Originally Posted by lawn mowering
spring 2009 I gave out 200 business cards and 300-400 door hanger and had a few poster around town but on everyone of the door hangers I had a $5 off coupon a few people said they got a doorhanger had me mow their lawn but they did not use the coupon and they never hired me after that I ask all my customers what they think of the lawn and they always say great in some form or another but they dont hire me again. Do coupons work and am I doing something wrong, or because it is for higher class people with a high income that it's tacky to use a coupon or "cheap"?
I think I would do up a question sheet, short and simple and offer a second mow to these customers for something less than you charged.
I would write an opening statement saying we appreciated the opportunity to provide lawn care services to you, our company is seeking repeat customers and would appreciate your input, it would be better to have their email address so that they could complete and email it to you, I suspect this would increase the response rate or put something on your website that they could fiill in.
The question sheet should be structured to give you the feedback you need:
Were you satisfied with the quality of our work? Did you find our pricing reasonable? Would you be interested in a no obligation quote for fertilizing your lawn? We are looking to grow our services, we have found the best way to do this is customer feedback, are there services you would suggest such as Pressure Washing, moss removal from walkways, tree trimming etc.
People make assumptions and sometimes expect us to read their minds, it could very well be that these new customers expected you to take off $x.xx from the first mow even though they did not present the coupon and when you didn't they decided to not pursue your service, this may sound silly but we deal with some interesting clients that make far to many assumptions.
I run into this or at least did in tree cutting/chipping and excavation when I quoted the job, we now quote per hour and you can stop us anytime, that cured the issue but I lost or barely broke even on a few of the first jobs as the client assumed we would .................. Examples I quoted a tree clean up job, we walked the area together, I quoted and we received it. Crew shows up and does what I instructed then the owner all of a sudden expands the area we walked as they assumed something beyond the quote. Same thing happened in the excavation side for a school principal, I told him in writing they would need a retaining wall built and steps down to the new area, I neglected to add and we will provide a quote at your request, he assumed we were going to just do it.