The Value of Customer Education

Posted by Kristy V. | Posted in , , | Posted on Thursday, January 7, 2010

I once heard a joke about dermatologists.....a million different skin conditions but only seven skin creams to treat all of them.  I mean no offense to the dermatology profession, because we face a similar issue in the artificial grass industry.  There are so many different artificial grasses....but really there are only so many places to install them.  I think that is why customers can be overwhelmed by the process.  Go to any customer who has already had a couple of installation quotes and you will see a pile of different samples that every installer shows up with.  A lot of it comes down to the customer's personal taste, where they live and what the application of the artificial grass will be.

Personally, I like the more realistic looking turfs.  I lean torward the olive bi-color grasses; they don't stand out as much during the winter when real grass is dormant.  The bright, Kelly green artificial grasses just look fake to me, and living in the chaparral conditions of Southern California, grass just doesn't exist in that color.  I also prefer longer, thin blades of grass.  It gives the effect of a lush lawn that is ready to be mowed.  Softer to the touch, it makes a nice residential installation.  Finally, I also prefer some brown thatch to put the finishing touch on the realistic look.

So how do you get your customers to choose your grass?  It is imperative for the installer to be knowledgeable about the grasses...do your homework!  Be prepared to educate your customers about your particular grasses. Explain the pile height, stitch rate, row gauge and face weight.

Pile Height - is the length of the blades/fibers.  The longer the blades the greater the cost.  It also adds to the face weight and gives a lush appearance.  Turfs with shorter pile heights are less expensive and create a neat appearance.  Putting greens have the shortest pile heights.

Stitch Rate is the number of stitches per row.  The greater the stitch rate the greater the value.  More stitches create a fuller look.

Row Gauge is the distance between the stitch rows.  The shorter the distance between the rows the more valuable the turf.  It also gives the artificial grass a more natural look; if the rows are too far apart you can see distinct row of fibers - not a natural look.

Face Weight is the weight of the yarn that makes up the pile.  It is considered a measure of durability.  The greater the weight of the yarn used, the greater the value of the turf.

So here is my advice....don't overwhelm your installation customers with every sample of grass that you have.  Be prepared to go to your customer and say this is this the grass that I would use for this particular installation.  Educate them about the different styles and qualities of artificial grasses.