Bill Hoopes

Bill Hoopes founded Grass Roots Training in 2005. He was previously director of training with Scotts LawnService and Barefoot Grass. Hoopes is a past president of the former Professional Lawn Care Association of America (now part of the Professional Landcare Network).

Call them office staff, CSRs or whatever you wish, but your customer service crew is your front line of communications with our customers.

Successfully selling lawn service requires the process be well thought out. Then, an appropriate strategy must be crafted and executed rigorously every day.

Why don't more of us delegate? Typically, it's not that managers don't want to take advantage of the extra help — it's a matter of never learning the process.

A person who wants the job and understands how to perform tasks successfully, in a supportive world where recognition and appreciation are ongoing, will succeed. That early success, then, will drive the motivation to do even more and better work.

Coaching does work, but only if the "coachee" is into being coached

Turning learning into desired behavior is accomplished through timely repetition and positive reinforcement.

Walk out of your shop and back in again. If you were a top candidate, would you want to work here?

One negative person on our team can be as destructive to your plan as a hand grenate with the pin out.

The way to grow profitably and professionally is by developing people.