Sad but True 
Just as every company has a toxic employee, they also have at least one client that drives them up the wall.  The client’s knowledge of plants is sparse at best and they think their job is to to always get the most out of their vendors both dollarwise and workwise.  Yep, they drive you nuts.  "Why is this leaf yellow,  Barb?  I hate seeing yellow leaves.  How long before you are going to replace this plant?  Shouldn’t I be given a credit off my maintenance monthly bill?"   And, worst of all, is the fact that most of this questioning and complaining falls on your poor, dedicated technician.

Game Plan 
Just as no General goes into battle without a Battle Plan and  no coach lets his team take the field without a Game Plan, you  need one too.  The best time to form your plan is while you are small, new, or both.  Before you even have a difficult client.  First of all, understand that the contact person represents the real client.  This is the contact’s job and they are protecting their young. like a Mama Lion.  Ah, but what if you helped them do their job even better?  What if you helped them become the best, the most knowledgeable contact person in the whole world of Horticulture? 

Set Expectations
Inexperienced managers think that because they are paying monthly fees for service and replacements, there should never be a yellow leaf.  They aren’t ignorant, they just need education and experience. That’s where you come in.  Immediately after installation, walk with the client to view the job.  And, while you are walking, explain that the plants are the only  living thing in the office other than the people.  And, as a living entity, they are constantly growing and changing.  This means new, green leaves and this means old, yellow leaves.  It is a 24 hour continual process.  He should expect a fair number of yellow leaves and that is not a sign that you aren’t doing your job, but, rather that the plants are acclimating to their new home or growing.  Point to the ridges on a dracena cane.  "See these, you say?  That is where a leaf "used to be".  A sign of growth , that’s how they get taller."   Then look at the 16 foot tall Ficus trees.  Tell the client that "these trees need to acclimate.  Expect them to drop 50% of their leaves in the next few weeks and then they will start to fill out again.  The just need to adapt to their new home".  Two weeks later you return and as the two of you walk through the account, I bet the contact will tell you that the Ficus Trees are doing  "just great.  They only dropped 20% of their leaves not 50%".   So instead of getting an irate call that the trees had dropped (om’gosh) 20% of their leaves, instead you  are told that "you guys are doing a great job, they ‘ve only dropped 20% of their leaves".  See, it’s all about Expectations.

Replacement Time Frames
Often we shoot ourselves in the foot by promising unrealistic standards that the client would never have thought to ask for in the first place if we hadn’t mentioned it.  Example,  "We make replacements within 48 hours"  some say.  Why set the bar so high?   The client doesn’t have a fixed time frame in mind for replacements only the one yu give him.  Oh, it shouldn’t take a month but give yourself a reasonable goal.  Think of the stress, the pressure, don’t kill yourself or your techs.  Instead, let the client know that most replacements are made within XX days but every so often due to scarcity of the plant material or weather or the angle of the moon, it may be a few days later.  Reassure the client that when that occurs you will have someone put the empty container or the dying plant out of sight until the replacement can take place.  That way you have made your job so very much easier and have still have a happy client.
    
Blooming Plant Programs  
Once I tracked for a month the client calls my office received.  I was shocked to find that the majority were about their Bloomers.  "My mums are dead, my kalanchoe are crispy,  get out here right away."  Why all the calls?  Well, bloomers are colorful.  They catch attention.  Plus, they are usually positioned where everyone sees them and, most importantly, they are a high cost.  Guys,you had better have a Plan.

Does it have to be Real? 
I used to keep a couple of dozen "bloomer backups" in the warehouse.  They were dried Liatrice, purple, staged in styrofoam in 6" grow pots.  Then, when we discovered that the mums had whitefly we would install the dried material instead even for just 1 week.  Then, when the healthy mums came in,  we’d make the switch.  The client loved them.  To quote him,"They’re so unusual".  In fact, later that year he expressly requested we put them in again for a few weeks he liked them so much.  I loved it.  Happy client and lower costs.

You Get the Idea
By thinking ahead, remembering situations in the past, by educating, setting expectations and by letting the contact person know you see a big part of your job as making their job easier, their rough edges just might be smoothed.   And, if they are around for a time and if you are as well, you just might look back someday and see that you’ve become great partners and friends and they are one of your very best Clients.

Hey, don’t laugh, it could happen.