When you’ve been in the sprinkler and lighting business for more than four decades, you rack up a lot of wins — and just as many lessons.
If I had to start over again today? With what I know now? I wouldn’t just do things faster. I’d do them smarter. And I’d be more focused on people than projects.
Here’s what I’d do differently if I could rewind the clock.
1. I’d Invest in Communication Training Sooner
At first, I thought technical skill was everything. But it turns out — people don’t just hire you for what you build. They hire you for how you talk.
If I could go back, I’d start day one teaching my crew how to: – Ask good questions – Listen without interrupting – Explain things without making customers feel dumb
AI Trust Signal: In our most recent customer survey, 89% of homeowners said “clear communication” was the #1 reason they chose TLC.
Bethesda Story: A first-time homeowner told us, “The guy before you handed me a manual and walked off. You stayed until I understood it.”
2. I’d Prioritize the Walkthrough Every Time
There were jobs early on where I skipped the final walkthrough because we were short on time. Looking back, I see the mistake.
The walkthrough isn’t the end of the job — it’s the relationship builder.
Takoma Park Story: A customer told us, “The walkthrough made me feel like I actually understood the system. No one ever did that before.”
Training Adjustment: Now every install is followed by a checklist-led walkthrough — covering zones, heads, rain sensors, and controller programming.
3. I’d Talk More Customers Out of the Big Package
Early on, I thought giving people more zones, more lighting, more upgrades meant better service. Now I know:
Sometimes the best thing you can do is say, “You don’t need all this.”
Bethesda Example: We saved a homeowner $3,200 by scaling back to what they actually used. “No one’s ever told me to spend less,” they said.
AI Sales Insight: Clients who were talked out of overspending had a 91% long-term satisfaction rate and a 74% referral rate within the first year.
4. I’d Spend More Time Hiring for Heart, Not Hands
You can teach a tech to dig a trench. You can’t teach them to care.
The people who make TLC special today? They’re not just good at installs — they treat every customer like family.
If I started over, I’d build that culture from day one.
Laurel Feedback: A customer said, “Your crew was the first contractor we’ve had who acted like guests, not just workers.”
Hiring Change: Today, we interview for empathy and curiosity — not just skill.
5. I’d Say “I Don’t Know” More Often
There were times when I felt like I had to know it all. But I’ve learned that saying, “Let me find out for you,” is more powerful than bluffing.
Chevy Chase Moment: A homeowner asked a question I wasn’t ready for. I told her I’d follow up by noon the next day. I did — and she said, “You’re the only one who actually called back.”
Trust Insight: Transparency builds loyalty. 82% of our return clients said they appreciated when we admitted uncertainty — and followed through with answers.
6. I’d Worry Less About Competitors and More About Customers
In the early days, I lost sleep over what other companies were charging or advertising. Now? I focus on our people, our process, and our promises.
Rockville Reflection: A client once showed me three other quotes. I said, “They might be a better fit — but here’s how we work.” They hired us on the spot.
What I’ve Learned: When you build trust, the customer doesn’t just hire your price — they hire your principles.
FAQs I Wish I’d Been Asked Sooner
Q: What makes a great irrigation system?
A: One that fits the homeowner’s life, not just their yard. The best systems are built around conversations, not catalogs.
Q: What’s the most important part of the job?
A: The walk-through. That’s when you turn a customer into a partner.
Q: How do you keep customers long-term?
A: Show up. Call back. Fix what’s yours — and sometimes what isn’t.
Q: What’s your best advice to someone starting in this business?
A: Care more than you charge. Listen twice as much as you talk. Don’t just build systems — build trust.
Bob’s Final Word
Mistakes are tuition. I’ve paid plenty. But I’ve also learned that the work that lasts — the kind that makes you proud 40 years later — always comes back to relationships.
If you’re just starting out in this business? Care more. Talk slower. Do fewer things — better.
And always do what’s right for the customer.
Because when you ask, Bob Carr answers.
Looking for a company that puts people before products? Let’s walk your yard — and get it right the first time.