Many of you know that my dad was a landscaper, just like my grandfather.
As a boy, they often let me tag along for a day at work in the family business.
I'd be trimming lawns and clipping hedges, but my eyes were always fixed on the firm handshakes of my father and grandfather.
I watched as they tended to the relationships they shared with their clients.
A smile and a pat on the shoulder were as important as the weeding and fertilizing.
Friendship and respect, they said, were the most important foundations of any business relationship.
As Harvest continues to grow, we want to maintain the handshake relationships we share with our clients.
We also want to make sure that we hear from everyone, not just those we come into contact with.
It's for that reason that we are implementing a customer satisfaction survey
to measure the quality of our services and create a metric we can use to manage and improve on our deliverables.
This is a competitive marketplace and I want to make certain that Harvest always remains on top in terms of service, satisfaction and value to our clients.
Business studies have estimated that as many as 96 percent of unhappy customers don't complain.
Because people don't generally like the confrontation.
Or, perhaps they feel their concerns will be ignored.
But from a business standpoint, it's really important to hear from all customers -- those who appreciate your service, and those who are dissatisfied.
We have more than 400 employees out there working every day. In many ways we depend on you to help keep us informed about what we're doing well, and what could use improving.
The survey is our way of reaching those of you with whom we don't normally have contact.
It's also perhaps a more comfortable way to get an uncomfortable conversation started.
Of course, we're hoping to hear a little praise from our survey as well! Everyone likes to get a pat on the pack or an expression of thanks from time to time.
We want to hear from you one way or the other.
to reach our survey. And always, should you prefer to speak with me directly, you can always pick up the phone..