The lawn care business has to do with customer service. Your employees no doubt have the perception that all you do is cut grass. But in reality you are initiating an background for a residence or business. You don’t "work for" that lawn or green space that you work on. You work for customers and the satisfaction of that purchaser is what will decide if you will be working on that lawn one time or if you have landed a long term purchaser who will use you for a wide diversity of projects.
The lawn care business thrives on purchaser service. And as the proprietary of that lawn care business, it is you who has direct contact with the purchaser. in a manner, you have to have two capabilities. You must be a master of yard care to guide your employees to do an expert job on each yard. But you additionally must be a master of purchaser relations and even psychology to comprehend the purchaser and to figure out what you can do to make that purchaser happy.
Part of superb customer service signifies giving your buyers ample possibility to hold on in touch with you. That signifies if they require to call you to rearrange their yard care appointment, to ask something to ask or even to complain, they do not get put by ways of a phone answering system that sends them to a recording. Give them your cell phone number and it doesn't matter where you are, answer that phone. You might even have a cell phone you carry at all times that is only for buyers to use to get in contact with you. This might change when you have thousands of buyers. But most lawn care services are notably local and you know your buyers well. permit them get to you for you to answer their concerns instantaneously.
Instruct your employees to additionally have a purchaser service mentality. If they are working at a site and the purchaser comes out to chat to them, they should stop working and dialogue to that purchaser. If a candy grandma wants to bring them lemonade, drink it! When you go onto a persons property every week, you become a trusted component of the home. So behave like you are component of the family and that bond with the purchaser will serve you well.
Also be on the warning for whatever you can do for the purchaser that is above and beyond the call of task. Never miss a possibility to do something without charge for buyers that you are building a long time relationship with. It could be no more than cleaning up a mess around the trash cans or nailing some boards up on their back fence to keep the dog in. Those small acts of generosity will endear you the purchaser and create that sense of trust that results in long term buyers who suggest you to friends and neighbors alike.
In every way behave such as a guest when you are on the property of a purchaser. do not smoke or permit your employees to smoke in presence of a purchaser and above all, don’t throw the butts on the area. Dress like professionals and have in a civilized manner even when working on the lawn of your buyers. do not embarrass your purchaser to his or her neighbors. Every minute you are working at a purchaser site, people are watching from the other homes in the neighborhood and they can see the check in your trucks identifying your lawn care service. Be accustomed to those eyes and use the time you are working to present a professional picture to onlookers. Those untapped watchers could be evaluating you to use for their lawn care service too.
Maintain scrupulous routine standards for your employees when at a purchaser site. You should clean up after yourself and leave the site seeking immaculate when you are ended. When the job is done, go to the door and give thanks the purchaser for the possibility to work for them. As you depart with a cheerful, "see you next week", you create relationship and expectation that you will be back when necessary to knock the customer's socks off with outstanding customer service once again.