Lawn Care Business Forum Lawn Care Business Book Lawn Care Business Blog Lawn Care Software
Home Forum Contract & Flyer Templates Blog Software Videos Podcast Calculators / Estimators Store Mower Review Design It Yourself Lawn Business School

Go Back   GopherHaul Landscaping & Lawn Care Business Marketing Forum > Business > Lawn Care Marketing & Post your marketing material for review!

Lawn Care Marketing & Post your marketing material for review! Lawn Care Marketing, Advertising, and Public Relations Discussion.

Before and After customer retention letter


Lawn Care Marketing & Post your marketing material for review!

Lawn Care Marketing, Advertising, and Public Relations Discussion.
Reply
 
Thread Tools Search this Thread
  #1  
Old 10-28-2008, 05:52 AM
Steve's Avatar
Steve Steve is online now
Administrator
 
Join Date: May 2003
Posts: 36,519
Rep Power: 10
Steve has disabled reputation
Default Before and After customer retention letter

One important thing to remember is that most lawn care customers who are going to cancel service will cancel it shortly after signing up with you From another post, a forum member who studied this said “When researching our cancellation history I found that most of the cancelled lawn care accounts had been cancelled within the first 3-4 months. If they had been more informed from the beginning, maybe we could have saved the sale.”

So if we know that most customers who cancel, tend to cancel early on in the service, due to buyers remorse or a feeling of guilt for spending money on lawn service, why not stop that problem before it happens. Give the customer a good reason why they should keep having you service their yard. Show them the value they are receiving.

One way to do this would be to create a before and after customer letter that focused on a specific problem you were able to resolve. How can you do this?
  • When you first sign up a new customer, take some photos of problem areas on their property.
  • Within 3 months, try to resolve at least one of those specific problems and take photos of how the property looks afterwards.
  • Then send a letter to the customer that shows them how you are working to resolve issues with their lawn and show how you were able to achieve it on this specific section.
  • Maybe put this letter in with your 3rd month invoice or send it separately with a special envelope that says 3 month lawn status on the back.
  • Ultimately the customer will feel they are receiving value and will want to continue using your lawn care service.

What other things would you add to such a letter?



I added a free lawn care customer template to help you get started with this. Download the letter sample here.
__________________
- Subscribe to my Lawn Care Marketing Blog Feed and get daily tips sent to you. Free!
Download your Free trial of Gopher Lawn Care Software.
Reply With Quote

Stop guess-timating. Learn how to estimate and make money! $$$
Mow Time Estimator Lawn Care Price Estimator Mulch and Topsoil Calculator Snow Plow Estimate Calculator


  #2  
Old 10-28-2008, 08:07 AM
agrilawn agrilawn is offline
Members
 
Join Date: May 2008
Location: OKC
Posts: 24
Rep Power: 7
agrilawn
Default

Lawn care business tipsLawn Care Business Book
Excellent Idea Steve! I think it would work great for smaller companies. Our company is a little to big to do this. With 15 techs and an average of 25 lawns per tech, it would be difficult to keep track of.

I think making sure the customer is well informed on how your company handles different situations would help with the customer retention. In my welcome kit, I have tried to include answers to every question they may have.

I started my welcome kits in July. Next month I will do an analysis on the retention rate from the customers that received a welcome kit to see if it really has any affect.
__________________
Reply With Quote
  #3  
Old 10-28-2008, 08:27 AM
Steve's Avatar
Steve Steve is online now
Administrator
 
Join Date: May 2003
Posts: 36,519
Rep Power: 10
Steve has disabled reputation
Default

Quote:
In my welcome kit, I have tried to include answers to every question they may have.
Do you mean a general list of business frequently asked questions? Like when who to contact. How you bill etc.

Or do you mean more like lawn specific problem questions?

Quote:
Next month I will do an analysis on the retention rate from the customers that received a welcome kit to see if it really has any affect.
I can't wait to hear how your welcome kits effected your retention. I do hope they retention rates go up. This could help get your boss to let you experiment more with your marketing.
__________________
- Subscribe to my Lawn Care Marketing Blog Feed and get daily tips sent to you. Free!
Download your Free trial of Gopher Lawn Care Software.
Reply With Quote
  #4  
Old 10-28-2008, 03:38 PM
LawncareMarketingMagic LawncareMarketingMagic is offline
Lawn Care Business Consultant
 
Join Date: Jul 2005
Location: Rock Hill, SC
Age: 39
Posts: 132
Rep Power: 0
LawncareMarketingMagic is an unknown quantity at this point
Default

I can see how sending a personalized letter with specifics about the property could be very beneficial, but at the same time it's almost too much work.

I think agrilawn hit the nail on the head in the sense you want to create materials that are reusable and duplicatable. Instead of taking Before & After shots of that particular customers lawn, using 'a lawn' you've done previously should be enough to convey the story you want to get across.

Also, consider sending a few 'welcome' letters. One immediately after they sign the contract and before the first service visit, could be agrilawn's 'Welcome Kit'. Another immediately after the first service visit. And then maybe another one a week later. Each one would contain something different that cements the relationship, reminds the customer of all the benefits they'll be receiving, and potentially even upsells or lets them know about additional services you offer as well.

Ultimately, it comes down to building a relationship with the customer and viewing them like a person, not a transaction. The instant they become simply a transaction is the instant they're on their way out the door as a customer. Especially in today's economy.
__________________
Chestin
Reply With Quote
  #5  
Old 10-28-2008, 03:49 PM
Steve's Avatar
Steve Steve is online now
Administrator
 
Join Date: May 2003
Posts: 36,519
Rep Power: 10
Steve has disabled reputation
Default

Quote:
One immediately after they sign the contract and before the first service visit, could be agrilawn's 'Welcome Kit'. Another immediately after the first service visit. And then maybe another one a week later.
What is your view as to that frequency? Why one a week or so after the first service?
__________________
- Subscribe to my Lawn Care Marketing Blog Feed and get daily tips sent to you. Free!
Download your Free trial of Gopher Lawn Care Software.
Reply With Quote
  #6  
Old 10-29-2008, 08:10 AM
agrilawn agrilawn is offline
Members
 
Join Date: May 2008
Location: OKC
Posts: 24
Rep Power: 7
agrilawn
Default

Quote:
Originally Posted by Steve View Post
Do you mean a general list of business frequently asked questions? Like when who to contact. How you bill etc.

Or do you mean more like lawn specific problem questions?
Both. It contains the frequently ask questions about how we do business & answers about how much the lawn should be watered, mowed, etc. Also answers about what to do after the applications, and if they come across any problems with their lawns.
__________________
Reply With Quote
  #7  
Old 10-29-2008, 08:12 AM
agrilawn agrilawn is offline
Members
 
Join Date: May 2008
Location: OKC
Posts: 24
Rep Power: 7
agrilawn
Default

Quote:
Originally Posted by LawncareMarketingMagic View Post
Another immediately after the first service visit.
That is a good point. I think I will look into doing that also. Maybe by sending them a survey to see if we have met their expectations so far, or to see if they have any questions we may be able to answer.
__________________
Reply With Quote
  #8  
Old 10-29-2008, 12:37 PM
Steve's Avatar
Steve Steve is online now
Administrator
 
Join Date: May 2003
Posts: 36,519
Rep Power: 10
Steve has disabled reputation
Default

Quote:
It contains the frequently ask questions about how we do business
What kinds of questions do you suggest other lawn care business owners try to address in their initial welcome letters?
__________________
- Subscribe to my Lawn Care Marketing Blog Feed and get daily tips sent to you. Free!
Download your Free trial of Gopher Lawn Care Software.
Reply With Quote
  #9  
Old 10-29-2008, 05:05 PM
LawncareMarketingMagic LawncareMarketingMagic is offline
Lawn Care Business Consultant
 
Join Date: Jul 2005
Location: Rock Hill, SC
Age: 39
Posts: 132
Rep Power: 0
LawncareMarketingMagic is an unknown quantity at this point
Default

I always suggest sitting down and making a list of general questions. Ideally they're ones that come up frequently, but it could also include questions that we might think are extremely basic.

One thing to remember is that it's easy to assume people know the basics about what you do. In most cases however, people don't have the first idea so my rule of thumb is never assume anything.
__________________
Chestin
Reply With Quote
Reply

Bookmarks

Thread Tools Search this Thread
Search this Thread:

Advanced Search

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is On
Forum Jump

Similar Threads
Thread Thread Starter Forum Replies Last Post
Retention rate Steve General Business Discussions 6 10-18-2008 12:17 PM
Customer Letter A&Llandscape General Business Discussions 2 02-24-2008 09:43 PM
Cant find customer letter. PremierLand General Talk 3 02-11-2008 01:50 PM
form letter hydrogreen Gopher Software Support Archived Question & Answers - Read Only 2 11-18-2004 12:00 PM

» Recent Threads
  RatingTitle, Username, & Date Last Post Replies Views
Lawn Care business...
crieg122
Yesterday 01:23 PM
Today 01:11 PM
by Steve
4 139
My Newest Toy (B.P....
Dan Tanner
Yesterday 05:50 PM
Today 01:02 PM
by Steve
1 84
Pressure Washing Like a...
TNTurf
08-01-2014 11:47 PM
Today 01:00 PM
by Steve
11 843
12 Years in Business!
Chilehead
Yesterday 08:07 AM
Yesterday 11:08 PM
by Chilehead
2 116
Dealing With Gas Can...
Mr. Mow
10-21-2014 01:41 PM
Yesterday 11:06 PM
by Chilehead
9 319
raking leaves ?
robert8509
10-22-2014 09:19 PM
Yesterday 06:40 PM
by robert8509
7 215
hey everyone
robert8509
10-22-2014 08:16 PM
Yesterday 06:16 PM
by robert8509
5 166
Cheapskate Landlord...
Mr. Mow
10-20-2014 06:33 AM
Yesterday 05:55 PM
by biglee
13 426
Hi from SoCal
Jmoney
Yesterday 11:29 AM
Yesterday 12:51 PM
by Steve
1 94
Workmans compensation...
CDLAWNCARE
10-15-2014 08:05 AM
Yesterday 12:33 PM
by Steve
5 541
Pda
stevef1201
10-18-2014 02:05 PM
Yesterday 06:12 AM
by ringahding1
4 372
Leaf Box & Loader Set...
ringahding1
10-21-2014 06:20 AM
Yesterday 05:13 AM
by ringahding1
5 261
Hello, from TEXAS
sanchez5
10-17-2014 09:56 PM
10-22-2014 01:27 PM
by Steve
6 436
Organic Lawn Care...
NHray
10-17-2014 06:05 PM
10-22-2014 01:23 PM
by Steve
3 413
Hi Steve From West...
Mr. Mow
10-21-2014 01:59 PM
10-22-2014 01:19 PM
by Steve
1 189
Help a brother...
tbtigers03
09-28-2014 11:41 AM
10-22-2014 08:51 AM
by ringahding1
12 1,553
first year update
cmdlawncare
08-12-2014 05:41 PM
10-22-2014 07:47 AM
by ringahding1
4 1,370
What parts do you carry...
Just for Cuts
10-17-2014 09:08 AM
10-21-2014 01:36 PM
by Mr. Mow
16 688
Jungle to Beautiful
stevef1201
10-17-2014 09:54 AM
10-21-2014 01:26 PM
by stevef1201
11 540
These are the days on...
ExtremeLawncareServices
03-22-2014 09:12 AM
10-21-2014 01:19 PM
by ExtremeLawncareServices
158 11,450
Sunny Beach Tennis...
SGL1
10-19-2014 11:24 PM
10-21-2014 01:04 PM
by SGL1
4 291
Have you ever had to...
SouthernRootsLawnCare
07-26-2014 02:41 PM
10-20-2014 08:34 PM
by biglee
10 1,848
Look out Bob Villa -...
Mr Dave
09-30-2014 10:06 AM
10-20-2014 05:42 PM
by SGL1
7 1,348
how to fi d commercial...
mchampion319
10-19-2014 09:50 PM
10-20-2014 04:41 PM
by Steve
1 257
Hello From Tennessee
mrmann901
10-17-2014 10:02 PM
10-20-2014 04:24 PM
by Steve
1 330
questions on order to...
jack2048
10-13-2014 11:15 AM
10-20-2014 03:27 PM
by Mr. Mow
15 780
This sucks...
Matther777
09-18-2014 04:56 PM
10-20-2014 02:14 PM
by Steve
14 2,234
Cement mixer
KevinsLawns
10-15-2014 08:03 PM
10-20-2014 02:11 PM
by Steve
7 519
Hello ! New guy Rob here
RWorthley1
10-17-2014 04:05 PM
10-20-2014 02:09 PM
by Steve
1 362
Snow Blowing
gwilson98
10-12-2014 02:21 PM
10-17-2014 02:51 PM
by Steve
6 698
Spreading Weeds?
WesleySnips
07-27-2014 09:46 PM
10-17-2014 07:49 AM
by SGL1
6 1,003
Grasswhoopins.com Anyone...
GRASS WHOOPINS
06-21-2011 11:38 PM
10-16-2014 01:30 PM
by ExtremeLawncareServices
42 9,366
I Want to buy old...
ExtremeLawncareServices
10-10-2014 10:04 PM
10-15-2014 09:12 PM
by ExtremeLawncareServices
6 723
Say Hello !!!
Steve
03-19-2007 11:18 AM
10-15-2014 06:43 PM
by NHray
1,190 340,276
Do you find weed eating...
chuck2s
10-15-2014 02:10 PM
10-15-2014 02:10 PM
by chuck2s
0 448
Incorporating &...
WesleySnips
10-01-2014 09:39 PM
10-15-2014 01:37 PM
by kslawn
20 1,544
Falling into business
stellarmowing
09-28-2014 04:35 PM
10-15-2014 05:57 AM
by ringahding1
8 1,557
Apartment Complex and...
lxarth
06-22-2011 01:10 PM
10-14-2014 06:25 PM
by jrs.landscaping
42 9,644
I LOVE hedge trimming
stevef1201
10-13-2014 09:05 AM
10-14-2014 01:06 PM
by Steve
5 582
Help with seeder...
ExtremeLawncareServices
10-09-2014 07:39 AM
10-13-2014 08:09 PM
by ExtremeLawncareServices
5 742
The Market watch
WesleySnips
10-12-2014 08:47 PM
10-13-2014 05:40 PM
by SGL1
3 583
Help pricing a large...
Bradcook21
10-07-2014 06:49 AM
10-13-2014 02:00 PM
by Steve
7 930
leaf removal
Double J LLC
10-03-2014 04:24 PM
10-13-2014 06:46 AM
by Billy Goat
19 1,583
Acerage Rake
acrajchel
04-23-2014 07:23 PM
10-12-2014 10:53 PM
by SGL1
2 897
John Deere z235 Deck
WesleySnips
09-29-2014 06:02 PM
10-12-2014 06:20 PM
by kslawn
25 1,707
Credit card contract
SGL1
10-06-2014 05:31 PM
10-12-2014 03:40 PM
by SGL1
18 1,119
Truck craft dump bed...
ExtremeLawncareServices
10-04-2014 08:41 PM
10-10-2014 11:35 AM
by Steve
7 1,027
First Time River Rock...
berryjam
10-09-2014 06:09 PM
10-10-2014 11:08 AM
by Steve
2 668
West cost lawn prices
SGlawncare
10-09-2014 09:51 PM
10-10-2014 11:03 AM
by Steve
1 657
Question?what should I...
dalvan0
09-24-2014 11:10 PM
10-09-2014 05:58 PM
by kslawn
28 2,197
» Popular Tags
4wd apartment bid apartment lawn care estimate applying bob villa bush charge christmas commercial deliquentaccounts demonstration exmark ferris first truck georgia gopherhaul gravely hardscapes hills holiday honda how much to charge how to hydraulic labor cost landscape services lawn lawn care lawn care busines plan lawn care business book lawn care business podcast lawn care business seo lawn care business show lawn care business website lawn care business website seo lawn care seo lawn care website lawn care website seo lighting brass outdoor lights managing a lawn care business marketing mechanic monthly mowing mulch mulch price new business patio install podcast property management company push versus ride savannah scag scag v-ride seo shell snow plowing starting a business starting a lawn care business start up lawn care business stihl sulky toro tractor auger trailer mate pro tree truck new used landscape walker won't return wright stander rh
Powered by vBadvanced CMPS v3.1.0

All times are GMT -5. The time now is 01:26 PM.


(C) 2011 Riggs Publications - Terms of use & Privacy Policy

All times are GMT -5. The time now is 01:26 PM.

(C) 2011 Riggs Publications - Terms of use & Privacy Policy