JuneThe Landscape Show 2016

How to Develop and Grow Client Relationships

Panel Overview

Gillie Leaf

Gillie Leaf Garden Design

Joan Mulvenna

Garden Design Manchester

Marc Piechocki

I-Echo Landscape Design

Nicola Gammon

Shoot

Agenda

Gillie Leaf• About Gillie Leaf Garden Design – a young practice starting out

Joan Mulvenna• About Garden Design Manchester – a more established practice

Marc Piechocki• About I-Echo Ltd - a young practice starting out

Nicola Gammon• About Shoot • At Landscape• Host panel discussion - Lead generation, saving time, client relationship

development and branding

Questions & Close

About Gillie Leaf Garden Design

Gillie Leaf Garden Design is a small practice covering North London & Hertfordshire. After qualifying at Capel Manor Gillie is now a pre-registered member of the Society of Garden Designers & working towards full registration.

Her relatively young practice specialises in adding a wow factor to small & medium-sized gardens. Gillie’s highly personalised service is devoted to sharing her passion for her work & empowering her clients to take control of their outside space. Supreme effort and going the extra mile is Gillie’s mantra. And yes - Leaf really is her name!

About Garden Design Manchester

Joan Mulvenna has been gardening with a passion since 1994 and launched Garden Design Manchester in April 2009.

Working with trusted landscapers and gardeners her company provides a range of garden design services.

Joan’s design flair, excellent communication, eye for detail and project management skills have led to a number of awards including RHS Gold and Silver Medals and Best in Show category.

About I-Echo

Marc Piechocki Director and lead designer of I-Echo started out in the world of Garden design 15 years ago, having a talent for design but a yearning for the outdoors, Garden design combined the two perfectly.

Marc has been lead designer for a number of well-known designers over the years and has developed his knowledge, style and never dwindling enthusiasm for improving gardens.

Two years ago he launched his own company with a vision of creating a design practice, which was at the cutting edge of design.

Nicola Gammon, Shoot

Nicola Gammon is the founder of Shoot.

Shoot is the leading online garden management system for garden professionals and hobby gardeners.

With over 100,000 members in over 87 countries, Nicola has successfully fundraised £500,000 from her community.

The Shoot team has now grown to 6.

NEW REVENUE STREAM AND LEADS• New garden audit• Part of pre-sales pitch – remove objections• Business listing & Google rankings

SAVE TIME AND MONEY• Quickly plant research (21,000 + plants)• Create plant lists and new plant mood boards• Quickly create and share monthly care advice calendar

BRANDING AND CLIENT RETENTION• New branding on garden profiles and care emails• New real-time collaboration with clients and colleagues • Delight clients

PERSONALISED• Your plant list – we add any missing plants for you - your photos, notes,

correspondence, care notes and branding

Benefits of Shoot for Garden Designers

Meet us at Landscape – stand E1

Please come and say hello to the Shoot team.

Please ask for a demo or request one for later on at a time that suits you.

Visit https://calendly.com/shoot-gardening to select a date and time.

Please feel free to contact us at: shoot@shootgardening.co.uk

Panel discussion:How to develop and grow client relationships

1. New business leads and new revenue

streams

2. Save time and money pre-build

3. Save time at garden handover

4. Customer retention and

upsell

Business development cycle

5. Transfer garden

Garden planning and sign-off

Sign–offRetain valuable clients

End relationship and reduce ongoing support overhead

Build

1. New business leads and new revenue

streams

2. Save time and money pre-build

3. Save time at garden handover

4. Customer retention and

upsell

How does Shoot support business development

New garden audit service for £ fee

Part of pre-sale Business listing

Researching plants Creating planting lists Multi-plant add

Create client garden maintenance quickly

Monthly emails Delight customers

Your branding Sharing and collaboration Charge an annual £ fee

5. Transfer garden

Hand over at the end Charge one off £ fee

1. New business leads and new revenue

streams

2. Save time and money pre-build

3. Save time at garden handover

4. Customer retention and

upsell

Business development cycle – step 1

5. Transfer garden

1. New business leads and new revenue streams

Shoot garden audit product

Gillie undertook a garden audit, which was charged at an hourly rate, and then charged her clients £136.00 for creating their garden in Shoot.  That fee also covers the cost of Shoot.

The garden is now shared with Mark & Linda, allowing them to receive branded care emails on a monthly basis, as well as providing a very valuable platform for sharing new planting ideas for the garden.

Two new client referrals from the audit – so can be a worthwhile strategy for new business.

Generally Gillie says: “My clients just love it when I tell them about Shoot. Shoot is an extra nugget which gives me a unique selling point. It makes me different. Shoot is still a ‘best kept secret’.”

Shoot a part of the sales presentation

Joan

“During initial consultations with clients, I show a Shoot profile of a current client – and highlight the month by month maintenance guide.

This is invariably a huge selling point with clients who are experienced gardeners and with gardening novices.

A common fear is that their new garden will start beautiful but decline in time.”

Shoot a part of the sales presentation

Marc

“Shoot garden profiles help sell commercial and domestic development projects. We build Shoot into our initial offering to a client or developer and this then becomes part of our package. This is an added benefit to our very visual service and has proved a very good sales tool when it comes to securing a design project.”

Example: Peek Crescent - We used Shoot on this client project to finalise plant lists and provide in-depth descriptions of each plant. Shoot was key to get the plant lists signed off and progress to the planting stage.”

Business listing and Google rankings

Marc “Another of the many benefits of Shoot is the business listing which is ideally placed to reach our target audience. I replaced Houzz with Shoot.”

Joan “Relevant sites and links such as that from Shoot helps my Google rating too. Tip: Keep your business name simple for Google to find you. e.g. Garden Design Manchester”

1. New business leads and new revenue

streams

2. Save time and money pre-build

3. Save time at garden handover

4. Customer retention and

upsell

Business development cycle – step 2

5. Transfer garden

2. Save time and money pre-build

Saving time

Marc

“Shoot has the largest, most comprehensive list of plants. Any missing plants will be added for you so it is all you need for plant research.”

“I create design schemes in 3d with plant models which are representational of shape and form without being botanically accurate.

Shoot accompanies my design to let our clients have a better understanding of our proposed planting scheme.”

21,0000+ plants with expert and correct botanical information about plants at your finger tips

Saving time

Marc

“The ease of creating a visual presentation from a list and the simplicity for our clients to search and upload their favorite plants and communicate these to us.

Knowing what is being planted in their garden and receiving regular advise is very appealing to them and keeps them engaged.“

Saving time

Gillie

Re: Multi-plant add feature.

"It is worth a million dollars in saving me time” 

Saving time

Gillie

“The strong visuals from the Plant Database allow my clients to get a feel for their new garden straight away. 

Likes & dislikes can be easily addressed and the ‘Plants I Want’ section really livens up the discussion.  The client relationship runs so much more smoothly when they genuinely get involved.”

Joan

“I use Shoot’s ‘Plants I Have’ feature to agree a preliminary plant list and scheme with clients. Some clients are happy to leave the choice to me but many appreciate a sense of being involved in the process.

When I approach suppliers and, as often happens, substitutions prove necessary I can easily generate an updated plant list for clients to preview. To date no-one has quibbled about changes.”

Saving time

1. New business leads and new revenue

streams

2. Save time and money pre-build

3. Save time at garden handover

4. Customer retention and

upsell

Business development cycle – step 3

5. Transfer garden

3. Save time atGarden handover

Garden handover

Joan

“I find that the garden maintenance guides are invaluable.

During initial consultations I find many clients eyes light up when I show them guides for previous clients.

“That’s exactly what I need” is very a common response”

Garden handover

Gillie

“I can very quickly compile a tailor-made maintenance schedule by using Shoot as a data base. With my enthusiasm for the site my clients ask the question :-  Can I actually do this myself and maintain my new garden?  By creating lower maintenance planting plans they usually can!

By offering to set up their garden my clients feel they are left in a strong position to manage the garden thereafter. 

Allowing clients to take ownership of their garden is really important once the project is complete.”

Garden handover

Marc

“Keeping this enthusiasm and remembering our company is all about a good aftercare service and I think many will agree this is probably the most difficult part. We offer along side Shoot’s monthly garden advice (which is included in our design pack) a maintenance program of tiered packages so at least we can keep our gardens to the standard we leave them and build a maintenance revenue stream.

Shoot then becomes invaluable to enable our clients to communicate with our maintenance team and our maintenance team to our clients. As a designer we can then suggest plants and communicate these to everyone concerned.”

1. New business leads and new revenue

streams

2. Save time and money pre-build

3. Save time at garden handover

4. Customer retention and

upsell

Business development cycle – step 4

5. Transfer garden

4. Customer retention and upsell

Client retention – Shoot sharing gardens

Sponsor Shoot for valuable clients you wish to maintain a relationship with….

simply click ‘Share’ and enter email address of client.

OR transfer garden and allow clients to pay themselves directly.

Client retention – Shoot sharing gardens

Gillie

“Engages my clients in a way they haven't previously experienced. They want to know & learn more but require my assistance to create their garden.”

“I love that the monthly emails are now branded so I stay front of mind. Invaluable reminder of their garden designers influence when they receive the monthly care instructions with my logo.”

Example for Linda Goldberg with my logo on the garden profile, care advice and care emails.

Client retention – Shoot sharing gardens

Joan

“I offer a monthly, seasonal or annual review service – no garden is static; changes are inevitable.

By providing access to their garden on my Shoot account clients can keep me up-to-date with the progress of their garden and we can discuss tweaks or improvements.

I currently charge for the design work so I am only charging £36 a year for the Shoot service on top”

Maintenance service packages Marc

Maintenance packages with different levels of service e.g. standard and premium.

Shoot is bundled in as part of the premium service.

Keeping this enthusiasm and remembering our company is all about a good aftercare service.

1. New business leads and new revenue

streams

2. Save time and money pre-build

3. Save time at garden handover

4. Customer retention and

upsell

Business development cycle – step 5

5. Transfer garden

5. Transfer garden

Transfer ownership

1. New business leads and new revenue

streams

2. Save time and money pre-build

3. Save time at garden handover

4. Customer retention and

upsell

How does Shoot support business development

New garden audit service for £ fee

Part of pre-sale Business listing

Researching plants Creating planting lists Multi-plant add

Create client garden maintenance quickly

Monthly emails Delight customers

Your branding Sharing and collaboration Charge an annual £ fee

5. Transfer garden

Hand over at the end Charge one off £ fee

Thank you and questions