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TRAIN MIDDLE MANAGERS TO ENSURE SUSTAINABLE SUCCESS


B


uilding a strong landscape com- pany requires ongoing training


for all employees. While company policies and procedures are taught at new employee, safety and equipment use educational sessions, many com- panies do not offer a critical piece of training. The missing piece is training specific to the middle management level—such as account managers. NALP is addressing this gap with account manager training seminars that prepare employees to service, sell and retain clients—a critical role for all landscape companies. The first was held if February with the next event being held in Las Vegas in September.


“The account manager’s ability to build relationship with clients, resolve service issues, sell services, and turn upset customers into raving sup-


porters of the company is necessary for the business to grow and to be profitable,” explains Ken Thomas, principal of Envisor Consulting. “The two-day, interactive seminar provides practical tools and information to help account managers succeed.” The course is appropriate for companies of all sizes and for anyone who handles client-facing responsibilities to sell, serve and retain customer accounts. Attendees learn to look at land- scape services through the property manager’s eyes by understanding their budget cycles, vocabulary used in property management and the issues that are important to property managers. “We also teach them the importance of job site management, labor efficiency and effective field level communication because it is up to the production team to make sure


that the property manager’s concerns and expectations are handled at the highest level,” says Thomas. “Too many times, a new account manager is handed a list of customers and the keys to a truck and told to go be successful,” says Thomas. The reality is that landscape services are typically one of the largest items in a property’s budget, so it is important that the account manager knows how to build and maintain a strong, trusting relationship with the property manager, he says. “Often, decisions about which company to use are based more on a relationship than a product. That’s why account manager training is so important.” The next account manager seminar is September 5–6, in Las Vegas, NV. Go to bit.ly/nalpacctmgr for more information and to register.


Attendees learn how to build and maintain strong relationship with clients to ensure success. NATIONAL ASSOCIATION OF LANDSCAPE PROFESSIONALS 15


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