There are key ways you can tell if you are meeting (and exceeding) your customer’s needs. To find out how you’re doing, ask. Are you(r):

1. Retaining your existing base of contracts?
2. Enhancements being approved?
3. Contracts being renewed, with reasonable increases?
4. Referrals given freely?
5. Projects worthy of being used for references or testimonials?

6. Avoiding client proclaimed “fire drills” that cost a fortune to fix?

You can achieve all of the above if your service is consistently delivered, plus one. I have spent the last 30 years spending 20 to 25 percent of my time doing what most folks might call quality assurance or more what I call: making sure that the organization delivers quality, plus one all the time, every time.

Bill Arman

Bill Arman

worked for and helped grow one of the biggest landscape outfits in the country. He’s seen how the big boys do it, how their systems and structures work. So his know-how is rooted in recruiting, hiring, training and growing great people—that along with quality assurance. Bill, alone, has gone on 15,000 quality site visits in his career. Nobody else has that, not that we know of anyway. He received Lawn and Landscape/ Bayer Environmental Science's 2006 Leadership Award. Read Bill's full bio.