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Customer Relationships: A solid reputation

October 14, 2019 -  By
Shane McCoy

Shane McCoy

After nearly 21 years in business, Foothills Landscape Maintenance (FLM) in Windsor, Colo., has yet to run an ad. In fact, the company has never done any kind of traditional advertising simply because it has never had to. The $6 million company that provides 40 percent maintenance, 25 percent snow removal, 20 percent installation and 15 percent irrigation services to commercial clients has consistently grown year after year based on word-of-mouth referrals and a 98 percent customer retention rate.

“We see 10 to 15 percent growth every year and have never had to pull the trigger on running an ad in the paper or doing a billboard,” says FLM Owner Shane McCoy.

McCoy says good communication has been the key to his company’s success. Returning calls and emails in a timely manner, being flexible to customer requests, sending weekly updates and showing appreciation for clients both old and new have helped solidify FLM’s reputation as a company that gets the job done and does it well.

“Our customers are our lifeblood,” McCoy says. “They have not only helped us grow to the size we are, but they create opportunities for us to employ people in northern Colorado. The stronger those customer relationships, the bigger the bond we can create.”

This article is tagged with and posted in 1019, Cover story

About the Author:

Emily Schappacher is a freelance writer based in Cleveland.

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