Addition of new customers

Discussion in 'Business Operations' started by august, Dec 22, 2010.

  1. august

    august LawnSite Member
    Messages: 23

    When a new customer is added to your business how do you ensure all the services they want are taken care of?

    Do you have managers of different depts. that take care of this? How do you not accidentally forget to provide different services?
  2. Az Gardener

    Az Gardener LawnSite Gold Member
    Messages: 3,899

    I would have account managers rather than division managers. This way the client has one contact person for each service and you build a relationship with them.
  3. august

    august LawnSite Member
    Messages: 23

    We have managers specialized for maintenance, landscaping and irrigation. We actually have several for the maintenance because of it's size in the company.

    It seems to me that most customers want a go-to person for their account. Generally, it's who sold the account that will be their rep.

    Here's what we try to do:

    A manager sells an account. The account may have between one and a dozen different services we offer. The manager then takes that customer's info on a spread sheet with the services requested (or usually it's a contract) circled and each department head signs off on that particular service and logs them into their computer to keep up with.

    We have master lists for all company services and we make sure that the customer is on each list. When it's time to start up the irrigation they get scheduled by phone, trimming as needed, weeded on a regular basis, mowed etc.

    The foreman get updated lists as needed to add or subtract form their routes.

    Is there an easier way to do this?
  4. grassman177

    grassman177 LawnSite Fanatic
    Messages: 9,795

    also a good thread, considering changes ourselves for what we are trying to accomplish in the near future.

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