The Davey Tree Expert Company provides residential and commercial tree service and landscape service throughout North America. Read our Flipbooks for helpful tips and information on proper tree and lawn care.
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4 THE DAVEY BULLETIN | July/August 2026 ASK THE CEO It's especially important to keep that exceptional client service front-of-mind during our busiest months. It is critical to always have that level of client service at the forefront because it can make or break our ability to build the kind of trusting, long-term relationships with our clients that have been so vital to our success over the past 14 decades. Something else we've known for a long time, but that the CVP data reaffi rmed, is the importance of the trusted advisor role our arborists play in the relationships with our clients. Personal relationships that revolve around frequent, face-to-face client service visits are essential to building the kind of trust that lets our clients know they can rely on us to provide expert advice for all their landscape needs. Beyond that, giving exceptional client service is about going above and beyond. It's about doing the little things that show you care. Move the bird feeder on a tree you're pruning. Bring in the garbage cans if you see them out, and clean up the property after the job so it looks better than it did before we got there. Those are the kinds of small acts of service in the moment that make lasting impressions for our clients. Just ask yourself, if it were your property, how would you treat it? The fi nal, and most important piece of the CVP, is account- ability. Automatic, post-service surveys are sent to clients to get their feedback on the services provided. It's all about accountability. Let's make sure we're living up to our own expectations, which are to exceed our client's – every time we set foot on their property. A. "Do it Right or Not at All" has been the foundation of Davey's business model for over a century. Our commitment to honor and fulfi ll this legacy statement spoken to John Davey by his father is why our mission statement is simply: "We exceed client expectations." To create the client loyalty that we aspire to, we need to not only provide service in the right way, but in a way that exceeds our client expectations and creates raving fans of our company. Today, part of what we're doing to continuously improve client experience in Residential/Com- mercial services is implementing strategies such as our recently launched Client Value Proposition (CVP) strategy, which gathers input from our clients to help us determine what works well and what we can do better. It's an- other example of the many ways we're trying to continually focus on improving. One way we do that is by collecting information directly from our clients to gather an unfi ltered version of the truth as far as how we are really doing in their eyes. Sometimes you can fall prey to the thinking that we are doing exactly what our clients want, when the reality may be that client needs can change from generation to generation and situation to situation, and so expectations can change. It helps to focus on stepping outside your normal, everyday practices and re-examine if you are doing the work to stay current, be relevant, and keep pace with evolving times. Doing that self-improvement work will dramatically improve our brand reputation on social media and review sites, which will have a signifi cant impact on both potential and current clients. Q. WHAT ARE SOME WAYS WE CAN IMPROVE CLIENT EXPERIENCE? Pat Covey Davey Chairman, President and CEO