21
January/February 2018
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THE DAVEY BULLETIN
Above left: Piece by piece, Marcello Garfias Cortes, trimmer, works to
remove this tree.
Above right: Stan Clay, the homeowner, snapped this picture
as Jerry Cole, foreman, safely and carefully removed the tree.
"This was a superb job. Everyone did a great job! Cut
down and clean-up was great. We will use Davey again
for our trees. Many thanks," Clay wrote.
Below Twist shared how he and his team delivered an
outstanding client experience to Clay.
HOW TO DELIVER THE DAVEY DIFFERENCE
as told by Joel Twist of Atlanta
1. Make a great first impression.
"As I walk to the door, I pick up the newspaper if I
see one and share that I used to deliver newspapers.
Or if I see a football flag, I bring that up. Just start a
conversation. Make it personal, have them open up and
then you can talk about trees and shrubs. You've got to
take time to build rapport first. Then, be long to listen
and slow to speak."
2. Show your expertise.
"Stan called me to look at one tree. While there, I asked
Stan if we could take a walk around the rest of his yard.
Sure enough, we found several trees that needed pruned.
With that first job, Stan was very impressed with the
professionalism of the crew, how they did the work
safely and made sure his goals were met. Because of
that, we got called back for this removal. Everybody
wants good customer service. Stand above everyone
else on that front, and you will succeed."
3. Check in often.
"After that first meeting, keep following up. Ask if the
client has any questions or wants to meet again. That
will help you close leads. Then you've got to follow
through with what you said – and do the job right. I let
the client know who the crew will be, I state the client's
expectations, the crew communicates clearly and I
follow-up quickly to make sure the client is satisfied.
Always take care of your clients. Be quick, and do what
needs to be done. That's how you deliver the best and
get repeat clients, like Stan."
"
Creating excellent client experiences – that's our job. It's right up there with safety.
"
assistant district manager, Residential/Commerical services, Atlanta — JOEL TWIST
