A cabin in New Hampshire needed regular snow removal – with enough snowpack maintained for snowmobiles.
When this customer reached out to Karner Blue Landscaping, they had multiple specific requests. They needed a better contractor to take care of their snow plowing needs at a cabin in North Country New Hampshire. The grassy median had been scalped by the last plow, the base was plowed too short, and the price charged didn’t feel worth the value provided.
At Karner Blue, we had the right tools to tackle the problem, with the extra care and attention to detail required to meet the customer’s necessary specifications. This job was more than just pushing snow. The work required a thoughtful, methodical approach that would take time to execute well.
The customer had only a few requests, but they were very specific. One, they wanted to be heard. Numerous snow plow outfits didn’t seem to understand what they wanted, or ask questions either. At KBL we always make sure to listen first, repeat the request back to the customer for any clarifications, then provide an evaluation that includes the time and cost involved. This method optimizes communication effectiveness by reinforcing to client and contractor the scope of work, and minimizes the probability of mistakes or cost overruns.
The shift from understanding your customer to providing a valuable service is easy. It simply requires that you repeat to confirm exactly what they’re looking for. And once confirmed, explain clearly how much time and cost the project will take.
Here are three takeaways:
- Listen: What is the customer asking for? What challenges have they experienced leading up to the need for the project to be completed? And are you taking the time to understand exactly is being requested of you?
- Repeat: Word for word, repeat to the customer what you’ve heard. If you say something wrong, they’ll let you know. It prevents misunderstandings, cost overruns, and costly mistakes.
- Evaluate: Now that you know what the project involves, however simple or complex, .
Presentation Is Everything
Presentation is a pivotal and often missed step in securing your customer’s total satisfaction. Ask yourself, does it look right? Are all the project’s corners clean? Were the T’s crossed and I’s dotted? It only takes a few minutes to be careful, or go back and fix small errors.
And once you’re done, PRESENT the final product to the client with photos or a walk through. Ask them next; “How does this look?” You should already know the answer. Because you won’t ask until you’re ready to hear “Wow!! Nice job.”Not only should the job look presentable, but so should your invoice. Your invoice represents your company’s standard, and it should contain a header, logo, address, time of service, details of the project, and any notes to show the client their expectations were heard.
What these clients wanted most was a clean driveway, 2-inches of base snow cover for snowmobiles, and none of their turf plow-scalped in the process. At Karner Blue we got it done, marked the project “Mission Complete”, and what we heard next from the customer was fully expected. “Wow!! Nice job.”
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