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Discussion Starter · #1 ·
Besides our regular mowing service, I always like to do a little extra for some of my clients. For ex. - when I blow the walks and drives after mowing I will get on the porch and blow that too as I know it is sometimes hard for the older people to get out there and sweep it. It might take a little extra effort from me but no extra time is wasted doing that.
I have'nt lost a client to any of my opposition yet. In fact, I have added a few of their's to my schedule.
This is just one example. There are many oppurtunities to do a little extra for your client.
What are you guys doing out there?
 

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Every now and then when i have a little bit of extra time i blow off some cleints deck that and around the pool but that is a pain cause get stuff in the pool!
 

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I try to do things to help out a customer, especially older ones. Like bringing up the garbage cans, putting the newspaper right in front of the door, blowing off the porches and decks, etc. And I'm always willing to do something to help 'em out if they ask, like moving things around the yard, whatever. I have also really tried to go outta my way to stop and talk with my customers this year, instead of blowing them off to get the job done quicker. Some of my customers that I've even had for a while I never really stopped to chitchat or say hi whatever when I had my partner working with me, because we were in such a hurry. I have found just stopping and making small talk for 2 minutes really helps. Small but simple.

:D
 

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ive tried to get others ideas on this too. most say do your job and leave. on the other hand,

I always take back trash cans and recycling bins to the garage area if they are out.

I always know each of my clients' names. If i see them, i am sure to greet them with a polite and friendly "hello mrs ...." If i cant remember their name, i sit in the truck till i remember it. hehe

While its not in the service agreement, i make it a point to pick up and remove pieces of litter that may have blown in.

Anyone else have some good ideas to gain loyalty forever?
 

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Well...

Yesterday we moved a new desk from the garage into the house and hauled away the old desk for an elderly couple we mow. They are too old to be moving furniture around, and the lady was in a panic about how to get her desks moved, so I offered to do it.

I always blow the porch off and make sure mats are free of clippings. If I'm done and waiting for my partner, I'll pull some weeds. I have 2 ladies that I take their weeds and sticks that they collect away. If we notice a dangling limb from a tree, we'll take care of it. Always know the names of the customers and greet them.

I've read green industry forums for quite awhile now, and I noticed the posts from people complaining about customers. Dog poo, toys in yards, etc. You've all seen these posts. I don't sweat this stuff. People posting about pricing for the tiniest things. If a customer needs a little bush trimmed and it takes me 10 minutes to do, I'm not going to mess with billing for it. I will put the work on their statement with n/c under the amount. That way, they remember it's been done. It is a small way to gain their loyalty.

I know that people don't always have the time to do little freebies for customers, but I have learned that you will be paid in loyalty for taking 5 or 10 minutes to do a good deed for people. This is one of the best ways to assure they will stay with you and not choose the person that offers to mow their lawn for $10.00.
 

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Discussion Starter · #7 ·
Originally posted by MacLawnCo
I always know each of my clients' names. If i see them, i am sure to greet them with a polite and friendly "hello mrs ...."
This surely pays off! Clients appreciate and respect you for being friendly with them and just spending a couple of minutes visiting with them about related issues. ie: how and when to water the lawn (for my business it's important they water the lawn and I'm going to make sure they do), etc.
Keep these visits short and to the point - you dont want to waste your time or their money.
Make sure however you dont BS or discuss clients with clients.
 

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Originally posted by maple city
If a customer needs a little bush trimmed and it takes me 10 minutes to do, I'm not going to mess with billing for it. I will put the work on their statement with n/c under the amount. That way, they remember it's been done. It is a small way to gain their loyalty. I
Please forgive me for sounding naive, but what does n/c stand for? Thanks.:)
 

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The other day while cutting community grounds I went by an old man's house who I had been told that recently had had a stroke. As I went by I saw him out there with a push mower cutting his grass in the 90 degree heat. I rode over by him on my Dixie and said "Do you mind if I help you?" He, of course, accepted. He tried to pay me (It took 10 minutes) but I told him that I make plenty of money from his community and for him not to bother getting his wallet out. I didn't and don't expect a thing. Just giving a little to those who give me so much.
 

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Oh yea it is the little things that make your costumers appreciate you. That was a good deed you did Rich. Have a lady next to a small account who has muscular degenerative disease. Saw her pushing a special lawn mower. The thing about 12 in cut, made out of plastic with a fan motor for power. Kept waiting for the bubbles to pop out. Make a long story short I mow her front yard while I am at the neighbors. Takes less then five minutes and and makes me feel good. Wife has a new camera and I will have to get a picture of the mower.
 

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All this talk about blowing the porch off and deck and grabbing the paper or trash cans. Isn't that what everyone does?
You'd think that most people would just do this kind of stuff, but they don't. I've read so many posts where people are worried about charging for the tiniest service. It would take you nore time to make out a bill than it would just to do the work.

I was mowing at a customer's house one time when the elderly neighbor came out to ask me how much to take care of the leaves in her back yard. She could hardly walk up to me.
I gave her the price and she said her husband just died and she didn't know her finances yet, so she had better not hire us. I gave her a card and told her to call id she changed her mind. As I was finishing my customer, I thought it over, and decided to just do the leaves. It took like 15 minutes, push mowed her back yard while bagging. There were hardly any leaves anyway. She gave me 2 miniture candy bars and kept thanking me. Since then, I've done her leaves several times, pulled some bushes out of the front of her house, and plowed every winter. I've gotten paid for all of the work that has been done.

It makes you feel good to do these little things for people. I hope that someday when I'm not able to do things for myself, someone will take the time to help me.
 

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Originally posted by cos
All this talk about blowing the porch off and deck and grabbing the paper or trash cans. Isn't that what everyone does? I always blow off more than i should. It keeps it clean and the customer happy.
I totally agree
 

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Interesting thread

I am surprised, well actualy I am not, to the fact that many think that blowing paved areas or decks is an extra, or that picking up the lose papers or what ever is an extra.

As for the doing work N/C or helping those that are in desperate need. Good Job. That is public relations.

I in fact do a few accounts that we are not paid for. Circumstances dictate that they are in need.

A couple years back I contacted our towns senior developement office and an association that I am a member of. Attempting to get listings of seniors or victims of a sudden illness so that "We" landscapers can provide a free service to those in need.

Public image is extremely important for yourself and the industry as a whole.

After all over the last several years our industry has been tacking some bad press regarding pesticides, blowers and so on.

Think about it folks.........................what you do individualy reflects on everyone..............................Imagine what we can accomplish collectively.
 

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This is in the body of our Grounds Maintenance contract:
WEEKLY MAINTENANCE:
Mow all lawn areas at 3” height, catch and remove all clippings as needed. Edge sidewalks, curbs and driveways. Trim around all beds, trees and other lawn obstacles/ornaments. Clean all curbs, sidewalks, driveways, patios and decks of debris.


Why shouldn't this be standard??

To me little extras include tossing paper to front door, returning emptied trash can to designated area, taking a heavy trash item curbside for those who are unable, etc..
 
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