Total Landscape Care Digital Magazine
Issue link: http://read.dmtmag.com/i/146141
breaking ground Who Are You Talking To? Learn to speak the language of your clients T he average homeowner probably doesn't understand landscape lingo and what all goes into a project: That's why they hire you, the pro. But do know how to see things from a client's perspective? One of the themes during our yearly editorial meeting last month was about knowing our audience. We can't provide our readers and followers with useful information if we don't understand what they expect – which is constantly changing. Likewise, you need to stay tuned into what your clients want from a landscape company. So, you need to think like a client to make sure you are meeting and exceeding all of their needs. And there are several ways to start speaking their language. After a project is complete, have your project manager ask the client what the crew did well and what could have been done better. Once you have this information, make sure to actually apply it to your work. This feedback will also show you what clients prioritize, whether it is timeliness, quality, the interaction with crews or something you never even considered. You should also be aware of preconceived notions prospects may have about landscapers. Being prepared to answer these types of questions and concerns – from prices being too high to warranties – shows the client you are aware of any apprehensions they may have. The simplest way to think of possible customer issues is to put yourself in the consumer's shoes. Take something you aren't as familiar with: For example, if you were having your car worked on, what questions would you have for the mechanic and what reservations might you have? Then, translate these ideas to your work. It may sound simple, but often, landscapers become so comfortable with what they do that they forget clients don't have the same way of thinking. "If you talk to a man in a language he understands, that goes to his head," says Nelson Mandela, former South Africa presiLauren Heartsill Dowdle dent. "If you talk to him in his language, that goes to his heart." Editor-At-Large A U G U S T 2013 TLC0813_EdNote.indd 7 TotalLa nd s c a p e C a re . c o m 7 7/25/13 9:07 AM