My gardener has not only won my business, but my friendship. It surprises me, because I thought we were from different worlds. Instead, over the past year, he has taught me many valuable lessons about doing business and about relationships.
1) Making a Good First Impression is About Being Sensitive to Your Customers' Needs and Developing Trust:
Ernesto was the gardener for the home next door and the one across the street, yet we had never spoken until I took a walk with my new collie puppy. He was wielding an ear-deafening blower and my dog shrank away from him as we passed. Ernesto turned off the blower, set it down, crouched down, and called my dog to him. He petted him, smiled at me, and called my dog "Lassie". In that instant, a connection was made not only between Ernesto and my dog, but between the two of us. I was in between gardeners, and I needed one my dog wouldn't be afraid of. I hired him on the spot.
2) Communication is About Understanding, not Language
It is true that Ernesto speaks very little English and understands not much more, and that my Spanish is based on my world of classroom teacher, not gardening. But we somehow manage to hold conversations about rather complex topics, such as why I need a new sprinkler valve or what schedule the timer is on, and whether or not he should prune back the roses so they will be "more beautiful" in the spring, and the best type of grass seed for my lawn. He relies on eye contact, pantomime, and lots of "I show you", and somehow, as I listen, my Spanish elevates to a level where I'm not translating in my head but actually comprehending.
3) Don't Judge People. Period.
Ernesto drives a beat up 20-year-old pickup, speaks very limited English, and is a gardener who thinks nothing of killing a gopher, picking it up and tossing it in the trash and then shaking my hand!
But he knows the LATIN words for my privet hedge (Ligustrum) and plays the guitar professionally on the weekends at various clubs all over the county. He also likes my dog.
4) Small Extras Cement a Relationship.
Ernesto usually gardens for me on Saturday, unless he is playing the guitar at a club, in which case he comes on Thursday. Regardless, he knows my day for trash pick up is Friday, so he always comes on Thursday to take to the curb not only the grass clippings from Saturday but also my household trash and recycling cans.
5) Be Clear in Your Agreements.
Ernesto explains (see #2) any extra work he feels my garden needs, and whether or not he will do it a little bit each week ("despues y despues y despues, entiendes?") or if it will cost "extra" and also, if that will be his hourly rate or a contract flat price. If he purchases an item, he provides the receipt. He is a gardener, but he is a professional.
6) Take Pride in Your Work.
Ernesto is the first one to beam with happiness when my lawn is green, my beds mulched and my sprinklers working properly. He smiles and tells me "I am intelligent", and I agree.
