Well, I’m here to urge you to get rid of some pebbles.  For example, I had one employee who wouldn’t, couldn’t fill out his paperwork on time.  Time Sheets, Mileage Sheets, Replacement requests, all languished in his vehicles, half filled out.  Oh, he’d get them in….finally, but  this situation created monumental headaches for Operations and Office.  We begged, we pleaded, but. still…late paperwork.  He was a "pebble".

Finally,  instead of wasting time bemoaning his negligence, we pulled out the Big Guns.  "No paperwork, no checkee".  It worked.  We also had a talk and found out he was dyslexic so we addressed the problem and made the paperwork more "user friendly" by having checkoff boxes whereever possible. 

Bye, bye bad pebble.  He made more of an effort, it was easier, and the office and OPs people chipped in to be more understanding and helpful instead of fussing.  See, the answer is to find another way both with a carrot and with a stick to get what you need. 

Another story about a "pebble" is about my shower.  Yep, here in Vegas I have a shower that has given me fits every day for years.  If I would turn the handle just the least bit off center, it would break meaning a trip to hardware store or call to plumber.  Every day when I started the shower I would hold my breath.  Every day a minor stress.  Finally, it broke…again.  This time however, I told the plumber to fix it once and for all!  He found a new design, a universal handle and installed it.  It works like a dream so, now when I turn on the shower, I smile.  No stress.

Question is, why didn’t I do that years ago?  Why didn’t the plumber tell me years ago?  Moral of the Story?  One by one, get rid of as many "pebbles" as you can be it office , shower, whatever.  Some of them we can fix, others not.  Fix the ones you can.

Now, go out there and sell some TOPsiders for me.

What do I mean by that?  If you were to take two IP companies of comparable size and gross income in two very different markets, say one in a city with tons of offices in high rise buildings and the other company in a geographic area filled with high end residential, hotels and so on but with just a few offices, their "mix" would be different.  Very different even though they gross the same amount of revenue.

To sell goods and services at an optimum rate, you need to know who to target and to evaluate where and with whom your successes have derived.  Take out your Client List.  Categorize your clients as to which demographic they fall, Offices, Hospitality, High End Residential, HealthCare, and so on.  Next, assign a dollar value to each of these clients.  I’d use one months recurring revenue as the number.  Add ‘em up.  Any surprises?  Did you learn anything?  If one market accounts for most of your income, ask yourself "why".  Is it because that is the way it breaks out in your city OR is it because that those are the markets you feel most comfortable selling to? 

Hmmm.   Makes you think.  If the answer is that these are the markets you feel most comfortable with, I suggest you start trying to sell to the others and, believe it or not, after the initial uncomfortable feeling, you will be successful there as well.  OR, and this is something that takes huge honesty to confront, if one particular Market is your cup of tea, (say Hospitality), then, go after every hotel in sight.  The main point is to make educated choices.

Now go out there and sell a few TOPsiders for me. 

• Say something to get the listener’s attention.  Or, say something about the benefits of your products and sevices?
• Say something to make them wanting more information. Pique their curiosity.
• Did you tell them that you are available at any time?
• Did you tell them when it is best to call.  And, if in another time zone, the hours their time when to call you.
• Did you give them your cell?
• Did you put their info, name and number in your cell phone address book so that you will be alerted when they make the  call back?
• Did you leave your name and number and did you include any area code?
• And did you give your business name and did you leave all this info SLOWLY?  Remember, you know your name and number, they do not.  SPEAK SLOWLY!
• Was your tone of voice inviting and sincere, believable? 
• At the end of the message, did you repeat the name and phone number?

In addition, may I suggest you actually call your own message unit and pretend the voice on the other end is not you but a prospective client.  Make your pitch for a return call, go home and listen with a kind but critical ear.  You just might change a few things and get better results.

Now go out there and sell some TOPsiders for me.

YOU 

1. Do what you say you will do.  Absolutely dependable.  No excuses.
2. Quickly moves to asking questions which can yield to important info.
3. Does not waste time with unimportant questions.
4. Get info to move sale ahead, even if it is not what you want to hear.
5. Establish where the sales process is and sets up times for next steps.
6. Truly engages people in conversations.
7. Avoids all scripted and automatic conversations and comments.
8. Uncovers what needs, if met, will cause the client to consider switching to you.
9. Has the patience to develop relationships over time.
10. Can adapt your service to meet different and new client’s needs.
11. Thinks about how to improve CLIENT’S profitability.
12. Helps clients solve their problems, concerns.
13. Asks for and schedules the next contact at each contact.
14. Takes notes at the Sales Call.
15. Clearly demonstrates you are listening.
16. Treats each client to a customized approach and solution.
17. Sees client’s objections as getting important information from the client.
18. Asks for referrals(names and phone numbers and permission to use their name).
19. Thanks clients for all referrals.
20. Conveys success and confidence.
21. Consistently tells the truth, does not overpromise.
22. Can tell when to move the relationship to a deeper level.
23. Conveys flexibility to others.
24. Uses drive time for informational and otivational tapes or CD’s 
25. Are Prompt for appointments.      

The above was taken from a book by Steven Schiffman and adaprted for the Interiorscape Salesperson.

Now, go sell some TOPsiders for me. 

Now, yes, it was "green", but it also mean’t a huge savings for the Hilton.  I have to believe that the cost of laundry, maid service labor costs, cleaning supples costs, water savings,  far exceeded the 10 bucks, plus this 10 bucks was spent at their restaurants so any money over that mean’t increased revenue for them as well.

Then, there is the goodwill factor as the guest perceives the Hilton to be Green. 

Pull out your thinking cap.  Is there anything you and your company can do to engender goodwill, foster Green, and make clients appreciate you?  What if every time a current client renewed you made a small contribution to their favorite charity or a local homeless or animal rescue shelter?  Yep, put on your thinking cap and when you come up with an idea let me know.  Now, get out there and sell some TOPsiders for me! 

 For a service company, it’s all about  density.  Lots of accounts in one smaller travel framework rather than lots of small accounts spread  over a wide area.

Building density is a powerful tool toward increased profit.  Now, you already know this, but do you have a Plan to make it happen?  In these days of stress, it is important you spend some time doing this.  First, look at your market area and then target the good, better, best scenarios.  It is even possible that add ons in a specific area can be bid more cost erffectively and put you in a better competitive position.  Sit down and get out your client list, mark up maps and develop your game plan.  Visit those buildings where you have just one or two clients, get names off the lobby list of companies and go for it.

It’s amazing how just such a game plan can have powerful results.  Just by picking up one or two strategically located accounts, your travel time, fuel costs and employee drive time can be lowered.  Makes a large improvement in your bottom line.  AND, filling in gaps between accounts can have a similar effect.

Your time is gold, whether it is Sales Time or Maintneance Time.  Make it work for you.

One idea is to buy several copies to give to special clients, use data for your web site or blog or Newsletter.

Great opportunity to meet and thank this industry icon.  www.pia@piagrows.org for more info.  See you there.

I cannot stress this enough.  I am appalled at how often ’scapers tell me they lowered their pricing to meet someone else’s numbers and "they got the job" as if that were the ultimate goal.  It is not.  Making money while providing good work is the goal.  Or, worse yet, they get the job but there is not enough $$ for required replacements so they fudge on that and the job looks like heck.  Or, they figure that if the competition can do the gig for "X $", they can too.  Bottom line is that the competitor may not know how to price and are performing at a loss. 

So, let’s see.  No profit and it even ends up costing you for the privilege of doing their plants,  you have to fudge on replacements so job diminishes your reputation.  And, it is jobs like these that put a stain on our industry.  So, how many of these jobs would you like? 

Don’t be one of those companies.  Don’t delude yourself into thinking you won just because you got the job, or, more even more delusionalion-it will eventually grow in size.  Nine times out of ten, it won’t.  Bad odds guys.  So, keep your head about you as well as your heart and, just say NO! 

Now go out there and get ‘em Tiger and, oh yes, sell some TOPsiders and Joey Pouches for me. 

Usually you will be working with the property owner or manager.  The property owner is most probably open to a high end look (more color changed out several times), while the property manager is more concerned about the cost.  UNLESS, the building is in the leasing stage in which case, the property management firm needs the imp0act and may be more interested in a WOW look.

Appearance is everything here.  A few 4" bedding plants planted in May may provide the right look by September but for the months prior?  You need and they want, instant gratification.  Show them, physically show them, the size most others use, the plugs vs your 6" or 8" finished product.  They’ll get it!  In this case the visual is important.  Spacing is important.  Options are important.

Future work is critical.  Remember seasonal work is just another form of recurring revenue even if it is for 6 months instead of 12.  om while the beds are in bloom this season and still spectacular, meet with your contact and discuss your ideas for "next year".  Lock in your participation.  Think outside the box.  Daylilies, pansies, bright colors mixed with greenery, even large tropical plants can make a real statement.  There was once upon a time, an interiorscaper in my city who each Summer installed a huge Banana Plant in front of a downtown restaurant.  WOW!  Did it ever get attention for the eatery.  "Meet me at the Banana Tree", could be heard around the downtown area.  One huge plant.  One attention getting Exotic.  Increased business for the client.  They repeat it year after year after year.  And, it is not just a Specimen that gets attention.  Color surrounded by greenery such as ivy or lirope can give a "full,saladlike, lush look."  Play with it and have fun.  Be elegant OR controveresial. The choice is yours and your clients.  Pique their interest.

Next, now that the season is in full swing, take a drive around town.  Check out other ’s blooming installations.  Are they spectacular, just Ok, a mess?  Note the good and bad and make it part of your sales plan while the season is still in the swing of things.  Don’t be afraid to contact the property manager and point out the failings.  Have photos on your cell of your work.  Quick and easy.

And, for the winter months in cold climate areas, there are other Exterior Options for the savvy ’scaper.  Think Holiday where lighting of trees and bushes is a real option and eyecatching. And, if you live in year round friendly climes, color and or tropicals in containers are good to go year round.   

Now, go out there and get ‘em, Tiger Lilies.

What does your client think of when he or she wakes up in the Morning?     Fact is that the Property Manager/Leasing agent for a Hi rise office park has very different concerns than the High End Residential Owner does or the Manager of the 5-Star Hotel, or the Hospital Mgr and so on and so on.

To get a Map to Pleasing the Client, take out a pad of paper or work on your computer.  Divide your Client Base into the various segments and then list their concerns.  Then, and this is the important part, prioritize those concerns by type for each different type of client.

Looking at that list,  you see that for one group Price comes up first and for others it is Image.  Now, both Price and Image are important to each but they fall in different places.  Woe to the businessperson, particularly a service businessperson, who does not understand this.  They might be trying hard to work on the image part when the dollars supercede that by a long shot, or, the other way around.

So, put yourself in their pajamas and figure out what they think about when they wake up in the morning.