July 12, 2023

Service Stinks And That's a Good Thing!

14 minutes

In this episode of The Grow Show, Marty shares his recent experiences with horrible customer service, including traveling through LAX, security system salespeople, and an investment opportunity. In the last couple of years, it seems we have lost our way with customer service, and that, ladies and gentlemen, is the company's fault, not the team member's fault. Your internal customer service should never exceed your external customer service. To say it clearly, if you want your team to treat your customers well, then you better treat your team members great. Enjoy the show!

Discussion Points:

The horrible service at airports

Standout service at Delta and an O’Hare seafood restaurant

Marty’s desired investment falls through due to lack of follow up

An excellent salesperson fails at follow-up and even blames his team

Bad service is everywhere - if you provide only “good” service you’ll stand out!

Number one rule - be nice to everyone involved in your job

Number two rule – be attentive, what can you do the night before your job?

Number three rule - exceed expectations - it’s not that hard- just do what you said you would do

All planning is good

What landscaping experience would impress you?

Good service - Chick-Fil-A, Delta, Amazon

What are you doing to provide good service? Make a plan to make it great.

The Grow Show podcast is sponsored by STIHL and brought to you by The Grow Group - a leading coaching and education firm for landscape professionals. Your host is Marty Grunder, president and CEO of The Grow Group and Grunder Landscaping Co., one of the most successful design-build operations of its kind in the Midwest. The Grow Show shares ideas, tips, tactics, and insights that will help you grow your landscaping business.

Resources:

GROW! Conference Feb 2024

Steps to Client Satisfaction ppt

The Grow Group

Grunder Landscaping

Marty Grunder LinkedIn

Stihl

...more