Think of it this way: In the landscape business, if you’ll walk past a noticeable weed in the garden, you’ll be willing to overlook much bigger problems. As the leader of a business, a business unit, or a crew, if you’re not that detail person, make sure you have someone by your side who pays attention to details.
In a service business, there are multiple, crucial touch points throughout the service delivery process. You might associate these in your mind with “high-touch” businesses like the restaurant business, but the reality is these touch points are just as important in your landscape business; although they are spread out over months, rather than a few hours.
Consider all the ways that your team’s actions impact the customer experience. This goes far beyond the service delivery itself; after all, that’s what you get paid to do and is essential to staying in business! Get it right; make it sharp. I think of this as 51 percent of the deal, along with a similar percentage of the associated details.
So what about the other 49 percent? Here are a few things the leader must consider:
- What does “done right” look like?
- How do you consistently communicate that you’re competent and you care?
- How do you respond when something goes wrong?
- Are your crews uniformed and sharp?
- When was the last time your trucks were washed and waxed?
- Are your service standards clear? And do your customers know what they are, too?
- Is everyone focused on safety?
- And the list goes on…
Leaders should consider People First, Purpose Second and Details, Always!