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Interview with Ed Jensen, Vice President of OLM, Inc.

⏱️ 39:45 🎤 Robert Clinkenbeard, Ed Jensen
AUDIO EPISODE
Interview with Ed Jensen, Vice President of OLM, Inc.
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Chapters

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  • 0:00
    Ed's Background & OLM Role
    Ed Jensen introduces his career journey from a landscape company to a commercial real estate developer, and finally, his 37-year tenure at OLM, Inc.
  • 8:34
    Scaling OLM's Operations
    Ed describes OLM's growth from inspecting 50 properties monthly to over 400, covering a vast geographical footprint.
  • 13:44
    OLM's Service Model
    Ed explains OLM's core services: writing performance-based standards and specs, assisting with contractor selection, and conducting monthly site inspections with accountability measures.
  • 25:46
    Why OLM Gets Hired
    Ed elaborates on various reasons clients hire OLM, primarily due to doubts about service quality and the need for objective oversight.
  • 37:11
    Software & Quality Control
    Ed shares his perspective on the use of software in quality control, cautioning against relying solely on partial representations of work.
  • 42:20
    Closing the Communication Loop
    Ed stresses the importance of closing the communication loop with clients, often through simple emails or photos, to confirm issues are resolved.
  • 49:00
    Common Contractor Mistakes
    Ed highlights common mistakes made by landscape companies, such as rushing work, making excuses, and failing to provide proper training to crews.
  • 57:06
    Onboarding & Client Relationships
    Ed advises on how to start new client relationships by being agreeable, accommodating, and performing small, value-add gestures to build trust.
  • 1:02:21
    Pricing & Long-Term Strategy
    Ed discusses the significance of competitive and accurate bidding, emphasizing the need for contractors to play the 'long game' and consider long-term client relationships over short-term gains.

Speakers

R
Robert Clinkenbeard
Host
E
Ed Jensen
Vice President of OLM, Inc.

Key Takeaways

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Prioritize systematic and methodical work over speed to maintain quality and avoid costly reworks.

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Be accountable for mistakes; humbly admit when crews screw up and provide a clear plan for correction.

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Implement effective communication strategies, like 'closing the loop' with clients, to confirm issues are resolved and build trust.

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Provide consistent training for crews on proper techniques, such as selective pruning, to avoid 'whacking' shrubs and maintain plant health.

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Bid competitively and accurately to ensure sufficient hours for successful job completion, even if it means sacrificing some margin initially.

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Always be accommodating and agreeable with new clients, and offer small, value-add services to make them feel valued.

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Educate clients transparently about rising costs to justify price increases, rather than surprising them at renewal.

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