Scheduling, tracking, and training for success:

Utilize Outlook calendars to schedule recurring meetings with customers and internally to ensure all properties are visited at least once a month.

Account Managers must submit a customer meeting and property visit schedule for the upcoming month to the Branch Manager by the last Friday of each month.

• Branch Managers are to submit to the Regional Manager after review.

Each job over $3,000/ month must have a recurring monthly meeting onsite with the customer. A site audit must be performed and submitted to the customer, Branch Manager, and Branch Administrator.

• Monthly site visits to all properties must be performed. Schedule these geographically and in coordination with our service schedule to see crews on site. A site audit must be performed and submitted to the customer, Branch Manager, and Branch Administrator.
  • During these property visits, take the opportunity to teach crew leaders how to send photos of completed site audit items and identify issues to you. This will help to improve custome communication. Scale yourself!

Schedule these visits over the first four weeks of the month.

Utilize the occasional 5th week to take two customers to lunch at a minimum.

Branch Administrators will track all completed site audits and debrief the Branch Manager at the end of each week.

• Utilize the Customer Touch Log as a relationship tracker.
• The Customer Touch Log must include two key points of contact. For example, a voting board member, a landscape committee member, a property manager, or a building engineer. Two key points of contact need to be a decision-maker or a person of influence that helps foster a partnership.
• It is required that both of these two (customer) key points of contact also have two Russell Landscape contacts. These four people must meet in person and continually develop a relationship to build a partnership.

Branch Managers must spend, at a minimum, one full day or half day each week with an account manager. This time will be used to collaborate and invest in developing account managers while touring sites and meeting and strengthening customer relationships.

Account managers must always present as humble and authentic.

When a meeting starts to close, speak to a general summary of notes taken during this time. It is crucial during this summary to set realistic expectations. Avoid an over-commit under-deliver scenario.

The RL newsletter must be sent to each customer at the beginning of each month.

Always add site-specific information. This will enhance the power of this email to the customer.

A healthy balance of sending pictures to customers and bragging about the results of our team’s hard work is good. It shows that we are proud of our ability to deliver an excellent customer experience.