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: 36,384
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: 36,384
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: 36,384
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: 36,384
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
Hello from upstate NY!
A&MLawn&Snow
Today 11:19 AM
Today 01:23 PM
by Steve
1 28
Looking for feed back on...
ExtremeLawncareServices
Yesterday 08:38 AM
Today 01:19 PM
by Steve
3 109
Price to apply fertilizer
SS.Lawncare
09-15-2014 11:10 AM
Today 01:16 PM
by Steve
9 286
Trailer tires
J.A.S.LawnService
09-01-2014 10:17 AM
Yesterday 09:57 PM
by curts lawn care
4 829
Lowballers scrubs &...
Darksteel
01-13-2014 07:35 AM
Yesterday 08:42 PM
by curts lawn care
57 6,603
new to the forum
SGlawncare
09-16-2014 11:20 PM
Yesterday 08:29 PM
by curts lawn care
3 135
Help With Snow Blowing...
Robertf31
09-13-2014 10:55 PM
Yesterday 12:34 PM
by Steve
11 475
Non-Stop Summer?
SouthallMowing
09-14-2014 10:51 PM
Yesterday 10:48 AM
by stevef1201
6 285
Tribulations of working...
stevef1201
09-13-2014 08:37 AM
09-16-2014 10:43 PM
by SGL1
6 356
Poll - net income
Dan5082
11-15-2010 08:08 PM
09-16-2014 04:44 PM
by jrs.landscaping
12 3,125
Getting lowballed!
PineHillLawn
06-27-2012 07:23 AM
09-16-2014 01:25 PM
by jrs.landscaping
24 4,782
snowplowing
jshak40
09-01-2014 07:20 AM
09-16-2014 01:16 PM
by Steve
21 1,206
Compare this summer to...
Steve
09-03-2014 12:52 PM
09-16-2014 11:20 AM
by Hanks Lawn Care Services
15 1,011
thinking about throwing...
veteranslawncaresystems
09-09-2014 10:31 PM
09-15-2014 03:41 PM
by Steve
12 702
Hello
Robertf31
09-12-2014 10:34 PM
09-15-2014 03:17 PM
by Steve
2 314
Newbie......Again
Jibber
09-13-2014 12:17 PM
09-15-2014 02:54 PM
by Sprinkler Buddy
2 318
Replacing a Shindi T-27
Dan Tanner
09-13-2014 12:59 PM
09-15-2014 02:31 PM
by Steve
1 282
need help with starter...
GoGreenerKS
09-12-2014 04:23 PM
09-15-2014 02:25 PM
by Steve
3 330
Brake job!
kslawn
08-30-2014 07:49 AM
09-15-2014 02:16 PM
by Steve
12 1,023
Hello
jawnebgoode
08-28-2014 08:37 PM
09-15-2014 02:15 PM
by Steve
3 801
Employee uniforms
Gerardo_Landscape
01-21-2014 11:11 PM
09-15-2014 02:12 PM
by Steve
5 926
Greetings from the north
Northwoods Outdoors
09-13-2014 08:55 AM
09-15-2014 02:07 PM
by Steve
1 299
darleneh
darleneh
09-15-2014 12:33 PM
09-15-2014 02:07 PM
by Sprinkler Buddy
1 161
My 1st bid
WesleySnips
06-11-2014 03:13 PM
09-15-2014 02:05 PM
by Steve
29 1,716
New Aerator
Chaz
09-09-2014 11:43 PM
09-15-2014 01:50 PM
by Steve
9 539
Yearly contract Pricing
jrob0691
08-21-2014 08:57 AM
09-15-2014 01:23 PM
by stevef1201
8 1,190
Scag turf tiger hydrolic...
ExtremeLawncareServices
09-04-2014 10:55 PM
09-14-2014 03:06 PM
by ExtremeLawncareServices
8 712
These are the days on...
ExtremeLawncareServices
03-22-2014 09:12 AM
09-13-2014 09:14 PM
by ExtremeLawncareServices
116 7,939
getting ready to start
calebmoss
05-23-2011 09:35 PM
09-11-2014 12:21 PM
by Steve
34 11,207
Stihl pull cord replace
SGL1
09-03-2014 09:22 PM
09-10-2014 12:25 PM
by Steve
9 728
Softball field
kslawn
08-15-2014 09:28 AM
09-10-2014 12:16 PM
by Steve
18 1,452
Lawn Route Templates
Landscaper1165
08-30-2014 01:52 PM
09-09-2014 08:05 PM
by Landscaper1165
4 941
New truck and trailer...
Johnny Rocket
05-14-2012 03:41 PM
09-09-2014 07:23 PM
by Matther777
18 6,536
What gets you bad press?
Steve
09-09-2014 11:48 AM
09-09-2014 07:21 PM
by Matther777
2 427
Signs on your snow plow?
Steve
01-15-2007 01:07 AM
09-09-2014 11:42 AM
by Steve
19 6,174
Exmark Lazer Z S-Series...
BLC7
08-22-2014 10:18 AM
09-08-2014 08:08 PM
by avetslawncare
12 1,232
New to the business
flamingyouth87
09-05-2014 11:52 AM
09-08-2014 11:55 AM
by Steve
3 635
Hello from Ohio
kurtwin
08-28-2014 05:06 PM
09-08-2014 11:51 AM
by Steve
7 918
Facebook
element009
03-23-2011 08:36 AM
09-07-2014 07:35 AM
by avetslawncare
24 7,706
Help pricing cut down 7...
Bradcook21
08-26-2014 11:17 PM
09-06-2014 02:09 PM
by Bradcook21
8 1,002
billing matters
sbuchanan8154
09-05-2014 09:56 AM
09-05-2014 03:00 PM
by Steve
3 609
Thoughts
googus
09-05-2014 07:28 AM
09-05-2014 02:23 PM
by Steve
2 565
Backflow Tester
flowcheckllc.2014
09-03-2014 04:37 PM
09-05-2014 02:15 PM
by Steve
3 649
Collections & collection...
jscarolina
09-03-2014 04:39 PM
09-04-2014 03:14 PM
by Steve
2 667
Sod
RosalesLawnCare
08-27-2014 03:47 PM
09-04-2014 02:42 PM
by RosalesLawnCare
4 925
Lawn needs top soil What...
jymie
08-26-2014 11:01 AM
09-03-2014 12:07 PM
by Steve
7 988
Hello! New here and...
CaliforniaFriendly
08-29-2014 11:30 AM
09-03-2014 11:15 AM
by Steve
4 895
Mowing 7 acres
avetslawncare
08-31-2014 04:24 PM
09-02-2014 03:11 PM
by Steve
5 888
New to the industry-...
Lsmain
08-31-2014 10:53 AM
09-02-2014 02:58 PM
by Steve
1 808
Walk Behinds and Texas...
SGL1
08-26-2014 03:53 PM
09-01-2014 11:36 PM
by SGL1
7 998
» Popular Tags
4wd apartment complex auger blades butterfly gardens charge christmas lighting credit card processing customers estimate exmark ferris first truck foreman fundraiser georgia gopherhaul grass gravely growing a lawn care business hills holiday how much to charge how to bid husqvarna introduction john deere quik trac kansas city kawasaki labor cost landscape services lawn lawn care business seo lawn care business show lawn care business website lawn care business website seo lawn care website lawn care website seo leaf cleanup leaf removal lighting marketing mowing mulch estimate new and restored landscapes new buisness podcast property management company pto redmax reo rotating scag scripts season seo small engine repair sprayer starting a business start up lawn care business stihl theft tips top dresser toro toro grand stand trailer trimmer rack turfgrass consulting walker
Powered by vBadvanced CMPS v3.1.0

All times are GMT -5. The time now is 02:33 PM.


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

All times are GMT -5. The time now is 02:33 PM.

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