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Old 08-17-2009, 07:10 PM
Sweet Tater's Avatar
Sweet Tater Sweet Tater is offline
LawnSite Silver Member
Join Date: Aug 2007
Location: North East Mississippi
Posts: 2,123
Talking to your customers

Just want to see if my practice is strange or common. I make it a practice to speak to each of my customers everytime I am at their home for service. After finishing mowing and such, while my helper laods up the trailer I take a moment to speak to my customers. I have a 99% retention rate and attribute it to talking to them. I have heard many on here mention that the last time they spoke to the customer was when the first signed the contract. What do ya'll do?
2003 Dodge Quadcab 1500
Custom 14' Dump landscape trailer
2008 52" Exmark Lazer Z
2010 Ferris Evolution 48" cut 20 Hp
Kawasaki Line trimmer
Br600 Backpack Blower
Stihl chain saw
Stihl MM 55 Yard Boss
Misc handtools

Pictures of my trailer here

Pictures of some Landscape and structures I've done
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Old 08-17-2009, 08:26 PM
gene gls's Avatar
gene gls gene gls is online now
LawnSite Gold Member
Join Date: Dec 1999
Location: Granville, Ma. 01034
Posts: 3,086
If I see them out I stop and chat but I don't go looking for them just to say "hi". I prefer not to see anyone that I have to stop and talk with durning the whole day.
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Old 08-17-2009, 08:46 PM
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GreenmanCT GreenmanCT is offline
LawnSite Senior Member
Join Date: Oct 2008
Location: ct
Posts: 557
most of my customers are not home when i stop by, usually the older retired people always come out and i stop and talk to them a bit, i always try to seem very enthusiastic and thank them everytime. some people dont want to talk to you though, they just like their lawn cut and dont want to be home while its being cut. i told myself i was gonna call every customer every 2 months or so, but ive been so busy that i never get around to doing it
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Old 08-17-2009, 08:54 PM
corey4671 corey4671 is offline
LawnSite Silver Member
Join Date: Sep 2006
Location: Somewhere in TN
Posts: 2,939
I've got one I go out of my way to AVOID. Older lady. Alzheimers. Somebody is always "breaking into her house and stealing something." get so tired of hearing the same old thing over and over and over and over and over and over......
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Old 08-17-2009, 08:56 PM
JB1's Avatar
JB1 JB1 is online now
LawnSite Fanatic
Join Date: Feb 2000
Location: From the hills of beautiful Southern Indiana
Posts: 5,836
I never see mine and some I have never met.
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Old 08-17-2009, 08:56 PM
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4seasonsmgt 4seasonsmgt is offline
LawnSite Member
Join Date: Apr 2009
Location: Caribou, ME
Posts: 5
I try my best to keep in touch with them as usual i don't go looking for them but i will always talk to them when i see them wither we are on the clock or not.
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Old 08-17-2009, 09:02 PM
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mowerdude777 mowerdude777 is offline
LawnSite Silver Member
Join Date: Dec 2008
Location: troy michigan
Posts: 2,673
I have 10 accounts, about 7 of those know me well and have talked with me a few times, the others seldom talk to me
some all of my customers are extremely nice, I have one that gives me and my dad or helper(whoever is helping) a few pops, I have another that give us a Gatorade or a couple waters every week, last week she was not even home, but she left a cooler full of bottled water with a note for me saying I could take all the water, So I am very nice for these ones, if there trash cans are out when I come, I will put the lids back on and put the bins by the garage, or may hit the weeds in the side walk cracks with the line trimmer
Ryan- 16 years old- 15 accounts-
Exmark Metro Hp 48
BillyGoat 33
Ferris 32
Toro 21
Redmax BCZ2401s, Redmax HE225f, Redmax EBZ7100 Kawasaki KRB300
1999 Honda Oddsey
6X10 trailer

Last edited by mowerdude777; 08-17-2009 at 09:09 PM.
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Old 08-17-2009, 09:28 PM
golfnpreacher golfnpreacher is offline
LawnSite Member
Join Date: Jul 2009
Location: Hampton Roads, VA
Posts: 123
I don't speak with them every time I service their property, but I do make it a point to have contact with them on a regular basis. It is good business and good for business. For me, I believe that if you don't speak with the customer you give them the impression that you're in it just for the money and if someone comes by with a lower price, they have no qualms about switching. But, if you make it a point to contact them and let them know you have an interest in their property, it builds a relationship that is not shaken by price.
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Old 08-17-2009, 09:50 PM
Two Seasons's Avatar
Two Seasons Two Seasons is offline
LawnSite Senior Member
Join Date: Jun 2007
Location: Waukesha, WI
Posts: 791
We either talk with them directly after our scheduled service or, when we invoice, put a note about their property and what we (they and us) could do to enhance their personal space.

Sure it takes time. But we don't want to get too busy that we can't be helpful and possibly upsell some more services to them as well. Most of our customers are tiring of the "electronic communication" that they deal with every day.
We like orange machines!
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Old 08-17-2009, 10:47 PM
LawnSite Silver Member
Join Date: Oct 2005
Location: youngstown, ohio
Posts: 2,523
about 95% of mine are not home when i am there. I have one that ive had for almost 10 years that i have never met.

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