1) What system do you have to protect your clients?

We use a Client Experience & Project Control System built on three things:

• Defined phases + milestones (Discovery → Design → Proposal → Pre-Con → Build → Closeout) so the client always knows where they are in the process.

• Written standards (SOPs + checklists) for every handoff and major step: site measure, design review, procurement, scheduling, install day, punch list, final walkthrough.

• Single source of truth: a shared project hub (proposal + plan set + selections + schedule targets + change orders + photo updates), so nothing lives in someone’s head or inbox.

That system prevents surprises, protects budget/scope, and keeps communication consistent.

2) How do you make sure clients know what to expect, even when you’re unavailable?

We set expectations before the project starts, and we reinforce them throughout:

• “What to Expect” onboarding: a short, clear overview that covers timeline ranges, site readiness, weather impacts, work hours, access, pets/kids, noise, material staging, and how decisions get made.

• Weekly touchpoints (even if work isn’t happening that week): status, next steps, decisions needed, and what’s coming on site.

• Decision deadlines for selections (plants/materials/lighting) so the schedule doesn’t drift.

• Change Order rules: if it changes scope, it changes price/time—documented and approved in writing.

Clients feel calm when they can predict the next step.

3) What message or tool ensures clients feel taken care of when you’re not the person responding?

Two layers:

A) The “Client Coverage” message (sent automatically when needed)

Example of what our clients receive:

• “Thanks for reaching out — you’re taken care of. If this is urgent (site access, safety, irrigation leak), reply ‘URGENT’ or call this number. Otherwise, you’ll hear back by [time window] from [name/role] who has full access to your project file.”

B) The Team Coverage Map

Clients are never reliant on one person:

• Primary Contact (day-to-day)

• Backup Contact (always assigned)

• Production Lead (field execution)

• Design Lead (design intent & selections)

So if I’m in a meeting or on a job site, the client still gets a confident answer from someone who’s fully informed.

4) What is your pre-set plan to keep the client experience consistent?

We run a “same outcome every time” plan:

 

• Client Experience Playbook: tone, response times, update cadence, and “how we communicate” standards.

• Internal pre-construction checklist: utilities marked, access confirmed, materials verified, crew briefed, design intent reviewed, protection plan for lawns/driveways/foundation, and staging plan.

• Daily field documentation: progress photos + notes logged to the project hub.

• Quality gates: install inspection + punch list + final walkthrough with clear closeout steps.

• Post-project follow-up: care instructions, warranty notes, and a 30-day check-in for living materials.