By Cheryl Higley
For Jim “Turk” Turcan, CSP, and his Cornerstone Partners Horticultural Services team, “It is the Little Things done consistently well that make the Big Difference.” Following that motto, along with mantras of “A Lack of Trust is your Biggest Expense” and “Quit Being Lazy and Do What’s Right,” adopted from David Horsager, Turk says those little things can make all the difference when it comes to snow and ice management.
For CPHort, the successful execution of those details requires a dedication to processes and best practices to ensure every client is receiving an outstanding service experience every time. “In snow and ice, you only get one chance to get it right,” Turk says. “We are fanatical about implementing all of the best practices and resources available to the landscape and snow and ice industries. We’ve spent years reviewing, implementing, customizing and perfecting the best of the best practices for our business.”
CPHort thrives on philosophies adopted from Horsager and Gino Wickman (see resources below). The combination of philosophy and process led to the creation of the “CPHort Way” that is ingrained across all levels of the company and exhaustively taught to new team members.
“Some may tease that it’s a matter of “drinking the Kool-Aid,” but the reality is ito earn the CPHort logo badge of honor, you must prove yourself and your dedication to your teammates and to our clients through your dedication to honesty, integrity and faith. We’re here to serve others; if you don’t subscribe to that at your core, you won’t be successful here,” Turk says.
“We laid the Cornerstone on which all of our organization operates and made it repeatable,” Turk says. “Our process ensures all of our clients receive the same consistency in exceptionally detailed service. This is a huge value differentiator. We’ve heard the horror stories from clients about service providers who may have an ‘A-Team’ on their North sites and a ‘C-Team’ on their South sites. This can be a very quick way to destroy trust with a multi-site portfolio manager. We saw this client pain as an opportunity and seized it.”
CPHort has coupled processes and best practices by embracing technology. The company implemented internal paperless timesheets and communication via Google forms and then added that to external client communications. The result was fewer distractions, more accountability, better customer response time and easier invoicing. Eventually the company partnered with Landscape Management Network (LMN) to customize a platform that incorporates CPHort’s processes into one program that manages operations from start to finish.
Turk says that CPHort’s processes are only as good as the people implementing them - and his team is top notch.
“Our dedicated division leaders have taken our passion for excellence and have been given the autonomy to share it with the teams that report to them,” he says. “I owe a lot of the success we’ve achieved to our great production, sales and administration leaders and to our adoption of the Entrepreneurial Operating System (EOS) to help those individuals shine. Forcing me to let go of the routine operations, which only came about when they proved to me they can be just as passionate and detail-oriented as I am, has allowed me to dream about the future of our organization and about making the career and personal dreams of our team members a reality.”
Cheryl Higley is Director of Education and Content for SIMA. Email her at email@example.com.
- Cornerstone Partners Horticultural Services is featured on the cover of Snow Business’s October issue. Read the story here.
- Learn more about the philosophies CPHort has embraced with the following books:
- “The Trust Edge: How Top Leaders Gain Faster Results, Deeper Relationships, and a Stronger Bottom Line” by David Horsager
- “Traction: Get a Grip on Your Business” by Gino Wickman