A Plantscaper’s Guide to Managing Client Expectations

It happened! You reached out to a potential client about incorporating live plants into their space, and they’re on board. So how do you proceed? Establishing a long-lasting business relationship begins with meeting client expectations from the start. There is already a level of trust between you if your client knows your work or you come highly recommended. However, for those prospective clients who know little about our industry, it’s crucial to educate them on plant and container options. More importantly, you must explain your company’s commitment to ensuring these plants flourish, enriching their environment. Often, successfully managing expectations and reaching a mutual agreement is the key to closing the deal. 

Laying the Groundwork

After expressing your gratitude for the prospective client’s time and interest, ask the following questions:

• Why are you interested in incorporating live plants into your office?
• Have you previously worked with a company specializing in indoor landscaping?
• What is your budget range for this project? 
• Which areas are you looking to accent with live plants?

Next, give a brief overview of how your company plans to create a unique indoor plantscape. Emphasize that you primarily provide a service, with live plants coming second—the client’s investment is in both the greenery and your dedicated team. The customer needs to hear that you are committed to their satisfaction, but that there are some boundaries. For example, I’m very clear from the start that our guarantee covers free replacement of any plants for the life of the contract, a promise we call guaranteed maintenance. However, we also explain that this guarantee does not cover loss by theft, water damage, physical impacts, or extreme temperature changes within the building. Setting these client expectations from the start helps to prevent any misconceptions about the scope of our services.

Managing Plant Health and Client Interactions

Once an agreement is finalized, I like to designate a single contact person for communication. I ask that anyone with concerns about the plants relay their issues to this contact person, who will then reach out to me. This approach ensures I can directly address problems and allow my team to fix them. Additionally, I request that this contact person inform everyone not to water or move the plants, as our team is already taking care of these tasks.

When a plant is ailing, it’s not uncommon for every person in the building, from the security guard to the janitor, and even passersby in the elevator, to inform us. Most times, the plant is in less peril than suggested, but it’s usually best to graciously acknowledge their concern with a promise to address it immediately. Being a skillful plant technician often means playing the part of a considerate listener and good actor. After a situation like this, make it a point to follow up with your contact person to let them know the situation has been handled. If you can’t solve the problem with care, replace the plant immediately.

When clients relocate plants, it’s a challenging problem. For instance, a building manager once sent me a photo of a bone-dry Aglaonema ‘Maria’ with yellow leaves and wilted flowers—a clear sign of distress. Someone in the building had moved it to accent a new furniture layout without our knowledge. Luckily, we were able to save the plant, but it’s an example of how difficult it can be to manage numerous plants in a single building.

Embracing Nature’s Imperfections

One of the most challenging client expectations is perfect plants. While all interiorscapes strive to deliver beautiful greenery, perfection in nature is unattainable. This is one of the hardest concepts for me because I truly care about what my clients think of their plants. Imperfections are inevitable—be it brown edges, yellow leaves, or minor blemishes—so I like to gradually guide clients toward appreciating the realistic beauty of plants. Some clients are immediately pleased, but others may need more attention and communication. 

Your ultimate goal is to become a trusted member of the client’s team. This is very rewarding in a way that money cannot buy. Just remember, selecting the right plant for the right location will reward you with slow but steady, beautiful growth. Plants make us happy, so share your joy with clients! Point out the beauty of new leaves, the natural shedding of older ones by a dracaena as it forms a trunk, or the unique variegation on each leaf of a Philodendron ‘Brasil’. Celebrate the diversity and beauty of plants with your clients, fostering an appreciation for nature’s imperfect perfection.

Navigating Plant Trends

The recent surge in plant popularity is also extremely challenging to deal with—not all desired varieties are available. It’s crucial to communicate these challenges upfront, setting expectations with clients. But here’s where you, the plantscaper, can truly shine! Use this opportunity to showcase your creativity. Try new plant varieties to create the look you want and show your excitement for navigating these trends. This adds value to your clients’ investment they have made with you.

Securing Success

After completing the walkthrough with your happy new client, take a moment to ask, “What made you choose us for this contract?” Their response might surprise you. This question not only fosters growth in your business and relationships but also underscores the importance of managing client expectations and maintaining open communication. Together, these practices form the foundation of a lasting business partnership.