MARKETING customers the ability to connect with a real person,” said Jeremy Yamaguchi, CEO, Cabana Pools. Yamaguchi gets that younger generations prefer texting, but older generations own more homes.“ The older generations tend to prefer person-toperson communication, and they may struggle more with digital communication. We don’ t make you take any extra steps to contact a real person, like having to talk to a chatbot first. This simple step makes a big difference.”
Landscape work does not always allow good communication time with customers.
Landscape Professionals
“ As the owner of several service-based businesses, I have found that many digital tools can help internally, but externally, customers still want personal, human interaction,” said Jen Potter, owner of Raven Property Services in Massachusetts.“ They just want it delivered in a modern, convenient way.”
The best form of communication, said Potter, is based on three things: clarity, consistency and convenience. To hit these marks, she finds the most success by using both text messaging and face-toface communication, at different times, of course.
“ Texting is my go-to for quick communication, confirming appointments, providing updates, and getting approvals without playing phone tag. It’ s also what most customers prefer,” she said.“ That said, nothing replaces face-to-face when it comes to building trust and truly understanding a client’ s needs. I love getting to know my clients, and creating relationships is so important.”
Maybe you read Potter’ s comments on texting and said,“ Duh.” Or maybe just,“ I agree.” But how many of you agree with her“ faceto-face” maxim?
“ What I’ ve learned is that, even with technology advancements in communication methods, it’ s still very important to offer your
Communicate if …“ My customers are basically saying,‘ Look, I use you for a reason. I just want my property to look great,” said Joe Langton, whose company provides commercial property maintenance and robotic mower services.“ They want me to communicate if it’ s going to cost them more money, or if I need to get inside the building. They want to know as little as possible.”
For the customers where Langton uses robotic mowers, his team will handle all the communication with the robot, even if the customer might have access too.“ I don’ t want my customer to see every communication that the robot makes. It’ s good to have all the data but only if the data goes to someone who can actually use it. Imagine you’ re a customer and you just keep getting alerts. You have to filter the information. I’ ve been telling my team,‘ You be the filter of the data.’” Langton said they handle it when they can through the app, then visit the site and alert the customer when necessary.
For the properties he services in Florida, many of the owners aren’ t at their homes in the summer months.“ All I do every week is send them a picture that the grass has been mowed so I make sure they pay their bill. A lot of times the people just want to see proof of service that’ s all they really care to see anymore,” said Langton.
" That said, nothing replaces face-to-face communication when it comes to building trust and truly understanding a client ' s needs."
- Jen Potter, owner, Raven Property Services
22 OPE + May 2025 www. OPE-Plus. com