What kinds of questions do you ask in your monthly quizzes? How do you suggest sending it? Possibly in letter format along with an invoice or no?
Some of the example surveys on this site can help you out. Sometimes your customers can too by just normally criticizing your work.
Some questions i often put are: Has my service improved in the time youve been here, Things about if customer service has been easy and efficient, Rating of my work 1-5 or 1-10, Would you reffer me to a neighbor friend family member or coworker? if not why?
"what could i improve on most to make your lawn better and you happier"
This question has given me the best response and i include it in almost every survey it truly helps and the customers feel like they can bring anything up with you and when you give them the option too they dont hold it back and get upset that your doing something wrong and you dont just know.. if that makes any sense
im not very good at explaining alot im sorry
How do you suggest sending it? Possibly in letter format along with an invoice or no?
It depends on how they recieve there invoice. Some like it mailed and some like it E-mailed. I give the option so its easier for them to make a payment.
I offer 5% off one service for every survey they fill out..so it dosnt affect me much and alot more people take the time to fill out a 5 question sheet.
they will either mail it back, tape it to there door when i mow, or email it back with the awnsers
I think surveys have been the most useful thing in getting to know my customers needs and wants.
Also I was wondering, what should a lawn care business owner include in a confirmation of cancellation? Should that be a letter or what do you suggest?
The letter is for me to keep on record that he left and as a second chance to bring him back..i think that..if a customer leaves there is a reason. He/She is unsatisfied with the work provided, there is a money issue, or there moving etc.
If its something that can be done like a work issue..offer to fix it and if they will give you another chance.
If its a money issue call up the person and ask what a more suitable price would be..dont let them jerk you around too much you cant be breaking even or even losing money..but sometimes its just a couple of bucks that does the trick.
In the letter itself its nothing special
just a letter head
a few sentances saying how you enjoyed the time spent with the customer
and you were grateful to have the opportunity to service there lawn
your sorry for any inconvenience that might have occured in the time with us
and a few other things you can throw in
and then asking to return back the survey on why they left and how they liked the service we provided