Client Retention Strategies for Interiorscapers

Unlike a utility, the interiorscape business is a luxury service rather than a necessity. I constantly remind myself of this and make every effort to prioritize my clients’ needs. If my service becomes a bother, it gives clients a reason to cancel or bid out to one of the many other interiorscapers in the city. Here are some common—but avoidable—pet peeves and a few client retention strategies to help keep your customers satisfied.

No Response

Whether it’s an email or voicemail, most clients understand if you can’t respond immediately. What frustrates them is when there’s no response within 24 hours or longer. With today’s instant and reliable communication technology, it’s rare for a business owner to be unreachable. Some exceptions might include being on vacation, dealing with a family emergency, or a sudden illness. In such cases, set up an automated email response with an appropriate reply, including the contact information of the next person in charge. Whatever the situation may be, if clients know you’re not intentionally ignoring them, they will be more sympathetic. It’s the “not knowing what’s going on” that can quickly make clients feel neglected and drive them away.

Cell Phone Interruptions

Maybe I’m old-fashioned, but I get annoyed when someone is carrying on a conversation for everyone to hear while standing in line or checking out of a store. Just imagine how bothersome that phone conversation is when you’re at work, trying to concentrate. Clients find it extremely rude when vendors come into their workplace with constant text notifications or personal calls. Typically, I set my phone to silent anytime I enter a client’s building and encourage my staff to do the same. I even routinely remind them to double-check their settings. I’ve forgotten before and had my phone ring while in an executive’s office. It’s extremely embarrassing. However, the only thing you can do is apologize and make sure it doesn’t happen again.

Damaging Property

Obviously, a client will get mad if you or your staff do something major, like accidentally backing a truck into the building (which I’ve seen happen before). Incidents like this are generally rare, but it’s crucial to have good liability insurance just in case. More often, small property damage occurs when people aren’t careful. For instance, some plants like aglaonemas leave a sticky residue when cut, easily staining surrounding walls if the technician isn’t careful during removal. And plants in the ficus family, such as robusta and lyratas, contain a milky white sap that has ruined many company shirts. I’ve tried scrubbing, bleaching, and using vinegar, but I haven’t figured out how to remove those stains. If the sap destroys clothes, it will also ruin any cloth furniture or rugs it touches.

I’m not always the most graceful person, and it’s easy—especially when tired—to be a bit clumsy while pushing around a heavy cart or watering machine. Bumping into a wall with a metal edge is bound to leave a dent or mark. I had a client repaint their walls, and while installing new plants, the cart tapped against the paint. Thankfully, there was no visible damage. I didn’t want to explain to the office manager that I had just ruined their brand-new accent wall.

Debris

One of the most common blunders an interiorscaper makes is spilling dirt. Handling soil inside always risks making a mess. I’ve had quite a few incidents over the years with plants falling over inside a building, and it’s embarrassing and stressful every time it happens. Now, when I move plants, I take extra precautions to avoid a messy situation. One trick I use is to place a thick plastic trash bag around the container and cinch the ties tightly (without causing damage) around the plant’s trunk.

Another trick is to never water plants before delivery and keep the soil as dry as possible. If you’ve ever spilled wet or damp soil onto carpet, you understand why I say this—it’s a nightmare to remove. Whenever I do an install, I always carry a small dust buster along with a brush and dustpan just in case. If you do happen to spill wet, soggy dirt on carpet, let it dry before cleaning it up. Otherwise, you can create a muddy mess that’s even harder to fix.

Leaf debris is another common client complaint. It seems simple to put all your plant trash into a bag, but occasionally, I get a call about leaves being left behind. This tends to happen when a technician is trying to handle too much at once, misses the bag, isn’t being careful, or thinks they can fit everything into their pocket. While this may not seem like a big deal, it can be aggravating to cleaning staff and employees who have to pick up the mess.

As a rule, I always try to look behind me to make sure I don’t miss a stem or leaf. The EZ Sweep portable handheld sweeper is a great tool to pick up all those little pieces of dead ends or loose dirt. Finally,, don’t use your clients’ trash receptacles for your compost material. It irritates cleaning staff because that’s extra trash they have to deal with, and it makes your clients upset because most have to pay for their own trash removal.

Building Lasting Client Relationships

Following the above client retention strategies keeps you in good graces and makes your service a seamless part of your client’s daily routines. By prioritizing clear communication, respecting their space, and handling every detail, you can build stronger relationships and foster long-term loyalty. Delivering exceptional service not only enhances client satisfaction but also sets you apart in a competitive market.