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Discussion in 'Lawn Mowing' started by Brendan Smith, Sep 19, 2006.

  1. Brendan Smith

    Brendan Smith LawnSite Bronze Member
    Posts: 1,196

    who here tracks customer retention percentages, and what do you average year to year? looking at the books, i am averaging 91-95% retention yearly and want some numbers to compare that to to see if i'm in line.
  2. Elite Lawn Care

    Elite Lawn Care LawnSite Member
    Posts: 110

    I Do, B/C I think it says allot about your customer Service. I usually drop about 1 customer a year. Usually it is the hardest to deal with one. This year I will drop one b/c he is always trying to weasel free stuff out of me. I spent an extra three hours once (for free) picking weeds from flower bed since they had a perspective buyer flying in that night, and he said I did not do a good enough job, he couldn't show me any reason why. I almost droped him on the spot but, Comercial contract keeps me till Nov. and its a big account for new Multi-$$$ houses that are on the market.

    However Do have about a 95% retention rate, I almost had 100% this year but a property manager misrepresented me to the homeowner and promised more than I offer for my basic services, no big deal since I picked a job that paid 2X's better to replace that one. After I talked with the HO the manager lost a client too:)
    So yes I track'm.
  3. Jpocket

    Jpocket LawnSite Silver Member
    Posts: 2,278

    my rate is usually about 97%. This year i expect it to drop to about 90%. I too normally only drop about one customer per year, but i'll tell ya the pitas really came out this year. I have dropped 2 so far and have threatened to drop another, but he staightened up his act.
  4. KS_Grasscutter

    KS_Grasscutter LawnSite Gold Member
    Posts: 3,332

    For the last couple years, it has been 100%... i do expect that to change though, as this year i am expanding quite a bit.
  5. Brendan Smith

    Brendan Smith LawnSite Bronze Member
    Posts: 1,196

    bump - anyone else?
  6. ChadsLawn

    ChadsLawn LawnSite Bronze Member
    Posts: 1,110

    This year I dont plan on dropping any of my 10 customers...LOL Funny now, I hope to have 3x's that many come next year. even though Ill be trying to get more the rest of this year.
  7. DuraCutter

    DuraCutter LawnSite Senior Member
    Posts: 806

    I've prolly got 40% retention rate. Weed a lot of the commercials. No residential. Commercials change hands with management often. Not too concerned as there is lots of work out there...:laugh:

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