Customer Retention Strategies Every Interiorscape Professional Should Know

Customer retention is a top priority in any service-based industry, but sooner or later, every interiorscape professional will face the challenge of losing a client. Whether the cancellation stems from budget cuts, leadership changes, or a shift in design approach, that dreaded call or email eventually comes. Losing business is a hard blow to absorb, especially if it’s one of your most profitable accounts that you depend on to help cover rent, payroll, and other major business expenses.

That’s why I prefer having a balance of small to medium-sized accounts alongside a few larger ones. I once knew a local landscape nursery that weeded out its smaller clients to focus solely on a single big-box retail chain. For years, that strategy worked, until the box store’s corporate headquarters implemented a policy change declaring they would only pay for what was sold and return the rest. A year later, that local nursery had closed its doors. That story stuck with me, and it’s one of the reasons I make client retention a priority. Below are a few strategies I use to reverse cancellations and build stronger client relationships.

Understand the Reason Behind the Cancellation

Asking “why” on its own can sound a little pathetic, so I usually say something like, “I’m so sorry to hear that. Could I ask the reason for your cancellation? Is there anything I can do to help fix the situation?”

If you’re confident you’ve been providing excellent service, the cancellation is likely the result of an economic situation. So, when a client mentions they need to cut costs, I try to work with them to find a price point that fits their needs. Unless the company is in serious financial trouble, such as facing foreclosure or falling behind on payments, it’s worthwhile to adjust the scope of service to decrease expenses.

There are several cost-saving solutions you can offer to improve customer retention. Consider moving from weekly to bi-weekly service, reducing the number of plants on-site, or switching to hardier, low-maintenance species like dracaenas. Another option is replacing some live plants with high-quality artificial botanicals to lower recurring maintenance costs. Small adjustments like these can preserve the relationship while still meeting the client’s needs.

Maintain Regular Communication With Interiorscape Clients

Not every plant technician delivers the same level of service, and clients may quietly grow dissatisfied. In my experience, most people don’t enjoy complaining—they often wait until frustrations build to the point where canceling feels like the only option. That’s why regularly checking in with your interiorscape customers or asking for performance feedback can be one of the most effective customer retention strategies. It gives you the chance to resolve concerns before it’s too late.

If consistent communication has been lacking, a cancellation notice might be your last chance to address the situation. Offering to assign a new technician, increase management oversight, or even reduce the service cost for a dissatisfied client may be enough to repair the relationship. However, it’s important to be honest about what you can deliver. If you can’t guarantee better results, it’s wise to avoid offering anything, as this could backfire, leading to deeper frustration and, worse, negative reviews. A few poor ratings can have a lasting impact on both your current client base and reputation.

Make Customer Interactions More Personal

Have you ever been broken up with by letter, email, or text? I have, and while it was easier for him to avoid my emotional reaction, it highlighted something important: avoiding personal interaction can feel dismissive. The same goes for client relationships. Unless you’ve been asked not to return to the location, show your interiorscape customers they matter by stopping by in person.

I like to arrive with a kind offering—a beautiful orchid or a bottle of wine—and ask for a quick meeting to discuss a solution that works for both sides. Even if the client declines the meeting, the visit itself speaks volumes. It shows you value the client and are willing to make an effort, which can go a long way toward strengthening the relationship.

Turn Client Cancellations Into Growth Opportunities

Of course, there are times when no matter what you do, nothing will change the customer’s decision. When this happens, I take a step back and evaluate where I could have performed better. Was there a gap in communication? A lapse in service? I use those moments as opportunities to improve the overall customer experience and strengthen future customer retention. When I lose a client, sometimes I’m tempted to take it personally, but I remind myself, “When one door closes, another will open.”