After speaking this past weekend at the Summer Symposium of The Professional Landcare Network (PLANET), I’ve been contemplating the fact that great customer service is nothing more than consistently performing to the expectations of your clients. Too often we stop doing what works to try the latest idea. Companies need new ideas to grow, but not at the expense of what helped them develop their unique position in their marketplace. As simple as it may seem, one of the greatest challenges in business is to perform consistently – every day – without exception. It’s a nice goal to consider. Maybe this goal with a backup plan or two could enable you to transform your industry — ?
Leaders from green industry companies across the U.S. shared some of their secrets during our 90 minutes together – my favorite? — "its the little things that make a big difference." There is no magic bullet. A complimentary rose bush is remembered for as long as it continues to flourish – its fragrance and color reminding the client of a favorable experience. Too often we try to be bigger and better, when all we need to be is different. In our society of constant change, different is a little extra at the right time – combined with consistent service – friendly, cheerful, caring, appreciative….you name the descriptor, because it only matters to you and your customer. Only you know why your customers favor you over your competitors. Maybe they just like you better – and there is nothing at all difficult about being likable if you truly love your work and the people you serve. I doubt customer service is secondary to you, or you wouldn’t have read through this far. No, I suspect customer service is the heart of your business. 
Its that one thing that means something to you and your customer – that thing that connects you and your customer in a way that changes both of you — forever. Great customer service is the right way to do business – which is why it works!
