One of the things I've instilled in my staff here at ETW that means a lot to all of us is what I call "The 5/10 Rule." It's a simple yet powerful rule.
Here's how it works. If a client calls, email, texts, etc. one of our staff after 10:00 am, our staff must respond back by 5:00 pm that business day. If the correspondence comes in after 5:00 pm, it must be returned by 10:00 a.m. the next business day.
We have this rule taped to all our computer monitors in our offices as a reminder. Even if we don't know the answer we need to COMMUNICATE with our clients. For those clients that have used us over the years you know that we hold to this. Poor communication is something that is in short supply in today's society, is a sign of so many problems, and leads to so many issues. So many times I hear clients or vendors say, "We never heard back from the other landscaper we called, or the car dealership we contacted, or the supply yard we contacted...etc." We WON'T to be one of those companies. We work hard every day to make ETW a better place, we're the best at what we do, but we aren't perfect. As we continue down this road of improving, I will assure you that if you reach out to us on anything, you'll get a prompt response. It makes a huge difference! We’re not just landscapers... We are Landscape Professionals.
