PEER PERSPECTIVES


Leveraging Technology to Create Next-Level Customer Service


By Jill Odom


IN THE EARLY DAYS OF THE LAWN AND LANDSCAPE INDUSTRY, CUSTOMER INTERACTIONS consisted of a firm handshake and paper statements. Nowadays, companies are finding ways technology can augment customer relationships and help them stand out from the crowd.


DIFFERENT TECH SOLUTIONS Depending on the nature of your business will determine what type of technology is the most beneficial for your organization when it comes to communicating with clients. For instance, R&R Landscaping, based in Au- burn, Alabama, utilizes the Groundwork program for video project submissions. Leads can take a video of the space they’re seeking design/build services for. “It doesn’t replace the initial consultation, but it does help our designers to be better prepared for the consultation, and it gives us some insight


into the client,” says Claire Goldman, principal and head of design and business development for R&R Landscaping. “As simple as it is, it opened our eyes to the simplicity and clarity of video.” They also have their crews send an end-of-the-


day update video that walks through the project and includes what they completed and what they plan to focus on the following day. R&R sends update videos to out-of-town clients to stay in front of their questions. Goldman says they added Groundworks in 2020 due in part to COVID and the fact many of their clients’ properties are vacation homes.


26 The Edge //July/August 2024


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