Client Site Visits: How Often Do You Service Accounts?
“This is a continuation of a blog post series where we will bring in the best discussions from our Interiorscape.com Facebook Group. Join the discussion!” – Jeremy Dearringer, CEO, NewPro
LET’S TALK ABOUT CLIENT SITE VISITS
Every interiorscaper needs to stop by a client’s to check in on installations and ensure plants are in good health. However, how frequently should you make a client site visit? Do you visit weekly or bi-weekly? Have you changed older clients over to a new service frequency? How have you handled pricing for this?
Here’s how other interiorscape pros handle client site visits:
“We do both. Older accounts that are used to seeing us weekly plus the plants have acclimatized to weekly. Newer accounts, we try to suggest plants that can handle two weeks but during the acclimatizing, we check. We’ve never taken a plant off weekly and made it any different so the price is not a factor. There’s a lot to be said for sub irrigation but as an “oldtimer” in the business, watering is not top of the list. I’m more interested in customer service and that’s how loyalty is created. We love our clients and we love hearing good things about our company and techs.” -Carol Pendergast Christian, Carol Christian and Associates, Inc.
“Our company has done 10 day service scheduling for years for most of our clients and it’s worked well. We do have some weekly routes that are primarily residential and hospitality, but 10 day is great and allows you to shift service days slightly for holidays, sick days, etc. For the most part, we are selling results (good looking plants, timely replacements) as opposed to process. We’ve had no pushback on 10 day.” -Matthew Gardner, The Wright Gardner
“Once a week. We have a couple malls we service twice a week with the second visit being “damage control and clean up.” -Pepper Ballien, Interior Gardens
“We are still doing almost exclusively weekly, although we do have a few clients who only want biweekly service. Our experience with a lot of accounts is that dust builds up too quickly in many buildings to permit biweekly visits, and clients like to see someone more often than that and are willing to pay for the privilege. We do subirrigate a lot to save time watering though.” -Clem Cirelli, Bellmont Greenhouses
“I prefer weekly…but that’s because I’m a worry wart! We don’t necessarily water every week. But we do see the plants…and our customers see us. That’s probably the most important part!” -Mandy Moss Johnson, True Moss Interior Plantscaping
“The majority of our accounts are weekly. The ones at the edges of our service area we design to go every other week.” -Karen Tuliplane McGowan, Capital InteriorScapes
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