The Emerald Coast Plantscapes Story
How A Bad Situation Led to Great Standards of Service
Kevin UrquhartOwner/Founder/Interior Plantscaping Expert
Kevin has practiced the art and service of interior plantscaping for 30 years. He has designed and installed thousands of interiorscapes for leading companies, organizations and numerous celebrities’ in Southern California. Kevin’s work has been published in… Architectural Digest – People Magazine – The Robb Report – Westlake Malibu Lifestyle Magazine – Ventura County Star – The Pacific Coast Business Times and appeared in movies and television. Celebrity Clients: Will Smith, Janet Jackson, Dr. Dre, Tommy Lee, Dr. Phil, Joe Walsh, Gary Sinise, Pamala Anderson, Nikki Sixx, Sean Penn, John Larroquette, Tiffani Thiessen, Heather Locklear, Cindy Crawford, Timothy Schmit, Kym and Jerry Douglas, Dave Thomas and others.
“We started this business 18 years ago because, like you, we appreciate and understand the need for great customer service.”
It is was that need for great customer service were it all began.
let me explain.
18 years ago I was working for another plant company designing and installing interior plantscapes.
It gives me tremendous satisfaction and pride to design and deliver beautiful interior plantscapes. Why?
Because when I see the smiles on everyone’s faces, and how dramality plants change the mood in the office I know we have made a positive difference for people.
However, I had a problem…
Working for that other company the problem I had was this:
to keep their new interior plantscapes beautiful the customers wanted to sign-up for the pant care service.
When they requested the service I cringed. I felt discouraged and embarrassed for the customer – Because there was a good chance they might not be happy with the plant service.
Frustrated because my hands were tied as far as company policies were concerned and the client was not getting what they deserved. Not to mention, my personal integrity was on the line.
This is when I decided to take matters into my own hands and start Emerald Coast Plantscapes.
To be fair, It’s True that many plant companies can install beautiful new Plantscapes.
And if you pay for service you expect or at least hope they stay looking great. Right?-Well,
What If the plant care people are inadequately trained, your beautiful plants are dying, and the company doesn’t respond to your issues?
“Can you Imagine how frustrated and disappointed you would feel?”
Now you don’t have to…
Thankfully, we now have more control over how our customers are treated and the quality of products and service they receive.
(In fact we are so confident you will love the plant service we offer a money back guarantee.)
Apparently, I have a knack for keeping plants attractive and healthy. As the company grew and we took on help it was of the utmost importance me to keep the quality of service top priority.
With that in mind I was, and am determined not to make the same mistakes I saw other plant companies making.
So, I started with the right people.
We only hire people that love caring for plants. Then we thoroughly train them before sending them on their own to a client’s account.
At first, I personally did all of the training myself with each new hire and I followed up with ongoing education and coaching.
It was going great but I knew I couldn’t do all the training forever.
So I thought…
“How can I train our plant care people to have that same “knack for plants” and deliver consistent, excellent plant maintenance?“
And Then it hit me. I had this brilliant idea to formalize my plant care process – And…
The 9-Step Plant Care System was born!
Now, every new hire (no matter how much experience they have) are taught The 9 Steps and trained in the field for several weeks under a senior plant care technician.
They are required to follow the 9-Steps on every account and every plant, every time.
Consistent quality plant service no matter who we send to care for your indoor plants and very happy customers!
I knew my mission for consistent plant care was a success when a large client had this to say…
Oh, And if I may brag a bit here. Most of our plant care technicians have several years of experience. On top of that…They are ALL really nice people that want to see you happy.
And I’m happy to announce that our employee turnover rate is far, far below the industry norms.
As for our customers?
Many that started with us over 18 years ago are with us today!
Clients regularly tell me how happy they are with their “Plant Person” For Example:
“Renzo is great! Everything looks so much better since he came to care for our office plants” Wendy L. Marks and Associates, Calabasas, CA
From comments like that it seems our customers really appreciate this attitude, knowledge and ability to deliver high performance beauty in the workplace.
I say this with gratitude and humility: It’s customers like Lori and Wendy that have made us one of Southern California’s leading interior plant service, maintenance and design companies. (See more reviews here)
However I want to give you the full picture. Despite the wonderful reviews, let’s be honest —Nobody’s perfect — If you want to see what I mean go to our “Oops! We Messed Up” page. This is were we share some of our blunders and how we respond to them.
If you think we might make a positive difference for you and your organization. contact us here.
Sincerely, Thank you,
P.S. Ask about special offers for first time clients. (you’ll be surprised)
P.P.S. Your satisfaction is secure: Our Plants, Service and Promises are backed…in writing.