Landscape Management, October 2010

BOOST BOOST change process Provide ongoing visible support for change Then lay it all out on paper and communicate Start with managers Be sure you have 100 buy in Next enlist support from veteran employees Once you initiate your strategy take it one step at a time using this guide 1 Monitor small changes to ensure progress vs goals 2 Keep talking to front line people Input is important 3 Step up communications with customers Look for positives 4 Meet frequently to relay and build on positives 5 When one change has become part of the process move on Continuing satisfaction Another important part of improving customer satisfaction is measuring results continually and then reacting to the information you gather An example is responding to customers who answered negatively on satisfaction surveys with a goal of converting all negatives to positives over time Review all marketing materials Evaluate your message and dont make claims you cannot live up to Next is sales What are your people actually saying to prospective customers Are they overpromising Continue to train your crews on communicating the real benefi ts of your services as well as handling customers contacts in the fi eld and on the APPLICATION RATE 13 oz 1000 sf of 4 Speed XT plus spreader sticker 1 oz gallon finished spray APPLICATION EQUIPMENT LT Rich Z Sprayer 1 3 gal spray tips TIMING July 13 2009 SUMMARY This was not ideal herbicide application timing for ground ivy control but we still had great results on it and all the other weeds on the 4 Speed XT label As a result we saved several contracts Well be using a lot more 4 Speed XT and other Nufarm products in the future Better Choices Better Business www nufarm com us 83 LANDSCAPEMANAGEMENT NET A LOYALTY Here a few innovative ways to improve customer loyalty 1 Establish a customer focus group Invite some customers to a periodic meeting and provide incentives 2 Host an off site meeting for key customers Find out how you are meeting their needs build relationships 3 Talk to your front line people Most of the time they know the problems and the solutions 4 Collect e mail addresses People are more likely to read and respond to e mail Periodically send updates tips facts and stories to your client list 5 Make your direct mail stand out No mailing labels use colorful stamps 6 Discover your competition Talk to your competitors and your competitors customers Pizza Hut didnt begin delivering pizzas until Dominos arrived on the scene 7 Steal ideas Look for new business or marketing ideas from other companies Dont only look at similar businesses 8 Be different Stand out from the crowd Some ideas Send complimentary movie tickets to best customers on opening weekends with a thankyou note send gifts to customers on the anniversary date they started doing business with you send disposable cameras with your logos to customers including a photo of you so they have a thank you message when they develop the fi lm and send customers poinsettias during the holidays 9 Survey customers Ritz Carlton hotels and Pizza Hut survey up to 40 of their customers each month to fi nd out what they did and didnt like 10 Write a column Hire a ghost writer or write a weekly or monthly column for a newspaper or trade journal 11 Hire a key customer representative Appoint a special employee to keep in touch with your special customers 12 Treat your employees the way you want your customers treated The front line people are the most important people in your organization If they feel management cares about them they will refl ect the same respect to your customers Gregory Smith a business motivation training development and leadership expert continued from page 81 Before After 4 Speed XT Saves Contracts Nufarm Turf Ornamentals 800 345 3330 2009 Nufarm Important Always read and follow label instructions 4 Speed is a trademark of Nufarm