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Landscaping With Empathy: How Todd Brown Builds Trust, Family, and Long-Term Clients

📅 June 6, 2025 ⏱️ 21:45 🎤 Todd Brown, Jack Jostes

Chapters

Click to jump to section

  • 0:00
    Empathy in Customer Service
    Todd Brown describes his strategy for handling angry customers by empathizing with them and asking what they want before offering solutions.
  • 0:33
    Southern Classic Landscape Management
    Todd introduces his full-service landscape contracting business based in Buford, Georgia, covering design, build, and maintenance.
  • 2:02
    Responding to Customer Needs
    Todd shares his approach to sales, which is about listening to customers and providing honest advice, even if it means talking himself out of a sale.
  • 3:26
    Landscape Industry Journey
    Todd explains how he got into the landscaping business, starting with a summer job in 1985 and eventually building his own company.
  • 4:26
    Family Business and Joy
    Todd expresses his favorite part of running the business: working with his son and daughter, which he never anticipated but deeply cherishes.
  • 5:15
    Ramblin Jackson's Niche
    The host, Jack, explains how his marketing company, Ramblin Jackson, organically niched down into serving the landscape industry due to his personal background and client success.

Speakers

T
Todd Brown
Southern Classic Landscape Management
J
Jack Jostes
Host

Key Takeaways

✦

Address customer complaints by empathizing and asking what they want, as they often ask for less than you're willing to give.

✦

Utilize milestone videos in your sales process to streamline client meetings and differentiate yourself from competitors.

✦

Treat customers like family by being courteous, polite, and responsive to build rapport and trust.

✦

Provide honest advice, even if it means advising against a sale, to establish credibility and long-term relationships.

✦

Ensure prompt communication by returning calls and texts quickly to stand out in an industry often criticized for poor follow-up.

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