THIS IS WHERE LANDSCAPE
COMPANY LEADERS WILL BE NEXT …
LEADERS FORUM (formerly Great Escape)
Cabo San Lucas, Mexico
February 25-27, 2016
landscapeprofessionals.org/leadership-conference
Platinum sponsor:
The 4 P's of Differentiation
How to Rise to the Top in a Highly
Competitive Industry
Why is it that some companies
make it to the top in highly
competitive industries, and
others don’t?
What is it that they do different?
LEADERS
The 4 “P’s” of Differentiation
• Consistently great Product
• Process driven Organization
• Purpose Driven Teams
• Level 3 Partnerships
To deliver a Consistently great
Product
• Be intentional about the Menu
• Determine Client value and
Client Definition of Quality
• Train your teams
• Measure and Correct
Everything for
everybody is
not a strategy
Offer services
consistent with
your vision and strategy
Consistently great product
The many options in
the landscape world
LAWN CARE
COMMERCIAL MAINTENANCE
RESIDENTIAL MAINTENANCE
LANDSCAPE CONSTRUCTION
DESIGN BIULD
Determined Client Value and Definition of Quality
LAWN CARE
COMMERCIAL MAINTENANCE
Reliability, safety, responsiveness, making me look
good, ease of doing business, quality of the
relationship
RESIDENTIAL MAINTENANCE
Reliability, safety, expertise, guidance, courtesy,
product quality
LANDSCAPE CONSTRUCTION
DESIGN BIULD
Train Your Teams
•
•
•
•
•
•
Calendar schedule
Budget
Point Person
Self Perform
Out-Source
Leadership Support
QUALITY
MONTHLY LANDSCAPE MAINTENANCE INSPECTION GRADESHEET
LENOX PARK
DESCRIPTION
VALUE
DEDUCTION
COMMENTS
A. LANDSCAPE
TURF OVERALL
TURF COLOR
TURF WEEDS
TURF PESTS
EDGING
PLANT HEALTH
PRUNING
WEED CONTROL BEDS
MULCHING
IRRIGATION MANAGEMENT
B. TREE
C. MISCELLANEOUS
D. SEASONAL COLOR
APPEARANCE
PEST
E. COMMUNICATION
F. CARRY OVER ITEMS
5
15
5
10
5
5
10
5
5
10
3
2
10
5
15
Fescue along parkway- Park Bermuda streaking
Ground covers parkway- Above wall
EdgE where spilling over
Good shape but needs more separation
Irrigaiton billing? Rene need to reach out more
5
TOTAL DEDUCTIONS
MAXIMUM VALUE
3
3
2
0
0
0
4
3
1
3
0
0
0
3
0
3
25
115
SCORE
90
DATE:
Contractor Signature: ______________________________________________
NATURESCAPES
Inspector Signature: ________________________________________________
Property Representative Signature: ____________________________________
Grading Key:
100-115- Excellent
90-100- Good
85- 90- Needs Improvement
85 and Below- Failing
Performance Tracking
ROOT CAUSE ANALYSIS
ESTIMATE
PEOPLE
ROOT
CAUSE
EQUIPMENT
PROCESS
The 4 “P’s” of Differentiation
• Consistently great Product
• Process driven Organization
• Purpose Driven Teams
• Level 3 Partnerships
“WORKING HARDER IS NOT THE ANSWER”
Ability to Meet Objec ves
BEATING THE INVERTED U
Process
EFFORT
Tasks associated with any landscape job:
Estimating
Operational Meetings
Purchasing
Pre Construct Meetings
Permitting
Change Orders
Communication
Scheduling
Job Set Up/Accounting
Invoicing/Payables
Client Relations
Job Cost Review
Proposal Development
Utility Locates
Equipment Allocation
Client Relations
Crew Training
Quality Control
Deposits
Time Sheets
Labor Management
Contract Development
Sales/Closing
Design/Re Design
Material Sourcing
Job Costing and Review
Field Production Packaging
Job Close Out
Vendor Relations
Sub Contract Management
Job Site Management
BUILD THE FREAKING JOB!
PRODUCT DELIVERY SYSTEM
LEAD
DESIGN
ESTIMATING
SOLD
WORK IN PROCESS
JOB CLOSE
“Start Clean Finish Clean”
TYPICAL SALES
CYCLE
PRODUCT
DELIVERY
SYSTEM
LEAD
ADMIN- TAKE
LEAD. LOAD
INTO LEAD
TRACKING
DATA BASE.
NOTIFY SALES
SALESRECEIVE LEAD,
SCREEN AND
SHCEDULE
APPOINTMENT
CLOSE DESIGN
AND OR SET
UP NEXT
MEETING
DESIGN
ESTIMATING
SoldSOLD
DESIGNDEVELOP
CONCEPT
PLAN. MAKE
ANY
REVISIONS
SALES- LOAD
ALL CLIENT
DATA AND COST
BASED
ESTIMATE INTO
PRO BUILD
TEMPLATE.
SALES- SIGNED
CONTRACT AND
DEPOSIT TO
ADMIN
SALESPRESENT PLAN
TO CLIENT.
DISCUSS
REVISIONS.
SET UP FINAL
MEETING.
PRESENT TO
CLIENT- REVISE
AND FINALIZE
ESTIMATE BASE
ON FINAL
PROPOSAL
PRODUCTION
REVIEW
ADMIN LOAD
PROPOSAL IN
PROPOSAL LOG
JOB CLOSE OUT
WORK IN PROGRESS
PRODUCTION
SCHEDULEPRE
CONSTRUCT
SALES
MANAGE
CLIENT.
ADMIN
PRODUCTION
SALES
ADMIN
TRACK JOB
COSTS
NOTIFY SALES
OF JOB
COMPLETION
ATTEND JOB
WALK WITH
OPS.
JOB CLOSE
OUT
CHECKLIST
SET CLOSE
OUT WITH
CLIENT
FINALIZE
ALL
PAYABLES
AND
INVOICING
REVIEW JOB
COSTS AND
ADJUST
FUTURE
APPROVE
JOB FOR
FINAL
INVOICE
SET UP SUBS
ADMIN
QB LOAD
JOB SET UP
BUDGET SET UP
SOLD IN
PROPOSAL LOG
SET UP MPSS
SET UP E FILE ON
SERVER. NOTIFY
PRODUCTION
SET
SCHEDULE
PURCHASE
MATERIAL
PAY SUBS
AESTHETIC
CONTROL
CHANGE
ORDERS
TRACK LABOR
MANAGE
SUBS
RUN WEEKLY
OPS MEETING
INVOICE
RECONCILIATI
ON
ISSUE PO'S
RECONCILE
AND PAY
DIRECT COSTS
INVOICE
CLIENT
RECORE CO'S
QB AND MPSS
DELIVER
FINAL
INVOICE
COLLECT
FINAL
PAYMENT
RECONCILE
JOB COSTS
DISTRIBUTE
FINAL JOB
COSTS
DESIRED OUTCOMES OF SYSTEM:
DESIRED OUTCOMES
OF SYSTEM:
•
•
•
*EXTREMELY
SATIFIED CLIENTS
EXTREMELY SATISFIED
CLIENTS
*HAPPY EMPLOYEES
*PROFITABLE
HAPPY EMPLOYEES
PROFITABLE JOBS
DB LANDSCAPE
PROCESS FLOW
Accountability
STEPS IN
PROCESS
RESPONSIBLE
NEW LEAD
DESIGN CONTRACT
SALES
DESIGN
SALES TAKE LEAD, QUALIFY
OPPORTUNITY AND SET APPOINTMENT
DISCUSS BUDGETS WITH CLIENT AND
PRESENT DESIGN CONTRACT
CONCEPT PLAN
SITE VISIT, BASE MAP, WORK WITH
SALES TO ROUGH OUT CONCEPT,
FINALIZE AND COLOR. TAKE OFF AND
ESTIMATE
ESTIMATE/ AND REVISE PLAN
FINALIZE ESTIMATE: DOUBLE CHECK ALL
DIRECT COST ITEMS
MAKE FINAL PLAN REVISIONS AND FINAL
ESTIMATE.
RECEIVE CHECK, SIGNED CONTRACT AND
SET UP JOB IN QUICKBOOKS AND ON
SERVER, SEND OUT SUB CONTRACT
CONTRACTS. UPDATE MPSS.
SEND OUT PRE JOB LETTER
MEET ON SITE WITH SALES AND OPS TO
LAY OUT PRE- CONSTRUCT PLAN
SET UP SCHEDULE FOR SELF
PERFORMED AND SUB WORK. NOTIFY
SALES OF KEY DATES TO BE ON SITE.
SCHEDULE
CLOSEOUT
WORK WITH DESIGN AND SALES TO FINE
TUNE ESTIMATE ESPECIALLY
HARDSCAPES AND SITE WORK NUMBERS
PRESENT FINAL PLAN AND PROPOSAL TO
CLIENT. PRESENT CONTRACT AND
RECEIVE DOWN PAYMENT.E CONTRACT
ROUTING TO DBC PLANS TO
PRODUCITION
PRE- CONSTRUCT
INSTALLATION
ADMINISTRATION
Admin takes lead and records in
So ware and routes to sales.
PRESENT COCEPT PLAN AND
PRELIMINARY BUDGETS- RED LINE AND
SUBMIT TO DESIGN FOR REVIS.
BUILD CONTRACT
PRODUCTION
MANAGE CLIENT EXPECTATIONS.
PROCESS ANY CHANGE ORDERS PRIOR
TO PRODUCING.
SET APPT TO WALK JOB WITH CLIENT
WHILE CREW IS ON SITE TO CREATE
PUNCH LIST. SET APPT TO COLLECT
CHECK FROM CLIENT
BUY IN JOB (MARGIN AGRESSION).
MANAGE JOB PROGRESS, KEEP SALES IN
THE LOOP. TRACK EXPENSES. LOG KEY
DATA IN MPSS
NOTIFY SALES OF JOB COMPLETION
DATE AND SET MEETING TO REVIEW.
USE PUNCH LIST AND JOB CLOSE OUT
CHECKLIST TO BUTTON UP JOB
CLOSE OUT JOB.INVOICE, RECONCILE
ALL COSTS , FINISH JOB COSTS. SEND
OUT POST JOB PACKET
PRODUCT DELIVERY SYSTEM
Cri cal Handoff
LEAD
WHAT DO WE
SELL? (Menu)
SELF PERFORM vs
SUBCONTRACT
QUALIFY
DESIGN
HOW MUCH?
Sales
Produc on
HOW LONG?
WHAT DO WE
CHARGE? $
ESTIMATING
COST BASED
ESTIMATES
SOLD
CONTRACT SCOPE
TERMS - $
STANDARD
ESTIMATING
SYSTEM AND
TOOL
DOWN STREAM
DELIVERABLES
JOB PACKET"Start Clean"
WORK IN PROCESS
JOB CLOSE
JOB SET UP
SCHEDULES-
CLIENT
COMMUNICATION
LOGISTICS
ACCOUNTING
COMMUNCATION
QUALITY
CONTROL
JOB CLOSE CHECK
LIST
ACCOUNTABILITY
REVIEW AND ACT
Look Kittens
ESTIMATING
SYSTEMS/
Standard Operations Procedures
“ Allow Ordinary People to Perform at
Extraordinary Levels”
PEOPLE /
Your greatest Asset
The 4 “P’s” of Differentiation
• Consistently great Product
• Process driven Organization
• Purpose Driven Teams
• Level 3 Partnerships
COMPANY CULTURE
THE SPECIAL SAUCE!
CULTURE
DEFINITION: Your Corporate Identity
HOW AN ORGANIZATION
THINKS
FEELS
ACTS
HOW DO YOU DEVELOP A WINNING CULTURE?
PURPOSE
MISSION
The MISSION should guide and
inspire the organization
Fundamental reason for the
company’s existence other than
just making money
The WHY behind what we do!
Simon Sinek
CRM
“People don’t buy WHAT you do
they buy WHY you do it”
Martin Luther King did not say:
“I have a plan,” he said “I have a
dream!”
What’s your “Why”?
WORK OUT SESSION
WHAT?
An Outdoor Fire Place
WHY?
To Create a Fun Place
Where Life Happens!
WHAT?
Professional Landscape
Maintenance
WHY?
Asset Protection
Marketing
Tenant Experience
Safety
QT Mission/ Purpose
To Provide Opportunities for Employees to
Grow and Succeed
Chick- fil-A/ Mission
To Have a Positive Influence On All Who
Come In Contact With Chick-fil-A
VISION
“BEGIN WITH THE END IN MIND”
Determining Your
Vision for the Future
(Work Out Session)
2020 VISION Q’s: Company

1. In 2020, what size do you want your business to be,
and why?

2. What will the majority of your work be?

3. How will your employees describe your business at
that point?

4. How will your customers describe your company?

5. What will you be spending most of your time doing?

6. Will you spending more or less time with the people
you love?
CORE VALUES
Setting Guardrails For Success
What are Your Values?
Work Out Session
Chick fil-A Core Values
• Climb with Care and Confidence
• Create a Loyalty Effect- Our People are Our
Cornerstone
• Never Lose a Customer
• People and Principle Ahead of Profit
• Closed on Sunday
QT Core Values
• Be The Best
• Focus Long Term
• Do What is Right For QT
• Never Be Satisfied
• Do The Right Thing
The 4 “P’s” of Differentiation
• Consistently great Product
• Process driven Organization
• Purpose Driven Teams
• Level 3 Partnerships
Partnership
“A relationship that is
mutually beneficial”
PARTNERSHIP
• Trust
• Expert Advice
• Proactive Approach
• Effective Communication
LEVEL 1 PARTNERSHIP
“Show Me”





Relationship is professional
I need to Win
Sets Boundaries and expectations
Trust is built on basic service delivery and AM
ability to deliver
Ideas and pricing on enhancements are
scrutinized
Property
Manager
Account
Manager
LEVEL 2 PARTNERSHIP
Win/Win




Trust as a vendor and a friend
WE need to Win
Willing to share vision and budget of
property
Loyalty becomes as important as
price
Property
Manager
Account
Manager
COMMON
VISION
LEVEL 3 PARTNERSHIP
“Trusted Advisor”





Complete trust in relationship
YOU need to Win
Shares all information- Maybe too much!
Accepts ideas and solutions freely
Brings you in the inner circle
VALUE ADD
Property
Manager
Account
Manager
Please remember to put completed evaluation forms in
the basket located in the back of the room.
The 4 P's of Differentiation –
How to Rise to the Top in a Highly
Competitive Industry