In today’s competitive Lawn, Landscape, and Tree Care market, great work alone isn’t enough—how you show up, communicate, and anticipate customer needs is what truly sets you apart. Exceptional service is built on consistency, trust, and a willingness to go beyond expectations at every touchpoint.

Be proactive.

Provide the customer with information about the property they may not know. Be the customer’s eyes and ears beyond just the landscaping. When something needs attention, let them know what needs to be done before it becomes a problem.

Be flexible.

Offer the kind of pricing and options you would expect if you were in the customer’s position. See the situation through their eyes. Understand what they need—and when flexibility matters most, especially for seasonal or evolving needs.

Be available.

Customers value accountability. Show them you can make decisions, resolve issues, and follow through. Confidence grows when they know you’re reliable and reachable.

Go beyond Gold.

In competitive times, the Golden Rule isn’t enough. Follow the Platinum Rule: “Don’t treat people the way you want to be treated—treat them the way they want to be treated.” — Tony Alessandra

Make it easy to do business with you.

Leading green industry service companies emphasize removing friction from the customer experience—through clear communication, easy scheduling, upfront pricing, and real-time updates. The easier you make it for customers to say “yes,” the more they will trust and return to you.

Be responsive.

Respond to every customer inquiry within 12 hours—if not with a full answer, then with an update. Use whatever channel works best: phone, email, or text. Responsiveness shows respect.

Don’t practice “customer dis-service.”

Nothing damages relationships faster than inconsistency or disregard. You will lose customers if you:

  • Don’t return phone calls promptly
  • Don’t respond quickly to requests
  • Keep them waiting
  • Criticize competitors
  • Argue with them
  • Drop by unannounced
  • Fail to thank them
  • Fail to communicate regularly
  • Don’t understand their needs

Learn from your mistakes.

Mistakes are opportunities—to listen better, show you care, and improve your service. What matters most is how you respond and what you learn.

“How are we doing?”

It’s a simple question with powerful impact. Asking it shows you care and helps prevent small concerns from becoming major issues. The key is to act quickly on what you hear.

“Make a customer, not a sale.” — Katherine Barchetti

Be well, do good work, and keep in touch.
Fred Haskett