Customer relationships: Introspection

October 14, 2019 -  By
Environmental Enhancements chooses to be honest and upfront with its clients. (Photo: Environmental Enhancements)

Environmental Enhancements chooses to be honest and upfront with its clients. (Photo: Environmental Enhancements)

The bimonthly self-audits account managers at Environmental Enhancements do on each of their clients’ properties are extensive. The 10-point self-evaluation covers things like overall turf quality, the coloring of enhancements and presence of weeds in hardscape cracks or sticks in the landscape beds.

Fred Peratt, owner of the $4.2 million Sterling, Va.-based company that provides 49 percent maintenance, 22 percent design/build, 25 percent snow removal and 4 percent irrigation services to a 98 percent residential clientele, says these audits allow the company to be proactive and provide its clients with direct, honest feedback.

“Some companies shy away from things like this because it makes them vulnerable, but we feel it makes us better,” Peratt says. “Our clients know we are not trying to hide things.”

The result of each audit is emailed to the client, which is just one way Environmental Enhancements maintains consistent communication with customers. In addition to a client newsletter, the company has a quick and efficient process for urgent customer problems or requests. Peratt’s office manager, or “director of first impressions,” also sends weekly notifications to inform clients of the service they will receive during the coming week.

“You have to nurture those relationships every day, every week, every month throughout the year,” Peratt says. “Doing that forms long-term relationships, which is the core of why we are in business.”

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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