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  #1  
Old 09-11-2013, 11:12 AM
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rcreech rcreech is offline
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Call aheads - Automated phone service

When we first started 8 years ago we didnt' have any call aheads. It was great! Now we have a large amount and they require a lot of time the day ahead letting cusomtomers know we will be out the next day.

What are your thoughts on an automated phone call (a one call system). It would greatly reduce our time making calls and would allow us to do other things. But on the other hand it IS NOT PERSONAL and if the customer has a question or comment they would have to call us back.

Please let me know your thougths.
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  #2  
Old 09-11-2013, 12:00 PM
Barnabas Barnabas is offline
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I would put out a notice to all your customers notifying them of your intent to switch to an automated system to improve efficiency and still meet all their needs and remind them you can still be reached at whatever # if they have any questions/concerns etc etc
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Old 09-11-2013, 12:13 PM
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Patriot Services Patriot Services is online now
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We don't let customers dictate our schedule. Too many variables during a week. If you have locks, we need keys. If you have dogs out and aren't home we aren't a good fit for you. 326 mowing accounts, can't hold everybodys hand.
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Old 09-11-2013, 02:53 PM
Puttinggreens Puttinggreens is offline
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I've ought about this as well.

We generally try to make the call aheads during the middle of the day hoping to just leave a message. However, these calls do create quite a bit of customer conversation. Without these conversations, many of which lead to customer concerns getting addressed, I'm afraid we would lose a % of clients. Just don't know how many?
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Old 09-11-2013, 03:33 PM
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mikesturf mikesturf is offline
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Quote:
Originally Posted by Puttinggreens View Post
I've ought about this as well.

We generally try to make the call aheads during the middle of the day hoping to just leave a message. However, these calls do create quite a bit of customer conversation. Without these conversations, many of which lead to customer concerns getting addressed, I'm afraid we would lose a % of clients. Just don't know how many?
To avoid conversations, I just email the people the day before.
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Old 09-11-2013, 03:36 PM
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rcreech rcreech is offline
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Quote:
Originally Posted by Patriot Services View Post
We don't let customers dictate our schedule. Too many variables during a week. If you have locks, we need keys. If you have dogs out and aren't home we aren't a good fit for you. 326 mowing accounts, can't hold everybodys hand.
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We don't let customers dictate our schedules...however if they want to be called ahead then we will do it. Its called customer service.

I wish I only have 326 customers then I wouldnt be posting this topic. Mowing is different as you have a "set day" that you go. With applications it is much different. We are applying products to their lawns and they don't know when we are coming.

We treat between 90 -120 lawns per day depending on the avg k. Out of that we can make between 10-20 calls. It just takes alot of time but if the customer wishes for us to call them we will.

We just don't want to lose the small business/personal touch but also want to operate effeciently.

Thanks for the feedback...keep it coming.
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  #7  
Old 09-11-2013, 04:26 PM
greenskeeper44 greenskeeper44 is offline
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I think it's fine and I'm looking into this as well....I have a pest control company do our house and they send emails.....I would like to go the route of email and text, we are already doing that but I would like something more automated and streamlined with our software ....I think it's totally fine as long as you give them an option to contact you if they have any concerns or questions
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  #8  
Old 09-11-2013, 07:15 PM
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phasthound phasthound is online now
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When I was managing the application division for a large local company, we did not have the technology for automated calls. I wish we did because a lot of call befores just required a message on their answering machines or they just said OK. Those who had questions would call back & we would handle them to their satisfaction.
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Old 09-11-2013, 07:40 PM
jbturf jbturf is offline
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boy u guys got it easy jk, but id say about 9 outa 10 times,
when I call ahead that just opens the door for them to try and
get you to come on their schedule.
its usually "well then I will mow tomorrow and you come the day after"
or sometimes "precious has a playdate tomorrow"
or occasionally "my dogs need to play on lawn then"
and once in a while "I wont be home then, come some other time"
and also quite often "well I don't know when our service will be here to mow
and they don't answer/return calls, so ill call you and tell you when to come"

I think your call ahead is already a courtesy , the automated seems fine to me.

I do a lot of emails and I can text from my business landline now so I use that also

I have a rescheduled/revisit fee of $25

im considering a line item on my estimate,call ahead service $25 per visit
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  #10  
Old 09-11-2013, 07:45 PM
Weekend cut easymoney Weekend cut easymoney is offline
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My scheduling program has an almost automated feature which can email all my clients in a few clicks...also will print a call list if necessary...
After completed, I can email them using same feature....clip
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