he said. "We look at every head, turn on every valve and tell the customer ‘Here’s where your system stands’ and any improvements that need to be done."

The company includes this "official" assessment in the customer’s contract. While this evaluation is an enormous expense for New Way, it often saves the company future maintenance headaches while informing the customer about the state of their system, Newhard said.

BE AS PRECISE AS POSSIBLE. System efficiency is paramount in irrigation. Irrigation scheduling, in particular, can help achieve this necessary accuracy, according to Newhard. He generates an irrigation schedule using a computer program for all of his clients. Based on such variables as flow rate, evapotranspiration rate, range of plant material, and sun or shade exposure, the schedule tells exactly how much water the property needs. This schedule provides valuable guidance, especially for a new account. "It gives you something to come out of the gate with," Newhard said, noting that as time goes on, the schedule is adjusted when necessary.

Based on the irrigation schedule, Newhard also comes up with a water budget, "which tells the customer exactly how many gallons of water they can anticipate using," he said, adding that this degree of meticulousness has saved impressive quantities of water and money. Newhard saved one client who had been using the wrong water meter about $60,000, he recalled.

DO THE JOB RIGHT THE FIRST TIME. With constant time constraints, the pressure to get an installation done quickly can prove harmful to a system’s quality and ultimately, a contractor’s reputation, Daniell noted.

"If you feel you don’t have time now, when will you have the time to fix it the second time?" he asked.

In Daniell’s experience, the most common mistakes caused by rushing through a job include improperly flushed lines, which can result in clogged nozzles or emitters, and settling around heads from not compacting and tapping the soil properly, Daniell said.

Other frequent errors include using the wrong size nozzle or incorrectly setting up the timer, both of which can result in "dry spots and mad customers," he warned.

Daniell pointed out that the issue of quality control is an ongoing one. "This never goes away," he observed, adding that he frequently sits down with his crew to talk about maintaining quality.

"You need to send a strong message that it’s important to take extra time," he said, noting that he often asks employees to put themselves in the customer’s place and do a job that they themselves would be willing to pay for, since "customers are spending good money and entrusting us with their business."

FIX DAMAGE IMMEDIATELY. Promptly repairing system damage is of prime importance, according to Hall. Otherwise, "you’re wasting water and resources," he said, adding that damage, such as a broken head, can cause soil erosion and kill plant material. To stay on top of all maintenance matters, systems should be inspected frequently to ensure everything is in working order, Hall advised.

He said that his company inspects its commercial sites at least once a week, "to make sure nothing’s wrong," and always has its irrigation subcontractor on-call to address any emergency maintenance issues.

ONLY WORK WITH THE BEST. Contractors should try mightily to use the best, most reliable subcontractors possible, according to Eric Cross, president, Duke’s Landscape Management, Hackettstown, N.J. "We look for a subcontractor that isn’t overbooked," he said. "There are a lot of guys out there taking on too much work."

To find a good prospect, "We ask them point blank: ‘We have 10 properties. Can you service these systems? What can you guarantee as far as response time?’" Cross said. He also recommended asking around to see if a potential subcontractor has a good reputation. "Talk to suppliers and clients they’ve worked with, to make sure they’re responsive," he said. "Do a complete check-out."

While many agreements are still sealed with a handshake, working under contract with subcontractors can be a smart business move. As is a "can be terminated with cause" clause, which can function as a safety net, just in case, Cross noted. "If you need to make a change, you can’t have a ‘30-day termination’ clause. You’re the one who’s responsible and you need to have control of the situation."

COMMUNICATE WITH SUBS. Since many landscape contractors depend completely on subcontractors for their irrigation work, setting up a clear line of communication is essential.

You need to be able to call a subcontractor and get an immediate response, according to Bill Davids, president, Clarence Davids & Company, Matteson, Ill. "A lot of subcontractors are small and always in the field with no office personnel," he observed. "We changed subs for that very reason." Davids’ method for establishing good communication includes talking frequently to his subs, even in the off-season, "to let them know what’s happening at the office," he said, noting that a good rapport can help negotiate better pricing.

NETWORK TO GROW. Acquiring new irrigation accounts is often a matter of networking, according to Fay, who notes that his company, Treasure Coast Irrigation, has grown by 65 percent in the past 4½ years because of this. "As we build relationships, the work just comes in," he said. "People work with people they like."

Fay advises networking with leaders in the green industry and beyond. He has befriended property managers, bankers, lawyers and even people at his local chamber of commerce, he said.

In addition, contractors should be visible in their local community in a variety of ways. Donations to local causes, sponsoring a local sports team or volunteering are good places to start. This community visibility does wonders for a company’s image and increases business, Fay noted.