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Quality control QC is everyone's responsibility and an essential part of a landscaper's job. This publication describes the basics of creating and implementing a successful QC program for your landscaping company. A QC program must meet the specific needs of the landscape firm.

Several major reasons for a QC program are customer satisfaction, reputation and branding, increasing profits and expanding the company, and attracting the best projects.

For example, well-defined bed lines, good use of color and correct placement of plants are easily recognized features of a quality landscape Fig. Although it is less obvious, a quality job can also be defined in terms of what the company did to enhance a natural feature? It is also important to realize that the definition of quality is somewhat unique to your company and is intricately related to the success of your business.

Define the things that show quality in your company. You will need to spend some time defining who you are and who you are not, recognizing that you cannot be everything to everyone and still do everything well. Typical items to consider include superior design and installation, well-defined bed lines, use of color through annuals and perennials, specialized pruning of woody ornamentals, mulching, weed and other pest control, lawn maintenance and litter pick-up.

Even more important is to ask your customer to help you define quality. Landscape firms tend to think in terms of product rendered, but the client is probably also concerned about the quality of your workers. Quality service is reflected in all that your employees do each moment they are on the job. Often the customer may convey their approval by telling you that they asked for a particular task and your employees were prompt in completing it.

Remember to convey this compliment to your workers. Customers often note the way the employees treat each other, especially boss - worker relationships. For example, if the foreman rebukes an employee in front of the customer or if employees argue in loud voices, the customer is more likely to complain about the company through word of mouth or on online review websites.

Surveys conducted with customers who witnessed negative interactions have shown that 92 percent volunteer to share such experiences and that they are 50 percent less likely to use the company again. Conducting a survey of customer needs in the form of a short questionnaire one to two pages may help you fine-tune and manage their expectations and your delivery. Make sure you go over the survey with each customer and record any additional items e.

Some customers may have unreasonable expectations. A pristine, emerald-green lawn without a fallen leaf or twig, and crisp-looking, brilliant-colored flowers that need daily maintenance would necessitate higher costs. Does what the customer expects to receive equal what your plan provides for the price?

It is better to under-promise and over-provide rather than the other way around. It is a sound business principle to have a contract signed in advance and agreed upon by both parties. Remember to include clauses that allow for contingencies.

For example, a sudden outbreak of a disease or pest that would necessitate additional costs, such as chemicals, labor, plant replacement, etc. It is also important to note up front that if something unexpected occurs during a particularly busy time of the year, it may take several days for your crew to get to. Also post it in a prominent place in your business and refer to it when training or tasking employees.

Your QC program should involve all employees, even office staff. For example, if a customer leaves a call after business hours, whose responsibility is it to record the information and pass it along to the right person? Useful descriptions include not only what each person should do, but also what they shouldn't do.

Although everyone may be able to do a given task, the responsibility for making sure it gets done lies with one person and everyone should know who this person is.

An organizational chart Fig. Many problems can look like a worker problem, but are actually a leadership or a management problem. When assigning tasks or trying to solve worker problems, ask:.

Often, quality control comes down to the integrity of the manager and organization. Do what is instructed and what is done match? Owners and managers should have a vision of where the company should be headed, set short- and long-term goals, create mission and QC statements, and train workers by example to maintain integrity in their work.

It may be helpful to get some professional leadership training. The image you project and the quality of your work are a direct reflection on both your firm and you as a landscape professional.

As in any business, quality management assures a consistent product, consumer appeal and customer satisfaction. In the commercial landscape industry, quality sells landscape services. Create detailed descriptions of how exactly this person:.

The QCM needs to not only identify problems but also investigate the causes, find solutions and ensure that the problem has been solved. This means the QCM needs to have access to necessary tools e. Why send a crew back out to correct what a QCM can do in 15 minutes? Many firms have route managers or a QCM who drives to properties routinely and prepares checklists of things needing to be done.

Depending on the size of your company, you may assign QC duties to the route manager small firm or assign a QCM to oversee several route managers large firm.

However, you also have to make sure that the crew does not become dependent on the QCM. The QCM may sometimes need to go back to the jobsite with the crew, check on them regularly and help them. If a problem can't be fixed right away, the QCM should let the client know the company is aware of it.

Most clients appreciate being informed about the work you are doing. Keeping the client informed regularly adds a personal touch to your service and boosts your professional image. The QCM may even make sales, but you should not expect them to sell like a full-time sales employee.

They need freedom to oversee QC! Most of their sales contacts will be "cold calls," which yield a lower percentage of sales than for those responding to customer requests for quotes. The QC may need to build time in their schedule for making routes after a storm passes to clean up leaves, twigs and broken limbs that may litter a lawn that was serviced the day before. This would require extra time but your client will appreciate it.

You may define additional QC tasks such as customer relations and communications e. The QCM may work with the production manager to develop quotas for the day how many residential yards or commercial landscapes should be done in a day by estimating the time needed for completing all necessary tasks in an efficient manner.

Lastly, you may consider assigning a QCM to perform time studies i. This would enable you to maintain desired profit margins. If the crew takes longer than designated, maybe your original estimate was too low and you should revise it. Ensure that the QCM is properly equipped with a first-response kit e.

Regular pruning helps to keep shrubs and trees at a specific size, that is safe for your visitors and gives your lawn a more appealing look. Pest and Disease Inspection Inspect trees and shrubs for apparent signs of insects and diseases which can cause damage to them. Deadheading Remove old, withered blooms regularly so that new blooming is encouraged which will help to keep the bed looking fresh. Weeding Weeds must be held in check to let your flower beds look beautiful and stay healthy since they spread very fast.

Watering Regular watering is vital for the growth and health of plants. Check for possible leaks and make sure to calibrate the spray heads correctly. Winterization Keep your irrigation system winter-ready and avoid frozen pipes when temperatures drop.

Safety Examine Sidewalks for Cracks Check for damage on the sidewalks as these can get risky when covered with ice. Clear Debris Damp leaves on concrete and grass can make them slippery for foot-travelers. Therefore, make sure to clear them out from the public path. Trim Tree Branches Proper pruning is a must to enhance the general safety of your trees, all through the year.

Inspect Your Water Drainage Ensure that the water drainage is appropriately done to avoid icy surfaces on your drains. Inspect Your Outdoor Lighting Check your outdoor lighting system to make sure it properly illuminates your commercial property.

Commercial Landscape Maintenance commercial landscape maintenance checklist landscape maintenance checklist lawn care checklist pruning trees and shrubs.

Rob Biehl Rob Biehl has been in the commercial and residential landscaping business for many, many years. Comments are closed. How Can We Help You? Find out how you can get a landscape that supports your vision and goals.





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