During The Busy Months: Putting Your Customers On Hold

It's a contractor's fantasy, right? Outside it's hot, dry and sunny. Inside, there's a stack of phone messages on your desk. And at 7 a.m., the phone starts ringing again. Residential customers are searching for reliable contractors that keep appointments, return calls and are ready to go to work on a variety of summer installation jobs.

Don Jones of Hydro-Works is one of those in-demand contractors. He's been in business for 10 years, but he's never seen the work load for irrigation installation services as busy as it is this year.

Don did not want to walk away from new business. So at first he was overwhelmed, getting up at 5 a.m. and working until 10 p.m. doing estimates, job layouts and billing. He barely had time to eat, let alone return phone calls, bid jobs, and market his services. After a couple weeks of this frantic pace, Don got smart and organized his business to take full advantage of the summer swell.

Return Phone Calls

Keeping in touch with customers is fundamental, even when you are not necessarily looking for more business. You can turn jobs away and recommend the competition if necessary, but you must return the call. Don Jones hired a high school student at minimum wage for the busy summer months. Her primary job was to return calls, relay information, confirm appointments, and "be nice" to customers.

How To Save Time

When you are busy, every minute counts and saving time can help alleviate some of the pressure. Look for ways that others can help you and you can help yourself.

Prepare a checklist and standardize equipment Too often, a contractor will discover he's missing an important fitting...right in the middle of the job. Many pros prepare an all-purpose equipment checklist that they use on every job site. It lists all the components needed to complete an installation, and has "fill in" blanks for sizes and specs. Prepare your own standard checklist, then run through it the night before. If you need fittings, get them in the morning on the way to the site. Other pros streamline inventory by using only 3/4" or 1" fittings and keep plenty on hand on the truck.

Stay focused on one geographic area. Staying in one area will help you to maximize the efficiency of your crews, while allowing you to follow-up and check in on several jobs per day. You will come to know homeowner associations, neighborhood rules and regulations, people to contact for permits, and short cuts to get from one job to another. Plus, you will begin to develop a presence in that area which will be good for future referrals.

Limit your suppliers. When you buy supplies from one source, like John Deere Landscape , you not only save precious time, but you are able to establish a relationship, lower overall procurement costs, maximize rebates and discounts, and expect "preferred customer" service.

Think About The Future

In many parts of the country, landscape irrigation is seasonal. There are peaks and valleys for service, estimates and installations. When the summer rush is over, where will your business be? If you keep an eye on the future, you will always be building for the day when the work is steady and you do not have to wait for August for the phone to ring off the hook.

By keeping track of all your leads, you can contact potential customers through phone calls and mailers when you are slow. Even customers who selected the competition may come to you for service work or upgrades, and new product sales and installations, such as lighting and water features. By taking advantage of the busy times with careful planning and good customer service, you will be building your business for the future.