In Commercial Landscaping, the customer usually does not attend your Site Walk. They experience your service through communication. An Account Manager can identify every Issue and every Enhancement opportunity during a Site Walk, act on them perfectly, and still fall short if the customer does not clearly see the value being delivered.
This is the third post in a four part series on the core disciplines of Account Management: Capture, Coordinate, Communicate, and Control. If Capture is about identifying Issues and Enhancements during the Site Walk, and Coordinate is about executing on them, Communicate is how the Account Manager ensures the customer understands both the Issues being addressed and the Enhancements being created.
Communicate Issues before the customer sees them
In Commercial Landscaping, proactive communication is one of the strongest signals of professionalism. In most cases, an Account Manager should communicate each Issue identified during a Site Walk before the customer notices it. This includes what the Issue is, where it is located, and how it will be resolved.
Customers understand that Issues happen. What builds trust is seeing that the Account Manager is identifying and addressing Issues without being prompted.
Use Site Walk photos to communicate clearly
Photos captured during the Site Walk are the most effective way to communicate both Issues and Enhancement ideas. A photo shows the exact condition of the property, removes ambiguity, and provides confidence that the Account Manager is paying attention to detail. For Issues, it shows what needs to be corrected. For Enhancements, it helps the customer visualize the opportunity.
Explain why Issues and Enhancements matter
Strong communication goes beyond describing what was observed during the Site Walk. An Account Manager should explain why an Issue matters and why an Enhancement is valuable. This connects the work being done to outcomes the customer cares about, such as curb appeal, safety, or tenant experience.
For example, replacing plant material is not just maintenance. It is maintaining the appearance of a high visibility area.
Set expectations around Issues early
Effective communication in Commercial Landscaping starts before the first Issue is ever identified. Account Managers should clearly explain what the service covers, how Issues will be handled, and what the customer should expect in terms of timing and communication. When expectations are clear, conversations about Issues become easier and more productive.
Communicate Enhancements with intent
Enhancements are a key driver of growth in Commercial Landscaping, and how they are communicated matters. Rather than presenting isolated ideas from a Site Walk, Account Managers should group Enhancements in a way that creates visible impact. Focus on areas the customer sees most often and tie Enhancements to clear outcomes.
Timing is also important. Raise Enhancement ideas, be prepared in advance to respond when customers are predictably planning budgets or have remaining available funds t the end of the budget cycle.
Be consistent and specific
Consistency builds confidence. Account Managers should use a standard format when communicating Issues and Enhancements, so customers know where to find key information. At the same time, communication should reflect the specifics of the property and the Site Walk.
Referencing recent Issues, completed work, and new Enhancements shows attention and reinforces value.
Automate communication from the Site Walk
In many Commercial Landscaping organizations, communication is still assembled manually after the Site Walk. This is time consuming and increases the risk of errors. When communication is generated directly from Site Walk data, including photos, Issue tracking, and Enhancement notes, it becomes faster, more accurate, and more consistent.
In the final post in this series, we will focus on Control and how Account Managers manage their time and attention across all Site Walks, Issues, and Enhancements to ensure no account is neglected.