My business partner and I set up Urban Forestry in 1992 to undertake landscaping operations and tree surgery spanning across East Anglia, the Midlands and the North West. The team currently sits at 50-strong, and I can speak for every member of my team when I say that they are truly nice people who will do their very best to deliver, no matter how challenging some projects can be!
As the autumn months are upon us, we do find this to be a particularly busy time to receive customer enquiries. Everyone’s starting to come back from their summer holidays now and thinking about tidying up their garden, or making their trees safe, before the winter gales start. At Urban Forestry we get a lot of repeat customers, which is a credit to our fantastic team. But we a also find that having the accreditations helps massively with new customers that might have reservations about going with a firm they haven’t heard of, or been recommended to. Being an approved contractor for the Arboricultural Association and a member of TrustMark gives these customers that extra reassurance they’re looking for, and we’re humbled to be associated with both.
I’m very proud of our guys and their sensitivity with customers, often handling quite difficult and personal issues. Recently we were called in by a domestic customer to handle a tree pruning dispute between themselves and a neighbour, where we needed to act carefully to keep both sides happy. On completion, the neighbour that was most anxious about us working on the trees sent in a lovely email congratulating us on our quality workmanship and how we had handled the situation.
We’ve also recently had our contract renewed for the Forestry Commission, who we’ve been working closely with for 23 years now. They are our largest customer and we really enjoy working for them and feel a huge sense of accomplishment in their continued relationship with us.
We’re ecstatic to be highlighted for going the extra mile. We value each and every customer, whether the job is domestic or commercial, big or small. We try really hard to be on the top of our game, and stay innovative. One way we do this is by hosting regular ‘toolbox talks’ for our staff which is a series of training sessions to help our guys develop their technical skills as well as customer service. This ranges from things like managing difficult situations with customers to academic tutoring in arboriculture.
I also work part time for the Arboricultural Association as a lead assessor for the approved contractor scheme, which means I carry out audits of other tree companies across the UK. It’s interesting to see the various ways organisations differ. As a company we try to keep things fresh through both experience and training. We invest a lot in our people because we know they get so much out of it, which in turn benefits the business. The great thing about my job is there’s always so much to learn, which means there are always possibilities to continually improve, which can enhance the customer experience.
We find that customers are really appreciative of any advice you can give them, and I try to impart what I’ve learnt over the years to tailor every project. But in a general sense, there are definitely key things to look out for when you’re looking for a firm to tackle your garden or trees. I think it’s incredibly important to do your research when looking for a tradesperson. If you don’t have those personal recommendations, going through the TrustMark website helps to act as a safety net against rogues, as you know the firm has gone through a robust inspection process and come out the other end.
If you would like to find out more about the services Urban Forestry (Bury St Edmunds) Ltd offers, visit http://www.urbanforestry.info/. Alternatively, if you would like to find out more about the services TrustMark offers, or find a local TrustMark Registered Firm in your area, visit www.trustmark.org.uk.