BUILDING YOUR TEAM


Townsend says half of their clients will still want to try the plant they do not recommend, and the other half will trust them to choose a plant that will perform best.


Another common challenge is dealing with those who prefer to micromanage. Bonick says these individuals require predictable communication and you should pay attention to the areas they are focused on. “Education is always important


and, especially with micromanagers,” Bonick says. “They may be focusing on a particular part of the project, so you must explain that there is a process and how changing it could affect them, then manage the new expectations.” Townsend says they can usually tell


early on if a client has very specific ex- pectations and will over-communicate. They will send updates and pictures as well as make multiple site visits a day. Gibbons says for their HOA clients, they meet with the property manager and board members at least once a month. They also provide detailed re- ports and rapid follow-ups on communi- ty-wide concerns. “At the same time, we uphold consis-


Photos: J.W. Townsend Landscapes


training focuses on what the staff should and should not be sharing with the client. For instance, telling a homeowner their turf looks bad because it’s been cut too short reflects poorly on the com- pany when their turf crew handles the mowing. “The response we’d like to see and


that we are training our gardeners to respond with is, ‘Yes, you are correct, that turf does look a little rough. I’m sorry about that. I will contact my team leader, and we will discuss this with our mowing team. Thank you so much for bringing this to my attention,’” Townsend says.


NAVIGATING COMMUNICATION CHALLENGES


Some of the common issues when communicating with clients are addressing requests for unsound practices, micromanaging and managing multiple people interacting with the client.


When dealing with customers who want something done that isn’t feasible or horticulturally sound, Gibbons says they lean on their credentials and cer- tifications to prove their expertise. This allows them to guide their clients toward sustainable and effective landscaping


18 The Edge //May/June 2025


solutions. They explain the importance of proper horticulture techniques. Bonick adds you should validate the


client’s needs, then explain how their request may adversely affect them and offer a solution. Townsend notes that when they have good communication with their clients, they are more likely to trust their judge- ment on caring for their garden. “When a client suggests a plant or


a practice we do not recommend, we encourage the following approach,” Townsend says. “‘Ok, let’s try that plant, but in our experience that plant will not be happy in that location. However, we are willing to try it, and if it doesn’t work then perhaps we can replace it with a plant that we think will be happier in that location.’”


tent service standards across the prop- erty so that every homeowner feels their needs are being met within the broader context of the community,” Gibbons says. Miscommunication can occur when multiple team members are commu- nicating with the same client. Gibbons and Bonick recommend your team collaborate internally so everyone is on the same page and your message is consistent. Gibbons says their account manager is the point person who relays updates to the client. “We try to avoid this scenario, but it still happens,” Townsend says. “The best outcome is to have a meeting with the client, with all parties present, such that each team member can communicate the relevant information to the client, but at the same time establishing a des- ignated point of contact going forward.”


“When a client suggests a plant or a practice we do not recommend, we encourage the following approach, ‘Ok, let’s try that plant, but in our experience that plant will not be happy in that location. However, we are willing to try it, and if it doesn’t work then perhaps we can replace it with a plant that we think will be happier in that location.’” - Leigh Townsend, president of J.W. Townsend Landscapes


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