Consultation, Commitment and Guarantee
We will initiate each long-term engagement with a visit by our Horticultural Director to the property to be serviced. This normally lasts for at least 90 minutes (depending upon the size of the grounds to be cared for) and enables us to fully understand the work required. We also insist that you have the opportunity to ask questions and become confident in the quality service you will receive.
Prior to the meeting we will have a preliminary understanding of your property and its underlying geology. After an initial discussion with you, we will undertake:
- A thorough site appraisal and risk assessment;
- A soil analysis to consider drainage, prevailing soil type and acidity level;
- A review of any micro-climates (e.g. a frost pocket or rain-shadow); and
- A vegetation survey to photograph and document the principal flora to be maintained.*
* Lancewood will maintain a record of your principal flora. These notes will include any issue of which we need to be mindful allowing the Associate(s) to plan and deliver solutions for any existing or future concern.
Consequently, each consultation visit needs to be undertaken during daylight hours.
We shall then review your particular requirements – such as a shrub that should not be touched and any preference for organic grounds management – and collaborate with you to agree exactly the services you require us to provide. This will establish the proposed contract between us, the Client Service Order, detailing:
- the work to be done;
- the frequency and/or day of the week you wish us to attend;
- the duration of our engagement; and
- the number of Associate hours required at each appointment.
Our conversation will extend to include negotiation of the personalised fee for the work you require and a scheduled payment programme when appropriate.
The contract between us will then be finalised and your dedicated Lancewood Associate(s) will arrive at the same time every week or as frequently as you require for the duration of our engagement by you.
Complete Client Commitment
Total client satisfaction is the core value of our Company. At every opportunity we seek to provide you with the highest levels of service and satisfaction. This is most true with our team of talented horticulturists but extends to include Lancewood’s equally approachable and informed office team.
We guarantee to:
- get to know our clients, recognise them as individuals and seek to anticipate their needs;
- treat clients as insiders and regard them as valued partners;
- communicate regularly with clients and welcome their feedback;
- have a team of experienced, service orientated staff and reward their efforts with recognition and appreciation;
- undertake the contracted work to the very best of our abilities;
- empower our Associates to do the right thing for our clients; and
- provide complimentary services to long-term clients.
Satisfaction Guarantee
Lancewood wants each client to share our 100% confidence in our abilities.
Engaging anyone to take care of your garden should be a long term commitment to enable an ongoing programme of effective plant maintenance. In order to justify this loyalty, Lancewood believes that you deserve an equal level of dedication from us.
Each Lancewood client therefore benefits from a simple quality assurance guarantee:
If in any way, during the period you engage the services of Lancewood, you are not completely satisfied with the quality of our work then our Horticultural Director will meet with you at your earliest convenience to discuss and rectify your concerns wherever possible. If you subsequently feel that our service continues to fall below that which you reasonably expect we guarantee to refund, in full, all un-earned funds received and waive further payment for the duration of our engagement.
Lancewood will give your plants the very best care but some pests/diseases are unavoidable however much we work to ensure their prevention. The capability of the plants themselves is therefore the only caveat to this assurance.
Arrange a free consultation
To arrange your preliminary gratis consultation please contact Sarah and our client service team based in Guildford on 01483 38 53 53. All we ask is for 90 minutes of your time during daylight hours so that we can properly understand your grounds and establish everything you need us to do.