business bests
A U G U S T 2 014 To t a l L a n d s c a p e C a r e . c o m 2 5
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8
Avoid hiding
behind
technology.
"Growing up on a farm
where every deal was
sealed with a handshake,
I don't believe in relying
solely on technology,"
Coffin says. "Yes, tech-
nology is fantastic and
time-saving, but don't rely
on it."
Instead, go knock on
the door.
Even the most de-
manding customers usu-
ally respect you for mak-
ing time for a face-to-face
conversation. It shows you value their business and care enough
to make time for them.
9
Study the
outcome.
Whether you resolved the issue or
had to cut ties with a customer, ask
yourself (and your staff members)
what you're taking away from the
experience.
Did you learn a better way of or-
dering supplies? Have you decided
you need to tweak the preliminary
questionnaire when clients call for
the first time? Most importantly,
determine what you can do so you
don't repeat the same scenario in
the future, West advises.
No one ever gets better at
anything without stumbling a few
times, so chalk up the occasional
complaint to experience and move
on a little wiser.
