Tree Services Magazine article - Try #2

[Jim@turf]

Jim here are Tree Services magazine. I rec'd a suggestion from "underwor" which I'm gonna try .... Here it is:

How important is it to educate your customers (or have them educated in advance) in tree biology as it relates to the work you will perform? Is this too scholastic? What do you do?

And added to this for Arboristsite members: the comments in this thread are submitted by AS members for public information purposes and as such may be used in a future issue of Tree Service Magazine. Posting to the thread implies consent.

Will this work?

 

[NickfromWI]

Of course it's important sometimes. Unfortunately, often times, people just don't care. They might feel better knowing that you know your stuff, but few are THAT "in" to their trees to care. I rarely feel like the words I'm saying are sinking in. Using jim's example, I think most people don't want to know WHY you won't leave a 10' stub, that just want to know if you will do it or not.

love
nick

 

[Lumberjack]

I turned down a job Saturday. The homeowner wanted for me to cut off everything off the neighbors tree that hung over the fence. The tree was a large mature oak, and doing this would require heading cuts or large cuts off the trunk that wouldnt callous over.

I started off by saying that I wouldnt just go up and cut an imaginary line along the fence in the tree, and before I would touch the tree with that heavy of a hand I would require the neighbors written permission for any work I did on the tree. The homeowner exspressed how he wasnt going to fool with trying to get their permission and that he would just do it himself by "renting some scaffolding and use a pole saw or something". He told of how he was tired of cleaning up the trees mess, but he didnt want to kill the tree. I told him how doing what he wanted would very likely kill the tree and if it didnt it would deffinatly make alot more mess for him to clean up with all the sprouts it would make.

He was hell bent that he knew what was best, but his story kept changing about the neighbors and what he wanted done to the tree.

We left with a handshake and he said he would see me around, no hard feelings.

As to educating the homeowners, I think it depends on the customer/client. If your doing trimming then I would tell them about the proper cuts and what the goal is of trimming/pruning trees.

If it looks like its the beginning of a long relationship with the client then I would spend more time with them to get them thinking about their trees more and hopefully stir up more business for me from not only them but their friends that they talk to and visit.

Education can be used as marketing also, not only will they look at their trees but they will hopefully start to look at other trees like we do when we are driving down the road.

 

[MasterBlaster]

I routinely talk clients outta doing stoopid things.

Nearly every time they thank me afterwards.

As an arborist, YOU are the one in charge.

 

[John Paul Sanborn]

It helps that I like getting up on my soapbox, so i will give a prospective client Tree Phys 101, basic biology, or soil sci any chance they give me.

If the client is a better informed consumer, they will be more likely to use the service for years to come, and a revolving clientele is what makes a business run.'

If your budget is 200k per annum and your on an average 3 year cycle with the revolving accounts of 1k average, 300 clients will account for half of your annual gross durring the cycle.

Budgeting on a 200 day fiscal year, (4daysx4weeksx12months=192 days weekend, holidays, sick days, weather days) and oh...that's a different topic.

Once know you are educated in your field you can start charging for consultations instead of making money just from the sweat of your brow (and back, and legs...)

 

[Jim@turf]

Hi .. hey Lumberjack. I put a suggested line in the start of this thread that said all posts may be printed in the magazine. Your signature says you're still requesting me to get "permission" to use your post.

I'm confused. Should I leave it out or not?

 

[vharrison2]

Education is so important. Proper pruning will insure a healthy tree to come back to. Sharing our knowledge with the client is what we do and most are eager to learn. I believe it helps with referrals also.

 

[alanarbor]

Give them the basics, If they have a thirst for more, then load them down with everything. I think the basics (how & why of a proper cut, why not to top, etc) can be easily put into laymans terms, and that all your clients REALLY need to know. But if they want more, tell them to put on a pot of coffe, 'cause you'll be there a while......

 

[Lumberjack]

Hi .. hey Lumberjack. I put a suggested line in the start of this thread that said all posts may be printed in the magazine. Your signature says you're still requesting me to get "permission" to use your post.

I'm confused. Should I leave it out or not?

My posting in the thread is my consent you plainly worded that . The sig is the same on all my posts.

You starting threads like this is a cool idea with me, I have no beef with you or your mag.

 

[MasterBlaster]

I bet he's breathing a sigh of relief 'bout now, eh?

 

[Lumberjack]

I dunno, I do know its off topic for this thread that is getting published with the consent of all that post here as clearly stated in the authors first post.

 

[Stumper]

It all depends-some customers are already educated in tree biology-they called me because they know I am also. Some customers are prepared to accept any "expert" recommendations. If they get one of the regulars on this forum or someone like us they will be okay. If they call one of of the uninformed tree hackers that seem to abound throughout the world they may not fare so well. My average customer isn't highly educated about tree biology but they are willing to accept professional recommendations. In those cases having a good reputation for professionalism and being articulate really help. I don't give 3 hour symposiums at every front porch but just a few sentences about apical control and epicormic shoots suffice for most people who ask about topping or extreme thinning. A couple of statements about Codit and collars will explain proper cuts. The average customer knows that they don't know. You only need to convince them that you do know and they will then let you take care of the tree. Of course there are those few who insist on mutilation. They have to get someone else.

 

[vharrison2]

Correct me if I am wrong but if something is copyrigghted doesnt it have to be registered with the feds and they give you a number to display to PROVE its copyrighted?

Yes, the feds give the number; we have a copyright on a book called "The Check is in the Mail"

 

[Tree Machine]

Most clients (IMO) just want to know what's going to get done, not why and how. I have had clients ask me to remove a big lead, but often that's what they think they want. What they WANT is the result of the procedure, not necessarily the procedure itself. People don't want to appear clueless so sometimes they'll tell you what they think they want done to the tree. Listen more to what they mean, not so much to what they say.

Back them up. Ask, "What your goal here? What's the result you want to achieve?" Just because Mrs Treeclient wants to prevent a big overhanging limb from possibly smashing the neighbor's garage, doesn't mean the tree needs to be removed. Just because some other neighbors had some hacks top their trees and now Mr Disillusioned thinks his trees should be that way, doesn't mean you should go ahead and top-away. If there's no way they're going to get a lawn, even if you thin and reduce, you should just be honest with them. Disappointing information is far better than bad information followed by a bad procedure.

The arborist should act as a responsible steward to the trees, care for the trees, make them look nice and ultimately do the right thing. We are the tree's only defense, sometimes, and misinformation abounds out there. It's not our job, always, to do what the client thinks they want done. In tree care, The expression 'the customer is always right' does not always apply. It's our job to help them see what's 'right' and then prove the point by performing excellent work that gives them the result they're wanting.

 

[John Paul Sanborn]

.



The arborist should act as a responsible steward to the trees, care for the trees, make them look nice and ultimately do the right thing.

Advocatus pro arbibus

http://arborist.lawnsite.com/showthread.php?t=10368&highlight=Advocatus+pro

 

[John Paul Sanborn]

.



The arborist should act as a responsible steward to the trees, care for the trees, make them look nice and ultimately do the right thing.

advocatus pro arboribus

http://arborist.lawnsite.com/showthread.php?t=10368

 

[Tree Machine]

You can say that again!

 

[Stumper]

Most clients (IMO) just want to know what's going to get done, not why and how. I have had clients ask me to remove a big lead, but often that's what they think they want. What they WANT is the result of the procedure, not necessarily the procedure itself. People don't want to appear clueless so sometimes they'll tell you what they think they want done to the tree. Listen more to what they mean, not so much to what they say.

Back them up. Ask, "What your goal here? What's the result you want to achieve?" Just because Mrs Treeclient wants to prevent a big overhanging limb from possibly smashing the neighbor's garage, doesn't mean the tree needs to be removed. Just because some other neighbors had some hacks top their trees and now Mr Disillusioned thinks his trees should be that way, doesn't mean you should go ahead and top-away. If there's no way they're going to get a lawn, even if you thin and reduce, you should just be honest with them. Disappointing information is far better than bad information followed by a bad procedure.

The arborist should act as a responsible steward to the trees, care for the trees, make them look nice and ultimately do the right thing. We are the tree's only defense, sometimes, and misinformation abounds out there. It's not our job, always, to do what the client thinks they want done. In tree care, The expression 'the customer is always right' does not always apply. It's our job to help them see what's 'right' and then prove the point by performing excellent work that gives them the result they're wanting.

Well said Jim.

 

[Tree Machine]

Why, .... thank you Mr Stumper. Large compliment, as I'm one of your biggest fans.

 

[John Paul Sanborn]

You can say that again!

advocatus pro arboribus