Once you close a sale, the focus moves to retaining those customers. Many of them will be making a change because of dissatisfaction with another service, so you’ll need to build trust. Prove that you’re better by avoiding these top 10 reasons customers cancel their lawn treatment service.
#1 Inconsistent Results – Spotty service comes from overworked, rushed, or poorly trained employees. Make sure your employees know what they’re doing and have enough time to get the job done thoroughly.
#2 Nobody Picks Up the Phone – This might be the most common complaint. People want quality customer service that’s accessible. If your workload is so heavy that you can’t answer the phone, hire an assistant and watch your business grow.
#3 Crew Turnover – People like a familiar face and the opportunity to develop a relationship. They don’t want to have to re-explain things to a new tech every time a visit is scheduled. Treat your crew right and keep them happy so they’ll be with you for the long haul. Your customers will thank you.
#4 Under-Delivering – People want the lush, golf-course lawn they dream of. If you can’t meet that expectation, don’t make that promise. At the same time, be sure you’re staying up to date with the latest treatment options and research so you can get the best results possible.
#5 Unclear Invoices – Again, professionalism always wins. Invest some time to create a clear yet concise invoice that’s easy for your customers to digest.
#6 Ignoring Complaints – Clients will complain, and it’s your job to respond with a plan to make them happy in a timely manner.
#7 Ambiguous Pricing – Make sure your pricing and your service descriptions are clear. People want to know exactly what they’re signing up for so there are no surprises down the road.
#8 Unauthorized Service – This should go without saying, but some companies still do it: Don’t ever assume. Always discuss additional treatments beyond those your customers have agreed to, even if the decision seems like a no-brainer to you. It will not go unnoticed.
#9 Unprofessional Presentation – Invest some money in uniforms and spray rigs. A quick way to lose a prospect is to pull up in a questionable-looking vehicle. Professional attire and spray equipment shows your clients that you value your company and their business.
#10 Never On-Schedule – Stick to your schedule. Give notice and apologize when it absolutely must change. Some people adjust their calendars and personal lawn care around your service. Don’t keep them guessing.
Photo Source: https://www.forbes.com