Customer Relations...

[sandman23]

How often do you interact with the customer?

Do you check on the customer and see if their needs are being met or do you just give an occasional wave?

What do you about talkative customers? "Time is Money"

Does anyone call ahead to let their customers know that they are being serviced on that day?

If billing monthly, do you leave weekly "Service Statements or Bulletins" to let them you know that you serviced on that day?

Do you make suggestions as to the layout of some lawns in order to make the lawn more mower friendly?

How often do you try and up-sell (pinestraw/mulch, installs, annuals etc...)?

[BOWHUNTER12]

Good questions sand man. I'm interested is seeing a response. I have a few questions as well.....

- Do you guys ever offer a special deal like $10 off any lawn service or $20 off any spring clean up?

- Do you ever offer a special deal such as a "subdivision discounts"

Some what like a coupon?????

[lawnpro724]

I don't give deals that sends the wrong message to people. I will however talk with them and joke around a little or if I see something thats wrong but not part of the lawn service we will do it if time is not an issue. We do things like fixing a light fixture that the wind has blown off by picking it up and putting it back on or if a branch has broke on a tree we will cut it off on the spot for free as long as its not very big. There are lots of little things we do that I don't charge for and it comes back to me by having a loyal customer base.

[Woody82986]

In the past I have not interacted all that much. This year I am changing that. So far I have had a much better response. I am really sticking myself out there to make sure they know I care. I know time is money though so I try not to chat too long though. I don't call ahead and I do not leave weekly statements or bulletins. Every month or two I will make notes on the property and then give the client some suggestions for how we could work together to improve the place. I am starting to receive more work now that I am wording it differently and calling the extra work "improvements" to the property. I don't really give any discounts. If I see something small that could be done without much work on my part and it won't put me behind in any way, I will cut a hanging branch or pull a couple weeds. My clients seem to notice this extra stuff I do so they normally do not haggle on my price for extra work that they ask for.

[justanotherlawnguy]

How often do you interact with the customer?
As little as possible. I have picked up customers over the phone and not met them for 6 months.

Do you check on the customer and see if their needs are being met or do you just give an occasional wave?
Nope, they will let you know if they need something.

What do you about talkative customers? "Time is Money"
Not usually an issue since most people aren't home when we are there. If they are, we just smile and wave and cannot hear them anyway with the headphones on and equipment running. that tends to keep them away. If they need something, they will wave you over.

Does anyone call ahead to let their customers know that they are being serviced on that day?
What a waste of time.

If billing monthly, do you leave weekly "Service Statements or Bulletins" to let them you know that you serviced on that day?
Absolutely not, if they cannot tell by how beautiful the yard looks on the day we were there, then something is wrong.

Do you make suggestions as to the layout of some lawns in order to make the lawn more mower friendly?
Rarely, if it isnt mower friendly from the get go, then we dont want to do it.

How often do you try and up-sell (pinestraw/mulch, installs, annuals etc...)?
Most of the time, if we dont do it, then someone else will. Believe that.

[Az Gardener]

I believe it will depend on the type of service you are selling. For the mow and blow crowd you cant afford to do any of the things you have mentioned.

If you are servicing upper end residential accounts then a big portion of what you are selling is a relationship. They want to be confident in the fact that you know what you are doing. That you have long term plans for the maturity of their property and you understand their tastes so you can better serve them.

I let the client guide me, some are high maintenance and I talk with them almost weekly. Others are busy too and like the fact that they don't have to ask for things. They know that we will just take care of it, what ever it is. I am not on the truck servicing the account so when I go it is a special trip. I try and get to each home at least once a month. Some I do and some I don't but I am always just a phone call away.

[topsites]

What do you about talkative customers? "Time is Money"

As I pull up, I start my stopwatch sometime between stopping and getting out of the truck.
I don't want to start the timer too soon, but I also don't want to get caught with it not running...

The timer keeps running the whole time until I am loaded back up, and ready to go.
Now if a customer wants to chit chat, it's their dime.

I find it interesting customers now don't waste time nearly as much as before, almost as if they sensed the scheme...
I suspect the complete lack of frustration from my end is what does it, but I honestly couldn't tell you.
So the timer runs the entire time, and I feel no guilt.

I will subtract down time and other odd scenarios, but these are usually exceptions.


How often do you try and up-sell (pinestraw/mulch, installs, annuals etc...)?

Never, unless the upsell is a win-win situation where spending only a little more makes a big difference.
Otherwise, I leave the 'would you like french fries with that' to large corporations.

[supercuts]

i used to talk to some when i was starting, now years later when i show up with 2 other guys they want to sit and talk while im paying 2 guys to sit in the truck and listen to the radio. on the other hand, the ones i used to talk to dont question or complain much.

they only time i call and check and see if they are happy is a courtesy call after first mow, i dont think ill be getting any neg feedback but do it to build a positive relationship.

[nobagger]

To answer just a few questions, I/we interact with our customers, it could vary from 5 minutes to 20 minutes if time permits, I like talking to people especially about lawn care and landscaping. We do try and up-sell services but we dont over sell things that they dont need. We do offer discounts to customer's. Over-all you want a good relationship with all of your customer's, at least I do, and I want them to feel they can trust me when I say this or that about any of their lawn care needs. Lets face it, landscaping a property is no cheap date so I dont want to be second guessed by our customer's.

[sandman23]

Thanks for the replies. Keep them coming. It is interesting to see the different viewpoints. I definitely see the difference between the Mow and Blow guys and the full service guys. I tend to be more on the full service side myself.

[StBalor]

How often do you interact with the customer?

i use to alot in the past. But they starting taking advantage of me by taking up my time. Such as will you get my mail?, Will you bring in my trash cans, news paper, let the dog out, ect, ect... Now i only talk to them if there is a propblem.

Do you check on the customer and see if their needs are being met or do you just give an occasional wave?

I do wave while i am working.

What do you about talkative customers? "Time is Money"

Tell them i have to get back to work. Unless i am getting paid by the hour, then they can talk to me as long as they want. Even put a clause in my agreement not to stop the employees or they may get charges for it.

Does anyone call ahead to let their customers know that they are being serviced on that day?

No

If billing monthly, do you leave weekly "Service Statements or Bulletins" to let them you know that you serviced on that day?

No.

Do you make suggestions as to the layout of some lawns in order to make the lawn more mower friendly?

Nope.

How often do you try and up-sell (pinestraw/mulch, installs, annuals etc...)?

Rarely, I tell every customer when they hire me if there is anything they need just to let me know.

[StBalor]

Good questions sand man. I'm interested is seeing a response. I have a few questions as well.....

- Do you guys ever offer a special deal like $10 off any lawn service or $20 off any spring clean up?

- Do you ever offer a special deal such as a "subdivision discounts"

Some what like a coupon?????

Specials, yes, especially at the beginning of the year when trying to start a little early. And in the slow months.

[PhillyShells]

How often do you interact with the customer?

Do you check on the customer and see if their needs are being met or do you just give an occasional wave?

What do you about talkative customers? "Time is Money"

Does anyone call ahead to let their customers know that they are being serviced on that day?

If billing monthly, do you leave weekly "Service Statements or Bulletins" to let them you know that you serviced on that day?

Do you make suggestions as to the layout of some lawns in order to make the lawn more mower friendly?

How often do you try and up-sell (pinestraw/mulch, installs, annuals etc...)?


I think it pays to be friendly - It helps make your customer comfortable and builds trust. Since word of mouth is a big part of attracting new customers being nice can only help. Plus I always get little extras from it. ( Bottles of wine, extra $$ in the checks for tips etc, I even have an elderly couple that invite me in to help them with jigsaw puzzles ! Ha ha !

[AlleganyLawnCare]

How often do you interact with the customer?

Unlike some here, we strongly believe a good rapport with our clients is essential to a successful business. If you ignore your clients, then they will start to ignore you and your business. However, we don't go out of our way to get in front of their face. This will become a nuisance to them.

Do you check on the customer and see if their needs are being met or do you just give an occasional wave?
If they are out, we will ALWAYS stop and say hi to them. A few minutes saying hello, and checking to make sure everything is okay with them, goes very along way. I rather have my employees spend a few minutes doing this, than losing a $200 month account because I or my employees were "too good" to say hello.


What do you about talkative customers? "Time is Money"[QUOTE]
Time is money. It all depends on how you spend it. Spend it foolishly by ignoring your clients and you will lose. Spend that time wisely by taking an interest in your client, and it will grow 1000 fold.
[QUOTE]
Does anyone call ahead to let their customers know that they are being serviced on that day?
Not really. Most either know their day we will be there or they just won't be home due to work. The ones that aren't home normally leave payment or a letter saying thanks waiting for us in an envelope at the door.

If billing monthly, do you leave weekly "Service Statements or Bulletins" to let them you know that you serviced on that day?

No. They already know how many times they serviced. if we do not do the number of service calls per month as agreed to, then we let them know on the invoice.

Do you make suggestions as to the layout of some lawns in order to make the lawn more mower friendly?

No we normally don't. Alot of clients feel that this is their personal space (which it is) and you are there just long enough to take care of the lawn. Whether you befriend them or not, you can just as easily offend them by saying that a particuliar item should be cut down or moved so that your job would be easier. When you do your estimate, always take into account the items before letting them know what it is. Don't estimate just based on the lawn; for your going to wish that lawn was mower friendly then.

How often do you try and up-sell (pinestraw/mulch, installs, annuals etc...)?


Normally, right before spring, and right before fall. We always offer snow removal to all our clients on a first come first served basis when it gets closer to that time.

I hope this helps. Remember, your client may not always be right, but they are what keeps you in business.

[LindblomRJ]

I like to build rapport with my customers. It by do so it usually turns into more work. As in up selling. Really cannot spend all day visiting.

By building a rapport with the customers it makes up selling a lot easier.

Its a service business. IMO the majority of customer service is based on a relationship.

[sandman23]

Excellent feedback guys. Thanks for your responses.

[LushGreenLawn]

I sent a survey with the last bill of the season last yer, asking customers to rate us on reliability, attention to detail, overall satifaction, and on how likly they were to refer us to others. I also left a comment section

All my customers responded with positive scores, but I had a few customers write some comments about things we could improve upon (seems one customer was worried about grass in her flower beds, one customer mentioned how early we started in the morning.

I can now address the two issues with these customers, but without the survey they may have not said anything and canceled.

[georgiagrass]

I look forward to interactions with my customers, and I encourage my employees to do the same. By talking with them, I not only build a better relationship, I learn about extra things they are interested in doing with their property, like landscape installs, extra pruning and other upsell items. It also gives me an opportunity to suggest extras to them. I have made a lot of money from these extras over the years that might never have been available without those conversations.

[topsites]

I think things are different from company to company, more so depending on your resources... That is to say, a solo operation has the least to do with customer relations, I just don't have the resources... But a large operation with around 15-20 trucks and trailers and so many employees that by the time 5 or 10 are standing around it's a problem, they have a secretary (or 2) who can handle things and for this operation costumer relations are feasible and likely more than a good idea.

I am solo, hence little resources, really none but, a little for this.

How often do you interact with the customer?

As little as possible, less is better, I don't got time for it, I am the owner and I have a lot more important things to worry about.

Do you check on the customer and see if their needs are being met or do you just give an occasional wave?

No way, that's what Scott's Miracle-Gro is for.
I'm serious, only a 140+ year old world wide corporation has the resources to throw labor money around like that.
Yeah I hate throwing business their way too, but I have to accept there are those who are better than me, Scott's is one of them.
For everything else a wave works well, do smile but don't stop working.
DO listen to your customers carefully when you do talk, learning to read between the lines is the ticket for me.

What do you about talkative customers? "Time is Money"

All the ones I have now WILL let me go if I so indicate, so long they are willing to do that then I'll stand around and chit chat, sometimes it gets away from me and I stay too long, but I can tolerate it most of the time.

All I should have to do is ask or say, one time, hey I gtg...
All it should take is a hint, like I look at my watch like omg, that's a hint I gtg and now, please.
So long they say 'ok well hey you take it easy,' it's cool.

But those who won't let me get outta there before their inner demon is satisfied have to go, sorry.

Does anyone call ahead to let their customers know that they are being serviced on that day?

No, I can't, too much to do, not enough time for this.
I will, however, call a few from time to time, like someone who has left 3 messages because I'm a week behind schedule, let them in on what's up and when I'll be out there, don't leave them hanging is BIG.

If billing monthly, do you leave weekly "Service Statements or Bulletins" to let them you know that you serviced on that day?

ehhh no, I leave a bill every time I come out.
If they wish to pay monthly that is fine, hang on to the bills and send me the check end of month... As for my part, I track it on my end as well but I just don't got time for two separate billing methods.

Do you make suggestions as to the layout of some lawns in order to make the lawn more mower friendly?

No, other than I might drop the occasional bag of dirt into the hole the fox made so I don't bury my mower in it, I don't foresee most turf getting to be but so close to an airport runway finish, just have to deal with most of the inconsistencies in terrain.

How often do you try and up-sell (pinestraw/mulch, installs, annuals etc...)?

I'm no corporation, upselling is for McDonald's Inc first.
I will, however, suggest aerating and using a starter fertilizer AND lime if they were to ask me to put down seed, which is to say I suggest that which makes sense in ways of getting more bang for the buck, look here:
To get any results from bare seed I got to put down dang near 100 pounds per 1/4 acre if that's all that is going down, we're talking $160 in seed alone + labor likely right around 250...
So, core aerate for 40, starter fert is 50, lime is 20 or so, seed another 80, labor and all we're looking at 270 for the whole package but you'd get decent results, the grass comes up thicker and so on, it's all about the same in the end money wise but I did suggest doing it the right way.

But I NEVER upsell for the sake of selling, the few times I tried I got that 'gimme a break' look :laugh:

[Vikings]

I don't want people working for me, talking to my customers.

I never phone customers unless their bill is over due or it's that time of year for windows, snow, lights etc.

Customers that come out and talk to me while I'm working, I keep it very short unless I'm in the mood. But the customers I don't want to talk to.. I don't have a lot of patience for and they're generally wanting this and that, looking over your shoulder, watching you work. When this happens (it did twice this year) it builds up in me where I just wave them off and ignore them, eventually I quit or they stop service.

That's for lawns but for window cleaning, I'm always talking (because it's quiet) sometimes too much.

[Grass Kickin]

This is a customer service oriented business. While you should always know that your customers are satisfied, most of us certainly don't have the time to chat it up. My opinion, the best customers are the ones I never hear from who pay me on time every month. I have plenty that I talk to regularly. Maybe just general talk, but it gives them the opportunity to voice any concerns.

[Premo Services]

How often do you interact with the customer?

Do you check on the customer and see if their needs are being met or do you just give an occasional wave?

What do you about talkative customers? "Time is Money"

Does anyone call ahead to let their customers know that they are being serviced on that day?

If billing monthly, do you leave weekly "Service Statements or Bulletins" to let them you know that you serviced on that day?

Do you make suggestions as to the layout of some lawns in order to make the lawn more mower friendly?

How often do you try and up-sell (pinestraw/mulch, installs, annuals etc...)?

This is a service business.
I always try to contact customers, unless I see them while I am there. This is an excellent way to upsell more work or get a referral for new customer. My customers have nice properties and don't mind spending money to enhance it.
I usually always get more work.
I do not like to have my employees standing and talking while on my dime.
I told them if a customer has something to be done, or has a question, they will get the message to me..

[txgrassguy]

I interact on a level necessary to maintain and foster a friendly, serviceable relation.
This varies from client to client, it is not unusual for me not to speak with a client for six months then have three visits in a row.
I am available for emergencies, my clients know this and all of them understand how busy my crews and I have/continue to be.
Since I winnowed out the unreasonable clients (read PITA's) I hardly get bothered over trivial matters anymore.

[Wells]

Customer Service is the one area that an LCO from set themself apart from the rest of the crowd and show the client they care about their work and the customers overall satisfaction.

I talk with every one of my clients several times per year, usually by phone for just a few minutes. The conversation usually consists of checking to see if things have been looking alright around the property and address any concerns they may have. It's also a good time to suggest an up-sale like weed control, fert, shrub trimming or other items I may notice need to be taken care of.

I also contact all new clients on either the first day of service or the following day to let them know we were out there and to inquire if things look alright and to insure them that they can call me if they ever have a concern.

At the end of the season I also send out customer surveys to all clients to gage their overall satisfaction with our services. Many positive changes in the way we operate have come from the surveys and the suggestions we receive from clients.

One should never underestimate the relationship between the client and your business. The more they come to know and trust you and your business the more likely they are to keep you around for a long time no matter how many low ballers show up on their porch.

[YardPro]

customer relations are one of things most overlooked.

people that have attitues like justanotherlawnguy are really missing out....

yes, time is money, but there is great value in having good customer relations.

If a customer has a good relationship with you they will overlook and forgive issues that arise. They will be much less likely to jump ship for a lower price, or any other reason.

building a relationship is the #1 focus of a good salesman. People buy from people.... this is the first thing you learn if you ever get sales training.
those of you that think that customer interaction is unimportant will never overcome customer churn.....

we put customer relations at a top priority. We have a very high retention rate. 90% of the customers we had when I started my business are still with us. That's 17 years of service...
We service 200 homes, and all are within 7 miles of our office ( most are within 2-3 miles)...Is it because we are the best.. probably not (although we certinally try to be the best), is it because we are the cheapest..... absolutely not, we are on the more expensive side....

we have the customer retention because they like and trust us...

[lawnscapesLLC]

I talk to my customers whenever i can. Luckily all of them are very cool people. We are a service industry and I try to service my customers the best I can. They pay my salary and with out them I make no money so it pays to be nice. Also In talking to them you learn what they like, dislike and also earn alot of trust. Once you know all of this you can figure out how to upsell them better and what approch to take in doing it. Customers are people too and i know that i personally am more willing to spend money with someone who is nice, personable and does a good job than with some a-hole who has does not care at all.

[tjsquickcuts]

Customer relation is Key in this business. There are many different ways to communicate with your customers. We have a monthly news letter the list all changes, updates, etc....Keeps customer on track with what they should be doing on their end. Also, on the back of all monthly bills is a section where they can check how well our service was for the month, and if there is anything extra needed. All those who choose to call, thats where my wife comes in.....she handles all calls, and runs most estimates for mtce......if a customer must speak with me, then I call them back....Survey's are good, but most be done by a out-sourced company for accurate feed back.....But I do make it a point to met and greet all customer at the beginning of the season, and during the end of the year when I am passing out christmas gifts....But I think our newsletter does a great job of keeping customers informed on whats going on....

[Sweet Tater]

Good questions sand man. I'm interested is seeing a response. I have a few questions as well.....

- Do you guys ever offer a special deal like $10 off any lawn service or $20 off any spring clean up?

- Do you ever offer a special deal such as a "subdivision discounts"

Some what like a coupon?????

I offer $10 off next service for any referals that contract with me.

[RICHIE K]

I always bull$h!t with mt customer and always get more work, however, my wife talks to them more then me since she runs the office

[Daddy Joes Lawn Service]

How often do you interact with the customer?

Do you check on the customer and see if their needs are being met or do you just give an occasional wave?

What do you about talkative customers? "Time is Money"

Does anyone call ahead to let their customers know that they are being serviced on that day?

If billing monthly, do you leave weekly "Service Statements or Bulletins" to let them you know that you serviced on that day?

Do you make suggestions as to the layout of some lawns in order to make the lawn more mower friendly?

How often do you try and up-sell (pinestraw/mulch, installs, annuals etc...)?

We send out survey cards to see how we are doing once a year to the customers. All my customers are set for service on a certain day if rain we try to cut the day before if not we will be there the next day or so. we don't leave any thing after the service because you can tell when you have cut there lawn. we don't try to sell anything to the customer. we talk to our customers for 5 to 10 min it showes you care and they know how busy i am. only thing we do when Christmas comes around we send Christmas cards out to our customers.