What am I doing wrong loosing more than gaining clients.

[BROWNS LAWN CARE]

yea, it sounds like more attention to the customer is needed...



in my case, this is year one also. currently part-time, but trying to make it full-time.

i currently have 17 accts, but 9 of those were just recently gifted to me (thanks, this is a blessing).

before that i had 8 of my own accts and another 6 regular clients that left me... thus leaving me to realize there is some turnover in this business. in my case, quality or time were not issues. i had clients move(owners and renters), clients get the ok from their docs to mow again, clients who got their neighbors to mow for free and clents who sold their houses that were on the market.

these things are all beyond my control, but equate to about a 47% turnover rate. quite sad, but some of this is due to the neighborhood. with my new 9 clients, they are in a gated community which is a much nicer neighborhood. sort of a retirement, weekend get-away neighborhood. i don't expect turnover will be as great there, so i need to build more clients in this gated community...

besides customer service, who else has experienced high turnover?

sorrry for the hijack...

[Chilehead]

Originally Posted by BROWNS LAWN CARE

who else has experienced high turnover?

sorrry for the hijack...

I have never had high turnover. I have only lost a client to two reasons: a competitor's cheaper price and the termination of a client (initiated by myself) when they don't pay for services rendered.
All LCOs on this thread must understand the following to grow their business:
1.) SERVICE is what allows a company to RETAIN and ACQUIRE clientele.
2.) MARKETING only allows a company to ACQUIRE clientele.

Clearly both are necessary, but service is superior. Acquiring clients only to lose them is big-time money out the door, and into your competitor's hands.
If you want this ---> you need to treat your customers like royalty. Otherwise, you'll end up like this --->

[kebrowns]

I treat every one with respect and if I didn't care I would not be on here. When I decided to start my business I did not discover that a baby was coming until after words and I did not expect to have a broken truck. I did not force these issues down any ones throat. I called each of my clients and explained my situation and introduced them to my back up. I did not expect him to do an unprofessional job. Most clients were waiting on me to return. I really appreciate all the feedback I got and will surely hold myself responsible for everything I have read. Lawn care is something I am strongly looking to go full time. No matter what any else says I don't give up too easy. I am just stubborn like that.

[Darryl G]

I'm thinking that maybe you should stick to pressure washing and misc yard care, things where when you show up is not as critical.

[Antiskell]

I have only lost accts to me terminating service due to total noncompliance.....non paying, wont bring pets inwhile serviced, leaving 30 piles of animal droppings etc........some uninsured, unlicd low baller cutting me in half or death......my customers that sell the home sell me with it in most cases...

[itzjuztgrazz]

I bought a buisness that was on the trend of losing clients. I lost 2 big commercial accounts on the transition. First of all excuses are just that excuses. my clients want mowed on Thurs. and Fri. It took a lot explaining that if I cut everyone on 2 days I would be out of business soon. I have commercial clients reserved for their type of business they have - Mon - Fri early mon. so it looks good all week. Cabin rental wedding place Thurs- so others fall on other avail. times.
Don't change prices out of the gate unless you are losing money. set a min. for common small in town lots. Big note to Take, NEVER trash talk lawn companys that have been in your area a while. People know people. I have literally double gross by word of mouth and quality work. Don't over promise and under deliver. You as owner may be done early but to make money you will work in dark or near dark.

[zak406]

I have found in this business that quality doesnt matter (not saying I dont provide top quality work). However showing up on time is the number one priority. Clients really get pissed when your randomly dont show up. I get calls a few days a week for people looking for osmone new because "the last guy didnt show up on time" rarely do I get the comment the quality wasnt there. My clients know if its raining there is a 50 percent chance ill be there if im not there on the rain day, I WILL BE THERE THE FOLLOWING come hell or high water. Unfortunally when you own your own business, not even a new baby is a good excuse to take 2 or 3 days off. From april till july or so I work 7 days a week 8-14 hours a day depending on conditions and daylight. July to november I slow down a bit however we are still busy and still are on time. There have been days I have spent money to make sure im on time and able to service in a proffesional manner.

Ther has also been weeks I have push mowed yards because my main mower broke. Its part of business if your not willing to conform to what he customer wants get out now. Because chances are a bad rep in this industry will lead to a bad rep in your other industry. Think about it if you cant show up and do a quality job pushing a lawn mower (which is brain dead work no offense any one I to am brain dead) how can you be productive doing any other kind of work? The only plus is part timers like this get me good equipment deals and new lawns.

[Chilehead]

Originally Posted by itzjuztgrazz

Big note to Take, NEVER trash talk lawn companys that have been in your area a while. People know people. I have literally double gross by word of mouth and quality work. Don't over promise and under deliver.

This is so true. It's best to hold your own (i.e. standards, quality, reputation) and not concern yourself with what the other guy is doing wrong. A perfect example happened just last week.
I get a call from one of my maintenance clients who purchase services from the largest lawn chemical company in the U.S (you all know who this is). She explains to me her frustration concerning large brown patches in her yard. I tell her that she has a certain type of lawn disease (summer patch) and that she needs to have it treated. I also decide to whip out my Commercial Pesticide Applicator's License from my wallet, and show it to her on the premise that she can have peace of mind that I know what I'm talking about AND that I genuinely have her best interests in mind. After a 5-second pause she states, "You know what, Ben? I'm going to call [CURRENT LAWN CARE CO.] and cancel my service. I think you care more than they do. You've got the job."
Not once did I even reference her current lawn care provider. There you go. Ba-da-bing. Ba-da-bang. Ba-da-boom.