Approach and Communication:

1. On-Site Greetings

   • Begin with a warm on-site greeting when meeting the client. If you see opportunities to perform small acts of kindness like taking the garbage cans from the driveway to the garage, please do.
   • When first meeting a new client, introduce yourself and your role within the landscaping crew

2. Hands-On Interaction

   • Engage in hands-on discussions with the client about their needs. Clients like to hear how you make their property look great!

3. Clear Verbal Communication

   • Clearly communicate today’s goals, emphasizing key points
   • Provide a realistic timeline for the visit or project

4. As-needed Updates

   • Share updates on changes and any unforeseen challenges

5. Approachable Presence

   • Maintain a positive and approachable demeanor
   • Encourage clients to share their thoughts or concerns openly. Provide client feedback to your manager promptly.

Making Clients Feel Special:

1. Personalized Interactions

   • Remember personal details about the client and their property
   • Tailor your communication style to suit the client's preferences

2. Timely Responses in the Field

   • Respond promptly to on-site inquiries from the client
   • Acknowledge their requests and let them know when you'll have more information

3. 5 for 5 Rule

   • Incorporate the 5 for 5 Rule. If you can take 5 minutes to do a little extra to help create a 5-star experience, do it!
   • This could include offering a quick landscaping tip, suggesting a small improvement, or addressing a minor concern on the spot

4. Field-Friendly Surprises

   • Occasionally, go above and beyond expectations during fieldwork
   • Consider adding a small enhancement to the landscaping project or addressing a minor issue without being prompted

5. Post-Project On-Site Follow-Up

   • After completing the project, conduct an on-site follow-up with the client
   • Ensure satisfaction, request feedback, and express gratitude for their business

Handling Requests Beyond Scope:

1. Verbal Acknowledgment

   • Politely acknowledge the client's request verbally
   • Explain that you need to discuss the request with your manager for further guidance

2. Prompt Manager Consultation

   • Communicate the client's request to your manager as soon as possible
   • Seek guidance on feasibility and potential costs

3. Field-Friendly Alternatives

   • When appropriate, and when you are comfortable doing so, suggest on-site alternatives or compromises if the original request can't be accommodated

4. Reassure and Confirm On-Site

   • Reassure the client about their satisfaction being a priority
   • Confirm any changes verbally and make a note for future reference

By adapting these strategies to a field-based setting, a crew leader can maintain effective communication, create positive client experiences, and successfully navigate situations where client requests may require additional consideration or involve extra costs.