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Never Lose a Customer BOOK Worksheet Kit

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Ex. Taking them to a nursery to show them trees/shrubs they might want or know how to care for.

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In-Person: offer prospective clients a similar on-site  property visit 

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In-Person: offer prospective clients a similar on-site  property visit 

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Show empathy in stress points. Ask the questions, what’s your stress points, what do you like about your current provider, etc. learn the personality of the person the best you can.

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Send a compilation video of existing premier properties, so the prospective customer can reference our work. 

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Send a compilation video of existing premier properties, so the prospective customer can reference our work. 

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When the account manager is on property and does something like pick up limbs or something that is they will not be billed for, shoot customer and email to tell them, therefore, they have a sense that you are taking care of them.

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When the account manager is on property and does something like pick up limbs or something that is they will not be billed for, shoot customer and email to tell them, therefore, they have a sense that you are taking care of them.

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Present customer with welcome handbook with production chart, contract, team members and other things to make it a one stop shop to find easily.

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Present customer with welcome handbook with production chart, contract, team members and other things to make it a one stop shop to find easily.

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Family, occupation, recreation,dreams - talming point to learn personal details about the prospect and establish a relationship

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Explain how our proposal takes care of the customers pain points.

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Explain how our proposal takes care of the customers pain points.

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E-Mail/Mail: provide property case study to educate prospective client

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Send customers news letter on services exspected

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Send customers news letter on services exspected

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B.D. Gets with AM/Ops installs stress points, site walk, hopefully with client.

Show the client we are confident in our skill and attempt to relieve anxieties.

Create a plan with team moving forward.

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Record personal and professional customer information gathered for recall 

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Record personal and professional customer information gathered for recall 

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Phone: PE makes thank you call with next steps within 24 hours of sign on

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Phone: PE makes thank you call with next steps within 24 hours of sign on

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Arrive early + stand when customer enters meeting room 

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Arrive early + stand when customer enters meeting room 

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Over communicate with the client. Goods and bads. Let them know we are here and pay attention.

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Video: PE sends intro video featuring property AM

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Video: PE sends intro video featuring property AM

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Increased significance for years of loyalty

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Schedule meeting on their calendar with agenda and friendly note/intro 

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Schedule meeting on their calendar with agenda and friendly note/intro 

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Get OMs involved in picture taking and video making.

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Get OMs involved in picture taking and video making.

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Outside of peak gift-giving times to make it feel personal and genuine

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PRESENT: PE delivers personal, non-branded gift based on previous discovery conversations 

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PRESENT: PE delivers personal, non-branded gift based on previous discovery conversations 

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Email customer with sources as to why we doing something a certain way

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Email customer with sources as to why we doing something a certain way

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If somone questions why we do something a certain way they are not used to. Provide them with notable sources as to why we do it the way we do it.

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Create a personal connection. Take an interest in their interests.

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Create a personal connection. Take an interest in their interests.

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AM Provide customer with short written bio of who you are and your experience in the industry

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AM Provide customer with short written bio of who you are and your experience in the industry

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AMs send videos/pics of work being performed! Keeping the customer in the loop when things are done and also of what is to be performed. Eliminates anxiety for customer and gives them a sense of relief.

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AMs send videos/pics of work being performed! Keeping the customer in the loop when things are done and also of what is to be performed. Eliminates anxiety for customer and gives them a sense of relief.

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Create templated emails for PE thanking client and expressing excitement for the new partnership mirroring their feelings (hope, possibility, and euphoria). This should also explain the next steps in the process, a timeline, and what to expect. Would be a good time for "Welcome Package"

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Check them out online and get to know the professional side of them

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Here's a more detailed breakdown of how to show empathy:

1. Active Listening:

Give the speaker your undivided attention:Put away distractions and focus on what the other person is saying.

Maintain eye contact: This shows you are engaged and paying attention.

Ask open-ended questions: Encourage the person to share more by asking questions that require more than a yes or no answer.

Reflect and summarize: Paraphrase what you've heard to ensure you understand their perspective and show you've been listening.

2. Validating Feelings:

Acknowledge their emotions: Let the person know you understand how they feel, even if you don't agree with their situation.

Use empathetic language: Phrases like "I can see why you're feeling that way" or "That must be really difficult" can help.

Avoid dismissing or minimizing their feelings:Don't tell them to "just get over it" or "it's not that bad".

3. Offering Support:

Offer practical help: If appropriate, offer to help with a task or problem.

Provide encouragement: Let the person know you believe in them and their ability to overcome challenges.

Be a listening ear: Sometimes, people just need someone to talk to without judgment.

4. Asking Genuine Questions:

Show curiosity: Ask questions that demonstrate you are genuinely interested in their thoughts and feelings.

Avoid leading questions: Frame your questions in a way that encourages open and honest answers.

Listen to the answers: Pay attention to their responses and follow up with further questions to show you are engaged.

5. Nonverbal Communication:

Nodding and smiling: These nonverbal cues can show you are engaged and listening.

Maintain open body language: Avoid crossing your arms or looking away, as this can signal disinterest.

Be aware of your facial expressions: Your facial expressions can convey understanding and concern.

6. Putting Yourself in Their Shoes:

Imagine how they might be feeling: Try to understand their situation from their perspective.

Consider their experiences: Think about what they have been through and how it might have shaped their thoughts and feelings.

Be open to learning: Be willing to learn from their experiences and perspectives.

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Early is on time, on time is late, late is unexceptable.

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Early is on time, on time is late, late is unexceptable.

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Listen to absorb, not just respond.

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Remember personal details from first meeting

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Remember personal details from first meeting

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F.O.R.D

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Maybe first in person meeting is a coffee date or a lunch meeting somewhere outside of everyday office setting. Very friendly and non aggressive approach.

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Maybe first in person meeting is a coffee date or a lunch meeting somewhere outside of everyday office setting. Very friendly and non aggressive approach.

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Get the customer out of there environment for a meeting.....lunch/ game/etc

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Get the customer out of there environment for a meeting.....lunch/ game/etc

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Identify current emotional state. Approach with empathy and desire to help/serve to find out pain points & goals for landscape. Why are they entertaining offers? What is it you're needing help with? Set an appointment to meet onsite.

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Ask questions about something you learned in the first meeting

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Ask questions about something you learned in the first meeting

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Joint onsite introduction with BD/AM/Ops

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Joint onsite introduction with BD/AM/Ops

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Your emotion: empathic, calm, relaxed, confident, ready to serve

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Your emotion: empathic, calm, relaxed, confident, ready to serve

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GIANT training or other type to help understand different personalities and how they react to your personality 

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GIANT training or other type to help understand different personalities and how they react to your personality 

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Take notes and map

pay attention

2 ears, 1 mouth

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Include photos and talking points from year. What went well and what didn’t? Get overall thoughts/feelings on partnership and talk through adjustments, plans to correct.

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Reaffirm you were listening and build trust by addressing issues they've had and what goals they've communicated with our Service Solution (proposal).

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Learn the customers brand and vision. Clearly communicate how you plan to align with their vision and deliver. 

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Learn the customers brand and vision. Clearly communicate how you plan to align with their vision and deliver. 

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Receive updates on company and meaningful reasons to reach out throughout process

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Goals communicated early on in the sales process or early in their journey need to be tracked and when possible, celebrate the accomplishments. Once this happens, additional goals need to be identified for our team to strive for.

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Send mid season survey, (July time frame) to help identify how we are doing. Timing is intentional because many properties experience stress during this time. Helps uncover potential concerns before they fester and can be addressed earlier.

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Follow-up thank you note for the referral. 

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Follow-up thank you note for the referral. 

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follow up email about points of pain and how we plan to address it in the proposal.

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follow up email about points of pain and how we plan to address it in the proposal.

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As we figure out who our advocates are, try to determine if there are additional opportunities within their network that they would be willing to make an introduction to on our behalf.

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Thanking for site walk/conversations/ etc to tee up the proposal they will get later. Create a sense of friendship. Set the tone that we are friends

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Make proposal meeting exciting - snacks, drinks? Make it fun, different, memorable. 

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Make proposal meeting exciting - snacks, drinks? Make it fun, different, memorable. 

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Part of site walk - site audit as a consultant

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Part of site walk - site audit as a consultant

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Best in class vs. Existing condition and scored. Part of the proposal submittal so it's not just about Landscape in the initial meetings.

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Is the customer an emotional or an analytical buyer?

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Is the customer an emotional or an analytical buyer?

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The best part of focal pointe starts now

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The best part of focal pointe starts now