BrightView Holdings, Inc. – Improving Service Quality-5 Landscaping Maintenance Tips for Property Managers
Site quality (aka landscape maintenance service quality) is one of the top considerations for property, facility, and portfolio managers, along with communications and labor shortages.
The following article highlights the most common challenges impacting site quality and the solutions to look for in a landscape maintenance partner.
Site quality is impacted by the following factors
Breakdown in communications is listed as the top hurdle by commercial landscape clients. Communication falls into three categories:
Proactive – identifying issues and making recommendations
Responsive – being available, picking up the phone, and responding to requests
Technology – having adequate infrastructure and leveraging technology to improve customer service levels
Client Service Team Structured for Success
An account manager as a single point of contact is helpful, but how about a production manager working alongside the crew to oversee the work in the field And wouldn’t it be beneficial to have another set of eyes to oversee quality control, safety, and performance
A traditional landscape maintenance crew comprises team members with a lead crew member in a supervisory role. For larger properties, an account manager coordinates between the client and the landscape maintenance company.
For additional reliability and accountability, BrightView takes the traditional concept a step further. Each of our properties has an assigned Branch Manager, Account Manager, and Production Manager as part of the customer service team.
The Branch Manager is responsible for developing long-term relationships with exceptional client communication, the performance of the team, quality control of equipment and materials, sourcing, hiring, and training personnel, and implementing methods to improve workplace safety to maintain a stellar safety record .
The Account Manager is the person who understands the client’s on-property needs in real-time and then implements them through the crew. With a local onsite presence, the Production Manager and Account Manager tag team to plan and execute your documented goals – making sure your needs are addressed promptly.
Specific tasks driven by the Production Manager include: Works with the Account Manager to understand and document client expectations
Inspection of properties
Prepare plans for the crews
Ensure quality appearance meets client and BrightView standards and expectations.
Look for signs of disease or insect problems
Monitor irrigation systems and notify the client of necessary repairs or problems
Coordination of crews, materials, and equipment
Implement and enforce BrightView’s safety policies and procedures
Hands-on training and support for crew members
Knowledge, Experience, and Expertise
Maintaining service quality is a combination of the following.
Knowing what to do
Knowing what not to do
Knowing how to do it
Having the resources and capacity to implement the plan
Landscape maintenance means taking the right actions at the right time. And those actions will vary throughout the different seasons. Poorly informed choices can result in damaged lawns, foliage, and the most valuable asset trees.
Depending on the property, subject matter experts may be required in some or all of the following disciplines: design, horticulture, tree care, irrigation, a pesticide specialist for plantings, trees, and ground cover, plant health care, sports turf, and snow removal.
The benefit of working with BrightView is that all these disciplines are in-house and make up the collective knowledge, expertise, and experience property and facility managers need to ensure their property(s) remain at peak quality year-round.
Attention to detail
A Quality Site Assessment (QSA) is a formal process for evaluating the initial condition of the property and establishing a benchmark for ongoing improvements.
The QSA process requires attention to detail, leading to recommendations and proactively addressing issues impacting the overall site quality.
Here is how BrightView’s Quality Site Assessments make a difference
Set clear quality expectations on the work to be performed
Provide a forum for feedback
Strengthens the partnership by staying in alignment
Ensures the client always knows what is going on
Identifies opportunities promptly
About BrightView Landscaping Services
Managing your site(s) is a balancing act. Increasing the visual impact of your property must be weighed against the cost of maintaining and protecting your investment. Our partnership ensures your landscape needs are covered from landscape maintenance, fertilization, water management, weed and pest management, tree care, snow removal, storm preparedness, and response.
BrightView partnerships have provided high-quality, cost-effective, and consistent commercial landscape services since 1939.
Our commercial landscape professionals provide you with the services your property needs while allowing you to focus your time and resources on the many other challenges of running your business.