KICKER NIGHT LIGHTING


By Kevin Smith


The way of the white glove


L It is always a good


idea to strike while the iron is hot.


Prepare a lighting maintenance agreement in advance and


discuss with your client while they are dialed-in to


their new lighting system.


andscape lighting has become a huge part of the landscape business as every year more contractors add it into their portfolio of service offerings. Most are becoming very skilled with their design and installation practices. Some need to improve on their post-sale process with white glove service. Tis includes a nighttime adjustment for focus, a grand reveal and walk- through, as well as a prepared maintenance plan.


Night adjustment and focus


When bidding a landscape lighting job, it is import- ant to account for a night adjustment and focus. Ask your customer not to look outside during this adjust- ment. Te goal is to perfect the lighting so they see it for the first time at the grand reveal. Depending on the fixture count and size of the


project, this may require several team members to complete. Have your installation truck and inventory on-site just in case any lamps or fixture changes need to be made. Be sure to have additional equipment such as hands-free headlight flashlights and walkie- talkies for communication. Begin by turning on the transformer manually


and start to walk the property. Note all your initial observations. Sometimes the slightest adjustment can make a huge difference. Be prepared to exhume and move a fixture if


needed. Some contractors often leave well lights out of the ground until after the night focus. Tis allows the well lights to be installed in the correct position without additional holes. Be sure to have extra lamps or optics to provide the maximum effect. Once every fixture has been adjusted and focused, it is time for the grand reveal.


The grand reveal Kevin Smith is the national technical support and


trainer at Brilliance LED LLC, Carefree, Arizona, and can be reached at kevin.smith@brillianceled.com.


10 Irrigation & Lighting March 2023


In previous articles, we’ve discussed providing white glove service and giving the customer that little something extra. Te grand reveal of their new land- scape lighting should be just that. Consider it similar to the opening night of a production. It is important that your customer does not see the lighting system on before the night focus and re- veal. Tis should be the surprise. Many designers will


schedule this event with their clients and encourage them to invite their neighbors. Be sure to have busi- ness cards and brochures set out also. Tis could pro- duce some new business if others have been invited. If the system uses a smart controller, set up the main switch on a tablet and be ready to operate the system. If the system uses an onboard timer or pho- tocell, be sure the manual switch is ready. Have a team member on the phone or radio ready to turn on the switch. Do a count down with your client: 5, 4, 3, 2, 1, lights on! At this point, you should be receiving a big round of applause. Allow your client to take it in, and then walk to each area to make sure they are completely satisfied.


Present the maintenance agreement


It is always a good idea to strike while the iron is hot. Prepare a lighting maintenance agreement in advance and discuss with your client while they are dialed-in to their new lighting system. Tese maintenance services can be performed


monthly, quarterly, biannually or annually. Such services include resetting timers, adjusting fixtures, and cleaning lenses and fixtures. If the client choos- es fewer maintenance dates, you may offer a service for a small extra fee if they have a special gathering. If you wait to have this conversation later, the op- portunity to sell your premium service may be gone. Lighting maintenance agreements can always keep your foot in the door and ready to serve the custom- er. Remember, they may want to add to their system, upgrade it or even move to another location.


Keep your customers close and be there for them. Tis will always lead to a reward in some fashion. Strong after-the-sale service is essential to continue in the way of the white glove!


Want more tips on elevating your service?


Read the full version of this column online at irrigationandlighting.org.


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