BCW Design
Client complaints are vitally important for your business

Written By Bruce Williams
July 2022
The importance of having a close relationship between the garden designer and the client

 “A customer is the most important visitor on our premises; he is not dependent on us.
We are dependent on him. He is not an interruption in our work. He is the purpose of it.
He is not an outsider in our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so.”
Mahatma Gandhi (Best Customer Experience Quotes 2021, 2021)

 The initial process of designing a new garden commences with an on-site visit where the designer meets the new client and familiarises themselves with the garden to be transformed. It is during this stage that the designer and the client form a relationship/partnership, and collaborate to achieve a satisfying outcome. Despite the best efforts and intentions of the business some clients will complain. Instead of reacting negatively to complaints, embrace this opportunity to learn from this valuable resource.
“Your most unhappy customers are your greatest source of learning.” Bill Gates

More than anything, customers want to feel heard. Actively listening to them develops a deep understanding of their complaint. You will build a stronger relationship with your client if you can show you genuinely care about their problems.

At bcwlandscape design we endevour to fulfill our clients needs with creative, cost effective designs. We pride ourselves on our customer service by following some fundamental values relating to the designer/client relationship to successfully deal with any issues or complaints that arise.

 If our client’s have a problem then it is also our problem. We want our client’s to feel that we are empathetic to their complaints and that we are partners in solving it.

 Client communication is paramount to establishing and maintaining trust between the client and the business. We encourage open client communication to limit misunderstandings, create greater client satisfaction, deal with complaints promptly before they escalate and ensure clients are more likely to recommend our business to others.

An important part of the designer/client partnership is not being afraid to apologise for a mistake. Many clients are simply looking for an apology and acknowledgment of their complaint. Ensure to follow through with a promise to help resolve the complaint. (11 keys to outstanding customer service, 2022).

At the completion of the job we email our clients a customer survey document. This is an opportunity to efficiently collate feedback, opinions and responses to improve and grow our business moving forward.

In text references:
Anon, 2021. Best Customer Experience Quotes 2021. [online] Premier Contact Point. Available at: <https://premiercontactpoint.com/customer-experience-quotes/> [Accessed 1 Feb. 2022]. 
Anon, 2022. What is the difference between customer and client?. [online] Collins Dictionary. Available at: <https://grammar.collinsdictionary.com/english-usage/what-is-the-difference-between-customer-and-client> [Accessed 1 Feb. 2022]. 
Anon, 2022. 11 keys to outstanding customer service. [online] Lawn & Landscape. Available at: <https://www.lawnandlandscape.com/article/ll-112917-11-keys-to-outstanding-customer-service/> [Accessed 2 Feb. 2022].