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Full maintenance customers

Discussion in 'Lawn Mowing' started by grassmasterswilson, Aug 8, 2012.

  1. Duekster

    Duekster LawnSite Fanatic
    from DFW, TX
    Posts: 7,961

    I am tending to agree with this. Also believe that your "full" service accounts are going to expect more. Which is fine, you want to sell quality, dependability and stuff. Just know those customers are willing to pay but also expect.

    I have seen relatively cheap clients with weedy yards, trying to skip mows and stuff turn in to nit pickers when I rolled in a squirt and fert program for a low monthly price. I did it cause I was wanting to get rid of the weeds.

    It was one of my experiments, use Primo to slow growth, kill weeds and fert the lawn for a relatively low price to up sell a bi-weekly account. It took about 2 months for them to get picky. Not every client is that way.

    My main goal for going full service is to get the squirt and fert / reduce the weeds we have to mow.
  2. McFarland_Lawn_Care

    McFarland_Lawn_Care LawnSite Bronze Member
    Posts: 1,402

    This is a great point.

    Jim, I like your idea of several levels of service packages for the customer to choose from. I have contract agreements but that are customize by the client somewhat but the package idea would really help streamline things.

    JRS, maybe I've asked before, but what area of Maine are you in? I'm glad to see this method has worked out well for you.

    I know for a fact that at least half of my customers could not afford a full maint service contract.
  3. McFarland_Lawn_Care

    McFarland_Lawn_Care LawnSite Bronze Member
    Posts: 1,402

    Oh, and does anyone add in de-thatching or aeration into the package or is that sold separately?
  4. Duekster

    Duekster LawnSite Fanatic
    from DFW, TX
    Posts: 7,961

    I think you add it if they want it. It should be included if you have the means to provide the service.
  5. orangemower

    orangemower LawnSite Silver Member
    from pa
    Posts: 2,773

    versatility is the name of this game.
  6. herler

    herler LawnSite Fanatic
    Posts: 5,144

    Right, and some customers when approached about this will fiercely resist any upgrade, I've had folks balk at the idea of paying $50 for a fairly massive leaf cleanup (and I mean they balked), what can you do?

    You don't want to kick those to the curb, I used to think it wouldn't matter but later found out much to my surprise... Some of those low-end accounts happen to be in cahoots with one of my high-end ones and I would have never guessed, some of the most unlikely folks are friends or co-workers with someone else and I'd kick one to the curb then I'd end up losing two or three...

    That happened to me more than once, until I learned.

    Nothing wrong with suggesting an upgrade and having all the levels and all of that, but ultimately I find we have to let the customer decide and we have to accept and respect their answers even if it's no, and certainly a few will upgrade, some a little, one or two maybe a lot, the rest will likely do little...

    It is not a waste of time, but the results may be a bit on the unexpected side and we have to accept whatever comes of it.
    At least that was my experience, but so much choice in the matter.

    On the good side...
    The customer that balked at the leaf clean up ended up doing it themselves...
    Which is fine by me, you have to understand that at least it got the idea across that it needed to be done because I was NOT going to deal with a massive leaf cleanup come spring and at no extra cost... Of course I needed the money but more than anything so long the leaves got cleaned up, everybody was happy.
    So it can, and does accomplish things.
    However, the results may be a bit on the unexpected side.
    Last edited: Aug 10, 2012
  7. sweetwaterlandscaping

    sweetwaterlandscaping LawnSite Member
    Posts: 25

    Jim what is your web site?
    Posted via Mobile Device
  8. RGM

    RGM LawnSite Senior Member
    Male, from Baltimore Md
    Posts: 977

    Full service customers do expect more out of you and sometimes it can be a pain. Make sure you have all the proper license's and permits to do all especially if your taking work away from someone who does.
  9. JimLewis

    JimLewis LawnSite Fanatic
    Posts: 6,841

    The link is right underneath my name.

  10. JimLewis

    JimLewis LawnSite Fanatic
    Posts: 6,841

    We always sell that as a separate item. There are a few things that we don't automatically include in any of our packages for various reasons. Sprinkler winterization and start-up, aerating, de-thatching, and bark mulch.

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