harnessing technology to power emergency preparedness & … · 2020. 3. 19. · reduce outgoing...

© 2020 Real Green Systems.

Harnessing Technology to Power Emergency Preparedness & Business Continuity


Today’s panelistsBill NunanReal Green SystemsPresident & CEO

Beth BerryReal Green SystemsVP Business Development

Brian WareckReal Green SystemsSales Manager

Kendall HinesLawnbotFounder & CEO

Chris HuntsmanSlingshotCo-Founder


Bill NunanReal Green SystemsPresident & CEO


Real Green has served the

needs of the green industry

through many weather and

other significant events


Phase 1: Initiation

! Identify key members of your leadership team to create Business Continuity Plan

! Create Slack online communication channel or group text

! Assign leaders for key activities

! Schedule on-going communication for employees and customers


Phase 2: Business Impact Analysis (BIA)

! BIA is a systematic process of gathering and analyzing information about critical business functions to determine the most important elements of your business with the greatest risk potential

! Immediate health and wellness of employees Create plan for ensuring ill employees do not come into the workplace

! Provide employees with recommended local resources for wellness

! Identify aspects of the business that can be produced by employees remotely Social distancing is the best course of action for your business and community

! Identify gaps for cross training critical business functions

! Cashflow analysis

! Insurance review


Phase 3: Identify gaps for cross training critical business functions

! Payroll approval and processing

! Accounts payable

! Accounts receivable / credit card reconciliation

! Adequate licensed management

! Spill hazard first response managers

! Building security

! Dock delivery approvals/ pallet jack operation

! Inventory controls


Phase 4: Execution


The Green Industry Elevator Pitch

! Lawn Care is the original social distant industry. Interactions with homeowners are historically low and further precautions can be instituted to eliminate face to face contact

! Spring is the most critical time of the year for important pre-emergent crabgrass control – service continuity is crucial

! Although recession pressures exist, the single largest asset most Americans possess is their home. Protecting curb appeal and landscape is paramount

! Licensed pesticide applicators are considered essential businesses in new congressional bills


Consumers are reluctant to go

to big box for mulch (if open)

but will be spending time in

their lawn. Consider adding

mulch delivery as a service line.


To Knock or Not to Knock

A long-standing best practice has been to knock on a

customer’s door.

During this unique time period, the general consensus

is to either refrain from knocking on doors to announce

service, OR to knock on the door and then step off the

porch at least ten feet.


Service Delivery Reminder

Early responses from leading lawn care operators

suggest that although exponentially more consumers

are at home, fewer are answering the door – BUT they

are peering out windows to carefully observe lawn

treatment.

Technicians should be hyper aware of time spent on

property and attention to detail.


Prudent Financial Planning! From Jeffrey Scott, Green Industry Consultant:

! Do a couple of “What if” scenarios for re-forecasting your business. If revenue dropped let’s say 20%, and if it dropped 40%, what would you have to do?

! Reduce outgoing cashflow on non-essentials. This includes OT where prudent, and other expenses, and other projects and investments

! Start tracking 'free cash flow’ with the goal of it being positive each week. This is an excellent practice and will help you steer through the next few months

! If you have been carrying C players (let alone D players) because of the economic boom, consider pruning back to the high performers. You may not need them especially in install work, so make that move now. Some salary people may have to work in the field.

! Measure sales weekly and monthly; track your pipeline and your ‘leading’ indicators aggressively. If you have been a "hand shake" business developer, then it's time to change up your networking strategies.

! Reduce non-performing or experimental marketing, and just spend on the highest ROI marketing

! The most valuable businesses will also be the most resilient - strong balance sheets, recurring services, high profit (EBITDA) are good places to be this Spring. What can you do to get yourself there?


Immediate Considerations

! Suspend collection phone calls for 14 days until heightened media subsides

! Continue past due statements

! Consider extending credit terms

! Use “Code Red” status service calls for customers who express concerns, exclude code red from upsell campaigns

! Shift the message for every interaction


Customer Communication Strategy! Real Green has created two timely AMA communication

campaigns: one for companies continuing to knock doors, one for companies who have suspended knocking doors

! Review and provide technicians with copies of NALP (National Association of Landscape Professionals) and NPMA (National Pest Management Association) letters to congress asserting “Essential Business” nature of industry and the services we are providing homeowners


NALP Notice to Congress 3/17/2020


NPMA Notice to Congress 3/16/2020


Lawn Care and Recessions – A Brief History

Lawn Care has endured recession conditions and weathered the storm quite well. Facts:! Homeowners do not travel as often and spend more time at their homes – “staycations”! Homeowners may buy less from lawn care companies, but typically do not cease lawn

care as they wish to protect their investment! Homeowners now seek “the membership economy” for predictable budgeting;

Service Assistant offers this option! Homeowners understand Real Estate 101: protect and enhance your most valuable asset

your home, lawn and landscape! Tough times do not last; tough people do! The United States is ”mostly” self-sufficient for fertilizer raw materials but does rely on China

and India for pesticide active ingredients


Retention TacticsCreate Customer Service and Sales Role Play Scenarios:

! I’m canceling because I fear layoff or recession

! I’m canceling because I fear myself or family could become sick

! I’m canceling because I’m more sensitive to creating a healthful environment and don’t wish to introduce additional chemicals

! I’m canceling because I just don’t think it’s something we need right now

! I’m canceling because with the early warm temperatures and rain, the lawn looks good already this spring

! I’m canceling because I’m planning on selling our house


The War on Cancels

! Identify your “Cancel Czar”

! Create an escalation process for cancels that cannot be saved by the first line Customer Service Rep – hot transfer to manager or Czar

! Consider reasonable accommodations to save the customer after recovery efforts fail:

! Budget Billing

! Reduced Services – Value Program

! Front and Sides Only

! Rollback Price

! Lawn Stimulus Discount

! Offer free first mosquito service/flea and tick/grub preventative


Critical Data Tracking in Service Assistant

In order to quantify the potential impact of retention and lost revenue, as well as provide easy access for targeted AMA and re-sell campaigns, we recommend the following Service Assistant tracking codes:

! Cancel Code – COVID19

! Hold Code – COVID19

! Skip Code – COVID19

! Collection Status – COVID19

! Adjustment Code – COVID19

! Call Log Outcome – COVID19


There’s never been a better time to introduce these important customer-centric practices

1. Paperless Communication is environmentally responsible and reduces contact

2. Budget Billing provides affordable and predictable customer billing plans, improving retention and cash flow


From chaos comes opportunity – a new service line?

http://npic.orst.edu/factsheets/antimicrobials.pdf

https://www.ecolab.com/offerings/all-purpose-cleaning/a-456-ii-disinfectant-qc?industry=Buildings+and+Facilities&market=Commercial+Buildings&application=Facility+Cleaning&solution=Janitorial+Solutions

http://npic.orst.edu/factsheets/antimicrobials.pdf

https://www.ecolab.com/offerings/all-purpose-cleaning/a-456-ii-disinfectant-qc?industry=Buildings+and+Facilities&market=Commercial+Buildings&application=Facility+Cleaning&solution=Janitorial+Solutions


Your trusted partners for the futureExpert Perspectives – You can count on your partners at Real Green to aggregate and share industry best practices and technology solutions.

Service Options – Just as we suggest your company offer the “best fit” programs for your customers, we want to be sure you have 1:1 Guidance – In turbulent times, we all rely on our friends and trusted advisors.

The Real Green team is ready and well-equipped to help you evaluate the best technology solutions to ensure continuity for your business.


Brian WareckReal Green SystemsSales Manager


Please contact Real Green

! We offer a completely mobile operational ecosystem to help

minimize physical customer contact – keeping you, your staff and

your customers safer during this current health emergency

! Call 1-800-422-7478 and select option 2


Kendall HinesLawnbotFounder & CEO


See a demo here:https://youtu.be/Vxc-G-3b8vo

https://youtu.be/Vxc-G-3b8vo


Chris HuntsmanSlingshotCo-Founder


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Lawn and Pest Experts

24/7 Sales Team

Multi-Channel Contact Center

1 Million+ Customer Interactions

$50M+ Sales

© 2020 Real Green Systems. © 2020 Real Green Systems.

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Please contact Real Green

! We offer a completely mobile operational ecosystem to help

minimize physical customer contact – keeping you, your staff and

your customers safer during this current health emergency

! Call 1-800-422-7478 and select option 2

Thank you.

harnessing technology to power emergency preparedness & … · 2020. 3. 19. · reduce outgoing...

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