Inviting Customers Back

Discussion in 'Lawn Mowing' started by mtdman, Jun 10, 2003.

  1. mtdman

    mtdman LawnSite Gold Member
    Posts: 3,137

    Just curious as to how everyone invites customers back in the spring?

    This is how I do it:

    In March I send out letters to everyone inviting them back. If I increase their rates or change their service, whatever, I do it in the letter. Mostly everyone stays the same, and mostly everyone gets the same form letter. The letter includes a postcard, stamped, with their name on it. If they want to return, they send the card through the mail. Or they can email or call. Pretty simple, eh?

    The problem this year was I had to drop a bunch of customers and I didn't send the letters to them. Unfortunately, many of the dropped customers waited until the last minute to call ME to find out if I was doing their lawns, and some were mad because I didn't let them know ahead of time. Other customers who got the letters never sent in their cards and found out when they called at the last minute I was booked up. One guy even waited until the end of May to call and find out why I hadn't been by yet. Oops.

    :D
     
  2. Sean Adams

    Sean Adams LawnSite Gold Member
    Posts: 3,597

    If from seasons in the past your clients were accustomed to receiving a letter from you, I guess you can't blame them for being a bit upset.

    If it isn't too late you may still want to send them a letter expalining the situation, recommend someone, and tell them if things change you will contact them in the future.
     
  3. greenman

    greenman LawnSite Addict
    Posts: 1,405

    Do you invite them back if HE/SHE dropped YOU for someone else the previous year?
     
  4. dfor

    dfor LawnSite Senior Member
    Posts: 815

    Usually about the beginning of March I will call all customers. I just ask them if there is anything they would like me to do before the grass starts growing. I make it sound like I already know that they want me to continue cutting.
     
  5. John Gamba

    John Gamba LawnSite Fanatic
    from ct
    Posts: 10,812

    Holiday Card's threw out the winter,Even If you plow them Or Not. Always Send Letters Out at The earliest Time With a Send Back DATE. Never take anything for Granted.
    john.
     
  6. Zattpazz

    Zattpazz LawnSite Member
    Posts: 18

    dfor,
    I like your approach!
     
  7. kickin sum grass

    kickin sum grass LawnSite Senior Member
    Posts: 628

    we simply send a letter telling them they are auto renewed for the season. If they want to cancel service they must call. I also list all services they received last year and put a charge next to it for the upcoming season. I also list the services they didn't receive and give them a price so they know what services they are missing and how much it cost. That has been a great upsell. This way has been the easiest so far. They do nothing to renew and only have to contact to change or cancel service. This has eliminated the people waiting till the last minute to call back to renew and all that ohter hassel. You can assume they are back and it makes your life easier unless you get that call. And you should have had the curtousy to send a letter to the people you cancelled. You know how bad it is when you think you have something and then find out you don't. Always let people know what is going on. It makes you look professional even if it is bad news.
     
  8. I send out "contracts" the first day of September and require all of them back by October 15th, all for the next season to present customers.

    In February we still send out a letter to confirm there have been no changes and upsell other services.

    I do this for more than one reason, but the main one is; customers wont shop if they stay committed.
     
  9. wacamaster

    wacamaster LawnSite Member
    from MI
    Posts: 198

    I also do the auto renew. I just say "for your convienience, services will continues from season to season." Seems to work well.
     
  10. mtdman

    mtdman LawnSite Gold Member
    Posts: 3,137

    No.
     

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