The question is, in your experience in collecting feedback in the lawn care industry, what are the most common complaints that most clients have about other landscape companies, and what are some of the care plus items that you have found help add that extra touch for little or no cost?
First, think about what you dislike when you are dealing with vendors and when you have to call people. For example, we all hate when we have to sit on hold forever, and we can’t stand when the call gets outsourced to another country and we can barely understand the person we’re talking to.
Put yourself in the position of your clients and make note of any likes and dislikes you have had when dealing with vendors and other service industries. Think about what you can implement and what you can change in your lawn care business.
Another way to gather information is to ask your friends and relatives what they have experienced. We have even gone as far as surveying our clients…it is very telling! Ask them about their previous experiences with other companies, why they hired you, etc.
The main complaint is not being called back and not getting a response to emails in a timely fashion. They also want to be able to speak to courteous employees that can answer their lawn care questions.
Another big complaint is billing procedures. Clients want a company that can charge credit cards and email or even mail invoices and statements. And, they want a landscape company that has policies and practices in place that have their best interest at heart.
You have to put customer service as your top priority. Clients want you to close their gates, be consistent and thorough, follow through on promised services and schedules, and to be courteous and knowledgeable. They want you to be accessible, professionally dressed, and to hire employees that have had background checks.
Stop thinking about what is easy and convenient for you. Put your lawn care client, their property, and their family first. If you’ve got a procedure that you do in your company, but time after time, your clients hate it and they complain about it, you might want to fix it.
It’s really a mindset that I’m trying to communicate here. When you put together your marketing, proposals and testimonials, you want to have it from the clients’ perspective. Speak from their viewpoint and in their language. Keep in mind their needs and concerns.
Your clients are wanting general courtesy, human contact, and to feel like you sincerely care about them. Yes, you are simply mowing their lawn. But, to them it is way bigger than that.
Think about the interior of your house. Aren’t you (or your spouse) more relaxed if your home is clean and things are organized and put away? Don’t you feel a greater sense of peace if everything is working properly and you aren’t constantly reminded of things that need to be done and/or fixed? Especially when you have friends and family over, you feel better about your home when it is tidy and at its best. When you are relaxed that translates to your home and family life. If you (or your spouse) is happy, everyone else is happy!
It’s exactly the same with the outside of the home. If the lawn is green and manicured, the flowers are blooming and weeds pulled, the back gate is closed and there aren’t any grass clippings blown into the garage, you feel a sense of peace as you return home.
When talking with clients, make eye contact. Ask questions. Even if they simply ask for a quote to mow the lawn. Ask what they are looking for. Ask about previous experiences. How can you better serve them and improve on what they have known from their previous company? The clients want to feel that you sincerely care.
And when you make a mistake, do everything you can to make it right. Call back and make sure it is resolved and while you have them on the phone, ask if there is anything else you can do for them. Invest time with your clients.
When your company gets to that point and your team is supporting your clients like this, you’ve really got something. This will get you noticed. This will get you talked about. This will get you the referrals that will grow your business. This is what you should focus on.
