Jonathan Garner has some good advice for pleasing clients and building a strong reputation. The handover deserves particular attention.
Phew.
Job done?
Not yet!
The tools are finally packed away and the surplus materials have found their way back to the shed. Hopefully, you’ve factored in a detailed cleaning of the site and surrounding areas. If the project is residential then please factor in cleaning the windows too.
Through my 35 years of designing, building and caring for residential gardens, beyond satisfaction with the job, the number-one comment I hear from clients is: “Thanks for cleaning the house and windows”.
Most of us landscapers are males, and many of us males don’t actually notice that building gardens creates plenty of dust and this dust settles on all surfaces: walls, windows, cars, outdoor furniture, clotheslines and everywhere else.
Quick tips
• If clothes are dry and still on the line, fold them neatly and leave them somewhere protected. If they’re drying and someone’s at home, explain to them you’re making dust and offer to take them down
• If the bins are empty and on the street, bring them in. The appreciation you’ll receive from domestic management (aka ‘the client’) will go a very long way, and
• If the project has included building works you – and usually the painters – are the final of the numerous trades that have used the dear client’s home like a depot, a lunchroom and disappointingly, on many occasions, a tip! Thoughtless trade services throughout the project often render our client with ‘tradesmen fatigue’ where they can’t wait for the ordeal to end (I deliberately say ‘tradesmen’ rather than ‘tradesperson’ as it’s often us absent-minded men that behave this way).
When we, the landscapers, behave more like thoughtful guests and are sensitive to helping out with ‘the little things’ – such as returning empty bins, leaving a parking space out the front, washing the dust from windows and other simple courteous acts – then we’ve helped to reduce that frustrating impatience clients feel from tradesman fatigue. I learned this simple practice during my apprenticeship under a high-end master landscaper and it’s been my policy since. Courtesy and attention to detail converts standard workmanship into the best job ever, and it’s these little things that bolster referrals, form enduring relationships and will help to convert having trades onsite from an ordeal to an experience.
This level of care is another step to elevating your company from landscape contractor to landscape professional status.
Sound practice
I’m fortunate to have created gardens for clients ranging from young first home buyers through to the dream clients – the ones with jaw-dropping wealth and massive garden budgets.
While working for the jaw droppers I’ve networked and have developed friendships with many of the high-end or elite landscape companies and designers. Prior to writing this article I asked my big-hitting colleagues what advice they had for landscapers aspiring to crack into, and staying within, the high-end market.
Further to agreeing with my clean and courteous policy, they all stressed the importance of communicating concisely and regularly. Use the phone. Return calls promptly, and continue the communication beyond the completion of the landscape works. Provide sufficient follow-up visits to check the client’s investment and your workmanship is establishing without hiccoughs. Ask permission to call in to check on things. Again, explaining your practice further demonstrates your commitment to landscape professionalism.
More tips
Quick tip #1: beyond any scheduled meetings, if the client is demanding and you’re time poor, then maybe pop in when you know they’re out and slip your card under the front door or text them, ‘Sorry I missed you. All’s looking well’.
The second crucial service is to provide an effective handover package with the client and maintenance horticulturists. This handover involves the process of documenting, inspection, communication and knowledge transfer.
Quick tip #2: organising the information for the handover package during the project is much easier than putting it together at the end. Elements or important items to include can be forgotten or missed when it’s being collated afterwards or in haste. Consider a project-management app your team can use to summarise the day’s work and record photos of elements in progress. Those things will be appreciated at handover time.
Up front
Factoring the handover into the quote looks good on your scope of works and obliges you to carry it out. It’s definitely worth the effort. Your team will be able to provide plenty of information while the project is underway. Getting them to photograph locations of underground services prior to burial, flag or documenting inconsistent soil conditions and highlighting other peculiarities will save you plenty of time at the end.
If a designer is actively involved during construction, obtaining the relevant info and documentation from them during the development stage is easier when they’re invested in the project than after it’s completed. Plans and set outs often change during the project. If so, ask the designer for some blank copies for you to make adjustments. Better still, ask the designer to amend their plans.
The same goes for irrigation, electrical, plumbing and other building contractors. Get them to mark out their services locations on a plan while they’re onsite (good luck getting this information from them afterwards).
Getting everyone’s buy in demonstrates to all involved you’re integral to managing the project. Here’s some detail of what to include…
Provide comprehensive documents:
• Detailing working and services plans. Include specific details such as drain locations, spare conduits for future latent works or upgrades, irrigation-system zones including emitter quantities, flow rates and so forth. Low-voltage cable layout with lights and lamp details;
• Once the working plan is completed, get it laminated for in-field durability;
• Provide a list of all plants, including botanic names, cultivars and common names, along with information on establishment watering, (if the client plans to maintain it, include information on feeding, pruning and pest control). Consider giving them a gardening book or offer lessons;
• Consider putting the plant information and locations on an identical plan to the services plan;
• If it’s your design, document the desired heights of plantings such as hedges and screens and when to commence pruning. Design intent needs to be outlined and explained;
• If it’s a designer, hit them up for the design intent information…in written format. Afterall, it’s their design so it’s in their interest to see their vision is realised.
• Outline a projected thinning program for trees and shrubs in the future;
• File the equipment manuals and warranties such as irrigation controllers, pond pumps and lighting systems, and provide detailed manuals for operation and maintenance;
• Details of surface treatments such as paints, lime wash, stone sealers, decking oil and timing for future applications;
• Clearly outline warranties for plants, materials and workmanship, including contact information for warranty claims;
• Share contact details for ongoing support, maintenance, and warranty claims, perhaps using a business folder to present it in and follow up with an electronic copy;
• Including progress photos in the file reminds the client of the journey.
Walkthrough
Here’s a few thoughts specific to a detailed project walkthrough at or before handover:
• Arrange a convenient time for a comprehensive project walkthrough with the client, horticulturist and designer;
• Pay attention to detail. Ensure the place is immaculate with no little surprises. This isn’t the time to be fixing things;
• Present the clients with new hoses and nozzles. Without fail, the client would have been left with kinked hoses and no nozzles;
• Demonstrate (with their new hoses), explain and provide written instruction for the establishment watering schedule;
• Demonstrate the operation of irrigation systems, lighting systems, and any other installed equipment;
• Clearly communicate the successful completion of the project, emphasising key achievements and addressing any potential concerns;
• Clearly outline the expected performance and lifespan of various landscape elements, addressing potential seasonal changes. This is a good time to educate all parties about achieving the design intent;
• Possibly schedule a separate meeting with the gardeners to discuss the finer project details; and
• Offer further gardener training on the operation and maintenance of irrigation, lighting systems, and other relevant equipment.
Pro service
To summarise, please keep in mind that we’ve been paid to create a living and dynamic environment. With this comes responsibility towards the client and the local environment. Unlike a house or building, our work is an ongoing project which requires monitoring, reviewing and, if required, adjusting.
Providing a detailed handover service and returning to check on the development will exceed your client’s expectations, solidify your reputation as a high-end landscape professional, and greatly assists with the quest of achieving the design intent.