Landscape Development

Redesigning The Landscape Of Customer Service

By Kay Wilthew

Innovation drives customer service concepts that can transform an industry. Landscape Development, a Southern California-based multidisciplinary landscape firm, elevates customer service to an entirely new level with their distinctive landscape design/build service that blends cutting-edge, cost-sensitive architectural design with traditional landscape construction services.

Landscape Development's 25-year evolution from modest landscaping service to a progressive, "one-stop" landscape and erosion control operation with annual sales of $100 million reflects a history of well-cultivated relationships. The company's corporate culture is strongly rooted in delivering consistently superior customer service, and stems from founder and CEO Gary Horton's education in Total Quality Management (TQM) while pursuing his MBA. Horton's philosophy of uncompromising excellence cascades down through all levels of the company, from upper management to the highly trained field technicians.

Landscape Development's integrated design/build process offers superb artistry and great value, with an "at or below budget" guarantee. (Photo courtesy of Landscape Development)

This emphasis on quality management at all levels has spurred the creation of the company's unique and revolutionary landscape design/build service. The theory behind the design/build process is simple: combine creativity in architectural design with accurate, real-time pricing to achieve a cost-sensitive design that maximizes the impact of the client's investment. Landscape Development provides detailed, transparent and guaranteed pricing for the entire project scope, identifying all installed costs down to the individual tree, irrigation head and bag of fertilizer.

The traditional, occasionally adversarial relationship that typically exists between the landscape architecture and construction disciplines is eliminated by this new, more client-oriented and integrated approach to landscape construction. The operational and financial advantages of the design/build concept are substantial. "Our home builder clientele is consistently impressed by the many efficiencies offered by the design/build approach," notes Ewan Parker, Bay Area Division President. When architect and construction teams are working in unison within the same company and share the same ultimate goal of total client satisfaction, the plan approval and cost control process is significantly streamlined. Costly change order requests are reduced or eliminated altogether. Busy clients benefit from the peace of mind that they are receiving a quality product at a fair price, completed on time and within budget, without the need for expensive last-minute plan revisions and delayed construction schedules.

The featured cabana area allows the homeowner to enjoy outstanding views or to pull the curtains closed and create a private intimate refuge. (Photo courtesy of Landscape Development)

CEO Horton possesses an infectious belief in the company that radiates out to all of Landscape Development's staff. The main reason behind the success of the company, in Horton's opinion, is the employees. Spend some time on the company website, www.landscapedevelopment.com, and the values and conviction shared by employees becomes evident. The company is infused with talented, highly educated and experienced people at every level. What really matters, reflects Horton, is the quality, intelligence, commitment and creativity of our people. "The thing that we're absolutely most proud of at Landscape Development is our staff. They're remarkable, and consistently remarkable."

The company proactively rewards consistently high performance throughout the company ranks. Field employees bear the responsibility of keeping the company's promises at the point of customer contact. By placing customer service as their highest priority, these front-line employees earn the opportunity to share in the highly innovative "Don Mario" reward program. This references a character in a company-written parable that is mandatory reading for all new hires. The story relays the life experience and learned traits of a Hispanic immigrant who builds his career on the principles of honesty, safety, customer service and hard work. His exemplary performance and commitment to his work and family serve as an example for all employees to improve not only their customers' experience, but the work experience of fellow employees as well. Those exhibiting high levels of regard for customers and co-workers are rewarded with "Don Mario" coins, which are exchanged for cash bonuses. Every field employee in the company is eligible for these incentives, and management has found this program to be an inspirational and effective motivator.

Landscape Development is aware of the prime importance of public image and first impressions. When livable outdoor space becomes an extension of a home's interior, the possibilities are endless. (Photo courtesy of Landscape Development)

The unique distinction elevating Landscape Development in the industry is also the leading reason the company remains committed and focused on the housing market: the culture they've developed is primarily geared toward home builder needs. "What I love about the home building industry is that your success is geared to how well you satisfy and thrill the client, how well you exceed their expectations," Horton states. The measure of success on a project must not be based only on the minimum requirements, but to reach an entirely different level of motivation in order to exceed expectations and turn customers into "raving fans." Judging from the impressive array of reputable client testimonials on the company's website, their customers believe Landscape Development is accomplishing that goal. And as their client base grows year after year, the company is now turning their attention northward, with the addition of their new Bay Area location.

By working closely with the builder's interior designer, Landscape Development is able to create a seamless flow between the interior and exterior experience. (Photo courtesy of Landscape Development)

The company's objective is aptly expressed by their corporate purpose statement: "At Landscape Development, we make our clients' lives easier, and bring them peace of mind." For Landscape Development, a company for whom the concept of excellent customer service is not just a catchphrase, but is indeed the very foundation of their corporate identity, they've grown in the only acceptable way: one raving fan at a time.

Landscape Development's Bay Area location is 7667 Longard Road in Livermore, CA 94551. Visit landscapedevelopment.com for their other locations, or call (925) 243-1970

April 2007 Builder Architect Edition Issue

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