WWN ORE INDUSTRY Serving the needs of the professional lawn care operator VOLUME 14 NUMBER 3 ANiJa3ii PUBLICATION MARCH 1990 LCOs: 90 should be better The coming growing sea-son should be a good one for the professional lawn care market. That's what many LCOs said in a Lawn Care Industry telephone survey. Some prom-ise more aggressive marketing of their services. Others point to strong local economies and continued growth (there were some exceptions) of upscale residential housing for their optimism. There seems to be agree-mentŠat least among the in-dependent contractors we contactedŠthat a double- digit expansion in sales re-mains within the reach of the LCO who stresses quality ser-vice at a fair price. Roger Heider, Quality Lawns Inc., Omaha, NB, is starting his 18th year in the industry (the last eight as a business owner) and he pre-dicts continued growth for his four-person operation because he knows his customers' needs extremely well. "I know every yard and when somebody calls we can discuss their particular yard because I've been on it as many as 20 or 30 times de-pending on how long they've been with us," he says. In fact, that's how Heider began his company: he got on the telephone and called every person he knew...and landed 200 customers his first season. Over the years, he's added aeration, seeding and snow re-moval to his company's ser-vices. "Our phone is ringing off the hook already," reports Ca- thy C. Willcock, Lawn-A-Mat, Silver Spring, MD. Even so, she says she'll increase her telemarketing and direct mail campaigns. She reports she also receives good customer feedback from a newsletter ("I try to do it monthly.") that stresses the importance of good lawn grass cultural prac- tices such as keeping a sharp mower blade and correct wa-tering. See LCO« page 30 David Ransome will use direct mail, handouts. "There's still lots of new business out there." He wants 20 percent growth. Evidence mounts in 2,4-D's favor Chem Lawn workers cooperate in study Tidewater Marketplace: The Chesapeake Bay region of Virginia has a micro-climate that invites fungus. The crew from Cooper's Lawn Aeration Service reports growing success in selling fungus control. Our coverage begins on Page 31. PLCAA says April first ever "Lawn Care Month" Professional lawn care is beneficial to the envi-ronment. LCOs are being given an ex-cellent opportunity to re-edu-cate their customers to these benefits in April because April 1990 will be the first ever "Na-tional Lawn Care Month". The Professional Lawn Care Association's public rela-tions efforts, energized by it's newest staff member, PR Di-rector Sandy Hensel, were un-veiled at PLCAA's January board meeting in Atlanta, GA. HenselŠshe joined PLCAA last NovemberŠsaid PLCAA is taking a "proactive" ap-proach to environmental con-cerns. In fact, LCOs should let the public know that they too want safe and clean living and working environments. And that they are doing something positive about it, said Hensel. Here's a rundown of PLCAA's efforts to showcase the benefits of professional lawn care: Ł A series of cartoon strips being developed concerning lawn care. When they're com-pleted they'll be sent to all daily and weekly newspapers The herbicide 2,4-D, one of the most widely used, extensively scrutinized pesticides ever, is to undergo yet even more study. About 8,000 ChemLawn employees, two-thirds of whom have been pesticide ap-plictors, are involved in the latest look at 2,4-D's safety. This investigation is still in its initial phases and explores exposures prior to 1980, says an "executive summary" com- piled by Industry Task Force II 2,4-D Research Data, a group of six companies fund-ing ongoing research on the safety of 2,4-D. Task Force members are Agro-Gor, The in the United States and ap-propriate Canadian publica-tions. The cartoons illustrate the environmental impor-tance of lawn grasses. Ł Proclamation of the month of April as "National Lawn Care Month". Besides being the beginning of the growing season in much of the United States, April 22 is "Earth Day" and April 27 "Arbor Day". LCOs can justi-fiably align themselves with these special observances. Hensel said "Lawn Care See PLCAA page 12 BASF Corporation, The Dow Chemical Company, Nufarm USA, Rhone-Poulenc Inc., and A.H. Marks and Company Ltd. The Task Force's summary says "The consensus of opin-ion...is that 2,4-D poses mini-mal risk to the general public and that any risks to ap- plicators and manufacturing workers are minimized through good work habits and use of protective clothing. "Research conducted to date provides considerable reason for confidence in 2,4- D's safety," the Task Force wrote. Controversy surrounding the herbicide flared after pub-lication of a Kansas farm worker study in 1986 linking increased risk of non-Hodgkin's lymphoma among herbicide users (2,4-D is the most commonly used her-bicide in Kansas). These find-ings have not been supported by subsequent studies, said the Task Force. "Taken collectively, these studies of exposed groups gen-erally suggest that phenoxy herbicides do not pose a major public health problem, even among the most intensively exposed persons," said the summary. To date, studies in labora-tory animals have not shown lymphatic cancers. LCI ss^s 3- 01 GIT 488 157 00486132 10 93 PETE C0CKINGHAM LIBRARY W- 121 USGA TURFGRASS INFO FILE 3DG MICHIGAN! STATE UMV EAST LANSING MI 48824-1048 Granted, DURSBAN* TUrf Insec-ticide won't do you much good in a dark alley. But when it's time to get tough on surface-feeding insects, it doesn't make any sense to take chances. What makes sense is using the industry standard-DURSBAN insecticide. More muscle for your money. Nothing's meaner on Chinch Bugs, Billbugs, Sod Webworms and other surface-feeding thugs. Nothing. And there's simply no better value for liquid lawn care applications. One tough insecticide. What's more, DURSBAN TUrf Insecticide offers excellent resi- dual, low odor and superb broad spectrum control. The kind of control you've come to expect-and customers demand. So arm yourself with DURSBAN TUrf Insecticide. And keep surface feeders off your turf. Wearing a black leather jacket during application is, of course, not recommended. DURSBAN TUrf Insecticide. The Professional Choice. OytSBAN ŁTrademark of The Dow Chemical Company The dollar value of pesticide shipments, which doubled between 1977 and 1988 climbing to $6.6 billion, are projected to grow 9 percent annually to reach nearly $19 billion by the year 2000, says a study released by Leading Edge Reports, Cleveland. Meanwhile the volume by weight of pesticide shipments declined from 1.4 billion pounds for 1977 to 1 billion pounds in 1988. Leading Edge Reports points to continued development of more effective pesticides and increased regulatory restraint on pesticide. Safer Inc. sold its commercial pesticide division to Mycogen Corporation. Safer will concentrate on the retail market. Exmark Manufacturing Company, Inc., added P&D Distributing, Inc., Dadeville, AL, and Greatwinz Equipment Distributor, Inc., Utica, MI, as distributors. Jerome J. Peterson, president and CEO of Peterson Seed Company, Savage, MN, was named the Atlantic Seedsmen's Association Man of the Year. Seven graduate students at Rutgers University received Peter Selmer Loft Memorial Scholarship fund awards, each for $5,000. The recipients are Jane Brean, Leslie Reckert Campbell, Melody Kemp, Kathy Hofman Knight, Karen Plumbley, Suichang Son and Margarette Waters. The program is funded by royalites from the sales of Tribute, Lofts' proprietary tall fescue variiety named in memory of Peter S. Loft. Pesticide expert Dr. Wendell Mollison is manning the "hot line" for questions about products containing 2,4-D. For specific information on 2,4-D call (800) 354-1509, in Canada (517) 853-0219. LCI "Last summer we had numerous problems with many lawn installations. Since our product is pre-germinated seed we would get initial growth, but after 2 weeks growth would languish and the lawn would become necrotic. Soil analysis done by the University of Oregon indicated correct Ph and the proper balance of elements. We determined that the high clay content and wood product in the topsoil prevented the availability of nutrients to the grass plants. One application of ROOTS solved the problem, within two weeks these lawns were more vigorous and green than they would have been in a normal situation. This year we are incoiporating ROOTS into our installation program and developing a ROOTS based fertilization program." rook inc. Tom Quinn, President Perfect Lawns, Inc. Redmond WA 25 Science Park. New Haven. CT 06511 ROOTS is a trademark of Soilizer Corporation. L4WN G4RE INDUSTRY RON HALL Editor JERRY ROCHE Executive Editor JON MIDUCKI Publisher ROBERT EARLEY Group Vice President LINDA O'HARA Production Manager ROSY BRADLEY Production Supervisor BRYAN VOLLMAN Graphic Design MARILYN COPP Circulation Supervisor GAIL PARENTEAU Reader Service Manager THEODORE C. MATHEWS Promotion Director JOHN PRESSELLO Graphics Manager BUSINESS STAFF Midwest Office JON MIDUCKI (216) 826-2855 Publisher MARSHA DOVER (216) 891-2739 Regional Sales Manager 7500 Old Oak Blvd. Cleveland. OH 44130 FAX (216)826-2832 Southern Office: DICK GORE (404)233-1817 FAX (404) 261-7022 3475 Lenox Road. N.E., Suite 665 Atlanta, GA 30326 Western Office BOB MIEROW (206) 783-0549 FAX (206) 784-5545 1515 N.W. 51 Street Seattle. WA 98107 Classified DAWN NILSEN (218) 723-9349 1 E. First St., Duluth, MN 55802 Please send advertising materials to: LAWN CARE INDUSTRY 120W Second St Duluth. MN 55802 218-723-9192 COGELL COMMUNICATIONS INC PUBLICATIONS ROBERT L. EDGELL, Chairman RICHARD MOELLER, President LARS FLADMARK, Executive V Pres ARLAND HIRMAN, Vice Pres /Treasurer THOMAS GRENEY, Senior V Pres EZRA PINCUS, Senior Vice President JOE BILDERBACH, Vice President JAMES GHERNA, Vice President GEORGE GLENN, Vice President HARRY RAMALEY, Vice President LCI ADVISORY COUNCIL MARTY ERBAUGH Erbaugh Corp Peninsula. OH A. J. POWELL JACK ROBERTSON U of Kentucky Robertson Lawn Care Lexington. KY Springfield. IL LAWN CARE INDUSTRY (ISSN 0160-6042) is published monthly by Edgell Communica-tions. Inc. Corporate and Editorial offices: 7500 Old Oak Boulevard. Cleveland, Ohio 44130 Advertising Offices: 7500 Old Oak Boulevard, Cleveland. Ohio 44130. 111 East Wacker Drive. Chicago. Illinois 60601 and 3475 Lenox Road. N E. Suite 665 Atlanta. Georgia 30326. Accounting. Advertising Pro- duction and Circulation offices: 1 East First Street. Duluth. Minnesota 55802. Subscrip-tion rates: $25 per year in the United States: $50 per year in Canada. All other countries: $100 per year. Current issue single copies (pre-paid only): $2.50 in the U.S . $5.00 in Canada; elsewhere $10.; add $3.50 for ship- ping and handling per order. Back issues, if available $10; add $3.50 per order for ship- ping and handling (pre-paid orders only). Of- fice of publication: Edgell Communications. Inc.. 1 East First Street. Duluth. Minnesota 55802. Second class postage paid at Duluth. Minnesota 55806 Copyright © 1990 by Edged Communications. Inc. All rights re-served. No part of this publication may be reproduced or transmitted in any form or by any means, electronic or mechanical includ-ing photocopy, recording, or any information storage and retrieval system, without per- mission in writing from the publisher. POSTMASTER: Send address changes to LAWN CARE INDUSTRY. P.O. Box 6200. Duluth. Minnesota 55806 AM' VBPA TOP OF THE NEWS LCOs readying trip to D.C. to discuss importance oflawn care with officials WASHINGTON, D.C. LCOs will seek the ear of top-level government officials March 28-29 in Washington D.C. They'll be a part of PLCAA's Congressional "Day on the Hill" program, cospon-sored by Monsanto. The LCOs' purpose will be twofold: to learn the proper protocol for dealing with senators and rep-resentatives, and to meet pri-vately with these elected of-ficials and inform them of the importance of professional lawn care. This inaugural "Day on the Hill" may be especially signifi-cant: lawn care chemicals are to be the subject of legislative committee hearings sometime this spring. (The date was un-Tru Green now under new corp. ATLANTA, GA Š Waste Management, the huge Chicago-based refuse-haul-ing firm, merged its lawn care and pest control com-panies into a new corpora- tion called WMI Urban Services. "We have merged the management strengths of both Tru Green and pest control," Joe Winland, a vice president of WMI Ur- ban Services, told LAWN CARE INDUSTRY. "It's an opportunity to share com-puter and accounting re-sources and to make the overall administration of the two units more effi-cient." WMI Urban Services is to have northern and southern regions, each con- taining three districts. "Many of the managers that were either lawn care or pest control are now managers of both lawn care and pest control operations in a given geography," said Winland. Heading WMI Urban Services is John Slocum who has been with Waste Management for 17 years. Waste Management pur-chased Tru Green in Au-gust 1987. Tru Green is the second largest lawn care company in the United States with sales exceeding $100 million this past year. It was in 1987 that Waste Management also began ac-quiring pest control com- panies. Although many of these companies retain their original names, taken as a whole Waste Manage-ment is the third largest pest control company in the country. LCI clear as of this writing.) "This first year we're not counting on large numbers of LCOs in Washington D.C.," Jim Altemus tells LAWN CARE INDUSTRY. "The elected of-ficials are going to have very small amounts of time and we're going to have to make the most of the 10 to 15-minute meetings." Altemus, with Monsanto, has been helping PLC AA staff plan the two-day affair. The "Day on the Hill" hopefully will grow and de-velop into an annual demon-stration of the lawn care industry's importance to law- makers, says Altemus. PLCAA President Rick Steinau sent letters to associa-tion members in February, urging their participation. Wrote Steinau to PLCAA members: "You'll get a first hand view of the workings of Washington and be taught the proper protocal for dealing with senators and repre-sentatives." LCI Support effort Bob Andrews, The Greenskeeper Inc., Indianapolis, and Pat Nibler, Pro-Grass Inc., OR, learned of "Day on the Hill" at PLCAA board meeting. KENTUCKY BLUEGRASS figh performance, stress tolerance L_ (including < Huntsville Kentucky bluegrass is recognized as a new cool season, improved shade tolerant grass that proved so effective dur-ing the midwest's extreme heat and drought year. Testing clearly demonstrates Huntsville's outstanding qualities which include excellent resistance to powdery mildew, high ratings in shade tolerance, improved resistance to stem rust and fusarium blight syndrome. This excellent Kentucky bluegrass was discovered by Dr. C. Reed Funk of Rutgers University. It was found persisting in Huntsville, Alabama and has clearly demonstrated why it survived so well. It also scored high ratings in tests under high heat and humidity in the transition zone. Medium green in color, Huntsville blends beautifully with Arid and the newer turf-type tall fescues because of its similar color and leaf texture. ^ Huntsville starts with a vigorous seedling and ultimately develops deep rhizomes giving the grass staying power under drought conditions. This strength was strongly evident during testing in the Nebraska and Great Plains areas where researchers sought cultivars less susceptible to drought and low maintenance conditions. Another fine quality product of Order Huntsville Ł Ł from your wholesale seed distributor. Jacklin Seed Company West 5300 Riverbend Avenue Post Falls, Idaho 83854-9499 Phone 208-773-7581 TWX 5107760582 Jacklin PFLS FAX 208-773-4846 COMMERCIAL SERVICES Succeed with segmentation in commercial market BY PHILIP D. CHRISTIAN III The commercial market is large and any con-tractor, including LCOs, wanting to enter it must divide it into serviceable segments. "If you are not thinking segment, you're not thinking," wrote Theodore Levitt in his book "The Marketing Imag-ination". He added: "To think segments means you have to think about what drives cus-tomers, customer groups and the choices that are or might be available to them. To think segments means to think beyond what's obviously out there to see." Many contractors, includ-ing LCOs, profitably serve the homeowner market but shy away from the largely un-known commercial market. They've heard about negative experiences at the hands of the commercial purchaser and sometimes blame the market rather than the unprepared contractor who attempts to enter commercial territory. They're suspicious of the "bidding process". It appears to be a scheme to attract a low-ball price of a dirt-ball con- tractor. That's too bad; the compet-itive bid process can work in the LCOs favor if he/she knows how to work within the existing system. And a first step in this direction is by not over-emphasizing the impor-tance of price. The commer-cial purchaser is not shopping for price over all else, and will not give up service, quality, and professional integrity to get the right number. Sure, price is important, but it's sel-dom the primary reason be-hind a purchase. To be sure, the system isn't going to change to suit the contractor. It's up to the con-tractor to profitably fit his/her company into the existing purchasing loop. Many of the industry's fastest growing and most profitable landscape ser-vice contractors work pri-marily in the commercial sector and prosper with the commercial client and com-Should you attend a Mauget seminar? In a word, yes. Annual Mauget seminars attract professionals who are concerned about protecting the environment and keeping trees healthy Mauget seminars present another dimension to tree care. Micro-injection of materials into the tree's sap stream is an environmentally sound practice. Because it's a closed system, no spraying is needed, and there's no drift. Over 20 years of research by leading university scientists and field trials by well-known tree care companies have proven the benefits of Mauget micro-injection. Seminar topics include micro-injection of insecticides and fungicides, correcting nutritional deficiencies, wounding, insect and disease control, increasing survival rate of transplanted trees, and reducing stress. Special emphasis is placed on marketing Mauget micro-injection products to homeowners. Be prepared to step into the 1990s. Sign up for a Mauget seminar today. It's an opportunity that can totally change the way you care for trees. Seminars are open to all Green Industry firms. Dates, cities, and distributor marketing areas are listed on the right. Contact your nearest distributor for more information about an upcoming Mauget seminar in your area. saVetroes J. J. Mauget Company 2810 N. Figueroa Street Los Angeles, CA 90065 Artistic Arborist Inc. Phoenix, AZ 1-800-843-8733 (602) 263-8889 Arizona, Nevada March 21. Las Vegas. NV March 22, Albuquerque, NM March 23, Phoenix, AZ Enfield's Tree Service Elkhorn, NE 1-800-747-TREE (402)289-3248 ND, Eastern SD, NE. KS. MN, OK, Western MO, IA March 2, Kansas City, MO March 16, St. Paul. MN April 6. Fargo, ND Farm & Forest Research Ltd. 1476 Wallace Road. Box 295 Oakville, Ont., Can L6J 5A2 Ontario (416) 827-1134 March 12, Toronto, Ont., Can. March 13. London, Ont., Can. March 15, Ottawa, Ont., Can. Lanphear Supply Division 1884 Green Road Cleveland, OH 44121 Ohio. West VA (216) 381-1704 1-800-332-TREE March 13. Toledo. OH March 14. Cleveland. OH March 16, Columbus. OH Pruett Tree Service Lake Oswego. OR 1-800-635-4294 (503)635-3916 Washington. Oregon March 16, Portland, OR Tree Inject Systems Clarence Center. NY (716) 741-3313 New England. NY. PA. DE. NJ March 7. Newark, DE Tree Injection Products 617 Deer y Street Knoxville, TN 37917 KY. TN. No. AL. No. MS (615)522-0533 March 3, Birmingham, AL March 10. Florence, KY March 23. Kingsport, TN March 24. Ashland, KY March 31, Nashville, TN April 7. Huntsville, AL April 13, Vlcksburg, MS April 14, Memphis, TN April 21, Gatlinburg, TN April 28, Frankfort, KY Arbortech Inc. Clayton. MO (314)576-6020 St. Louis Area Arbo Service Inc. Dartmouth. Nova Scotia Canada (819) 372-1111 Maritimes, Nova Scotia Cole Tree Service Albuquerque. NM (505) 877-9200 New Mexico D.H.D. Systems Inc. New Berlin, Wl (414)784-3556 Wisconsin Forrest Lytle & Sons Cincinnati. OH (513)521-1464 SWOhio Gem Spraying Service Jerome. ID (208) 733-7206 Idaho Guardian Tree Experts Rockville, MD (301)881-8550 Maryland. Virginia. DC Harrod's Tree Service Fort Worth. TX (817)246-9730 Northern Texas Liqui-Green Lawn 8i Tree Care Peoria. IL 1-800-747-5211 (309) 243-5211 Illinois Michigan Injection Systems Grand Rapids. Ml 1-800-423-3789 (Ml only) (616) 364-4558 Michigan Micro Injections Inc. Tampa. FL (813)961-1060 Central 8i South Florida Mid Western Tree Experts Indianapolis. IN (317)291-0350 Indiana Poulson Tree Service Billings. MT (406)259-5109 Montana Prof. Tree Care 8i Injection Winter Park. FL (305)647-3335 Central & South Florida R.C. Humphreys St. Francisville, LA (504)635-4507 Louisiana. So. Mississippi Scientific Tree Care Panama City. FL (904) 763-5049 North FL. South GA& AL Target Chemical Co. Cerritos, CA (213) 865-9541 California The Tree Doctor Inc. Hendersonville, NC (704) 891-TREE NC. SC. No. Georgia Tree Clinic Austin, TX (512)454-1411 Eastern Texas Tree Lawn Inc. El Paso. TX (915) 581-5455 West Texas Trees of Hawaii Inc. Ewa Beach, HI (808)682-5771 Hawaii Utah Spray Service Sandy. UT (801)566-5773 Utah Warne Chemical Co. 2680 Commerce Road Rapid City. SD 57702 Western SD. WY (605) 342-7644 1 800-658-5457 petitive bid process. Also, the landscape service contractor must be aware that the wants and needs of the commercial customer are being driven by the following trends: ŁA larger percentage of professionally managed com-mercial properties.The ap-pearance of the landscape is vital to property managers, es- pecially when they market their services to new proper- ties. ŁSignificant increase in demand for improved quality. ŁIncreased landscape maintanence by in-house crews. Property management companies want increased quality, more control of day- to-day activities, and more ac- countability for landscape managment. ŁIncreased use by custom-ers, employees, and tenants of landscaped areasŠrunning and and walking trails, picnic areas and outside activity areas. These trends point in the same direction, increased de-mand for more skilled land-scape management. Today's LCOs are well prepared and positioned to fill this need. It's time to divide the com-mercial market. The following examples are admittedly over simplified, but they provide a start to understanding ser-viceable segments even though there are additional smaller segments and sub-seg- ments for each primary seg- ment. And sometimes an owner/manager of a mixed-use building can be included in more than a single segment. Multi-Family: The multiŠfamily segment in-cludes apartments, condos, cluster homes, co-ops, and common areas in communities and single-family detached homes. These purchasers of your services will probably be prop-erty owners or managers, and may be at the site or elsewhere. Someone at the facility can About the Author Philip D. Christian III of Alpharetta, GA, is a consultant with All Green Management Associates, Columbus, OH. LAWN CARE INDUSTRY MARCH 1990 mmmmmmmmmmmmmmmm m give you the name, address, and telephone number of these individuals. Sometimes the purchasers for this segment are property management companies and belong to an association like the Apart-ment Owners and Managers Association (AOMA). There's an active chapter in every large city in the United States. Condos, clusters and co-ops also have management associ- ations with regular meetings and printed membership lists. Often they're listed in alpha-betical order in the Yellow Pages and are available through any provider of mail-ing lists. This multi-family segment has an almost constant need to upgrade the lawn grass and landscape because of growing competition for tenants, and the desire to show the services of the management company in their best light. Sales and Service: This segment is mixed and lends it- self to detailed sub-segmenta-tion. It includes retail, wholesale and specialty shop- ping areas; food service, per-sonal service, professional service, and automotive ser-vice establishments including hotel/motel sub-segments. Purchasers are often owners or managers of the buildings. It's usually not hard to get the name and telephone number of these individuals. Just ask someone at the facil-ity. This sales and service seg-ment needs to make a good impression with customers and tenants even though it receives heavy abuse or wear and is open long hours (some- times seven days a week) and has multiple locations. This segment definitely has a need for the LCO to become a part of its management team. It must look presentable to the public. PLCAA offers group deal on LCOs' forms MARIETTA, GAŠThe Pro-fessional Lawn Care Associa-tion of America has started a group purchasing program for LCOs' business formsŠ invoices, statements, survey forms, etc. Forms used by the four fol-lowing computer companies can be ordered: Practical So-lutions, Inc., Distribution Management Systems, Rain-bow Computer Sales and Contel Business Systems. LCOs can send form sam-ples to PLCAA. The quan- tities will be returned a month after the forms are re-ceived. The program represents the first group purchasing plan sponsored by PLCAA, says Doug Moody, assistant executive director. LCI Office and Industrial: This segment is also mixed and includes office, industrial, manufacturing, warehousing and distribution. The pur- chaser may be an owner/man- ager of the real estate. In the case of the sub-segments of of-fice parks and high-rise office buildings the owner/managers may be found in the Building Owners and Managers Asso-ciaton (BOMA). There can be a fascinating variance in the quality of land-scape in this segment with a top-quality landscape around a high-rise office building and a small manufacturing or dis-tribution plant having no landscape to speak of. Usually the purchasers arising from this segment have little time to spend in managing the landscape. They welcome pro- fessional assistance. Institutions: This seg-ment includes all real estate used for educational and medi-cal purposes, child care cen- ters and retirement homes or villages. The purchasers are most often found on-site and may belong to associations for hospital administrators, child care centers, etc. This segment has a need for safety, security, reasonably high quality and a friendly and cooperative relationship be-tween owner/manager and contractor. Every sub-seg-ment of this segment such as hospitals or day care centers is a specialty niche. Once the LCO leans how to work within this niche he/she should get most of them within their market area. Government: This segment includes all government owner or operated real estate and real estate owned and operated by regulated utilities such as power and water companies. Purchasers for this segment are listed in government book-lets or publications available to the public. The same is true of the regulated utilities. Both sub-segments usually have easily identified purchasing departments which usually are are usually required to take competitive bids. Detailed proposal forms are usually pre- pared so everyone is bidding on the same program. Which of these segments fits your company best? Which offers you the op-portunity for a competitive advantage? One of the benefits of seg-mentation is that it forces us to focus on the wants and needs of the customer and put aside, at least temporarily, the immediate wants and needs of our company. Segmenting your commercial market should be the first step you take to expand into commer- cial services. LCI On Some Lawns, Grubs Just Aren't a Problem. OFTANOLŽ controls grubs before they have a chance to do their damage. Providing continuous protection that lasts. Nothing works better. It's your best bet for grub control. Mobay Corporation Ł BaycuSAwc COM**** OFTANOL Bayer Specialty Products Group OFTANOL is a Re*. TM of Bavcr AG, Germany. 7S351 C 1989 Mobay Corporation Spill urea in swimming pool? Here's a good remedy Occasionally a little dry or liquid urea is acci- dentally deposited into a swimming pool during a lawn care application. Subsequently, the owners complain about low chlorine levels in their pool and blame the LCO. Urea fertilizer can reduce the free chlorine level in swimming pool water. However, the remedy is simple: The pool should be su-perchlorinated ("shocked"). Common treatment Superchlorination is a rou-tine treatment that is usually done once a week on any mod-erately used swimming pool. It involves adding excess chlorine to oxidize all nitro- gen-containing compounds (urine, perspiration, urea fer-tilizer, etc.) to nitrogen gas. Greater amounts of urea, however, require significantly greater amounts of chlorine for superchlorination than most pool owners are used to, and this can cause confusion. Most swimming pools contain 0.5 to 2 ppm free available chlo-rine, although they can contain up to 5 ppm. Chlorine is usually added as calcium hypochlorite. Stablize pool Swimming pool water must be "stabilized" to reduce the rate of chlorine loss. Without a stabilizer, all chlorine will rapidly volatilize (as chlorine Better than anyone, you know the value of having the right tool for the jobŠ equipment that is always up and running strong, never down and draining profits. Pure quality from start to finish. That's why rugged Echo power equipment is proven and preferred by the toughest customers aroundŠthose that earn a living with the right tool. See your ECHO dealer today. He's proud to stand behind every ECHO product. You'll find him in the yellow pages. Or call (708) 540-8400. Mi IK (KIT TIM. ECHO INCORPORATED, 400 Oakwood Road, Lake Zurich, IL 60047 (708) 540-8400. Circle No. 116 on Reader Inquiry Card gas) from a pool. On a bright sunny day this can happen in four hours or less. If a little urea fertilizer acci-dentally gets into a swimming pool, the free available chlo-rine concentration will rapidly drop, the combined chlorine concentration will increase, and total chlorine concentra-tion will stay the same. A very small amount of urea can cause this to occur. The same process occurs when chlorine reacts with perspira- tion and urine. Superchlorination When the combined chlo-rine (chloramine) level in the swimming pool gets too high (greater than 0.2 to 0.4 ppm), one must superchlorinate the pool. To superchlorinate, simply add calcium hypochlorite un-til the chlorine level reaches the "break point" (8 to 12 ppm chlorine). The normal super- chlorination rate is 1 pound calcium hypochlorite per 10,000 gallons of water. At this point all of the chlo-ramines will oxidize to nitro- gen gas. The superchlorination pro-cess occurs in a very short pe-riod of time. Subsequently, the excess chlorine (about 8 ppm) will, within a few hours, vol-atilize out of the pool and the total chlorine level will return to normal. If a lot of urea is added to a pool, a chlorine demand is cre-ated. This means that all of the chlorine in the pool has reacted with the urea (to form chloramines) and there is still nonreacted urea left. Use test kit During superchlorination, this urea must first react with the newly added chlorine (the demand must be satisfied) be-fore superchlorination can oc-cur. This means that signifi- cantly greater than normal amounts of calcium hypoc-hlorite may be required to su-perchlorinate a urea con-taminated pool. Total chlorine, free avail-able chlorine and combined chlorine can be determined at home with a simple color- imetric (DPD) test kit. With this test kit a first reagent (often a tablet) is added to a sample of water to determine by color the amount of free available chlorine. A second reagent (tablet) is added which provides a mea-surement of total chlorine. Combined chlorine is deter-mined by subtracting the free from the total readings. All readings with the DPD test kit are approximate since the test is only sensitive to the nearest 0.5 ppm. Sending a sample to a lab to determine free or com-bined chlorine is of limited value because the chlorine usually volatilizes before the See POOL Page 24 Test helps families appreciate lawn care business BY RONALD H. DRUCKER Afamily lawn care busi-ness can offer work op-portunities, prestige in the community and personal fulfillmentŠas well as finan-cial securityŠto family mem- bers. But it can't do any of these if the business isn't successful. And, conversely, if the busi-ness isn't successful, family life is likely to suffer. Getting the most out of your family means enjoying a healthy family life and run- ning a healthy, profitable lawn care business. That's a tough juggling act, because family values and business values sometimes conflict. Nevertheless, many family business owners suc-cessfully balance the needs of family and business. The following quiz can help you determine if you are one of them. Consider each of the quiz items as a statement about your family and your business, and decide whether you agree or disagree. Think about the questions, but don't linger too long over any one of them. Your first re- sponse is likely to be the most accurate. Although the quiz is de-signed for the founder/owner of a firm, the responses of other family members in the company can help provide per-spective. 1. Our family tries to com-pletely separate our family is-sues from business issues. Agree/Disagree 2. Family members do not understand or do not go along with company's goals. Agree/Disagree 3. One or more family mem-bers would rather be working somewhere else. Agree/Disagree 4. Our family is not very willing to change the way we do business. Agree/Disagree 5. Family members are rarely praised for doing a good job or criticized for their mis-takes. Agree/Disagree 6. Family members do not know what will happen to the business when the founder/ owner retires. Agree/Disagree 7. One person makes all the important decisions for the business; others are rarely consulted because a business needs one boss. Agree/Disagree 8. Our family usually at-tempts to resolve problems when they reach the crisis stage. Agree/disagree 9. Certain business infor-mation is not shared with all members of the family. Agree/Disagree 10. The family usually re-solves conflicts internally; we rarely seek outside advice. We built the business so we know it best. If you disagreed with all 10 statements, you probably have a healthy business and a healthy related family life. If you agreed with some of the statements, you may need to do some preventive mainte-nance. Here's why: 1. Complete separation of business and family is- sues isn't possible. Some families attempt such a sepa- ration to avoid conflict, but rarely succeed. The interaction between family and business is what gives the enterprise its unique strength and personal satis-faction. The family that never dis-cusses business at home is building an unrealistic wall; the pent-up conflicts are eventually going to spill over. Instead of constructing bar-riers, set ground rules or lim- itsŠfor example, no business discussions at the dinner table. 2. Family members should understand why the firm exists; non-relatives should, too. Con-sider a company whose mission is "to provide a job for See FAMILY Page 17 The choice is yours. Whether your customers need season-long preemergence weed control by itself or on fertilizer from leading formula-tors, Team fits. Either way, you can control crabgrass and goosegrass season-long with just one application. Or even a split application, if need be, to better fit your program. Team granular also fits your high standards of annual grass weed control. University tests show it's out-standing. Team gets to the ground and stays put to form a zone of protection that keeps weeds out all season long. Circle No. 117 on Reader Inquiry Card And Team does all this without hurting your turf, including sensitive bentgrass. So spread it straight in granular form. Or spread it on fertilizer avail-able from leading formulators. Team fits your program. See your Elanco representative. Or call toll-free: 1-800-352-6776. Elanco Products Company A Division of Eli Lilly and Company ^ Lilly Corporate Center fftSft Dept E-455, Indianapolis, IN 46285, U.S.A. * Team1" Š (benefin+trifluralin. Elanco) /flfA/l ) Refer to Team label for complete use directions iŠ"jy-/ About the Author Ronald H. Drucker is a lawyer and CPA with Laventhol & Horwath, a national accounting and business consulting firm. The company, headquarted in Philadelphia, Pa. has just published a book entitled Your Family Business: A Success Guide For Growth And Survival. Teamgranular Team on fertilizer. Spread it your way. PLCAA's Doug Moody and Sandy Hensel support a new public relations program highlighting benefits of lawn care. PLCAA from page 1 Month" might also be an ex-cellent time for LCOs to plan special promotions and mar-keting activities. PLCAA can provide LCOs with news re-leases, 10 and 30 second radio public service announcements and a model proclamation for LCOs to use when approach- ing their state governor, may-ors, etc. Ł Increased PLCAA coop-eration and support with state lawn care associations, partic-ularly in conjunction with the planning and promotion of "Lawn Care Month". Hensel encouraged state chapters to participate in special storm or disaster clean-up projects and to consider sponsoring state- wide contests to recognize each state's most beautiful lawn city. This could be devel-oped into an annual program, "Lawn City U.S.A.", she said, with state associations in-volved. LCI ...If the dog bites, maybe it's a goodidea to scram ChemLawn employees have had "some serious disfiguring injuries from dog bites," ac-cording to Dr. Roger Yeary. He says that the best tech-nique for avoiding injuries from dogs is to simply avoid the yard when the beast is on the scene. And applicators ACCLAIM KILLS CRABGRASS ALL SEASON LONG. - FEBRUARY- II^Ap^pŠ Use ACCLAIM 1EC Herbicide instead of a pre. Dorit gamble that your pre will still be around -JSLI 2SMI t0 prevent crabgrass memence-skipit entirely. And in new or reSSTurf where pre's aren t an optiop, x ACCLAIM ij ideal ' £ JULY This is 1 coste Retain customers by *Mng crabgrass before ACCLAIM kills crabgrass W1^just one application turf- It's also a mmtShrlWOrrt harm W ' customers new arp pegLstenpd Lrademart.s of Roussel Uclaf S. A. ROUSSel A XLAIM® 1EC Herbicide is a safe, effective product for postemergence control of crabgrass. And you can use it anytime after the one-leaf stage. Whatever your current program, remember that no other herbicide gives you such flexibility in controlling crabgrass. Make ACCLAIM part of your lawn care service today, and keep your customers satisfied. ACCLAIM. Because your turf is always on display. Special Bonus Savings: Buy 3 gallons of ACCLAM before March 16, and get 1 gallon free. should take note if they find a dead dog in the yard. Or they should at least leave a note for the owners, if nothing else. One applicator found a dead dog, then proceeded to spray around it, and then left without leaving a note. Not surprisingly, the homeowner thought ChemLawn doused the dogŠand ChemLawn had to pay up. "That dog was stiff when the applicator got there," re-members Yeary, "but how do you explain that?" It's an easy out for many veternarians to say, 'Well, if you have lawn care that must be it'," says Yeary. However, that scenario is not being played out as often nowadays, as vets become edu-cated about lawn care by mem-bers of the industry. "I see fewer complaints about pets than I did seven years ago, and our business is much bigger now," Yeary notes. Applicators can help avoid some of these problems by using common sense. "You turn over birdbaths and pick up pets' toys," he says. LCI New Precision Seed Coaters doing business ROLL, AZŠIn order to serve the large bermudagrass seed and other grass and legume seed production industry in this area, a new company has been formed. Valley Seed Company, a di-vison of Arizona Grain, Inc., and Canadian Seed Coaters Limited, formed a joint seed coating corporationŠPreci-sion Seed Coaters. Canadian Seed Coaters, based in Brampton, Ont., be- gan commercial production in 1977. The firm, together with its parent companies, has nine wholly owned or joint venture coating plants. The parent companies are Hodder & Tolley Ltd., Palmerston North, New Zealand, and Os-eco, Inc., Brampton. Valley Seed, established in 1898, markets seeds throughout the world. The company is based in Casa Grande, Ariz and conditions and sells bermudagrass seed, hybrid pearl millet and a complete line of seeds for the southwest. Valley Seed has seed con-ditioning plants in Casa Grande, Roll and Yuma, AZ. LCI The art of application for maximum germination KENTUCKY BLUEGRASS RYEGRASS PERENNIAL MIXTURE The Ryan® Mataway® Overseeder is simply better. Better results begin with the basics, like seed calibration. An easy-to-read chart on the Mataway Overseeder tells you the exact set- ting for pounds of seed needed per 1,000 sq. ft. Just look it up, load it up, select setting, and you're ready to go. Two-inch spacing between rows gives you a dense pattern for one-pass application. Gandy® pre- cision metering and an easily re-moved disc-type seed delivery system places the seed directly into the slits for uniform seed/soil contact allowing maximum germination. The result is a lusher, thicker lawn. The Ryan Mataway Overseeder gives you the flexibility to power rake, overseed, or to do both at the same time. Call today or contact your nearest Ryan dealer for more information and a free test drive demonstration. Call toll free 1-800-228-4444 for all the details. RYAN BUILT TO LAST 9053 Cushman, P.O. Box 82409, Lincoln, NE 68501 "Cushman, Inc. 1989. All rights reserved" Contracts help LCOs get the money they're owed BY EDWARD N. TIESENGA As an attorney, the big-gest, most recurring problems faced by my lawn care clients concern cus-tomer contracts and collec- tion. When a customer is satis-fied it usually doesn't matter what contract is usedŠthe money is usually collected on time. In lawn care though there is a lot of room for misunder-standing and "slippage," espe-cially due to the non-written, multi-year nature of most lawn care "customer con-tracts." Collection rates average out at about 50 percent of the cases referred to lawyers. I think this acceptable rate oc-curs because the customers tend to be homeowners, and they are good for the money unless a serious misunder-standing or application error is involved. Written contracts A written contract is not re-Get all the yellow nutsedge and none of the innocent bystanders. Now you can really control yellow nutsedge from sod and ornamental grass*-without damaging the grass. It's simple. Just put down BASAGRAN® herbicide from BASF. No need for you to be selective. BASAGRAN does that for you. BASAGRAN is a registered trademark of BASF AG © 1988 BASF Corporation It's safe to grass and easy to use. And as effective against Basagran yellow nutsedge as anything you can buy. Always follow label directions. *Do not use on golf course greens. BASF Corporation Chemicals Division BASF quired to establish the existence of an enforceable re-lationship between you and your customer, unless you are working in New Jersey or New York. A contract is defined as an agreement that the law will en-force. Although contracts need not always be in writing, if they are, a judge may find it easier to enforce on your be-half. If you don't use written contracts in your business, you should at least define cer-tain terms of your relationship on your invoices. The average price of an an-nual residential lawn care con-tract seems to range from $120 to $180. The economic real-ities of litigating only a hand-ful of these cases per year may be grossly disproportionate to the business' return on collec- tion unless provisions are made for these enforcement costs in the initial contract with the customer. Unless there is an applicable state statute to the contrary, the American Rule of attorney fees dictates that each side pay its own fees. Collecting attorney fees, late charges and prejudgment in- terest, for example, may be im-possible unless these charges are reflected on a written con- tract signed by the customer. Invoices alone are usually deemed legally insufficient and can always be disputed, as can the very existence of a contract. Another problem with oral contracts is the difficulty of holding a customer to them on a year-to-year basis. Most lawn care companies operate under the assumption that they will continue to pro- vide service to the customer until the customer tells them to stop. This ongoing arrange-ment is also easier to enforce if it is written. Written cancellation notice The lawn care contract should clearly specify that ser-vice will continue unless and until you receive written notice of cancellation. You should also require that this notice must be sent or received a certain number of days before the next sched-uled application. (This way, when you are trying to collect an unpaid bill, the customer will be precluded from saying, "Oh, I cancelled that.") Without receipt of a writ-ten cancellation notice in your file, you can assert that they have failed to honor the writ-ten cancellation notice. If you can't predict your next application date, the notice requirement can be stated in terms of pre-deter-mined dates such as: "Cus-tomer is responsible for payment of all services, unless notice of cancellation is re-ceived within 30 days follow-ing the last application." Attorney fees and costs As previously discussed, the relatively small margin on in-dividual residential lawn care contracts underscores the im-portance of including terms giving you the right to have attorney fees and court costs paid by the customer if they force you to sue for payment. Because most lawn care customers tend to own their own homes, a high proportion of non-payers will respond to a collection letter from your at- torney. For those who do not, you may have to sue them to compel payment. Attorney fees and court costs can be high, and can only be shifted onto the non- paying customer by the terms of your written contract. The courts will generally enforce attorney fee agree-ments if they are reasonable and in writing and agreed to at the beginning of the con- tractual relationship. Written notice of problems Customers often remember problems with your service only after they receive a collec-tion letter. This can be several months after the service, and in some cases a year or more after the service (by the time you give up trying to collect and hand it over to your attorney). Complaints range from "they burned my lawn" to "chemical reactions killed my pets" to "they never came and I know, because I was in the house all morning on the day they said they supposedly came." Most of these problems can be avoided if the contract pro- vides that written notice of any service problems must be delivered within a finite num- ber of days, say, 7 to 10 days after the service is performed. This works well when a bill-ing memorandum or other evi-dence of service is left with the customer. An alternative would be to require notice of a service problem within 7 to 10 days of receipt of the invoice. Regardless of the exact de-tails you put in your contract (which should be repeated on each invoice and statement), the outcome is the same: Real problems will surface earlier, when you have a chance to cor-rect them. This mechanism is consis-tent with the legal concept of "opportunity to cure," well known in commercial law, whereby a merchant under cer- tain circumstances is not forced to refund money for a product unless he or she is first given an opportunity to cure an alleged defect with that product. With lawn care, the reason-ing applies to prohibit a cus-tomer from failing to pay when he or she did not give the LCO an opportunity to cure an al-leged defect in a timely manner. This is particularly impor-tant in an industry directly tied to the whims of nature Attorney fees and court costs can be high. and seasonal changes. Rather than have to engi-neer this argument after the fact, put it in your contract beforehand. Eliminating dubious ex-cuses from potential non-pay-ing customers at the beginning of the relationship is the sort of "preventive law" that can be accomplished through a written contract. Posting Placing flags or signs on a lawn after each application is tangible evidence of your per-formance of the contractual bargain. Duplicate records by the LCO will corroborate this ac-tion. If you can establish that this is your routine procedure, testimony to that effect should be admissible in court to help overcome the defense of "I never saw them, and I know, because I was there all day." Part of the profitability of lawn care is keyed to the fact that it doesn't take long to per-form each application. For the same reason, it's easy for the homeowner to fail to see the application being performed. Conclusion Contracts won't solve all of the many problems of the lawn care business, but they will help avoid inadvertent and de-liberate customer misunder- standings. Now that we have discussed the role of the contract in some detail, the next challenge is implementing this document in your business. If you don't have a serious collection problem, the bother may outweigh the benefit. If there is room in your business for the use of lawn care customer contracts, the document should be tailored to fit your particular needs in consultation with an attorney. LCI About the Author Edward N. Tiesenga is a lawyer with Hoogendoorn, Talbot, Davids, Godfrey and Milligan in Chicago, III. He serves a number of lawn care industry clients. ŁRoundup is a registered turf performers. ŁFirst-rate disease and weed control demands a professional's touch. And here are the T\irf Care products that have what it takes. Daconil 2787.® The cornerstone of a professional spray program. Daconil 2787 is economical to use and the most effective, broadest-spectrum turf fungicide on the market. Controls 12 major turfgrass diseases. Available as a flowable or wettable powder formulation. Daconil 2787® WDG. A new water-dispersible granular formulation that is virtually dust-free. Pouring and mixing are fast and easy. The 5-lb. reclosable container means better handling, storage and disposal. Dacthal.® The preemergence herbicide that consistently delivers superior broad-spectrum control of crabgrass, spurge and 22 other tough annual grasses and broadleaf weeds. Available as a flowable or wettable powder formulation. Daconate® 6. The proven postemergent herbicide. Highly effective against pesky weeds such as crabgrass. (Sold as Bueno® 6 in western states only.) 2 Plus 2 (MCPP + 2,4-D Amine). As effective as it is economical against more than 20 hard-to-kill broadleaf weeds such as clover and dandelions. Contains no dicamba. FVigate® adjuvant. The only product specifically formulated to enhance the performance of Roundup* for control of perennial and annual weeds. Fbr turf renovations and non-cropland use, too. When it comes to turf care, you'll see the difference in the professional's touch. Fermenta ASC Corporation, 5966 Heisley Road, P.O. Box 8000, Mentor, OH 44061-8000. TheThrf Care" pros. stered trademark of Monsanto Company. Always follow label directions carefully when using turf chemicals. JL Recognition can mean more to employees than pay Mike Hiller: Companies should provide timely and proper recognition to workers. COLUMBUS, OHIOŠDo you as manager have a sense of how happy your employees are working for you? If not, you have little control over how long they'll stick around. Ed Wandtke and Mike Hiller, consultants with Co-lumbus-based All Green Man-agement Associates, offer tips on motivating employees. Hiller is a former marketing director of Perf-A-Lawn Corp., New Carlisle, Ohio. Managers must first realize that what motivates them as managers is not what neces-sarily what motivates employ-ees. "What gets your motor running is not what neces- sarily excites your employ-ees," Hiller says. "You're two different cats." Hiller says that for employ-ees, recognition is often more important than pay, even though the employees won't say so if asked. Plaques and certificates for a job well done will make em-ployees very happy, particu-larly if they are older employees. He says cash is usually more important to younger employees who are often at the lower end of the pay scale in the company. Hiller says employers must be aware of the work "hygiene factors"Šcompany work pol-icies, working conditions, atti-tude of management, interper-sonal relationships, pay, status and security. "These things are only im-portant if you don't have them," meaning they have the capacity to dissatisfy the em-ployees if they're missing. They will not, however, moti- vate the employees. To motivate employees, the management must have pro-grams that provide timely and proper recognition. When to use incentives Incentive plans are pro-grams that reward employees for performance beyond what is expected of them, Wandtke says. Employees should not be given extra rewards for doing what is expected of them. Bonuses for incentives, there-fore, are not part of the com-pany's regular budget. Employees should have it spelled out for them what is expected of them. An incen- tive plan should spell out what extra efforts will earn extra re-wards. An incentive program that fails to accomplish this goalŠ rewarding for performance beyond what is expectedŠcan do more harm than good. Wandtke relates the story of the lawn care company opening a new branch that of-fered service technicians $10 for every customer above a minimum amount. The prob-lem was that the minimum was way too low for what should have been expected for a new branch in the particular market area. The company ended up paying out $9,000 in incen-tives for a total of 8,000 cus- tomers beyond the minimum expected 2,000. Wandtke gives the follow-ing tips on incentive plans: Ł They should be designed not just to increase revenue, but to increase operating effi-ciency as well. Ł They must be specificŠ the employee must know ex-actly what he is expected to doŠand it must be in writing. Ł There should only be one incentive plan in place at a given time and it should have a distinct beginning and end. Ł Cash rewards, when given, should not be included in an employee's paycheckŠ the incentive should be given in cash. "Don't let incentive plans carry on too long," he says. New customer acquisition, for example, will not be the com-pany's goal all year long. LCI Wild birds don't drop weed seeds KANSAS CITY, MO Wild birds don't spread noxious weed seeds said the Wild Bird Feeding Institute this winter. "True seedeaters crush es-sentially all seeds they eat in their gizzard," said Gregory Butcher, director of bird popu-lation studies at Cornell Labo- ratory of Ornithology. He added that "other seed-eaters hull most seeds they eat; hulled seeds are easily digested and do not survive." Dr. Butcher concluded, "Since most weed seedeaters digest all seeds they eat, dispersal of seeds is the exception. LCI NQ1 f|1 CHOICE OF ^ I TOP OPERATORS White PVC Performance SPRAY HOSE Ł Rated 600 PSI working pressure, 2400 PSI Burst Features a tough, solid, PVC Tube with 2 layers of criss-cross spiral reinforcement. Available in 300' and 400' Continuous Lengths, 3/8" and 1/2" ID. il green p garde At Your Distributor or Call Us at (708) 593-6464. ENCAP PRODUCTS COMPANY P.O. Box 278, Mt. Prospect, IL 60056 Circle No. 120 on Reader Inquiry Card With The Andersons choice of Tee Time fertilizers plus TEAM and DURSBAN, you get to have it your way! Combine quality-formulated The Time fertilizers with the proven performance of TEAM pre-emergence herbicide and DURSBAN turf insecticide. The result is a single application product that provides active triple duty. The Andersons Tee Time 25-3-8 and 19-3-8, each with TEAM and DURSBAN, are now available at your nearby The Time distributor. Or you can have it your way with a custom blend fertilizer/TEAM-DURSBAN combination product made to your specifications in our state-of-the-art plant. The Andersons lineup of performance-proven lawn care products is available in your area from one of our quality distributors. For the name of your local Tee Time dis-tributor or for more information, call toll free: I-800-22S-ANDY (2639) the professional's partner" Andersons ® TEAM and DURSBAN are trademarks of DowElaneo © 1990, The Andersons Circle No. 104 on Reader Inquiry Card AMERICAUST & The names, numbers and know-how to% help you reach more prospects, faster!% CONSULT US FREE! AMERICAUST-1 -800-321 -0448 1-800-321-4911 (In Ohio) Ł 8,000,000 Business phones on file Ł 70,000,000 Residential phones Ł Tailored to your needs: cards, tape or diskette Ł Send us your list to append phone numbers, verify or update or send us phone numbers to append name and address AMERIDI AL-1 -800-445-0421 Ł Outbound from 50 computerized stations Ł Autodialing cuts wasted calls, doubles our speed so you save Ł Your message and our live voices make a winning combination Put fifty years of direct-marketing experience on your team! We've been helping America sell thingsŠand raise funds, tooŠsince 1932! AMERIDIAL Complete Telemarketing Services FAMILY from Page 11 anyone in the family who needs one." Such a policy tells both non-family members and hard-working relatives that personal effort really doesn't count for much. Now consider a company whose goal is to increase sales or market share by a certain percentage, or to double its size in five yearsŠgoals that require hard work and team effort by family and non-fam-ily members alike. If family members agree on and understand objectives like these, the family-owned lawn care business has a head start. Loyalty and the willingness to sacrifice for the common good are powerful family val- ues that can enhance the com-petitiveness of a business. But the advantage is lost unless the goals are clearly and specifi- cally defined and make "good business sense." 3. Work satisfaction is important, whether the business is family owned or not. Like any employee, a family member who is not rea-sonably content with his or her 'job is not going to reach full potential with the com-pany. Try to uncover the source of the person's dissatisfaction. A son or daughter might say, "I just don't like the lawn care business." Often this means, "I don't have enough (or I have too much) responsibility." Almost every business of-fers a variety of jobs to match an individual's talents and ap-titude. Discuss the situation with the family member to de- termine whether another posi- tion, or a revised job description, might solve the problem. 4. Change is inevitable; learn to anticipate it, wel-come it, use it. In a family, resistance to change can be a strength; the objective is to keep the family unit intact. In the lawn care business, unwillingness to change can be fatal. Businesses must adapt to changing market condi- tions, develop new products or services, experiment and take risks. In short, businesses need to grow. The family leader has the responsibility to encourage in- novation and to manage and direct growth. Individuals usually respond better to change when they understand the need for it and have the opportunity to provide input. 5. Everyone needs feed-back. Family business leaders have to monitor the profes-sional performance of their relatives just as they do other employees. Of course, performance evaluation is a delicate task when the employee in ques- tion is a son or daughter. Evaluations based on writ-ten job descriptions and per-formance criteria can make the task of objective evalua-tion easier, and can lessen the potential for family conflict over who's doing or not doing his of her job. EmployeesŠfamily and non-familyŠwant and need to know how they're doing. 6. The succession plan should be known and un-derstood. Just as family members need to understand and agree on the business' goals, they need to understand and agree on what will happen when "Dad" dies or retires. It is understandable that a founder/owner may avoid fac-ing the fact that he or she is not immortal. But ignoring the inevitable can lead to devastating per-sonal and business con- sequencesŠfor example, sib-ling rivalries that result in the loss of lawn care clients. Family businesses should have a succession plan that provides for the selection, training and installation of a new generation of manage-ment. Family members who have input into the plan are more likely to understand and support it. 7. Dictatorship doesn't work. Family-business owners are often entrepre-neurs who like to run the whole show. So what's wrong with that formula, if it works? Nothing, in the early stages of business formation. But as the enterprise grows, sharing responsibility becomes a prac-tical necessity. The LCO who reserves all power to himself or herself will be seen as a tyrant by other family members who also have a genuine stake in the com-pany's success. On the other hand, an owner who distributes power and responsibility appropri- ately will enhance each family member's motivation and pro-ductivity. 8. Families should have systems in place to pre-vent problems from be-coming crises. Lines of communication Š regular family meetings, for exam-pleŠare the basis for a prob-lem-resolution system. Get the family to agree on a mission statement, strategic and management plans and a succession plan. The family can then resolve disputes with less acrimony by referring to agreed-upon pol- icies. 9. Secrecy erodes team spirit. In a family business, it's common for a founder/ owner to keep information to himself or herself. Whatever the reason for se-crecy, it can nevertheless erode that sense of team spirit that gives the family business its unique strength. LCI When it comes to grubs, it's not enough just to sup-press them. PERCENT OF GRUBS CONTROLLED insects combined. Better yet,once Triumph® applied to the soil, is changing all that. Unlike Triumph keeps on working for up to 10 weeks, depend-grub damage. And protect you from losing what profits you have made to callbacks. W . Compiled from 18 . . , You want -i*Ž*/mostinsec- ing on the target to squash them, ticides, which are Pulverize them, unpredictable at Grind them into best, Triumph dust. Send the lit- has been proven in testing to consis-ts buggers to the root zone eternal, over ten And who could blame you? After all,this one creature has prob- tently rid ably baffled more turf of over turf professionals, 90 percent made a mockery of more chemical years of Ł Ł -WEm 7/ P of grubs pres-ent. And within WfdHfe V yH . J Tj 1 company claims, just 2-3 days of than all other turf application. HOW TO SQUASH A GRUB. c So one pre-ventive application in late summer or To find out more, contact your turf products distribu-early fall is all that's tor or Ciba-Geigy needed to protect representative, turf from costly TRIUMPH © 1990 CIBA-GEIGY Corporation, Turf and Ornamental Products, Box 18300, Greensboro, NC 27419. Always read and follow label directions. For retail sale to and use only by certified applicators or persons under their direct supervision, and only for those uses covered by the applicator certification. Dean: More rules not answer for pesticide overuse ITHICA, N.Y.ŠThe recent Public Citizen's Congress Watch report on lawn pesticides highlights serious public concerns about pesticide use, but fails to pro- vide forward-looking solu-tions based on available and emerging research, said David L. Call, dean of Cornell Uni-versity's College of Agri-culture and Life Sciences. Keep Off The Grass, the re-port from the Washington-based consumer and environ-mental group, criticized the way the federal government reviews lawn pesticides, rated states' regulation of the lawn care industry as generally in- adequate, and proposed rec- ommendations for state and federal action. Call saluted the report's ob-jective of curbing unnecessary or unsafe pesticide applica-tions on turfgrass, but ex- pressed reservations about what he termed incomplete data, overreaching interpreta-tion and scientifically unsup- ported conclusions While saying that the report con- tains some excellent recom-mendations, Call said the overriding problem with the Public Citizen's Congress Watch report was that it re- sponds to the problem of ex-cessive pesticide use by seeking more regulation. "There's an important role for federal and state oversight, but we must realize that the care and feeding of a bu-reaucracy to implement, mon- itor and enforce another code of regulations will not be inex- pensive," Call said. Although he faulted the report for failing to consider how pesticide use can be cut bv research and ed-ucation as well as by regula-tion, he expressed hope that public reaction to the report will focus greater emphasis on research and public education. Call, referring to the 1988 New York State Integrated Pest Management Program's annual report, said that in commodity after commodity, applied research and sound ed-ucation have led to the adop-tion of integrated pest management (IPM) recom- mendations and techniques. "Experience tells me that this voluntary adoption pro- cess is ultimately more bene-ficial to society than modify-ing behavior through coercion and threats," he said. "I'm op- timistic that the report will encourage consumers to seek more information and ask lawn care companies to use more modern practices." He added that he expects it to stimulate lawn care com-panies to adopt IPM turf grass practices now available from Cornell and other research in-stitutions. Public Citizen is reason-ably concerned with the abil-ity of lawn care applicators to knowledgeably and safely use chemicals and fertilizers, Call continued. The report ac-curately noted that New York does not mandate universal applicator training and test-ing, but Call said it is mislead- ing to rate the state efforts as "inadequate".State Depart-ment of Environmental Con- servation (DEC) regulations require all commercial pesticide applicators to func- tion under direct supervision of a certified applicator. Working together, DEC and Cornell Cooperative Exten-sion trained 3,161 commercial applicators and 1,067 private applicators in 1988 who then successfully passed written ex- aminations to earn state cer- tification. In addition, DEC offered many re-certification courses in 1988, said state pesticide control specialist Richard Hager. Call concurred with Public Citizen's recommendation that Congress appropriate ad- ditional funds to the Environ-mental Protection Agency's IPM unit, but expressed dis-may with the report's asser-tion that few states promote or encourage the use of non-chemical alternatives to pesticides. "That assertion simply is not true," said Call. "In fact, a national conference of IPM researchers was held late last month to share findings on non-toxic pest control strat-egies where chemical pesticides are viewed as the choice of last resort," he said. Cornell has been concerned with the volume of pesticides being used and has sought pest control strategies that rely less heavily on chemicals since it IPM research began in the early 1970s. With funding from the state Department of Agriculture and Markets over the past three years the pro- gram has expanded its focus to reduce pesticide use on vegeta-bles, dairy and field crops, fruits, ornamentals and turf grass. "I'd like to extend an open door to Public Citizen and other citizen groups to come to Cornell and visit the future," Call said. Cornell's IPM turf grass efforts have focused on Introducing Tempo R>r Home Lawns And Ornamentals. Use new TEMPOŽ 2 ornamental insecti-cide and it will become your new standard of measure for all other insecticides. New TEMPO is the first affordable pyrethroid labeled for both ornamentals and home lawns. Better yet, it treats the same area as effectively as the leading insecticide, but with 80% less active ingredient. And that's a sizeable difference. Weigh the alternatives. New TEMPO uses approximately 80% less active ingredient than the leading insecticide. Which means there's approximately 80% less chemical for you to carry around. And 80% less chemical to impact the environment. HowTo Size Up Measure the effectiveness. TEMPO is a broad-spectrum, advanced- generation pyrethroid. In simple terms, TEMPO effectively con-trols the surface-feeding insects attacking your customers' lawns. Plus, TEMPO controls the toughest ornamental pests. So using TEMPO eliminates the need to stock several different insecticides. TEMPO effectively controls surface-feeding pests like cutworms, armyworms, chinch bugs, and sod web worms. Here's another good reason to put TEMPO in your tank. More and more of your customers have a growing concern about Lyme disease. TEMPO effectively controls the deer tick which carries the Lyme disease vims. Calculate the cost. TEMPO is the first affordable pyrethroid labeled for use on home lawns. Better yet, it's competi-908359 developing cultural, monitor-ing and biological-control techniques to eliminate calen-dar-based preventive pesticide applications and to reduce total pesticide use, according to turf grass science Assistant Professor Norman W. Hum-mel Jr.. "With the informa-tion we have right now, we can cut pesticide use on lawns and other turf grass areas by at least 25 percent with no com-promise in quality," he claimed and went on to ex-plain the three kinds of IPM techniques: Ł Cultural Practices. Homeowners can establish and maintain lawns without pesticides, Hummel said. His 19 paper "Lawn Care Without Pesticides," explains that suc-cess depends upon selecting grass varieties for disease and insect resistance and using mowing, watering and fertil- ization techniques developed for residential lawns. Over the last three years, for example, Cornell researchers have con-ducted field trials without pesticides in upstate New York and Long Island with more than 300 varieties of turf grass. At least 40 varieties show excellent potential for natural resistance to diseases and insects, he noted. Ł Monitoring Practices. By actively monitoring turf grass for insect infestations, resi-dential and commercial lawn managers can eliminate pre-ventive pesticide applications and use pesticides only when destructive insects are present in large numbers or are at a vulnerable stage in their life cycle. A pilot project con- ducted in 1988 by Cornell IPM associate Gerard W. Ferren- tino demonstrated that pre-ventive fungicide spraying is not necessary to control all golf course turf diseases. Pesticide use was reduced by up to 85 percent where treat-ment decisions were based on frequent visual observations and correct disease diagnosis. New York has more than 800 golf courses covering 80,000 acres, according to Ferrentino. Use of a naturally occurring sex scent, called a pheromone to lure unsuspecting cutworms to traps is another IPM tech-nique being tested in monitor-ing insect populations, Hum-mel said. In another 1988 experiment, graduate assis- tant James Skorulski tracked weather data, including tem-perature, humidity and pre-cipitation, to test its value as an aid to forecasting turf grass diseases. Diagnostic kits that mea-sure the presence of disease or-ganisms in a few blades of grass also show promise as an early detection tool to help golf course and institutional turf And 80% less chemical means fewer handling, mixing, and disposal hassles. In addition, TEMPO tank mixes with most fungicides and fertilizers. Analyze the safety. TEMPO has a very low mammalian toxicity. So TEMPO offers maximum safety for your customers and your employees. TEMPO is not a cholinesterase inhibitor like other insecticides. So you don't have the chore of constantly moni-toring your applica- tors. And you don't have the applicator downtime caused by cholinesterase depression. Add it all up. Effective broad-spectrum control on both lawns and ornamentals. Reduced handling, storing, and disposal. Reduced potential for exposure to your customers, TEMPO reduces exposure to your customers, your employees, and the environment. Yom Insecticide. tively priced with what you probably use right now. So with TEMPO, you get the latest advancements in insect control for the same price of the older insecticides. Gauge the work involved. TEMPO uses 80% less active ingredient than the leading insecticide. So, TEMPO takes up 80% less storage space, both on and off the truck. your employees, and the environment. Plus, TEMPO has virtually no odor. And it's competitively priced. Now contact your Mobay distributor or Mobay representative. Then compare insecticides. We think you'll find that new TEMPO has some sizeable advantages. Mobay Corporation A Bayer USA MC COMPANY TEMPO uses 80% less active ingredient than the leading insecticide. TEMPO is a TM of Bayer AG. Germany ©1990 Mobay Corporation Bayer Specialty Products Group Box 4913, Kansas City, MO 64120 Too much spraying? grass managers avoid unnec-essary pesticide use, Hummel said. Ł Biological Controls. To date, microorganisms, includ-ing at least 250 viruses, 80 bac-teria, 460 fungi and 250 protozoans, have shown them-selves capable of introducing diseases to destructive insects, according to Cornell ento-mologist Michael G. Villani of the New York State Agri- cultural Experiment Station in Geneva. Several already are commercially available, and others are in research and demonstration trials as poten- tial IPM alternatives to pesticide use. Grubs are the prime con-cern of turf grass managers in the Northeast; control of Jap-anese beetle larvae cost Amer-icans $78 million for pesticide control and another $156 mil-lion to replace damaged turf in 1983, according to Villani. A bacteria known as milky spore is commercially available to control Japanese beetle larvae, but the Central Atlantic strain is not hardy enough to with-stand New York winters. Cor-nell IPM researchers are working on milky spore strains suitable to New York's climate. Another biological control, known as BT, is now commer-cially available to control cat-erpillars, including the ar-myworm, cutworm and sod webworm. According to Vil-lani, research at a number of universities is seeking a strain of BT that will work against grubs. Cornell plant pathologist Eric B. Nelson has found that composted organic wastes have the potential to suppress turf grass diseases such as dol-lar spot and brown patch with-out the use of pesticides. The technique may be able to elim-inate four to seven fungicide applications over a two-month period and help alleviate the state's waste problem. Nelson also pursues genetetic engi-neering to design strains of bacteria to fight turf grass dis- eases. LCI developing cultural, monitor-ing and biological-control techniques to eliminate calen-dar-based preventive pesticide applications and to reduce total pesticide use, according to turf grass science Assistant Professor Norman W. Hum-mel Jr.. "With the informa-tion we have right now, we can cut pesticide use on lawns and other turf grass areas by at least 25 percent with no com-promise in quality," he claimed and went on to ex- plain the three kinds of IPM techniques: Ł Cultural Practices. Homeowners can establish and maintain lawns without pesticides, Hummel said. His paper "Lawn Care Without Pesticides," explains that suc-cess depends upon selecting grass varieties for disease and insect resistance and using mowing, watering and fertil- ization techniques developed for residential lawns. Over the last three years, for example, Cornell researchers have con- ducted field trials without pesticides in upstate New York and Long Island with more than 300 varieties of turf grass. At least 40 varieties show excellent potential for natural resistance to diseases and insects, he noted. Ł Monitoring Practices. By actively monitoring turf grass for insect infestations, resi-dential and commercial lawn managers can eliminate pre-ventive pesticide applications and use pesticides only when destructive insects are present in large numbers or are at a vulnerable stage in their life cycle. A pilot project con-ducted in 1988 by Cornell IPM associate Gerard W. Ferren-tino demonstrated that pre-ventive fungicide spraying is not necessary to control all golf course turf diseases. Pesticide use was reduced by up to 85 percent where treat-ment decisions were based on frequent visual observations and correct disease diagnosis. New York has more than 800 golf courses covering 80,000 acres, according to Ferrentino. Use of a naturally occurring sex scent, called a pheromone to lure unsuspecting cutworms to traps is another IPM tech-nique being tested in monitor- ing insect populations, Hum- mel said. In another 1988 experiment, graduate assis- tant James Skorulski tracked weather data, including tem- perature, humidity and pre- cipitation, to test its value as an aid to forecasting turf grass diseases. Diagnostic kits that mea-sure the presence of disease or- ganisms in a few blades of grass also show promise as an early detection tool to help golf course and institutional turf And 80% less chemical means fewer handling, mixing, and disposal hassles. In addition, TEMPO tank mixes with most fungicides and fertilizers. Analyze the safety. TEMPO has a very low mammalian toxicity. So TEMPO offers maximum safety for your customers and your employees. TEMPO is not a cholinesterase inhibitor like other insecticides. So you don't have the chore of constantly moni-toring your applica-tors. And you don't have the applicator downtime caused by cholinesterase depression. Add it all up. Effective broad-spectrum control on both lawns and ornamentals. Reduced handling, storing, and disposal. Reduced potential for exposure to your customers, TEMPO reduces exposure to your customers, your employees, and the environment. \bur Insecticide. tively priced with what you probably use right now. So with TEMPO, you get the latest advancements in insect control for the same price of the older insecticides. Gauge the work involved. TEMPO uses 80% less active ingredient than the leading insecticide. So, TEMPO takes up 80% TEMPO uses less storage space, both 8(Ffthreading mSS^ on and off the truck. your employees, and the environment. Plus, TEMPO has virtually no odor. And it's competitively priced. Now contact your Mobay distributor or Mobay representative. Then compare insecticides. We think you'll find that new TEMPO has some sizeable advantages. Mobay Corporation ABAYEF USAWC COMPANY TEMPO is a TM of Bayer AG, Germany C1990 Mobay Corporation Bayer Specialty Products Group Box 4913, Kansas City, MO 64120 grass managers avoid unnec-essary pesticide use, Hummel said. Ł Biological Controls. To date, microorganisms, includ-ing at least 250 viruses, 80 bac-teria, 460 fungi and 250 protozoans, have shown them-selves capable of introducing diseases to destructive insects, according to Cornell ento-mologist Michael G. Villani of the New York State Agri-cultural Experiment Station in Geneva. Several already are commercially available, and others are in research and demonstration trials as poten- tial IPM alternatives to pesticide use. Grubs are the prime con-cern of turf grass managers in the Northeast; control of Jap- anese beetle larvae cost Amer-icans $78 million for pesticide control and another $156 mil-lion to replace damaged turf in 1983, according to Villani. A bacteria known as milky spore is commercially available to control Japanese beetle larvae, but the Central Atlantic strain is not hardy enough to with- stand New York winters. Cor-nell IPM researchers are working on milky spore strains suitable to New York's climate. Another biological control, known as BT, is now commer-cially available to control cat- erpillars, including the ar-myworm, cutworm and sod webworm. According to Vil-lani, research at a number of universities is seeking a strain of BT that will work against grubs. Cornell plant pathologist Eric B. Nelson has found that composted organic wastes have the potential to suppress turf grass diseases such as dol-lar spot and brown patch with-out the use of pesticides. The technique may be able to elim-inate four to seven fungicide applications over a two-month period and help alleviate the state's waste problem. Nelson also pursues genetetic engi-neering to design strains of bacteria to fight turf grass dis- eases. LCI Too much spraying? Green industries invest in program, reap graduates PLATTSBURGH, NYŠGreen industry companies in north-eastern New York designed a work-study program at Paul Smith's College in Adirondack Park to create a pool of trained employees. The program gives students on-the-job training in aboriculture, turfgrass management and landscape installation. Companies such as Chem-Lawn Services Corp. and the F.A. Bartlett Tree Expert Co. provide field training and fi-nancial support for the pro-gram. "Basically, the industry brought to our attention the need for such a program," says Grover Katzman, associate professor of forestry at the col-lege. "They were crying out for trained, educated people in the field, but there was an incredi- ble shortage of people with the knowledge and experience re-quired to fill all the jobs." Michael Simmons, tech-nical representative for Tree Inject Systems, a J.J. Mauget distributor, agrees. "We see a tremendous shortage of skilled labor in the future unless we can attract more young peo-ple." The program, started in 1986, is operated under the college's forestry department under the title, Urban Tree Management. Its advisory board consists of seven indus- try representatives, including ChemLawn, Bartlett and the National Arborist Associa-tion. The companies have also been helpful providing equip-ment, Katzman notes. "Not only did they tell us what type of courses we should include, but they also made sure that the program became a reality by donating the equipment needed to properly teach this program." About 100 different firms have donated equip-ment, Katzman says, a total investment of about $40,000. The students care for trees and turf areas along the streets and in the parks of the city of Plattsburgh, areas not ser-viced by private companies. The project began with a tree inventory with 316 trees being examined for insects, diseases and dangerous limbs. Then the students began pru-ning, cabling, landscape con- struction, insecticide and fungicide applications, fertil-Kentucky bluegrass Another fine, quality controlled product of Jacklin Seed Company U.S. Plant Patent 3151 Canada License No. 2133 ization, aeration and removal of dead and dangerous limbs. Industry reps chipped in with training seminars. LCI Tips given for shaded turfgrass RICHMOND, VAŠManaging lawngrass in shaded areas can be made easier by using an ap- propriate mixture of cool-sea-son turfgrasses. The ideal mixture in the transition zone, according to one specialist, is: five pounds tall fescue, one pound Kentucky bluegrass and one pound fine fescue. Dr. Arthur Bruneau of North Carolina State Univer-sity says that selecting shade-tolerant, cool-season cultivars is the first step in managing turf in shaded areas. Bruneau says: Ł Provide for air flow. Ł Prune low branches in the area. Ł Selectively prune high branches. Ł Raise the mowing height. Ł Periodically prune the roots. Ł Minimize traffic in the area. Ł Remove fallen leaves. Ł Irrigate deeply and fre-quently. Ł Minimize nitrogen and maximize potassium. Ł Monitor disease activity. LCI Bruneau: Use the right mixture. NUS is offering industrial risk safety programs GAITHERSBURG, MDŠNUS Corp., an engineering and en-vironmental consulting firm, has formed an industrial safety group to help com-panies with risk management programs. "NUS specialists provide clients with a full-service, co- ordinated team that can de- velop and implement pro-grams to safeguard the health and safety of employees and the community while protect-ing the environment," says Roy Denham, vp of the indus-trial safety group. NUS, 910 Clopper Road, Gaithersburg, Md. 20878. Phone: (301) 258-6000. LCI When you need color and turf density Š Glade. It does the job in sun and up to 60% shade. Widely accepted as the improved sun and shade bluegrass variety, Glade gives you confidence that your turf will perform beautifully Š excellent texture, pleasing green color, and offers improved disease resistance. For a healthy turf in sun or shade, insist on glade in every mix Š from your local wholesale seed distributor. When Rick Steinau moved up to theperformance of TURFLON, his customers gave him a big thumbs-up. V > ŁHV.R:-"TURFLON* herbicides give us about 95% control of problem weeds. The standard three-way products give control in the 80-85% ranger-Rick Steinau, president Greenlon Lawn Care Services Cincinnati, OH In the lawn care business, you know that exceptional perfor-mance reduces callbacks and cancellations-and costs less in the long run. Less callbacks. "We started using TURFLON three years ago," explains Rick Steinau. "TURFLON simply does a better job on the hard-to-control weeds like spurge, oxalis, ground ivy and wild violets. These are the problem weeds that customers usually complain about most. With TURFLON, we've seen a 25% reduction in weed-related callbacks and a 15% drop in cancellations." More savings. "We are definitely saving money by using a premium herbicide," continues Rick. "We know that a treatment with TURFLON costs about 50: Pill H m] m m "Our customers expect and demand quality -and we deliver. If it costs an extra 50C a lawn to keep customers, it's well worth it."-Bob Kapp, President and CEO Kapp's Green Lawn Munster, IN How much is customer satis-faction worth? For Bob Kapp of Kapp's Green Lawn, it's worth the performance difference that TURFLON* herbicide can provide. What price customer satisfaction? "We switched to TURFLON two years ago because we weren't pleased with our previous her-bicide," says Bob Kapp. "Cost has never been a deciding factor in the products we use. The extra 50