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Insider’s Tour of Cagwin & Dorward
Presented by
Steve GlennonPresident, CEO, COO
Overview of Our Company
History
• Established in 1955 by Tom Cagwin and Dave Dorward• Originally a Construction Company
• Incorporated in 1961 in State of California• Landscape Maintenance Business Unit formed in late 1960’s• Tree Care Business Unit formed in 1999• Water Management Business Unit formed in 2005• Sustainability Manager was appointed in 2009
Overview of Our Company
Business
Definition
Cagwin & Dorward is a full service landscape provider specializing in
landscape construction, maintenance, tree care, water management
and environmental restoration for commercial, municipal and
residential customers.
We are positioned throughout Northern California with 14 service dispatch yard-offices, encompassing the Greater San Francisco Bay Area, from Sonoma County in the north, south to the Monterey Peninsula, and east to the Sacramento and Central Valley regions.
We serve our customers in a customer-centric way.
Overview of Our Company
Customer
Centricity
Building on Tom & Dave’s original philosophy: “To serve the customer first and foremost”, C&D Leaders strategized in 2003 and chose Customer Centricity as our market leadership direction – a strategic choice to place even greater focus on the customer.
Customer Centricity means our business is built around, and tailored to our customers’ specific needs.
Cagwin & Dorward’s Structure
Business
Units
•Our Integrated business unit sales working as a cohesive force is paramount to our company’s success•We did-away with the term “department”, instead we use Business Unit. A unit is part of a whole•Our Business Units are structured to be each other’s resources•Team-Selling approach
Cagwin & Dorward’s Structure
Safety•Focus & Communication•52-week Safety Tailgate Training Events•Daily Safe Start
•Recognition & Rewards
Cagwin & Dorward’s StructureEnvironmental Focus and Sustainability
Environmental Vision Statement:
“Becoming part of the solution… by committing to preserve the
beauty that surrounds us, and to heal our planet for future
generations”
We recognize that our customers are becoming more focused on sustainability and using less resources, and as steward of the environment we can play a part in that.
Our Sustainable Solutions include:
•Organic weed and pest control•Soil health development•Conversion from turf to climate-
appropriate plants
Cagwin & Dorward’s StructureWater Management & Conservation
Water is one of our most precious natural resources. It is also
vital to our industry. With environmental stewardship in mind,
fueled by the current drought in California; we are focused on
helping our customers save water.
Our Water Management includes:
•CLCA Certified Water Managers Program•Case Studies: Success for our customers -reducing landscape water consumption by between 20% to as high as 69%.•Technology: in-line drip, MP rotators, SMART controllers•Recommendations: Turf elimination, climate-appropriate plants
Mission ~ Vision ~ ValuesOur Mission:
The people of Cagwin & Dorward continue to succeed by:•Bringing innovations to our work•Honoring our customers and fellow employees
•Enhancing our communities and the environment safely
• Integrity • Courage
• Honor • Pride
• Commitment • Fun
Our Core Values:
Our Vision:“An extraordinary customer experience created by outstanding people”
From our first $1 to $32 millionHow C&D Maintains Success:
Customer Focus – We’ve polished our strategy over
the years, but our goals around focusing on the customer
remain unchanged.
• Develop long-term relationships with customers• Providing a high-level of customer service and response• Provide a full-scope of service
From our first $1 to $32 millionHow C&D Maintains Success:
Customer Focus: We asked our customers what they want to
see from an ideal relationship with us. We were able to
condense all their answers into five basic needs.
• I need to see my manager
• I need you to be proactive
• I want to get what I’m paying for
• Treat me as if I am your only customer
• Identify and fix my problems quickly
The 5-key customer needs:
From our first $1 to $32 millionHow C&D Maintains Success:
Employee Focus – Each employee is a touch-point, and is
empowered to meet the customer’s needs, while having a
strong sense of pride in their work and support from the
company.
• Employees are treated as “internal customers”• Recruiting Talent• Education and Training
• Recognition and Reward• Employee Morale
From our first $1 to $32 millionHow C&D Maintains Success:
Employee Focus – Because of C&D’s commitment to our employees and providing value for our customers; we maintain a very high employee retention rate.• Benefits, Bonus Program, Potential for upward mobility• Workforce longevity• Succession Plan, EARS Program
From our first $1 to $32 millionHow C&D Maintains Success:
Company Focus – We believe a way to engage employees in company goals is to adopt an open-book management. Our employees are informed of our financial results monthly. This helps employees continue to support revenue development, and provides ongoing incentive towards bonus goals.
As part of the provided financial report these key performance indicators are measured and shared:
• Sales Goals• Job Costing
• Growth/ Profit• Man-Hour rate
From our first $1 to $32 millionHow C&D Maintains Success:
Company Focus – Our competitive edge is our “one-stop
shop”. Our full scope of services makes it easy for
customers to do business with us.
We proactively provide suggestions for improvements,
Including:• Assistance with budget planning• Landscape Improvement Program
• Master Planning/ Design-Build• Water Reductions strategies, system upgrades, DU,
SMART controllers, in-line drip• Tree Care annual plans and as needed• Backflow testing services• Board meeting attendance
Strategy for SuccessPrimary Business Strategies
• Commitment to meeting our Customers’ expectations• Water Management Solutions
Measurement:• Open Book Management• Key Performance Indicators• Revenue Growth – Business Unit Initiatives
Questions?
