We have a Janitorial service at our office.  Every afternoon around 5 o’clock a guy comes in, empties our trash and then returns after 5 to vacuum.  Each evening he asks "how we are" and wishes us a "good evening".  The exchange takes all of 2 minutes.

Is this considered Customer Service?
I think about him often.  I equate his visits with that of our hort technicians.  He’s there for just a minute, exchanges pleasantries, and does his job.  The question is, "Does this brief encounter impact whether or not we’d switch to another less costly service?"  I think not.  The brief exchange might be seen by the interiorscape company as establishing a relationship, the client does not.  No great bond is established.

There has to be something more
We interiorscape companies have to differentiate ourselves from others providing the same service.  What could the cleaning service do along these lines?  Well, in our particular office situation our building is one of four buildings housing over 100 tenants-everything from a driving school to lawyers to TOPsiders.  Every month the property management company hosts a "Lunch and Learn".  People who work in the buildings show up at a small auditorium at noon with a sack lunch and listen to someone (usually another tenant) speak about something of interest.  Example, the massage center talks about stress reduction.  It’s good for the attendees, good for the massage center, and is a positive thing for the property management company.

What could the Janitorial service do?
What if they gave a presentation on how to clean your home faster and better with lots of "secret" tips?  What if they gave away 2 or 3 cleaning kits as a door prize?  Would their client (the property management company) appreciate this additional service?  Sure would be a good thing when the contract renewal time came around.

How about the interiorscape company?
What if you were to give a presentation in the Fall on "Bulbs, what to plant and how to plant them?"  "Holiday for the home" is another good topic.  Or how ’bout 45 minutes on which tropical plants do well in the home and some basic care tips?  And, don’t forget to give away  or raffle off a few plants or bulbs.  You could even offer a free consultation for their offices and a coupon good for 10% off the initial installation (not the maintenance).  You will have endeared yourself to the Property Manager, differentiated your company from the rest of the pack, and, possibly, even picked up a small office job in a building you are already servicing.

Spread the word
A couple of weeks prior to the presentation, make sure to post flyers on lobby bulletin boards, on the glass doors both front and back, and, even, go door to door the day before or morning of the presentation.  Now, that’s what I call thinking strategically.  Interaction far more meaningful than a quick , "How are you-have a good evening" exchange.  Definitely food for thought.