2018 Groundwork July/August

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GROUNDWORK A P U B L I C A T I O N O F T H E L A N D S C A P E C O N T R A C T O R S A S S O C I A T I O N M D •D C •V A

Plant of the Month—The Panicle Hydrangea Viburnum and Its Buddies Talk, Text, or Email?

contents

July /August 2018 5

President’s Message

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Plant of the Month—The Panicle Hydrangea

10 2017 Grand Award—Alexandria Residence 12 Viburnum and Its Buddies 14 Talk, Text, or Email?

17 Little Things Do Make a BIG DIFFERENCE to

Your Customers 20 Member Profile: The Sharper Cut 22 Advertising Information

Plant of the Month

Hydrangea paniculata

On the cover

Alexandria Residence Planted Earth Landscaping, Inc. Residential Maintenance

—GRAND AWARD— “Feature” and “Plant of the Month” articles can also be found online for LCA Members under the GROUNDWORK link in your Profile Home page at www.lcamddcva.org

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CALENDAR OF

2018 BOARD OF DIRECTORS Josh Kane, CLT—President Kane Landscapes, Inc.—(703) 803-3146 Kevin O’Neill—Immediate Past President Great American Landscapes, Inc.—(301) 972-5681 Aaron Raines—Vice President Live Green Landscape Associates, LLC —(410) 833-9640

AUGUST 4

Certification Field Test

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LCA 2018 Excellence in Landscape Awards: Entry Submission Deadline

Agricultural History Farm Park, Derwood, MD

DIRECTORS

SEPTEMBER 12

Ruppert Landscape Sponsored Meeting

Ruppert Landscape, Laytonsville, MD

OCTOBER 9

LCA Mini-Workshop: 10 x 10 Designs

Johns Hopkins University, Montgomery County Campus, Rockville, MD

NOVEMBER 8

LCA Excellence in Landscape Awards Dinner

Matt Glover, CLT—Secretary/Treasurer Wray Brothers Landscapes—(301) 654-5845

Marriott Washingtonian Center, Gaithersburg, MD

Ruppert Landscape Sponsored Meeting and Tour Date:

Wednesday, September 12, 2018

Time:

5:30–8:00 pm

Location:

Ruppert Landscape 23601 Laytonsville Rd. Laytonsville, MD 20882

LCA STAFF Thérèse O. Clemens, CAE EXECUTIVE DIRECTOR Lynn Turner SENIOR MEMBER SERVICES MANAGER / OPERATIONS Julie Hill MARKETING DIRECTOR Dawn Rosenfeld ACCOUNTANT Lynne Agoston DIRECTOR OF EDITORIAL SERVICES Jennifer Oliveres PRODUCTION MANAGER Kristin Mohebbi, CMP MEETINGS MANAGER Barbara Bienkowski, CEM EXHIBITS/SPONSORSHIP MANAGER Brandon Lawrence EXHIBIT COORDINATOR Jeyin Lee MARKETING COORDINATOR G R O U N D W O R K , the official publication of the Landscape Contractors Association, MD•DC•VA, is published bimonthly by LCA, 9707 Key West Avenue, Suite 100, Rockville, MD 20850.

LCA Mini-Workshop: 10x10 Designs

P: (301) 948-0810 F: (301) 990-9771 E: lca@mgmtsol.com W: www.lcamddcva.org.

Office hours: Monday–Friday, 8:30 am–5 pm (EST).

Award-winning landscape architects, designers, and design/build contractors will showcase their most inspirational work in what is known as a 10 x 10 design presentation format.

Date:

Tuesday, October 9, 2018

Time:

9:30 am–Noon

Location:

Johns Hopkins University Montgomery County Campus 9605 Medical Center Drive, Room 121 Rockville, MD 20850

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Paul Jester J&G Landscape Design, Inc.—(301) 476-7600 Colin Jones Manor View Farm, Inc.—(410) 771-4700 Michael J. McCartin Joseph W. McCartin Insurance, Inc.—(301) 937-0400 Kevin McHale McHale Landscape Design, Inc.—(301) 599-8300 Barry Schneider Surrounds, Inc.—(703) 430-6001 Jeff Topley BrightView—(301) 252-8035 Chris Vedrani, CLT Planted Earth Landscaping, Inc.—(410) 857-4744 Jeff Waters SiteOne Landscape Supply—(301) 421-1220

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LCA is not responsible for opinions expressed and facts presented by contributing authors.

Editorial Deadline: The deadline to submit copy is the 20th of the month for the following bimonthly issue and is on a space­­­– available basis.

Advertising & Classifieds: All ads must be high-resolution PDF and pre‑paid. Contact Barbara Bienkowski at bbienkowski@mgmtsol.com for more information and the deadline schedule.

Copyright © 2018: Landscape Contractors Association, MD•DC•VA. Reproduction of any material allowed only with prior written permission from LCA. LCA’s core purpose is to advance the success of its members and provide a community for green industry professionals.

President’s Message Change Is a Coming T he recent news of IBM’s new super computer winning a debate against a professional human debater made me Josh Kane, CLT 2018 President t h i n k ab out t he change our green industry is starting to see. Dennis McCluggage said, “Change is the only constant, hanging on is the only sin,” and in today’s world, that could not be more true. From self-driving semitrucks, drones that can create topographical maps that are accurate down to the inch, and robotic lawn mowers taking care of more and more properties, the change in our industry is picking up pace, and that is probably a good thing. As we face raising labor costs, shortages of managers, and increased fuel prices, many companies are finding ways to do things differently to allow their businesses to survive and thrive while others begin to falter.

overall vision. If you try to implement change without a strong correlation to your employees, they will have difficulty understanding what’s in it for them. Their minds will go back to the fear reaction, and your plans will be thrown off track.

So how do we accept and embrace change to make our companies stronger? Change, or even the thought of it, puts the brain into a threat state that makes it extremely hard to use other parts of your brain to be analytical or reasonable. This primitive reaction affects everyone from the owner to the field team member and is the reason why successful change or transformation at work can be so difficult to achieve. Luckily, science tells us that our brains will adapt over time. The difficult part is explaining how the change will help the entire team. No matter what the change is, big or small, it must be linked to your company’s culture, purpose, and

3. Enlist champions: Use those natural leaders in your company to help get a pulse on the team’s feelings as you start to implement the change.

A leader does not necessarily mean a manager, but rather someone the rest of the team respects and holds in high regard.

Here are few tips I have found over the years while reading about implementing change: 1. Develop a plan: Change in the workplace is going to be slow, especially if you are in a larger company. Set incremental steps to allow people to adjust and become confident a little bit at a time.

2. Anticipate obstacles: Make sure you identify potential obstacles that could fuel resistance prior to the start of the change. Have strategies to overcome these possible concerns ready and clearly thought out.

4. Establish goals: Make sure everyone knows what success will look like once the change happens, and how it will benefit their role in the company.

5. Provide post-change support: How many times have you started a great new program at work only to see it GROUNDWORK

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peter out after the initial excitement dies down? Make sure you take the time to ensure that the change is fully embedded in your company’s culture. Spend the time to calm any feelings that arise after the change.

This could take more than a year, so be ready to put the time in.

LCA is also going through some exciting changes at the moment, and the almost 100 attendees at the McHale sponsored event featuring Frank Mariani were lucky enough to be at the forefront. This shift in how LCA provides education for its members was a big change; but from the response the board and staff received, it was well worth the effort. There was incredible networking, vendor setups, food, music, and several owners of some of the nation’s top design build firms answering questions, as well as a chance to speak with McHale Landscape’s managers and tour the facility.

We are really excited about the future of LCA and all the remarkable things the board is implementing. The next sponsored event is September 12 at Ruppert Landscape. Lastly, don’t forget that the national certification from NALP is also changing. This may be the final year for your employees to demonstrate their knowledge with the hands-on test. Call the LCA office for space availability.

On behalf of the LCA staff, board of directors, and myself, we wish you all a safe and wonderful summer.

Josh Kane, CLT LCA President

Plant of the Month

The Panicle Hydrangea

By Steve Sullivan, BrightView Landscape Services Hydrangea paniculata 'The Swan'

If your bigleaf hydrangea (Hydrangea macrophylla)—also called French, Japanese, or snowball hydrangea— suffered from cold damage this past winter like mine did, then you are facing another summer with few flowers on this popular shrub. It seems that damage occurs about two out of every three years, and we end up with a shrub full of leaves but shy of flowers. Even the popular cultivar ‘Endless Summer’, which flowers on new growth and has been marketed as a variety that should produce flowers even after dieback or pruning, has been disappointing in my garden, with only a few flowers each season.

of us grew up with this hydrangea, especially the old cultivar ‘Grandiflora’, which has large, white panicle flowers in the late summer. This was called the ‘peegee’ hydrangea, taking the first letters of the species and cultivar to produce this common name. This large shrub could be Hydrangea paniculata 'Limelight,' in snow

Thankfully though, I still get to enjoy a summer full of hydrangea blooms with the hardy panicle hydrangea (Hydrangea paniculata), which is better adapted to our climate. Many GROUNDWORK

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overwhelming in the landscape, with its large size and flower heads that would often fall over when in full bloom, and the seed-heads would turn brown in the fall and look a bit bedraggled in the winter months.

Being from the Midwest, this was one of the few hydrangeas that was

Plant of the Month continued even hardy, as planting the bigleaf hydrangea meant certain dieback and few flowers each year. Since the panicle hydrangea flowers on “new wood,” it can be aggressively pruned each spring before new growth starts to keep its size in check. It is hardy to zone 3, so cold winters will not bother this shrub. While these older, larger cultivars such as ‘Grandiflora’, ‘Tardiva’, and ‘Praecox’ can grow over 15 feet tall if not pruned, they may be more difficult to incorporate into smaller landscapes. Thankfully though, we now have a wider selection of cultivars—some shorter in stature— that are easier to incorporate in most landscapes.

Unlike the bigleaf hydrangea, which will be either pink or blue depending on the soil pH (lower soil pH will allow the plant to uptake aluminum, creating the blue color, while a higher pH will prevent aluminum uptake and result in a pink color, and a neutral pH will give you the “grape Kool-Aid” color), all of the panicle hydrangeas have white flowers, with a combination of fertile and sterile sepals. The sterile sepals are larger, hence more ornamental, and many of the newer varieties have been bred with a higher percentage of them compared to the smaller fertile ones. While all of the cultivars start out white, many of them will fade to pinkish hues later in the summer; some of the newer varieties will transform even earlier and can be very dramatic and ornamental with regard to their color. I remember when I was designing my garden, I incorporated three different panicle hydrangeas in my landscape: ‘Limelight’, which has lime-green flowers on large panicles that in some years fade to a nice pink in the fall; ‘Pink Diamond’, another large variety that turns a nice pink in September and

Hydrangea paniculata after pruning

into the fall; and ‘Quick Fire’, a large cultivar that grows to 6–8 feet tall and flowers earlier, turning a deep pink by later August into the fall. I have recently added ‘Pinky Winky’, which also grows to 6–8 feet tall.

Plan on cutting this one back each spring to 2–3 feet, which will help to keep it in the 5–6 feet range for the growing season.

While in the past, the panicle hydrangea was mostly found in larger residential landscapes, I now find it popping up on commercial sites all over the Mid-Atlantic. Due to some of the recent issues with the fatal disease, rose rosette, more companies are trying to find substitutes for summer-flowering shrubs like roses. While nothing is quite like the rose when it is happy, I find that some of the hydrangea cultivars are a good substitute when properly situated. Because they can be pruned hard each spring like roses, it is easy to keep them at a reasonable size. In addition, many of the newer varieties coming onto the market are GROUNDWORK

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Hydrangea panicualta 'Bobo'

smaller in size, eliminating some of problems with incorporating them in smaller landscapes. Some of these smaller varieties include ‘Little Lime’ (H. paniculata ‘Jane’), ‘Bobo’ (H. paniculata ‘ILVOBO’), ‘Little Quick Fire’ (H. paniculata ‘SMHPLQF’), ‘Strawberry Sundae’ (H. paniculata ‘Rensun’) and ‘Bombshell’ (H. paniculata ‘Bombshell’). I think the smaller cultivars would be better suited for areas where you are looking for a replacement for roses or need an ornamental that will stay under 5 feet in height.

Plant of the Month continued

Hydrangea paniculata 'Grandiflora'

Hydrangea paniculata 'Limelight' in September

Hydrangea paniculata 'Limelight' (close)

While some might find the need to prune them back each spring a chore, we do this each year with roses without complaining too much, and it helps to ensure that the plant is rejuvenated, which promotes flowering.

Since it needs to put on growth to initiate flowering, fertilizing them in early spring is recommended in most situations. A fertilizer that has approximately 10% nitrogen (with half of it being slow release) should provide the boost they need. I am sure that adding some organic matter in a healthy soil would also be adequate in most situations. They do not leaf out early like the bigleaf hydrangea, often getting nipped by a late frost. By early June, they have put out 2/3 of their growth and will be starting to form their flower buds by the end of the month. If you prune less than what I have recommended, flowering may occur earlier.

Flowering for most of them will start in late June to July, usually starting out a chartreuse color before turning all white. Some of the newer cultivars, such as ‘Strawberry Sundae’, will start to turn pink toward the bottom of the panicle right away, then turning all pink a few weeks later, allowing you to enjoy the twotoned flowers earlier in the year than some other varieties, which vary in when the flowers start to turn pink or red. Most of the newer varieties show their pinkish flowers throughout the later part of July and August and into September. While roses

are virtually unrivaled in May and June, when the panicle hydrangea is still putting on growth, they take over in July and can add interest to the landscape well into the fall and sometimes winter. I know that I enjoy my hydrangeas well into the winter, as the dried seed-heads are attractive when covered with frost or snow. The sturdy stems stay upright throughout the winter in most situations, and I have even taken the cut stems when pruned in March and used them in dried flower arrangements in the house (I do not spraypaint them—I have to draw the line somewhere).

being relatively new in many landscapes, however. I recently saw some shrubs planted in front of a building that had recently been sheared like all of the other shrubs in the landscape. Obviously this will keep it from flowering and relegate it to just another “green globe” in the landscape. With some of the dwarf varieties now available, and the increase in the usage of this shrub, better understanding of maintenance for the panicle hydrangea should help this ornamental in providing value in both residential and commercial landscapes.

I have never had any pest problems with my shrubs in the past 15 years of growing them. While they are wonderfully pest-free from what I see and read, they are not a friend of dry soils and appreciate an evenly moist soil. While they seem to prefer full sun, I have found plantings in partial shade that were performing nicely as long as they get a few hours of sun. Like most hydrangeas, deer do like their leaves, so it is not a good choice for landscapes where Bambi and her friends frolic.

Hydrangea paniculata 'Pink diamond' in early summer

If there is an issue with this hydrangea species in the landscape, it is the fact that it does not always look like a hydrangea, so folks might mistake its identity and not prune it on a regular basis before growth emerges in the spring. I believe this is due to it GROUNDWORK

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Over 1,500 choices delivered to you. perennials, natives, ferns, grasses, vines, herbs, ground covers, pansies, dahlias, cannas, green roof and environmental planning material.

www.cavanos.com • 410-592-8077

2017 Grand Award

Alexandria Residence Planted Earth Landscaping, Inc. Residential Maintenance

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This installation job was completed in 2012 and has been maintained by our gardeners since. The client entertains some of D.C.'s most prominent; therefore, the expectation of a showpiece garden is imperative. The gardens are anchored by a 20-foot Nellie Stevens holly clipped hedge in the rear yard and a formal boxwood circle in the front yard. Mixtures of hydrangea, viburnum, and perennials provide color and interest throughout.

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Viburnum and Its Buddies

By Stanton Gill, Extension Specialist in IPM and Entomology, University of Maryland, CMREC; Professor, Montgomery College

Viburnum beetle

Viburnums are a woody plant genus with more than 150 evergreen, semi-evergreen, and deciduous plant types. Most of them flower in the spring with abundant bloom clusters, and many of the species bear ornate fruit in late summer or fall that is well suited for cut flower arrangements. Many of the viburnum are native species, and you can find viburnums that are hardy from zone 2 to zone 9. Some species have fragrant flowers that add to the attraction for a cut woody plant. Of note is that they grow in moderately fertile soil, as long as it is well drained, and can tolerate some shaded areas.

I personally have several species of viburnum on our farm and use them as cut flowers for arrangements, especially in the fall, utilizing the colorful berries. One of my favorites is called Blue Muffin—with blue fruit clusters that look outstanding in floral arrangements. Several of our Maryland nursery owners tell me viburnum is one of their top-selling flowering shrubs.

Ok, as an entomologist, I now will begin to rain on the parade. For years, viburnums have been pretty free of pests. That is, until a pest showed up in New York State back in the 1990s. This pest is the viburnum

leaf beetle, which was a new invasive species introduced to the United States. I know, you are thinking this is another pest from Asia, and probably China. You would be wrong. It is native to Europe. So, our European buddies sent us over a new pest. Dr. Paul Weston, entomologist with Cornell University Extension found it in New York State, and it was found shortly afterwards in Maine and the southeastern part of Canada. Dr. Weston pioneered the early work on the life cycle and feeding preference of viburnum plant species and chemical control options.

In 2001, the viburnum leaf beetle was found in Pennsylvania. It was found in Maryland in 2014. It is a newer pest in the Midwest, being found in the Chicago area in 2013.

By 2015 it was being reported with regularity across the Chicago area.

The really bad thing about this pest is that both the adult and larvae combine their efforts to kill a plant in a couple of years. Now, don’t get too depressed. We have been attacked by lots of bugs, and we usually can find a solution. The first step is understanding the insect’s life cycle.

Adult beetles are fairly bland and are easily overlooked. They are brown and about ¼ inch in length, with the GROUNDWORK

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females being slightly larger than the males. If you use a 10x magnifier, you will see that the insect is covered with fine golden hairs.

The young (larvae) are tiny upon hatching. They go through several instar stages and will only reach about 1/3 of an inch in length at the last instar. Feeding damage may be noted before the actual insect is seen. The larvae vary in color from pale green to pale yellow. The body is marked with black dots along the sides and a row of black dashes along the back. Adult females begin laying eggs in late June to mid-July and continue laying eggs as late as October, until the first major frost.

They prepare laying sites by chewing small holes (about 1 mm in diameter, or about the size of a pinhead) into a small branch or twig. The laying sites are usually (though not always) on the current season's growth. The eggs overwinter in these snug little holes, and the larvae emerge from the eggs in late April or early May in response to warming temperatures.

The good news is that the viburnum leaf beetle has only one generation per year. Larvae will start to hatch around mid-May to early June, but timing depends on your part of the country. The larvae hatching is timed to when new leaves emerge,

Viburnum and Its Buddies continued and larvae will move to the new leaves to feed. The larvae will go through three instars, growing as they molt. They will skeletonize the leaves, eating the tissue between the veins. The amount of feeding on susceptible species can be very damaging.

Egg-laying sites may be seen on twigs from fall until spring. The actual eggs are not visible. The eggs are laid in small holes on the twigs, and then the holes are capped with a mixture of chewed wood and excrement. The caps are dark and stand out against the bark of the twig, making them easy to see. They are often in rows.

Sometime in June or July, the larvae will crawl down the stems to pupate in the soil. Pupation takes about 10 days. After that time, the adult beetles will emerge, and they will also feed on the leaves, continuing to skeletonize them. Adults will generally be present from July until frost.

Hosts Viburnum leaf beetle feeds only on viburnums. Some species of viburnum are more susceptible to the beetle than others. A preliminary list of susceptible and resistant cultivars has been developed by Dr. Weston (see http://www.hort.cornell.edu/ vlb/suscept.html for a full list.)

Highly susceptible species are the first to be attacked and are generally destroyed in the first two to three years following infestation. Common viburnums that are considered highly susceptible include Viburnum dentatum (arrowwood viburnum), V. nudum (possum-haw, smooth witherod viburnum), V. opulus (European cranberry-bush viburnum), and V. opulus var. americana, formerly V.

trilobum (American cranberry-bush viburnum).

Susceptible species are eventually destroyed but usually are not heavily fed upon until the most susceptible species are eliminated. Common viburnums that are considered susceptible include V. acerifolium (mapleleaf viburnum), V. lantana (wayfaringtree viburnum), V. rufidulum (rusty blackhaw, southern black-haw), and V. sargentii (Sargent viburnum).

Moderately susceptible species show varying degrees of susceptibility but usually are not destroyed by the beetle. Common viburnums that are considered moderately susceptible include V. burkwoodii (Burkwood viburnum), V. x carlcephalum (Carlcephalum viburnum), V. cassinoides (witherod viburnum), V. dilatatum (linden viburnum), V. farreri (fragrant viburnum) (except 'Nanum', which is highly susceptible), V. lentago (nannyberry viburnum), V. prunifolium (blackhaw viburnum), and V. x rhytidophylloides (lantanaphyllum viburnum).

Resistant species show little or no feeding damage and survive infestations rather well. Common viburnums that are considered resistant include V. carlesii (Koreanspice viburnum), V. x juddii (Judd viburnum), V. plicatum (doublefile viburnum), V. plicatum var. tomentosum (doublefile viburnum), V. rhytidophyllum (leatherleaf viburnum), and V. sieboldii (Siebold viburnum).

Most species in all susceptibility groups exhibit more feeding damage when grown in the shade.

The best course of action is to plant the more resistant species of viburGROUNDWORK

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nums. Susceptible species do not have to be abandoned, but it may be wise to plant them in moderation.

Excessive use of any species always has the potential to magnify pest problems.

One of the easiest ways to reduce the population of beetles is to remove and destroy the twigs that bear the eggs. The egg-infested twigs can easily be seen once the leaves have fallen. They can be removed from October through April. Once the twigs have been removed, destroy them by burning (where permitted), chipping , composting, or burying.

There are some beneficial insects that will attack the viburnum leaf beetle, such as assassin bugs and soldier beetles. Encourage beneficials to come to your yard by planting a diverse group of flowers and by limiting the use of broad spectrum insecticides that may kill them.

Chemicals If insecticides are used, it is best to treat young larvae, as they are the easiest to kill. If larvae can be killed early in the season, the amount of feeding damage can be minimized.

Insecticides can be applied to adults, but by that time there may be a lot of damage already done. We have tested insecticidal soaps and horticultural oils sprayed directly on the larvae and obtained fairly good results. We are investigating some of the newer low-risk chemistries to see if they are effective and will have results in future articles.

We know they are present in the Northeast and as far south as Maryland. We also know they are in Illinois. If you find them active in your state send me an email at Sgill@umd.edu.

Talk, Text, or Email?

Three lawn care operators share their preferred methods for automated prenotifications

By Emily Schappacher In the late 1990s, Jim Zylstra received an automated call from his dentist reminding him of an upcoming appointment. The owner of Tuff Turf Molebusters in Byron Center, Mich., was so impressed by this service that he quickly began researching how to incorporate it into his own business.

“The system I bought was actually designed for schools to notify families about snow days,” Zylstra says.

“It was a big box that you plugged into a phone jack and then into a computer. It was clunky, cumbersome and not easy to use, but I was a one-man company and didn’t have time for call-aheads or reschedules.”

While the technology has certainly improved since then, prenotifying customers of their appointments is more important than ever—and is even mandated in some cases. Lawn care operators (LCOs) are using automated calls, texts and emails to prevent last-minute cancellations and to keep their technicians’ routes on schedule.

Planning ahead At Tuff Turf Molebusters, customers can choose to be contacted via call, text or email. Most prefer email. Zylstra uses Real Green Systems software for his prenotifications and says it costs him 7 cents per call, or about $225–250 per month. Tuff Turf

Molebusters has revenue of $2 million and offers 50 percent lawn care services and 50 percent pest control services to an 85 percent residential, 15 percent commercial clientele.

“If technicians can find out in advance that a customer’s street is under construction, they’re having a neighborhood garage sale or they’re doing a home construction project, (the notification) kind of pays for itself,” Zylstra says.

The firm gives its customers a twoday window for technicians to complete their appointment. While Zylstra says this approach gives the company some flexibility if there is an issue such as inclement weather, an ill technician or an equipment malfunction, it also can make schedules more complicated if the unforeseen problem persists.

“On Monday, we call everyone for Wednesday appointments and say if we can’t make it because of weather or an illness, then we will come on Thursday,” Zylstra says. “But when it rains for three days or if someone is sick for several days, it can start problems because then we have to start recalling everyone and giving new dates.”

This is the first time Zylstra has utilized a pay-per-use prenotification service. He recommends that LCOs GROUNDWORK

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purchase their system outright if they can find an affordable way to do so because there are other ways to use it. For example, in the past, he has done blasts promoting special deals or new services.

“I don’t know how anybody doesn’t utilize technology to let their clients know when they are coming,” Zylstra says. “We promote our call-aheads as a benefit to hiring us.”

Accessibility and flexibility Senske Services first implemented an automated call service in 2008 and added text and email options in 2013. When new customers come on board, they choose how they would like to be contacted, says Chuck Williams, the company’s customer experience manager.

Most clients prefer text or email, he says, adding that a few still prefer an old-fashioned phone call from a Senske representative. The company even has a few customers who ask to receive a postcard in the mail, a request Williams says the company is happy to accommodate. Senske Services, headquartered in Kennewick, Wash., is a $34-million company that provides 55 percent lawn/ tree care, 20 percent maintenance, 20 percent pest control and 5 percent holiday décor to a 70 percent residential, 30 percent commercial clientele.

Talk, Text, or Email? continued We are noticing that there is a higher customer demand for communication and accessibility,” says Williams. “We want to make sure we’re taking care of our customers on their terms and that they are being prenotified in the way that works best for them.”

Senske’s text and email notifications are automated and integrated into the company’s customer relationship management system. The company uses a third-party service to manage its automated calls. Williams says the service costs “pennies on the dollar” and that the more automated the process, the less it costs. He says some contractors believe a drawback to providing prenotifications is that it gives the customer more control over the way the company does business. Williams adds that cancellations and rescheduled appointments can make it trickier for technicians to complete their predetermined routes in a timely manner.

“When we have a perfect route built and a few customers decide that this week doesn’t work for them, it can complicate things,” he says. “But we understand that will happen when you’re being flexible for your customers.”

For LCOs interested in offering automated prenotification services, Williams urges them to customize the program to fit their needs. For example, when the firm first launched its text notification service, the messages were not long enough to specify what service the client could expect to be performed.

Williams says the company worked with its text provider to expand the character limit for its messages so

Prenotification calls or emails can be a helpful line of communication for you and your clients.

the customer could receive all the relevant information.

“Don’t just settle for what is out there,” Williams says. “Work with these companies to get what your customers deserve.”

Line of communication Jesse Smith, president of Royal Greens Professional Lawn Care in Frederick, Md., has always offered call-ahead services upon request. But in the past year, Smith switched from phone calls to emails because he says they’re easier to track. Another benefit of email, Smith says, is the company can convey the necessary information in a clear and concise way. Royal Greens is a $1.1-million company that provides 80 percent lawn care, 15 percent pest control and 5 percent tree care services to a 90 percent residential, 10 percent commercial clientele.

“We know when we send the emails and when they are opened by the customer,” Smith says. “Phone calls can be hearsay and require too much back and forth.”

Royal Greens’ automated emails are integrated into the company’s Real Green Systems software. Smith GROUNDWORK

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says it costs 15 cents per email, and 10–15 percent of his clients opt to receive them. Most of the customers who receive the prenotification have a specific reason they want to know when a technician is going to be on their property, such as a locked gate or a dog in the yard. Smith says the biggest drawback to offering the email service is making sure they have the customer’s most accessible email address on file. For example, he says some customers who provide their work email address don’t see messages sent after business hours until the next day. However, he was pleasantly surprised to see customers using the emails as a way to stay in touch with the company in between their services.

“We have found that customers tend to keep the email and use it as way to reach out and ask us questions about their bill or about additional services, which was unexpected,” he says. “It has become an open line of communication with the customer that we didn’t have before.”

This article originally appeared in the February 2018 issue of Landscape Management. Reprinted with permission.

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Johnson Nursery Company Willard, NC • 800-624-817

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Marshall’s Riverbank Nursery Salisbury, MD • 410-677-0900

Spring Run Farms Coatsville, PA • 610-380-1402 www.provenwinners-shrubs.com

Little Things Do Make a BIG DIFFERENCE to Your Customers

By Tom Borg © 2018 Some time ago, my colleague and I entered a restaurant. We mentioned to the greeter that we were in a hurry. A few moments later we were seated, and a waitress was ready to take our order.

She suggested to us that if we paid the bill immediately, it would save us a few extra minutes when we were ready to leave. We agreed and expressed our appreciation for her thoughtfulness.

She acknowledged that we were on a tight schedule and would put a rush order on having our lunch prepared.

A few minutes later, the waitress returned with our lunches and the bill.

That waitress demonstrated to us just what "taking care of the little things" really meant.

So often, managers, team members, owners and presidents, overlook the

little things that mean so much to their customers. Running a business is like running a marathon; yet, some people run it like it was a 50 yard dash. In other words, they look for short-term fixes and not longterm solutions.

They are in such a hurry to get to the finish line that the customer’s real needs and wants are overlooked. Successful business owners in the Green Industry realize that they are run-

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301-837-1080 / www.mccartin.com GROUNDWORK

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Call for Volunteers The Landscape Industry Certified Technician Test could not take place without the dedication of a large number of volunteers.

Whether for test site preparation, training, or judging, test volunteers play an extraordinary role in making the test a reality.

It is yet another way that LCA members provide a community for the landscape industry. Volunteers are recognized in Groundwork magazine each year.

If you are interested in volunteering, please contact Lynn Turner (lturner@mgmtsol.com) at the LCA office.

Volunteers who are Landscape Industry Certified will earn CEUs toward their NALP recertification.

Test Date: Saturday, August 4, 2018 Setup and Volunteer Orientation: Friday, August 3, 2018

Sign up to volunteer!

For sponsorship opportunities, contact Barbara Bienkowski: bbienkowski@mgmtsol.com.

Volunteers must attend the orientation

Little Things Do Make a BIG DIFFERENCE to Your Customers continued

ning a race, and this race is 26 miles and 385 yards long. They know that in order to be a winner, they must take care of the “little things,” like training their employees, throughout the entire race.

Like the old saying goes, “Being successful should never be confused with remaining successful.” Successful CEOs, managers, and team members realize that they are in business for the long haul, not just the short ride.

Here is my recommendation: List three things that may be minor, but do make a difference to your customers. Share them with your team. Take the necessary action to make sure they are used by everyone.

Tom Borg is a team performance and customer experience expert who works with small businesses and organizations in the Green Industry to improve customer acquisition and retention. He helps these organizations through his consulting, speaking, training, and mentoring. To ask him a question or to hire Tom, please contact him at (734) 404-5909 or tom@tomborg.com, or visit his website at: www.tomborgconsulting.com

You customers will appreciate it.

©2018 All Rights Reserved.

Remember, by taking care of the little things for your customers, it will help you earn their loyalty for a long, long time.

Take note of all the little things that are important to your Green Industry customers. Set up a system to make sure these expectations are met.

GROUNDWORK

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The Perennial Farm Phone: 410-592-6106 - eFax 410-558-6659 www.PerennialFarm.com Celebra�ng 38 years in business

Over 2000 Varie�es available

Perennials - Ornamental Grasses Hardy Ferns - Na�ve Plants

Roses - Flowering Shrubs - Flowering Vines - Ground Covers Succulents - Tropicals - Pansies, Viola, Cabbage & Kale

Member Profile: The Sharper Cut 1. Where is your company’s headquarters located? How many other locations do you have?

The Sharper Cut office, along with our t wo client resource rooms, is located i n Upper Ma rlboro, Maryland.

2. How many employees does your company have?

We currently have 20 employees (including field crews).

3. How long has your company been in business, and how did the company get its start?

A lmost 30 years ago, company founder Bill Banford hauled his 21” mower in the back of his father’s Honda Civic and started mowing the yards in his neighborhood. Ultimately, The Sharper Cut was incorporated in 1998 and has grown to become a full-service design-build firm under the leadership of Bill and his brother, Justin Banford.

4. Why did you decide to join LCA?

8. What’s changed about your company in the last five years?

We wanted to meet and network with other leaders in the industry and to keep our finger on the pulse of landscaping trends.

The biggest change we’ve incorporated is the utilization of various 3D design visualization tools to allow our clients to view their space before the project begins. We recently entered the virtual realm, where clients can put on a pair of VR goggles to have the ultimate “test-drivingthe-car” experience. We’ve also significantly expanded our reach to our client base using various social media and digital platforms.

5. Do you use social media?

Which?

Yes, we are active on Facebook, Twitter, and Pinterest.

6. Does your company have any specialty areas?

We have a very in-depth design process that engages our clients every step of the way, allowing them to be a part of the design and the budget phase.

7. Do you do residential or commercial? Do you do both install and maintenance?

We work with residential clients in the DC Metro area and primarily focus on installation.

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9. What is your company’s biggest claim to fame?

Excellent customer service and making clients feel like a truly valued member of The Sharper Cut family is extremely important to us. We do everything we can so that they experience a "Wow!" feeling from the moment we meet to the end of their project.

Member Profile continued 10. What are your company’s biggest challenges?

Our biggest challenge has been finding field crew members.

Excellence in Landscape Awards

11. What landscaping trends do you anticipate for the future?

We expect that future landscaping trends will include: • Eco-friendly features • Modern landscaping features • Pet-centric landscaping features • Increased interest in outdoor living rooms as an extension to indoor living spaces • Increased use of outdoor technology (surround speakers, HD TV) • Reduced lawn (for easier maintenance)

Some Things to Consider Landscaping companies from across Maryland, Virginia, and D.C. are working on submitting their projects for a coveted LCA Excellence in Landscape Award. Online submissions are now open.

12. Where do you expect your company to be in five years?

We are expanding back into the maintenance side of the industry and expect within five years to have a full-fledged division running itself. Furthermore, as the design-build aspect of the company grows in sales volume, we will be adding additional crews.

Each entry requires a full description of the project and details of any special or unique problems that were incurred. In addition, 10–15 photos of each project must be submitted, with a description of what’s being shown in the picture. For winning entries, these photos and descriptions are used on LCA’s website, in Groundwork, and in Home & Design magazine, so they should be descriptive and interesting.

As a reminder, entries for each awards category do not compete against each other. Each entry is judged individually against that category’s criteria, and all entries that meet the criteria win an award.

SUBMISSION FORM

2018

Excellence in Landscape Awards

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Thank You to Our 2018 Certification Sponsors!

Silver Sponsors

Delivering the Confidence You Desire and the Value You Deserve for over 40 years * Our Landscape Distribution Center has an Extensive Selection of Quality Plant Material Available for Pickup or Delivery * Field Grown Material Available for Personal Selection

Chapel Valley Landscape Company Country Springs Wholesale Nursery Estes Environmental Inc. Fine Earth Landscape Kane Landscapes, Inc. Level Green Landscape, LLC Live Green Landscape Associates, LLC Joseph W. McCartin Insurance, Inc. McHale Landscape Design Ruppert Landscape Surrounds, Inc. Vermeer Mid-Atlantic, Inc. Walnut Hill Landscape Company

Bronze Sponsors Central Sod of Maryland, Inc. Great American Landscapes, Inc. J & G Landscape Design, Inc. SiteOne Landscape Design

Advertising Information Advertisers Index Babikow Greenhouses............................................................... 24 Cavano's Perennials, Inc............................................................. 9 Chief Mountain Farms, LLC....................................................... 23 Manor View Farm....................................................................... 22 McCartin.................................................................................... 17 The Perennial Farm.................................................................... 19 Proven Winners.......................................................................... 16 Unilock....................................................................................... 17 Walnut Springs Nursery, Inc....................................................... 2

* Potted Liners

General Information • See LCA website: www.lcamddcva.org for current Media Kit. • Signed contract must accompany ad copy. Artwork can be changed monthly, provided contract is paid in full.

• When change of artwork is not received by artwork closing date, publisher reserves right to print ad from previous issue.

• There are no refunds of advertising payments.

• Payment is due with signed contract and artwork by final closing date for each issue.

Publisher Indemnities: Publisher reserves the right to mark “advertisement” on copy that readers might confuse with editorial content and to refuse copy that offends good taste or takes unfair competitive advantage. No rebates made for errors in key numbers or for omissions or errors in Advertisers Index.

15601 Manor Rd, Monkton, MD 21111 410-771-4700 fax 410-771-8246 sales@manorview.com

www.manorview.com

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Classified Advertising

Classified ads are a great way to find new employees, announce business opportunities, or buy and sell equipment. Payment must accompany copy.

Number of Words

LCA NonMembers Members

Up to 200 words

$50

$125

Each additional 100 words thereafter

$25

$40

Advertising on the Web

Banner advertising is available to members only on the website.

Display Advertising Deadline Sept/Oct 2018 Issue: Monday, August 20, 2018

CHIEF MOUNTAIN FARMS, LLC

Providing Native & Wetland Plants to the Industry From Plugs to Containers We Grow It All Grasses · Sedges & Rushes · Perennials · Ground Covers · Shrubs · Trees · Vines 116 Chiefs Mountain Lane Port Deposit, MD 21904 Tel: 410-658-7331 * Toll-Free: 866-530-8902 Fax: 410-658-7333 info@chiefmountainfarms.com www.chiefmountainfarms.com

Babikow Since 1875

7838 Babikow Rd. Baltimore, MD 21237 Tel: 410.391.4200 Toll-Free: 800.835.7617 Fax: 410.574.7582 Email: Babikow@Babikow.com Web: www.Babikow.com