How We Work Matters: Four Keys to Growing Through Referrals with Marty Grunder

📅 December 3, 2025 ⏱️ 17:31 🎤 Marty Grunder

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0:00

How We Work Matters

Marty Grunder introduces the episode's theme: the critical importance of how landscaping crews work for business growth.
0:26

Referrals from Observation

Marty shares a story about a high-profile account secured because a potential client observed his team working on another property, highlighting the power of external perception.
7:05

Internal Customer Service

The first key principle is that external customer service mirrors internal treatment, illustrating with examples of positive and negative employee experiences.
13:40

Lead by Example

The second key principle stresses that leaders must embody the behavior and standards they expect from their team, being the 'gold standard' in image and service.
16:09

Be Present & Engage

The third principle encourages leaders to be visible, interact with their teams, and show genuine interest to motivate and set a good example.
20:46

Reinforce the Good

The fourth and arguably most important principle is to actively seek out and praise positive actions and behaviors within the team.
23:51

The Power of Training

Marty emphasizes that training is an investment, not an expense, crucial for improving team performance and reducing costly mistakes.
25:15

The Referral Challenge

Marty concludes with an exercise: envision an impressive landscape crew at your dream home and then challenge yourself to make your own team embody those qualities to generate referrals.

Speakers

Marty Grunder

Host — Grunder Landscaping Company and the Grow Group

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Your external customer service will never exceed your internal customer service; treat your team well for them to treat clients well.

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Be a role model: lead by example in professionalism, appearance (e.g., clean, branded trucks), and customer service.

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Be present and engage with your team daily; 'bump knuckles' to show appreciation and foster a positive work environment.

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Actively look for and reinforce good behaviors and work ethic; acknowledge and celebrate your team's successes.

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Invest in training for your crews during the off-season to improve skills, reduce errors, and ensure consistent quality.

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Maintain professionalism in all aspects: uniforms, truck cleanliness, job site organization (e.g., pylons), and driving habits.

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