Scaling a business in the lawn care, landscaping, and tree care industries comes with its own unique set of challenges. One of the most significant is managing your sales team effectively while maintaining control over the sales process. A well-organized sales team can be a powerful engine driving your growth, but without the right controls in place, their actions can lead to chaos and inefficiency.
Let’s explore the essential sales controls you need to implement as you scale your business to ensure smooth operations and sustained growth.
The Challenge of Managing a Sales Team
Wayne, a coaching client of mine, once shared his frustrations with managing his sales team. He lamented, “Fred, they just do the craziest things. They make price adjustments when they don’t have to. They promise our customers unrealistic delivery dates. They even make up things to say about our products sometimes.”
This scenario is all too common in the green industry. While you want your sales team to be driven and proactive, it’s crucial to establish boundaries and guidelines to prevent rogue behavior that could harm your business. Here are eight must-have controls to protect your company as you scale your sales efforts.
1. Define Negotiating Parameters
Set clear boundaries for your sales team to operate within. Outline pre-approved adjustments they can make in the field, such as discounts or credits. For instance, you might allow a certain percentage off for bulk orders or a specific credit amount for loyal customers. These parameters ensure consistency and prevent unauthorized concessions.
2. Establish an Approval Process for Exceptions
Create a tiered approval system for sales exceptions. For example, if an adjustment is worth less than a specified amount, the sales manager can verbally approve it. However, if it exceeds that amount, a physical sign-off from a higher authority is required. This process ensures oversight and accountability for significant decisions.
3. Standardize Sales Paperwork and Contracts
Require your sales team to use standardized paperwork and contracts. This practice minimizes errors, ensures legal compliance, and maintains consistency across all transactions. It also simplifies record-keeping and auditing processes.
4. Formalize Sales Scripting
Provide your sales team with formalized scripts for various scenarios. These scripts should cover common objections, product features, and key selling points. Consistent messaging helps maintain your brand’s integrity and ensures all customers receive accurate information.
5. Protect Proprietary Information
Implement employment contracts that safeguard your client list and other proprietary information. Consider restricting access to the database, so salespeople only have access to the information they need. This measure prevents data breaches and unauthorized use of sensitive information.
6. Use Company-Controlled Contact Mechanisms
Require your salespeople to use only company-controlled phone numbers, email addresses, and social media accounts when interacting with clients. Personal contact information should never be used. This control ensures all communications are monitored and retrievable if needed.
7. Direct Line for Client Feedback
Set up a direct line or portal for client feedback that bypasses the sales team. This system allows clients to share their experiences and concerns directly with management, ensuring that negative feedback is not filtered out. Addressing these issues promptly can enhance customer satisfaction and retention.
8. Record Clear and Accurate Sales Metrics
Track essential sales metrics, including daily dials, number of customer visits per week, closing ratios, retention rates, return rates, and net referral scores. Regularly reviewing these metrics helps you identify trends, measure performance, and make data-driven decisions to improve your sales strategy.
Implementing Sales Controls in the Green Industry
These sales controls are particularly relevant for lawn care, landscaping, and tree care businesses. In these industries, maintaining consistent quality and customer satisfaction is paramount. By implementing these controls, you can ensure your sales team operates efficiently and aligns with your company’s goals.
For example, standardizing sales paperwork and contracts is crucial when dealing with service agreements for ongoing lawn maintenance or large landscaping projects. Formalized sales scripts can help your team effectively communicate the benefits of seasonal tree care services or the latest eco-friendly landscaping solutions.
Protecting proprietary information is also vital. Your client list is a valuable asset, and safeguarding it ensures your competitive edge. Using company-controlled contact mechanisms and setting up direct lines for client feedback further enhance your ability to monitor and improve customer interactions.
Join Me for More Insights
If you found these tips helpful and want to learn more about scaling your business, join me on August 27th and 28th for a 2-part deep dive seminar, “From Here to There… The Journey to a High Growth / High Profit Landscape and Lawn Care Company.”
In this seminar, we’ll explore advanced strategies for growing your business, managing your team, and maximizing profitability. Don’t miss this opportunity to take your company to the next level.
Final Thoughts
Implementing these sales controls can transform your business operations, improve customer satisfaction, and drive growth. Remember, a well-managed sales team is crucial for sustained success in the green industry.
Be Well, Do Good Work, and Keep In Touch.
Fred Haskett
To Learn More Contact Fred at TrueWinds Consulting