In a perfect world, your landscape crews will never encounter anything unexpected while servicing client properties. They will execute the job efficiently and move on to the next site.
However, there are numerous unexpected incidents that can throw your team for a loop. This is why it’s important to train in advance on how they should respond to these various challenges. Rather than having to make a critical decision in the heat of the moment, already having a game plan in place eliminates leaving things up to chance.
Irate Customers
You never want upset customers, but they are bound to crop up from time to time. It could spring from a recent poor service visit, property damage or miscommunication.
This is why you need to build out scripts for common client complaints, such as ‘Why do I still have weeds?” “Why was no one here last week?” or “You killed my plant!”
When crews know what type of criticism they may face, they can practice giving calm responses under stress. Review de-escalation techniques, such as acknowledging the client’s frustration, allowing them to speak without interruption, avoiding excuses, and offering immediate next steps.
Also, have a clear process for documenting these interactions so your team knows if there is a particular client who consistently berates your crews or if a normally content customer suddenly expresses extreme dissatisfaction.
This allows you to identify problem customers early on or when extra care needs to given to an account that is on the verge of leaving.
Property Damage
Speaking of property damage, in some situations, a crew member may accidentally damage something on site. In these cases, it is best to document the damage immediately and then alert the crew supervisor and the account manager.
Then, the account manager can inform the client as soon as possible and suggest ways to rectify the mistake. While some damage can be repaired on site the same day, like a busted sprinkler head, in other cases, like pruning the wrong bushes, it will just take time to recover. Offering a discount could be an option to demonstrate that your company is taking responsibility for the mistake.
Make it clear to your team that they shouldn’t hide these sorts of accidents from their supervisor. It is far worse when a customer discovers damage on their own than when your company proactively addresses it.
Other times, your team may encounter damage that was there when they arrived or was caused by other parties. Train crews to document these occurrences and let the account manager know, so if the customer tries to blame your staff, they can provide proof this wasn’t the case.
Sometimes, the damage caused by weather or others can be an upsell point, so teach your team to identify these opportunities so they can pass the information on to the account manager.
Equipment Failures
Another headache teams may face when they’re out on the job is equipment going down. It may seem like common sense to you what an employee should do next, but some may feel they are responsible for fixing the machine themselves, while others may assume it’s just time to call it a day.
If a piece of equipment suddenly stops working, instruct your employees to first identify the problem. Have them note any abnormalities and see if there are any warning symbols appearing.
Determine if you want your crews to try to troubleshoot common problems themselves or if any mechanical issue needs to be taken to your in-house mechanic. If you want all issues to be seen to by your mechanic, have a plan in place on how to get backup equipment out to the team to minimize their downtime.
Medical Emergencies
Even if safety is a priority for your team, incidents requiring medical attention will occasionally occur. Typical nonfatal injuries include sprains, lacerations, fractures and heat stress.
Your crews should be trained in responding to common injuries by conducting regular first-aid training. Provide first aid kits in every vehicle and make sure your team members know where these are stored.
Crews should call 911 immediately if a team member collapses, is unconscious, experiences a heart attack, stroke, heat exhaustion, frostbite, or hypothermia symptoms, is choking or having difficulty breathing, or suffers an injury. The only exceptions are for minor injuries that do not require immediate medical attention.
Stay on the line with the 911 operator to provide any other requested information. Additionally, you need to prepare your crews for how they should handle a death on the job.
In 2019 alone, 124 landscape workers died from work injuries. The leading causes of these fatalities included transportation incidents, falls/slips/trips, exposure to harmful substances, and contact with objects and equipment.
In the event of a tragedy, crews should call 911 and then notify their supervisor. You should have someone on staff who informs your insurance provider and OSHA, as they require employers to report deaths on the job within eight hours.
You should also identify who is responsible for informing the worker’s family and your larger team. Select an empathic individual who can convey this information with compassion.
