In Commercial Landscaping, a successful Site Walk does not end with identifying an Issue or spotting an Enhancement. Value is created when those Issues are resolved and Enhancements are executed. This is where coordination matters.
This post is the second 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, Coordinate is how the Account Manager ensures those Issues and Enhancements turn into completed work.
Make every Issue actionable
An Issue identified during a Site Walk must be clear enough for a crew to act on without confusion. Strong Account Managers in Commercial Landscaping document each Issue with a photo, precise location, and a simple description of what needs to be done. This reduces back and forth and increases the likelihood that the Issue is resolved correctly the first time.
Route each Issue to the right team
One of the most common breakdowns after a Site Walk is misrouted work. An Account Manager needs to know exactly where each Issue belongs and ensure it is assigned to the correct crew or service line immediately. When Issues are routed correctly the first time, resolution is faster and more consistent.
Follow every Issue through to completion
In Commercial Landscaping, assigning an Issue is only the first step. High performing Account Managers track each Issue until it is fully resolved. They confirm completion and ensure the quality meets expectations. When possible, they use photos to verify that the Issue has been addressed without requiring another Site Walk.
Balance urgency across Issues
Not every Issue identified during a Site Walk needs immediate action. A common best practice in Commercial Landscaping is to resolve most Issues on the next scheduled visit, with urgent Issues handled separately. This approach sets clear expectations and allows crews to work efficiently while still addressing what matters most.
Consistency is key. Customers should understand how Issues will be handled and trust that follow through will happen.
Qualify Enhancements before committing resources
Enhancements are a major source of growth, but they can also consume time if not managed carefully. Before involving design or estimating teams, an Account Manager should confirm that the customer has interest and potential budget for the Enhancement. This ensures that time is spent on Enhancements that are likely to move forward.
Prepare Enhancements for execution
Once an Enhancement moves forward, the goal is to execute it efficiently and correctly. Account Managers should provide clear details from the Site Walk, including photos, location, and context about what the customer wants to achieve. Well documented Enhancements lead to better proposals and smoother execution in the field.
Build strong internal alignment
Coordination in Commercial Landscaping is not just about process. It is also about people. Account Managers who build strong relationships with crews, operations teams, and designers are more effective at getting Issues resolved and Enhancements completed. They can align priorities, solve problems quickly, and keep work moving forward.
Use systems that connect Site Walk to execution
A significant portion of an Account Manager’s time can be lost moving information from a Site Walk into internal systems. Tools that connect Issue capture and Enhancement tracking directly to work assignment and status updates reduce this friction. This allows Account Managers to spend less time in the office and more time performing Site Walks and working with customers.
In the next post, we will focus on Communicate and how Account Managers ensure customers clearly see the value created through resolving Issues and delivering Enhancements.