Horticulture Week Business Award - Customer Service Excellence

Winner - Tendercare

Tendercare has developed a range of events and service offers, each designed for specific groups within its diverse client community that includes trade and retail customers, designers and landscapers.

The Middlesex-based nursery has expanded and diversified throughout its 30-year life and its client base is increasingly broad and varied. The business recognises that the needs of each customer type are different, from private clients looking for a special plant to liven up a shaded -border to landscape architects specifying mature trees for commercial projects.

Activities for private clients include workshops and outdoor cookery demonstrations, while professionals benefit from events that can contribute towards continuing professional development hours. The company’s student offer is particularly generous, with experienced staff providing talks, presentations and guided tours of nursery stock.

In addition to offering nursery-based activities, the company has also expanded its garden consultation service for private clients. With three main, clearly-defined services from which to chose, clients can select the one that best suits their needs. Should a garden be more complex or larger than the standard services accommodate, a bespoke consultation and design service is also provided.

Recognising the increasing requirement on developers to present landscape proposals as part of the planning process, Tendercare now offers a full suite of services for this market. Requirements range from advice and recommendations for street trees, specifying for complex planting situations such as podium or roof trees, through to the creation of masterplans and full specification documentation for hard and soft landscaping.

Events and services now include a wreath-making workshops, winter tree workshops for students, a personal shopper service, pruning workshops for retail clients, working with other horticultural specialists and trade bodies to extend professional services and site assessment visits followed by summary reports and inspirational visuals. An event in April 2019 featured a discussion on plant health ahead of the RHS Chelsea Flower Show’s Forestry Commission garden.

These ideas and others have led to an increase of 38% in customer retention, an 82% rise in social media engagement, 72% growth in sales from mobile application and a 39% increase in sales because of trade event days.

SEE ALL BUSINESS AWARDS 2019 WINNERS


Have you registered with us yet?

Register now to enjoy more articles and free email bulletins

Sign up now
Already registered?
Sign in

Read These Next

Careers in Horticulture: how the new gold-standard T level will inspire horticulture recruits

Careers in Horticulture: how the new gold-standard T level will inspire horticulture recruits

This year’s HW careers guide starts with Dr Steve Dowbiggin detailing latest efforts to attract younger people to working in horticulture as well as further action that still needs to be taken.

Horticulture Salary Survey: what do the past year’s job adverts tell us?

Horticulture Salary Survey: what do the past year’s job adverts tell us?

Horticulture has typically been seen as a low-paid job, but evidence from analysis of Horticulture Week job advertisements from across the industry portrays a different picture, Matthew Appleby reports.

Leptospermum

Leptospermum

These long-lasting pretty flowers add a splash of colour to borders in spring and summer, says Miranda Kimberley.



 

Horticulture Week

The latest developments concerning coronavirus for horticulture industry professionals involved in buying or selling garden products and plants or producing and participating in horticultural shows and events.
Follow us on:
  • Facebook
  • LinkedIn
  • Twitter
  • Google +
Horticulture Jobs
More Horticulture Jobs

Horticulture Week Top 100 Ornamentals nurseries

See our exclusive RANKING  of ornamentals nurseries by annual turnover  plus the  FULL REPORT AND ANALYSIS

Tim Edwards

Boningales Nursery chairman Tim Edwards on the business of ornamentals production
 

Read Tim Edwards

Pest & Disease Tracker bulletin 

The latest pest and disease alerts, how to treat them, plus EAMU updates, sent direct to your inbox.

Sign up here

Are you a landscape supplier?

Horticulture Week Landscape Project Leads

If so, you should be receiving our new service for Horticulture Week subscribers delivering landscape project leads from live, approved, planning applications across the UK.

Peter Seabrook

Inspiration and insight from travels around the horticultural world
 

Read more Peter Seabrook articles