Business tips – Page 5 – Sticks & Stones

The ELD Mandate and you

The ELD Mandate is a law requiring all over the road semi drivers to have Electronic Logging Devices (ELD) in their trucks. The device keeps track of the driver's road time and regulates how many continuous hours of driving they can perform and when they must take breaks from the road. This is nothing new for the drivers, except that the logs are now electronic - and they can't be fudged. The law went into effect in 2015 but the actual deadline for compliance was December 2017, so this shipping season is the first that we are noticing the effects of it since now every driver has to play by the same rules.

How does this affect you? Well, it may mean that if you are getting a direct-shipped load of plants delivered it will arrive when the driver's hours allow him to be there. In the past we always liked to have delivery as early as possible in the morning when all of your crews were there to unload, however it now could be any time during the day. It just depends on how the driver's logs work out. To help avoid any problems that this might cause, we still will require the driver to call you 24 hours in advance and also to keep you informed if anything changes.

Another issue is the question of how soon will plants arrive at the nursery? Loads that would load on one day and deliver the next can now take two days to get here depending on the available hours of the driver. So please be patient with us. We will call you when the plants actually land so you don’t have people waiting around for material that won’t show till the next day. Remember that the ELD Mandate affects every hauler on the road today and we all will have to adjust to this new reality.

Don’t be “that” guy!

On my commute to work I pass a recently landscaped site that has a lot of plants still sporting their plastic tags.

I say "recent" but I really mean SEVERAL MONTHS. Seeing those tags flapping in the wind really detracted from a very nice landscape job!

Nursery growers and re-wholesalers put tags on plants for identification, not for decoration. I can see leaving the tag on for a few days on a residential job so the homeowner knows what was planted. But you probably gave them a landscape plan with everything identified on it, making those bright plastic tags unnecessary. On some commercial jobs I’ve seen tags left on for years, until they weathered off. It's not a good look.

Not only does the tag look bad, it is unhealthy for the plant. Plastic tags can girdle branches on trees, and large portions of smaller shrubs. I have personally removed tags that have become embedded in the bark as the plant grew. It does take a few extra minutes, but having your crew take those tags off will make your install look as professional as it should. Have them do this as the parting site-cleanup as they remove scraps of burlap, lengths of tagging ribbon, and snarls of tying twine. You want your client - and all his friends and neighbors - to admire your work without distraction.

Resort-worthy customer service

In early February, my wife and I traveled to Mexico on our honeymoon, to a resort just about an hour south of Cancun. Ladies and gentlemen, I have to tell you that it is an absolutely beautiful region to vacation in. If you have never stayed in an all-inclusive resort, I highly recommend doing it at least once during your lifetime. Want breakfast, lunch, or dinner? You’re covered. Want a drink or 12? Oh yeah, covered again! Whatever it is you need, the staff is there to accommodate you to the best of their ability, which will more than likely exceed one’s expectations. And all with a smile on their face and a hand on their heart.

Which leads me to the point: How good are we at Customer Service?

That trip opened my eyes in regards to servicing customers. Personally, I feel like I’m pretty good at it, as is all of our staff, but this resort operates at an entirely different level.

From top management to the everyday workers that you don't normally have direct contact with, every employee was ready to help. And if they couldn’t, they would escort you to someone that could. I would not describe my wife and I as being high-maintenance, but I can imagine the oddball requests that the resort probably gets. And just think, this was only one resort in a highly traveled region of Mexico. Rumor has it that nearly all operate in this manner.

That being said, how can customer service be improved?

Here are just a few examples: What if I could be a bit more personable? What if I said “Hello” to every customer that I pass at the nursery, whether I'm neck-deep in a project, helping out a contractor with their order, or just passing through the shop on my way to lunch? What if I could provide a perfect solution to customer requests, not something that just "works out fine"?

Jim at the counter does this often, but what if I handed out bottles of water to contractors getting their trucks loaded when it’s super hot out?

To me, it’s the accumulation of the little things that can turn someone’s day around and make them feel welcomed and looking forward to patronizing your business. I’m sure that we all started out that way at the beginning of our careers, but maybe we’ve strayed away from our roots and the principles that got us to where we are today.

Thank you to our friends south of the border for helping me remember that we can all be better at what we are doing, whether it’s been three days or three decades.

Finding and retaining good employees

We all know that finding and keeping good employees can be challenging. Jobs are easy to find right now and anyone that wants to work most likely already is working. I wish that I had a magic solution for you; but I don’t.

Recruiters, trade magazines, internet services, craigslist and word of mouth seem to be the standard methods of reaching out to find new employees. The people I have spoken with, that have the most success staffing their business, are using all of these methods; consistently and constantly.

“But isn’t it expensive hiring through a head hunter?” I’ve asked them. The answer is; what is the best use of your time? And how much is that worth? Good recruiters provide services to the process that streamline it for you: searching, qualifying, background checks, and others that all add value. I don’t believe this is always the best way to go, but for a certain level of employee that needs a specific skill set, it can be a great option.

Running "help wanted" ads in magazines, on internet job sites, and craigslist can generate activity, but not always produce results. Candidates call and schedule interviews but never show up. You wish the candidates that do show up hadn’t. The candidate that you do hire is not what you expected at all, and not in a good way. This is where patience comes in; you will need to sift through many candidates, but eventually the right person will come along.

Much easier than all of that is retaining your good employees.

Yes, I said easier. I have heard the stories of key people leaving suddenly, even whole crews leaving at one time. I know that other companies are offering more for your people to come work for them. It’s almost the end of the season and layoffs are coming; how do you know your people will come back in the spring?

I have found that retaining good people comes down to a few important factors; treat them fairly and honestly, allow them to earn a living wage, and offer opportunity for advancement. Not one of these is any more important than the other.

Honesty and fairness allows a person to feel good about who they work for and where they work. No one wants to feel poorly about the way they or others are treated, or the way that their employer conducts business. People in these types of situations usually dread going to work each day and eventually will seek out change.

The ability to earn a living wage is not all about money. Employees need to be able to meet the basic needs of themselves and their families. Expecting them to stay at a job that doesn’t support them is foolish. I have been surprised to hear from a contractor “My crew left me for less than $1/hour; I would have paid them that!” Well... why weren’t you? If your people are worth more to you than you are paying them, you should increase their pay or risk losing them, because they will be worth more to someone else that is willing to pay them.

Game day is a lot of fun around here!

The opportunity for advancement does not necessarily mean a promotion. In any growing business, there is expansion and new opportunities within to learn and grow; even at a personal level. Staying at a job that offers nothing but doing the same thing with no opportunity to grow and achieve more is not very attractive to most people. Keeping your business growing and challenging your employees to keep up and grow with it will keep them engaged and excited to work.

It’s difficult to find good people and demanding to hold on to the people you have; the labor market is tight and it doesn’t look like it will get better any time soon. It’s a challenge we all face and is compounded by how busy we all are these days. So, if you know any good people looking for a job, please send them my way! No, really, we’re hiring; good pay, benefits, and great people!

Diversification is key to success!

If you’re reading this, chances are you are involved as a contractor in the Green Industry, whether it’s with plants, pavers, ponds, designs, lighting, or maintenance.

The big question is: Do you do only one aspect of the industry, or do you do many? During my tenure here at Christensen’s, I’ve seen companies come and go, often because they would only focus on one area. Times have changed, and big, easy planting jobs don’t come around as often as they used to - and there’s a lot of competition out there, more than ever since the mid 90’s.

This is where diversification comes in, and chances are that you’ve already been doing it.

An easy one is adding landscape lighting to your planting or hardscaping jobs. If you missed my two-part video on how to install lighting, you can catch up here. Keep in mind that you don’t have to sell a whole new job - lighting is the perfect second-stage enhancement for an earlier project.

Lighting aside, let’s try something different.

When trees, shrubs, and perennials get planted early in the season, many contractors apply fertilizers or soil amendments. How about promoting a fall fertilization program?

Fall is an excellent time to fertilize, even better than planting time. Established plants benefit as well, so don’t overlook customers from previous seasons. Mix in some granular organic fertilizers, such as the Tone series or Florikote slow release blends, and work it into the soil before it freezes. It’s a low-impact job your crew can manage in between fall cleanups.

Everyone knows about pavers, but some feel that they wouldn’t know how or where to begin. DID YOU KNOW: During the winter months and in the early spring, paver supply manufacturers such as Unilock and Rosetta hold how-to instructional seminars? Another handy piece of information: The “Lords of Legos” at the Christensen’s Hardscape Center are always ready to help you with a project.

Have you ever done a pond or water feature? I haven’t either, but I’ve always wanted to. This is another area where many folks don’t know how or where to begin. Like paver manufacturers, pond supply companies like Easy Pro offer seminars and on-site installation courses to help you, wait for it… “get your feet wet”.

If a full-bore pond isn’t right for your customer, consider installing a fountain or waterfall, which we carry a variety of. These are less time consuming, pumps run off of a standard 3-prong outlet, and the impact of such a focal point will definitely create a buzz amongst the neighbors. And seeing as you’re already in the subdivision, chances are you’ll pick up those jobs, and you can keep moving down the street. Not bad!

I have one more tidbit to keep in mind. I look at the Green Industry as a large fraternity/sorority. What does this mean? It’s always a good business tactic to keep up with your contacts and networking, because chances are you will come across another company that specializes in a field that you may be new to, or that you could subcontract on a project if you don’t have the time available on the work schedule.

Here are some examples:
Customer: “Can you do this?”
Contractor: “No, but I know a guy that can!”.

Or

Contractor 1: “My skid loader just tanked on a weeklong project!”
Contractor 2: “I can lend you mine for $XYZ a day so you can finish”.

We all battle the elements and obstacles associated with this industry, and everyone needs a little help from time to time. Knowing “a guy” that can fill the void when we’re in a pinch can make all the difference.

These are some suggestions of ways you can diversify your business, and there is still time to put them in motion yet this season. We want to see you succeed and grow your company year after year and are here to help you out as much as we can along the way.

Get all your material in one shot

Not so many years ago, if you wanted to supply your project with plants, pavers, wall materials and bulk goods, it required trips to several locations to complete a job. Times have changed! Our current inventory includes six different types of mulch, slag, 2 NS sand, 21AA limestone, 6A Limestone for permeable paver applications, and pea stone.

We also carry prime compost and screened topsoil that we store in dedicated, covered bins. Why do we do this? We can keep nearly 160 cubic yards of soil dry so it is ready to go when you need it. Combine that with our extensive plant material, paver, and wall block inventory, we can supply your entire project.

Bulk materials can be picked up or delivered via Christensen’s Hardscape Center for a small portion of what it might cost to pick it up with your truck. If you need large quantities, we will can deliver “Direct” train loads to your yard or Job site.

It’s 92 degrees in Plymouth as I’m writing this. It’s hard to believe that there are only a few months to go in 2017. It will get cold, the weather will turn, and the days will get shorter. Being able to source all of your materials at one location just might save the time you need to be able to wrap up those jobs at the end of the season.

Some of you may know me, but for many of you, I am a new face. I moved to Michigan after College almost 30 years ago. I have worked in the Green Industry as a contractor for most of those years. So, although this is the first time for me to stand on this side of the counter, I have probably been involved with a project similar to the one you’re working on. If you have any questions or have a difficult site, please ask, I am ready to help.

Boost your company by investing in your staff

As we roll into September, we're moving into fall mode in the green industry. Back to school signals the next push that our industry typically sees. Vacations are over. Clients are home and want projects started - and completed - before the end of the year.

Commercial projects are on the push to get the outside of the building wrapped up before winter weather closes in. And we all get to deal with the “normals” in our industry, like fall clean-ups, mum and bulb planting, low voltage lighting installs, sprinkler blow-outs, and holiday lighting and décor.

Through all of this I implore you not to forget about the education of your staff.

Now is the perfect time for education and advancement of your staff. And I don’t mean JUST fall. Literally now through the fall and winter.

Only by making education a priority does it truly become important. The excuse of “I don’t have time for that” will always be there. I have used it more times than I care to admit to.

Our local trade associations have educational opportunities for us to take advantage of. Between September and the end of the year there are SIX educational opportunities though the MNLA alone. This does not include CGIP exams, the legislative day, and the service project at the Lewis arboretum, etc.

The MGIA has an additional FIVE educational seminars between now and the end of the year, all of which are opportunities for staff development.

So eleven opportunities to advance ourselves and our staff between now and the end of the calendar year. All it takes is making it a priority in your company.

MNLA : http://mnla.org/calendar

MGIA : http://www.landscape.org/calendar_list.asp

Tips for keeping quality employees

Keeping an employee is much easier than finding, hiring, and training new team members. I hear stories regularly from green industry companies about problems retaining good employees. The most popular story is probably, “I had three guys quit this week and go to a competitor for $2 per hour more than I was paying them. I offered them raises but they left anyway.”

People leave jobs for many reasons, however unless the amount is significant, it is rarely for money alone.

Employees
need to feel:

· Informed

· Appreciated

· Necessary

· Challenged

Let’s look at it from the point of view of the employee; what is important to them? Fair pay and competitive benefits? Of course - it is a given that they are working to get paid and make a living. However, the way your team feels about their position can be even more important than compensation.

That’s right, I said “feel”. I know feelings aren’t always the easiest for us to deal with, but they are integral to employee retention.

Informed, appreciated, necessary, and challenged are things that team members want and need to feel from us. The key to this is clear and concise communication starting from the first day if possible.

Information is vital for people to feel good in today’s world. We all have more information at our fingertips than ever before and have grown accustomed to feeling well informed. We tend to fill in the gaps with our own “information” and, as humans, rarely is it positive. We start in the hiring process with a checklist of items that we want to both give to and get from the new team member. Giving your team the information they need is vital to keeping them engaged and positive.

Let’s consider appreciation; compensation is not appreciation. These two things get linked somehow and are truly two different subjects. Compensation is agreed to and earned. Appreciation is beyond that and not necessarily financial. Most times a thank you is sufficient, just letting them know you noticed and appreciate their efforts. Small perks and rewards can also be very effective; we have done things like popsicles on a hot day, $10 cash rewards, paid time off (even an hour), bought lunches, and prepared lunches. There are so many things we can do to show appreciation and the ones that take a little effort are much more effective than those that cost money.

We all want to feel needed. Keeping our team informed and appreciating them will go far in making them feel essential. Also, delegating responsibilities and communicating expectations gives team members a connection to the successes and shortcomings of the company. It’s not all about reward, there is also an element of accountability and solid team members are ready to accept both. This leads to challenging our team.

Challenge leads to opportunity. No one wants to feel stuck, at a dead end, nowhere else to go. People want to be challenged with more responsibility, harder and larger tasks, and to be able to expand and grow their abilities. Raise expectations, increase responsibilities, and provide the resources and conditions to succeed and you will create a challenging environment for any team member. As these increased expectations and responsibilities are achieved, compensation should be adjusted to reflect the increased workload of the team member.

Retaining quality team members is not easy. Consider things from their perspective and keep them engaged and positive through the communication of information, appreciation, and expectations.

Water: too much – or too little?

WATER, WATER, EVERY WHERE
And all the boards did shrink;
Water, water, every where,
Nor any drop to drink.

Some may recognize these verses from Samuel Taylor Coleridge’s “The Rime of the Ancient Mariner.” Even if one does not, it is worth noting this work, now approaching 200 years since it was written, was one of the first works advocating a more responsible use of our natural resources. The mariner’s senseless killing of an albatross leads us to question how we use and treat the fauna of this planet. Much of what is written could be applied to the flora as well.

If we remember back to this spring, days of rain created saturated soils and standing water. This did not bode well for some plants. In Coleridge’s story the sailors had no fresh water to drink, but here our trees and evergreens had more than enough fresh water, yet still could not absorb that water. Why not?

Stranded in the equatorial waters of the Pacific all but the ancient mariner eventually die from heat and lack of water.

The overabundance of water and saturation of the soil interfered with a plant’s ability to respirate and to absorb nutrients and water through its roots. The cold, wet spring also encouraged the growth of fungi, like Phytophora, in the soils which can cause lesions on the roots, which, in turn, interferes with a plant’s ability to metabolize whatever it needs. This is called root scald. At first glance some trees looked like they were wilting, in some respect they were, their roots were unable to take in nutrient and moisture causing the plant to collapse. Usually if a plant is dry leaves will wilt, turn yellow from the inner and lower branches, and the plant will begin to drop foliage to compensate.

When a plant is too wet it will begin to wilt only to have the apical branches turn reddish -brown but not separate from the plant.

How can one prepare for weather extremes? First, there is more than one way to plant a tree. Common sense goes a long way! Planting depth, the type of planting media, and choosing plants that will tolerate different soils are basic questions any landscaper should be considering for every site. It isn’t rocket science, but there is a lot more to landscaping than digging a hole and throwing the plant in!

Does the site drain well? If not, should I elevate plants in beds that will cause excessive water to run off? Choosing plants with higher metabolisms, plants with dark, more fibrous roots that can handle periodic or ephemeral flooding and including beneficial mycorrhizae in the planting media to protect root nodes will lead to transplant successes. If your planting losses are over 10%, is it due to lack of planting experience and good practices, or is your company guilty of cutting corners and careless installations? Even if you are not warranting your work, poor workmanship will catch up with any company eventually.

If heavy plant losses are “an albatross around your neck,” be a “sadder and wiser man,” and question practices and losses. Remember “the best gardeners have killed just about everything!” Becoming a more responsible contractor and pursuing best planting practices Will reduce losses and increase the bottom line. It pays to care!

“...but this I tell to thee…
He prayeth well, who loveth well
Both man and bird and beast.

He prayeth best, who loveth best
All things both great and small;
For the dear God who loveth us,
He made and loveth all.”

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