Interview with Ed Jensen, Vice President of OLM, Inc.
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Key Takeaways
Prioritize systematic and methodical work over speed to maintain quality and avoid costly reworks.
Be accountable for mistakes; humbly admit when crews screw up and provide a clear plan for correction.
Implement effective communication strategies, like 'closing the loop' with clients, to confirm issues are resolved and build trust.
Provide consistent training for crews on proper techniques, such as selective pruning, to avoid 'whacking' shrubs and maintain plant health.
Bid competitively and accurately to ensure sufficient hours for successful job completion, even if it means sacrificing some margin initially.
Always be accommodating and agreeable with new clients, and offer small, value-add services to make them feel valued.
Educate clients transparently about rising costs to justify price increases, rather than surprising them at renewal.
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