Core Values Demonstrated with a Smile

Smart New Uniforms Bring a Smile

At Planteria Group we are proud of our core values and our big smiles which drive our approach to providing you with reliable quality service and the most stunning planting & floristry services you’ll find in the UK. We believe that with great values comes great service.

As a family-run business for the past 40 years we hold our values close to our hearts, and believe that this is one (very important) thing that makes us stand above other companies out there. Our values embody our personality and our dedication to service whilst shaping every aspect of our business to ensure we always give our best.

 

Outlined below are our principle values:

– Integrity

– Dedicated to Care

– Always Smart

– Committed to Excellence

– Relentless to Improve

 

Integrity – Our business was founded on integrity from day one and we continue to do what is right, acting responsibly and always following through on our commitments. We are honest and hard-working and will always work to achieve the high standards you have come to expect.

Dedicated to Care – we are in the business of nurturing and nothing feels better than the sense of achievement that comes with a job well done. There’s nothing we can’t handle and we thrive on attention to detail from the initial consultation through to the design process, planting and after-care maintenance. Nurturing plants, flowers and clients since 1977 – that’s something we are quite proud to announce!

Always Smart – Image isn’t everything but it is a big part of good business and it goes a long way in promoting loyalty & professionalism. Whether you visit us at our head office or if you use our services and view the results you will find us smart, tidy, professional and efficient.

Committed to Excellence – Anything less is not an option. We won’t settle for second-best and nor should you. We believe a job is only worth doing if it is done properly and professionally. All of our staff receive rigorous training and everyone at Planteria Group is an expert in their own field giving you the best possible experience.

Relentless to Improve – We are constantly challenging our designers and pushing boundaries above and beyond industry standards, driving innovation, design and execution of our services. We continue to explore and innovate using new concepts and technologies bringing you the best possible results.

Whether you’re a new client or an existing client (or perhaps a future client) we are confident that you will love our services and the benefits they bring to your business.

If you’d like further information about what we can do for your business or workspace, please contact us or request a FREE QUOTE online.

Planteria Group provides stunning planting & floristry for businesses & offices since 1977. Not only attractive to the eyes but other health benefits of greening your space include cleaner air, increased productivity & creativity as well as reducing stress & sickness creating an overall happier place to be. Interior & Exterior planting & flower designs available.

In Safe Hands Across The UK

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Proud to be a national provider of corporate planting and floristry services

We often tell our clients that we are a National Provider and we do so with some pride, but why does that matter, who does it matter to and what does it really mean?

We are currently 65 staff strong including a team of 31 technicians and florists covering 1700 client sites for both planting and floristry services. We cover the whole of the UK which currently means Dundee to Exeter, though we’ll happily go further.

Our technicians are directly employed by us, they are not contractors. We see this as important to providing the very best service and accountability to our clients. Our team receive full in-house training working to the Planteria standard.

We have long lasting relationships with our technicians who are part of the Planteria family. Many of our technicians hold long service awards with Planteria, for more than five years continuous employment, and the majority have impressive knowledge of, and experience in the horticulture industry. One has even published a book on the subject.

Our technicians are the face of Planteria Group and we know that they, in turn, build lasting relationships with our clients who sing their praises, some have also won industry recognised awards for their work. Furthermore, our team are incentivised on a customer feedback score. We use a tried and tested scoring system, the Net Promoter Score -read more about it here NPS and customer service.

Many of our clients have multiple sites. For them, having one provider for plants and plant maintenance is a sensible move. The benefits include having one point of contact and having one invoice if required. We provide them with a client web portal to view visits to all sites in one place. They also get consistent maintenance and consistent plant designs and styles, if that is something that is important to them. We take the time to understand our clients, who conversely could have a completely different requirement for corporate planting and floristry at each location and need a bespoke approach. Consolidation of contracts eases admin, simplifies life and creates cost savings.

To mention just a few examples, we are currently serving 57 locations for a well-known brewery, 12 locations for a luxury hotel chain, 66 client locations for a leading Facilities Management Company and 25 buildings for a property management company with our services for plants and flowers.

What can we do for you? – Please get in touch with us for a free quotation or when you are next putting your contract out to tender.

Contact us today.

NPS & The Importance of Customer Service

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‘Our customers are at the heart of all we do. We enjoy the feel good factor and sense of achievement in a job well done and we like to think there is no circumstance that we cannot handle.’

‘Nurturing is natural to us: plants, flowers, clients. It’s all in the attention to detail. This is why people who choose Planteria, stay with Planteria.’

This is reflected not only in our core values but also in the care we offer to all of our clients no matter how large or small, new or old. We always strive to go above and beyond what is expected and we’re so committed to excellence that we select a number of clients each week and ask directly for feedback.

At Planteria, we measure our performance using a simple, non-biased survey to measure customer satisfaction and also understand whether our clients like us enough to recommend us to others. This is pretty powerful stuff.

Our customer satisfaction is measured with something called Net Promoter Score®, or NPS® for short.

NPS measures customer experience and also reveals how likely our clients are to suggest our services to others. This proven metric provides the core measurement for customer experience and the surveys are not only straightforward, they are also easy to understand and complete without taking too much time from our clients.

The most important question asked is: “How likely is it that you would recommend our company’s product and services to a friend or colleague?”

In other words, the question asks what is the likelihood of promotion? As such, the question not only gives an indication of customer satisfaction with the brand, but also the level of customer loyalty.

Respondents answer by choosing a number from 0-10, with 10 being the most likely to recommend.

Depending on the score our customers give, they are then classified as promoters (score 9-10), passives (score 7-8) and detractors (score 0-6).

The scores from all customers are then aggregated into one single number, which is our overall Net Promoter Score. Here’s the formula for calculating the NPS score:

NPS = (% of Promoters) – (% of Detractors)

NPS score can range from -100—if all customers are Detractors—to 100—if all customers are Promoters.

So why do we care about this so much? According to npsbenchmarks.com, the key benefits of NPS are:

· NPS scores can be used as a predictor of future customer actions

· Higher response rate due to the simplicity of the survey

· Ease of use – NPS practitioners can conduct the survey via various channels – phone, SMS, or Web.

· Quick follow-up – NPS practitioners can quickly share the customer feedback with frontline employees or managers, who can follow up with detractors and address their concerns. LEGO®, for example, address low NPS feedback in as little as 24 minutes.

At Planteria Group, our current NPS Score is 65 and we are proud to be in the top percentage of companies with strong customer loyalty. (Update: as of September 2017 our latest NPS score was an impressive 91).

For comparison, below is a snapshot of NPS scores from other companies you may be familiar with. Planteria Group rank exceptionally well by comparison. (Below data correct at time of publishing.)And for comparison by industry, it’s nice to see that we are well above the various averages shown below:(Above data correct at time of publishing July 2017)

Although our NPS scores are incredibly valuable, perhaps the most valuable aspect of the NPS surveys is the written feedback we receive from our clients. It’s hugely beneficial and rewarding to see the positive feedback and if ever there is a problem or a comment that strikes us as needing attention we can quickly respond.

Planteria Group are committed to excellence. Anything less is not an option. We believe a job is only worth doing if it’s done properly. We employ rigorous training and procedures to ensure everyone at Planteria is an expert in their field. This culture of excellence ensures our clients are consistently satisfied.

In addition to our commitment to excellence, we are also relentless to improve. We love to challenge the status quo and constantly push the boundaries of industry standards. We explore and innovate to discover new concepts, and diligently fight the resistance to change. This forward-looking, enthusiastic approach keeps us ahead of the game.

Image credits: all visual charts shown come from npsbenchmarks.com

Planteria’s Superhero

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We have a fantastic team of technicians at Planteria, who deliver and maintain plants and flowers for our clients. But there is a special role that one man has… Tom Evans our ‘superhero’ dons his cape whenever there is a cry for help.

Tom has his own regular clients, who he visits for routine maintenance of their plants and flowers but, should there ever be an issue requiring a non-routine solution, it’s Tom who is sent to save the day!

Thankfully, Tom only needs to be a part-time superhero, but there are occasions when a plant fails, or an installation needs rescuing. We talked to Tom to find out more about his role and how fulfilling it is helping us to keep our clients happy.

 

Q: Tell us a little about yourself?

A: I have now been with Planteria for over 10 years. It’s been a rewarding experience from day one. The old greenhouses at Chigwell were great for me (having been brought up in a flower shop as a child) but the new greenhouses at Henham are truly fantastic.

 

Q: As a fully trained and experienced florist and plant technician you’re capable of dealing with anything the job throws at you, what do you enjoy about the role?

A: Working with nature every day for me is fulfilling and I do enjoy solving problems for our clients. It’s a great opportunity to get to know the client, understand their issues and put things right. As the trouble-shooter I get to meet so many more customers than I did before I took on the role. I like to resolve issues fast.

 

Q: You travel around London all the time, do you have any memorable moments?

A: I certainly see some interesting people driving around London every day. The most memorable were David Cameron jogging one morning in Mayfair, and being introduced to Yoko Ono (of The Beatles fame) at the Jet Centre as she was about to fly out of London.

 

Q: With customer service a key focus for Planteria, we aim to provide solutions to all queries as soon as practically possible. How does this affect you, and your day?

A: It’s been interesting to see how technology has helped improve everything for me in this regard. Communication at Planteria through the use of smart phones and the Protean system has been a game changer, we can deal with issues quickly and make our clients happy.

 

Q: What is the funniest thing that’s ever happened to you in your role at Planteria?

A: Early one morning I was busy tending plants in an empty office room. Behind me I could hear an employee enter and strike up a conversation.

Client: Hi! How are you this morning?

Me: Great thanks. How was your weekend?

Client: I had a brilliant weekend thanks. We had a barbecue….blah blah

After a brief outline of their weekend and a few encouraging comments from me about the weather the conversation began making less and less sense. I turned around only to realise the client was on the phone to someone else! We were both in stitches after they hung up.

NPS score still on the up!

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Our Net Promoter Score system (NPS) tracks the level of satisfied clients by asking them the vital question (“how likely are you to recommend us?”). We are very excited about our progress over the last year and are pleased to show you this graph showing the results of all our training and effort in striving for the ultimate customer service. Many thanks to all of you who contribute to this – we love to hear your feedback, whether it be positive or negative – as it allows us to be true to our core values and continue to improve.

Instant Transparent Reporting – a Win-Win Solution for Our Clients and Us!

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Planteria implemented an ‘Open Reporting’ Software tool – providing instant, transparent access about our service visits. This is a ‘must have’ for Facilities Managers with multi-site responsibilities.

Lindsey Anderson, from the Service Management team explains more about our reporting tool, the benefits for our clients and its impact on our business processes.

“We went live with our new software in May 2013. In a nutshell it works from the technicians smart phones and it records technicians’ time on site. The software also runs the work flow processes seamlessly, recording any replacement plants used and ordering plants required for the next visit to a client. The technician writes a brief ‘report’ on his visit, and then it captures a customer’s signature. All this information gets collated into a client visit sheet and sent through to the client after each visit.

Our clients love it! It keeps them totally in tune with our service visits and provides a medium for the technician to communicate directly with the site contact, even when they are in and out before office hours. Multi-site managers can now benefit from instant reporting from all of their buildings, keeping them up-to-date every day.

As well as greatly increasing our communication with our clients, it has streamlined our internal ordering processes, and automatically runs a P&L report for us which helps with accounting.

The new system of working has improved things for our technicians too. No more scrappy bits of paper, everything they need is all there on one device. They can order plants quickly and smoothly, knowing they will be there labelled up with their name, and the customer’s name, ready to collect within the next few days at our nursery.

Finally the system has been a great advantage to me in managing the scheduling of maintenance rounds. Everything is all there on one system, with an easy to use drag and drop planner board all synchronised with the technician’s Smartphones. The technology allows real time allocation, updating and completion of field service maintenance jobs, linking the technician to the office based system, making processes much more efficient with less margin for errors”.