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 > General Business Discussions

General Business Discussions A place to talk about general business discussions.

Insight from a client


General Business Discussions

A place to talk about general business discussions.
Reply
 
Thread Tools Search this Thread
  #1  
Old 01-22-2012, 03:22 PM
TiedemanLLC TiedemanLLC is offline
Senior Member
 
Join Date: Dec 2011
Posts: 226
Rep Power: 3
TiedemanLLC is on a distinguished road
Default Insight from a client

So at the end of every season I always send out a survey to clients asking about our services and demographic. This year I did something a little bit different. I have one client, that is completely honest when it comes to things. She is also one of my best clients, and has a great attention for detail. I love that she is picky about things.

I sent her around seven questions that ask for more detail information about our services, the pros and cons. I basically asked her to spend a little extra time telling me what she thought. These weren't questions to answer yes or no. I wanted detailed, paragraph answers.

All of the answers were great information, and gave me a lot of insight into things. However one thing that really surprised me was why my referral discounts weren't working.

I basically asked her, "We offer referral credits to clients, however very few clients use these $30 credits, what is something that we can offer as an incentive that you feel will make our current clients refer their family, friends, and co-workers for our services?"

She said that the reason she doesn't refer us is because she doesn't feel comfortable because of how high our prices are.

The past few years we could not figure out why our referral discount program has not been working well. It has actually declined since we have raised prices. But this little insight gave us the information that we needed, but at the same time has left us scratching our heads of what to do next with the lack of referrals.
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 01-23-2012, 01:14 PM
Steve's Avatar
Steve Steve is online now
Administrator
 
Join Date: May 2003
Posts: 36,623
Rep Power: 10
Steve has disabled reputation
Default

Lawn care business tipsLawn Care Business Book
So after thinking about this, what different paths do you feel you could take in dealing with this issue?

Also, how big of an issue do you feel it is?
__________________
- 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
  #3  
Old 01-23-2012, 02:26 PM
TiedemanLLC TiedemanLLC is offline
Senior Member
 
Join Date: Dec 2011
Posts: 226
Rep Power: 3
TiedemanLLC is on a distinguished road
Default

Quote:
Originally Posted by Steve View Post
So after thinking about this, what different paths do you feel you could take in dealing with this issue?

Also, how big of an issue do you feel it is?


Believe it or not we still haven't decided what to do. The first reaction is to lower prices across the board. We are probably the most expensive service provider in this area, and we did a major price increase last Spring. So our first thought is to lower prices.

It's funny, because when we did our survey to the rest of our clients we found out that their income levels were not as high as what we thought they were. So there is another red flag.

This is where I have an issue with though. I have always been a firm believer in providing a high quality service at a high price. Which we have always done. I am afraid that if we lower our price we may attract less than desirable work, and not be able to shift through all of the "less profitable clients"

I know we have to constantly adapt, but lower the prices is one area that I never thought we would ever do. We are at a crossroads with the business right now.
Reply With Quote
  #4  
Old 01-23-2012, 02:38 PM
Chaz Chaz is offline
Senior Member
 
Join Date: Dec 2011
Posts: 180
Rep Power: 3
Chaz is on a distinguished road
Default

I think I would ask her for some more advice..
Reply With Quote
  #5  
Old 01-24-2012, 06:41 AM
fullblast fullblast is offline
Junior Member
 
Join Date: Jan 2011
Location: Central PA
Posts: 28
Rep Power: 4
fullblast is on a distinguished road
Default

Wow, yea that would have me scratching my head too. But as chaz said, I beleive I would go see her and ask her what she thought about it and if she had any suggestions.

As far as your questionaire, did you get a good response in having them filled out and returned? If so how did you do that, and did you offer them any incentive to send it back?
Thanks.
Reply With Quote
  #6  
Old 01-24-2012, 10:35 AM
TiedemanLLC TiedemanLLC is offline
Senior Member
 
Join Date: Dec 2011
Posts: 226
Rep Power: 3
TiedemanLLC is on a distinguished road
Default

Quote:
Originally Posted by fullblast View Post
Wow, yea that would have me scratching my head too. But as chaz said, I beleive I would go see her and ask her what she thought about it and if she had any suggestions.

As far as your questionaire, did you get a good response in having them filled out and returned? If so how did you do that, and did you offer them any incentive to send it back?
Thanks.
My first set of surveys I sent out to everything I basically just asked for some help with ways to improve our service. I more or less told them that by answering the survey this will improve their service.

With these questions (in which I received the referral credit insight) that I sent out I actually asked ahead of time if they would mind filling out a questionaire with more detailed answers.
Reply With Quote
  #7  
Old 01-24-2012, 11:27 AM
bruces bruces is offline
new member
 
Join Date: Apr 2010
Posts: 828
Rep Power: 0
bruces is on a distinguished road
Default

if I am reading this correctly ,you are seriously looking into lowering your prices because one lady told you thats why she doesnt recommend your services to others ? That may be the case with her ,but is it not possible that she is the only customer that feels this way ?
Reply With Quote
  #8  
Old 01-24-2012, 11:40 AM
TiedemanLLC TiedemanLLC is offline
Senior Member
 
Join Date: Dec 2011
Posts: 226
Rep Power: 3
TiedemanLLC is on a distinguished road
Default

Quote:
Originally Posted by bruces View Post
if I am reading this correctly ,you are seriously looking into lowering your prices because one lady told you thats why she doesnt recommend your services to others ? That may be the case with her ,but is it not possible that she is the only customer that feels this way ?

Let me give a little more detail with the situation to help you better understand things.

When I sent out my first set of surveys back towards the end of 2011 I found out that most of my clients income level was lower than expected. With the survey we also found out that more than half of our services they thought were high in price compared to other competitors. I figured out that this is why some of my marketing pieces, especially the ones with installation work, fell on deaf ears. It was because they couldn't afford the outdoor kitchens or the landscape lighting systems. So more or less I found out my current clients have a lower income than what I expected. All of this time I was marketing for the higher priced services.

Now when I sent out this survey and received the response from her, I started to put two and two together. Our referral system has not been working at all. We have tried all sorts of incentives and still it hasn't lived up to our expectations. So with her response we found out that she didn't feel comfortable passing our name on because she knew other people couldn't afford our services and she didn't want to be looked at badly for giving out our name to someone else that couldn't afford it. Perhaps she also felt how others would look at her for "being able to afford" a high price service.


We put the two surveys together and realize that

1) Our clients make less money than what we thought

2) They already feel our prices are high compared to others

3) We lost a lot of clients this past season because they couldn't afford us anymore. They were cutting back on expenses.

4) Clients are not referring us because they think their friends, and family can not afford us.


So it all goes back to price. Out of all our surveys it never came back to quality, every single time it was price.
Reply With Quote
  #9  
Old 01-24-2012, 12:19 PM
Chaz Chaz is offline
Senior Member
 
Join Date: Dec 2011
Posts: 180
Rep Power: 3
Chaz is on a distinguished road
Default

well at least you know your quality is good!
Reply With Quote
  #10  
Old 01-24-2012, 12:41 PM
CHEESE2009's Avatar
CHEESE2009 CHEESE2009 is offline
Dr. Scott - Ruler of the Underworld
 
Join Date: Mar 2009
Location: Switzerland, Grindelwald
Age: 73
Posts: 4,475
Rep Power: 10
CHEESE2009 is on a distinguished road
Default

I have to lower my prices slightly this year, or have my clients pay more tax than last year for my services. It's a lose lose in my area.

From experience, keeping the customer top priority will kill you but sometimes we have no choice.

Lawn maintenance has become the next 'fast food' type of business. Get as much work as you can, and do it faster and faster to survive while maintaining a level of quality to keep you in the game.

There are two choices we can make;

a) let the ones who can't spare anymore money walk. Obtain clients who can afford your price.
Time consuming gamble for small business.

b) increase your productivity, work even harder, reach all audiences.
Friggen annoying, God is laughing at us.
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
Client from down under. SouthallMowing Starting a lawn care business. 13 08-12-2011 02:31 PM
Insight into starting a successful lawn care Steve General Business Discussions 4 03-16-2008 12:20 PM
Some Insight from Andre Bell Steve Lawn Care Marketing & Post your marketing material for review! 1 06-02-2007 07:41 PM
Holiday lighting business insight Steve General Business Discussions 0 12-04-2006 04:11 PM
How Well Do You Know Your Client? Steve General Business Discussions 4 04-26-2006 09:27 AM

» Recent Threads
  RatingTitle, Username, & Date Last Post Replies Views
leaf removal
Double J LLC
10-03-2014 05:24 PM
Today 10:52 AM
by Steve
27 2,680
Hello from Kentucky
TRV
09-30-2014 06:42 PM
Today 10:49 AM
by Steve
13 1,464
Hi to you NOTHERNERS
stevef1201
11-11-2014 05:56 PM
Today 10:45 AM
by Steve
7 456
Say Hello !!!
Steve
03-19-2007 12:18 PM
Today 10:32 AM
by Steve
1,195 349,340
Good help is hard to find
Hanks Lawn Care Services
11-19-2014 03:27 PM
Today 10:30 AM
by Steve
10 382
New parking area
ExtremeLawncareServices
11-07-2014 09:47 PM
Today 10:26 AM
by Steve
5 479
These are the days on...
ExtremeLawncareServices
03-22-2014 10:12 AM
Today 10:23 AM
by Steve
179 14,375
Thanksgiving cards
Steve
11-10-2008 11:57 AM
Yesterday 04:29 PM
by achri12
3 8,635
Happy Thanksgiving!
Steve
Yesterday 09:48 AM
Yesterday 09:48 AM
by Steve
0 38
Contract or no contract?
TRV
11-20-2014 09:18 PM
11-26-2014 09:23 PM
by stevef1201
5 320
Pics for website
tbtigers03
11-21-2014 05:40 PM
11-26-2014 12:12 PM
by Just for Cuts
5 270
Hi from IL
steveinil
11-25-2014 02:07 PM
11-26-2014 11:21 AM
by Steve
1 99
WNY saying Hi.
Sargewesser
11-25-2014 07:27 AM
11-26-2014 11:20 AM
by Steve
1 104
How to: Use Thumbtack...
acrajchel
11-17-2014 06:39 PM
11-26-2014 11:19 AM
by Steve
18 692
Peco Bagger
AGPS
11-18-2014 02:20 PM
11-26-2014 10:58 AM
by Steve
10 435
Beginner Mistakes:...
Steve
01-31-2007 12:45 PM
11-26-2014 10:57 AM
by Steve
22 6,331
Billboards for marketing
ExtremeLawncareServices
11-16-2014 08:39 PM
11-26-2014 10:40 AM
by Steve
14 496
How much do you up sell...
Essex Groundskeeping
11-23-2014 07:13 PM
11-24-2014 06:29 PM
by stevef1201
8 260
This sucks...
Matther777
09-18-2014 05:56 PM
11-24-2014 05:49 PM
by biglee
16 3,300
Pressure Washing...
WesleySnips
07-31-2014 07:13 PM
11-24-2014 04:32 PM
by acrajchel
4 724
New website
Chilehead
11-20-2014 04:39 PM
11-23-2014 07:40 PM
by Just for Cuts
12 389
My site is on fronts page
tbtigers03
11-14-2014 05:58 PM
11-22-2014 10:49 PM
by Just for Cuts
16 617
Belt dealer problem
googus
11-21-2014 08:45 AM
11-21-2014 06:36 PM
by Steve
2 216
What is going on with...
biglee
11-14-2014 03:04 PM
11-20-2014 02:50 PM
by biglee
40 1,076
My advice for new guys
avetslawncare
11-15-2014 09:32 AM
11-19-2014 01:47 PM
by biglee
10 627
Lawn Care business...
crieg122
10-23-2014 02:23 PM
11-19-2014 12:39 PM
by acrajchel
28 1,994
raking leaves ?
robert8509
10-22-2014 10:19 PM
11-18-2014 04:24 PM
by acrajchel
14 1,562
Leaf removal
madmedic8575
10-24-2014 05:14 PM
11-17-2014 07:34 PM
by acrajchel
6 1,291
sod job
SGlawncare
10-30-2014 09:21 PM
11-17-2014 07:10 PM
by acrajchel
7 880
Customer wants me to...
Mr. Mow
11-09-2014 07:13 AM
11-17-2014 06:48 PM
by acrajchel
10 654
Hello!
Brian3137
11-11-2014 07:15 PM
11-17-2014 06:46 PM
by acrajchel
14 578
small biz in Phoenix,AZ
anthonyramos1
11-08-2014 09:35 PM
11-17-2014 05:59 PM
by acrajchel
2 406
Client won't pay...
WesleySnips
10-30-2014 03:53 PM
11-17-2014 05:37 PM
by acrajchel
22 1,503
Government contracts
avetslawncare
11-15-2014 08:50 AM
11-17-2014 12:59 PM
by Steve
2 362
Need help on deciding a...
Brian3137
11-10-2014 06:32 PM
11-17-2014 12:44 PM
by Steve
12 630
West cost lawn prices
SGlawncare
10-09-2014 10:51 PM
11-16-2014 07:54 AM
by stevef1201
8 1,713
So how do you guys...
Mr. Mow
10-26-2014 08:55 AM
11-15-2014 08:44 AM
by avetslawncare
14 1,834
Truck, Trailer,...
hawthornelawncare
12-23-2011 01:01 AM
11-13-2014 08:35 AM
by jrs.landscaping
81 32,040
The most dangerous part...
Steve
10-06-2014 03:45 PM
11-12-2014 05:05 PM
by stevef1201
14 1,802
A little hang up in snow...
stevef1201
11-08-2014 07:05 AM
11-12-2014 12:51 PM
by Steve
4 541
Bi-weekly winter...
lxarth
11-04-2014 08:37 PM
11-12-2014 10:06 AM
by WesleySnips
9 748
taking first steps...
sizemorelawncare
11-10-2014 08:24 PM
11-11-2014 01:21 PM
by Steve
1 425
Back Pack Blower
Ian Lovejoy
11-09-2014 08:41 AM
11-11-2014 08:12 AM
by Just for Cuts
4 499
Business Cards
crieg122
10-25-2014 01:03 PM
11-11-2014 07:56 AM
by Just for Cuts
12 1,456
How the unregister?
alive101
11-04-2014 07:39 AM
11-10-2014 01:48 PM
by Steve
4 704
Belt adjustment question
googus
11-05-2014 06:43 AM
11-10-2014 01:38 PM
by Steve
5 608
Podcast
Shark1611
11-07-2014 05:42 PM
11-10-2014 11:41 AM
by Steve
1 405
hi, from Minnesota
rjklohn
11-07-2014 02:21 AM
11-07-2014 01:44 PM
by Steve
1 418
New to snow plowing
SS.Lawncare
11-05-2014 04:00 PM
11-07-2014 01:21 PM
by Steve
6 687
New Member
tonyap
11-05-2014 10:35 PM
11-07-2014 01:15 PM
by Steve
1 460
» Popular Tags
2wd 4x4 apartment complex bark billy goat brushcutter charge christmas collections edging employee problems equipment rental exmark ferris first truck foreman georgia gopherhaul gravely hills holiday how much to charge how to bid husqvarna hydraulic jobs kawasaki labor cost landscape services lawn lawn care lawn care business podcast lawn care business seo lawn care business show lawn care business website lawn care business website seo lawn care website lighting lighting brass outdoor lights managing a lawn care business marketing mowing mr dave mulch mulch estimate new buisness new business ordinance past due per hour service podcast push versus ride savannah scag v-ride search engine optimization seo shreaded small engine repair starting a business starting a lawn care business stihl sulky toro tractor auger trailer trimmer rack truck new used landscape walker won't return wood wright stander rh
Powered by vBadvanced CMPS v3.1.0

All times are GMT -5. The time now is 11:35 AM.


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

All times are GMT -5. The time now is 11:35 AM.

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