Why Plant Mishaps Can be a Good Thing

Even when you’re passionate about the plants in your care, things will happen to them that are out of your control. But with the right approach, plant mishaps can actually be blessings in disguise. They present a great opportunity to show your clients how you resolve issues. When problems arise, the “four Cs”—cool down, consider, create solutions, and communicate—are key to delivering client-pleasing resolutions.

Cool Down Before Reacting

No one cares about these plants like you do, and it’s okay to be upset, but don’t show it. Cool down before addressing plant mishaps with your client. This helps prevent rash decisions that could harm your relationship. Instead, talk to a trusted team member in your company to vent your frustrations. Take a moment to breathe, gather your thoughts, and approach the situation with a clear mind. This step is important, especially if you have a quick temper like me.

Consider the Client’s Perspective

Think about things from your client’s point of view. Consider how busy they have been and whether they have worked with an interior plantscaper before. Giving everyone the benefit of the doubt can help you approach the situation with empathy and understanding, which is key to finding a solution. By seeing things from the client’s perspective, you’ll foster trust and understanding, setting the stage for a smoother resolution.

Create Solutions Quickly and Quietly

Fix the problem promptly and discreetly, and create a remedy that works for everyone. Assess the situation, identify the root cause, and develop a plan to address it effectively. Be proactive and resourceful, ensuring that the solution you provide is both practical and satisfactory.

Communicate Effectively

It’s always best to talk to people face-to-face when problems occur. Although it can be challenging, avoid texts, phone calls, or emails for serious matters. Communicate clearly and calmly, but don’t be afraid to express your passion for your work. Let your client know you are committed to resolving the issue and ensuring their satisfaction.

An Example of Handling Plant Mishaps

I once happily arrived at a client’s two-story office building on a cool, rainy Friday in February, eager to see the plants we had placed in the entry hall—four silver Walton Wall Sconces filled with pothos, along with a few ZZs in Vista Cylinders. However, my excitement quickly faded when I noticed the damp carpet and saw signs of moisture creeping through the ceiling tiles. I looked into the planters and found them completely full of water. In fact, each 6.5” grow pot was floating. Needless to say, this was not a good situation. Where did this water come from?

Determined to find out, I went upstairs to investigate and found that wallpaper had been replaced with paint on the wall directly above the planters. A quick question to a tenant confirmed that a toilet had overflowed and flooded the space. Oh no! I hurried back downstairs, found some gloves in my car, and thought of the first C—cool down. I sat in my car and prayed for a few minutes until I felt calm enough to tackle the issue head-on. Feeling more composed, I managed to slip one planter off the wall by sliding it over the wall screws. The other two were too full to move, forcing me to use a small paper cup to remove the excess water, bit by bit.

Yes, I was a little upset, but I reminded myself to communicate effectively. I realized the client probably didn’t even consider the plants when they made arrangements for the needed repairs. So, I waited until my next visit and calmly explained the situation to the client, making sure they understood the plants had been sitting in water and could have been damaged. Together, we collaborated on a solution—ordering several new plants to cover the mismatched upstairs wall and further enhance the hallway. In the end, we not only solved the issue but also created a stronger relationship, ensuring that I would be informed immediately if something like this ever happened again.

Embracing Challenges to Build Strong Client Relationships

As you and your team grow your business, know that there will be times when clear and professional communication is crucial for handling plant mishaps, and following the “four Cs” can help you navigate these situations effectively. You’ll not only resolve issues but strengthen your client relationships, positioning yourself as a reliable and indispensable partner. After all, you want to become a long-term asset and team member to your clients, so it’s important to always be considerate.