Business Lessons From My Gardner
As someone who works with service providers and solopreneurs I’m always pretty keenly aware of my experience as a customer and am constantly making notes on things that stand out, whether they are positive or negative.
I recently hired a gardner, which is WOW - so helpful - such a time saver and so nice to just always have a tidy yard - and I have been impressed with this guy from the start!
Here’s why - and what other service providers can learn about providing an excellent customer experience in an analog, “low-budget” sort of way.
1 - Be personable, be friendly, be genuine, be relatable - this guy is always kind and is always straight forward (my yard was not well maintained before we hired him and he has politely alluded to that many times haha). The second time I saw him his face lit up like we were old friends, it was so endearing!
2 - Sell the downstream effects/benefits of the work you do - at our consultation he was telling me “we’re going to make this look really beautiful” which is obviously his job, but then he took it one step further and said “when we’re done you’re going to be proud to welcome people into your backyard” *DING DING DING* (like I said, he is kind but straight forward). This guy knows he isn’t just selling lawn care, he is selling a beautiful space to make memories.
3 - A good service provider is proud of the work they do and (most of the time) enjoy it - This one was made obvious by how confident he was in the projected outcomes and during a progress update he said to me that he was having a good time in the challenge - instant confidence boost on the consumer side. Also , be confident in what you are selling and encourage people to shop around or get other quotes, so that they are confident in knowing working with you is a good fit.
4 - Let your clients know what to expect and plan ahead - there is nothing I love more than working with someone who likes to plan ahead and be prepared! The day before my gardner came to start working at our house he sent me a simple text with a reminder of when to expect him AND instructions of things to do ahead of time to make the job happen seamlessly (i.e. move vehicles, unlock gate, etc.). Again, small things like this make sure the client never feels lost/confused and it makes your job easier.
5 - When your work is done, illustrate the transformation - my gardner literally took before and after photos and the change is unreal - it’s like a whole new house. If you can’t use a literal photo, paint them a picture based on where they started, what you did together, and how things are going now. (Also, these photos make it REALLY easy for me to recommend his service to someone else.)
6 - When you like a client, let them know - If you have enjoyed working with someone tell them - flat out. It’s nice to know you are on the same page and your clients likely have friends similar to themselves in a lot of ways that could be good referrals/future clients.
If you aren’t getting the level of service that makes you want to brag about it to your friends, find a new provider! And for my entrepreneur friends, if you have a stellar experience as a customer, take note - see what you can learn from other industries.