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: 37,974
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: 9
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: 37,974
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: 41
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: 37,974
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: 9
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: 9
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: 37,974
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: 41
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
3 Applications or 5...
stansg1fresh
02-18-2013 12:02 PM
Today 02:53 PM
by acrajchel
4 1,406
Chemical Applications
acrajchel
06-24-2016 06:44 PM
Today 02:48 PM
by acrajchel
2 64
Spot checked by...
Just for Cuts
Today 02:34 PM
Today 02:37 PM
by Chilehead
1 19
Newbie
Jhoell
06-25-2016 03:28 AM
Today 02:11 PM
by Chilehead
2 61
Say Hello !!!
Steve
03-19-2007 11:18 AM
Today 11:02 AM
by Brownieboy
1,253 438,137
Hello Everyone
JohnsLawnCare
06-22-2016 11:14 AM
Today 08:36 AM
by Steve
13 239
Business Overload
Chilehead
05-06-2016 09:27 PM
Yesterday 09:14 PM
by Chilehead
19 783
Firefighter gone Lawn...
Firehouselawn@hotmail.com
03-10-2016 04:50 PM
06-24-2016 07:26 PM
by acrajchel
9 10,101
Exmark Turf Tracer
acrajchel
02-01-2014 11:34 AM
06-24-2016 07:23 PM
by acrajchel
5 2,136
Rubber mulch...
avetslawncare
06-24-2015 09:28 PM
06-24-2016 06:59 PM
by acrajchel
7 3,041
Ybravo 25 mowers
SGL1
06-11-2016 09:52 AM
06-21-2016 03:44 PM
by acrajchel
5 293
Great Arborist Ladder
SGL1
06-04-2016 09:56 AM
06-17-2016 08:46 AM
by SGL1
10 387
Help a Brother Out -...
Hedgemaster
01-23-2012 04:19 PM
06-17-2016 08:28 AM
by SGL1
94 34,480
Best Push Mower You Have...
markty
05-14-2016 03:46 PM
06-17-2016 06:08 AM
by SGL1
20 852
anyone interested in a...
GoGreenerKS
06-16-2016 01:00 PM
06-17-2016 02:58 AM
by SC93
4 170
Prolin
rmccutchan
05-21-2016 04:53 PM
06-16-2016 05:28 PM
by acrajchel
3 328
Laying new grass, Sod...
WarriorLandscapingCAN
05-23-2016 10:07 AM
06-16-2016 05:27 PM
by acrajchel
2 322
Is it too late?
Cpadgett
05-28-2016 09:10 AM
06-16-2016 05:24 PM
by acrajchel
6 435
Upgraded to a new mower
Stevenor92
05-17-2016 08:17 PM
06-16-2016 05:22 PM
by acrajchel
9 543
How can I fix my...
WarriorLandscapingCAN
06-10-2016 07:47 PM
06-16-2016 05:19 PM
by acrajchel
2 230
Need a lil help
Cpadgett
06-05-2016 09:51 AM
06-16-2016 05:17 PM
by acrajchel
5 362
help with sole...
greenbuds
03-24-2016 12:21 PM
06-16-2016 05:01 PM
by acrajchel
4 9,757
New Member from...
tiptoppmanager
06-15-2016 07:39 AM
06-15-2016 03:18 PM
by SC93
2 169
Brand new fish pond
Flynn landscaping 2016
06-12-2016 09:53 AM
06-13-2016 11:21 AM
by Steve
1 147
Whats up??
Cpadgett
05-27-2016 10:57 AM
06-06-2016 08:46 PM
by Cpadgett
11 508
New Member from Texas
NathanR
06-02-2016 06:13 PM
06-03-2016 09:17 PM
by SC93
7 329
Edging Fad...
Tree geek
05-10-2016 11:29 PM
06-03-2016 07:02 PM
by SGL1
3 501
To mow weekly or Biweekly
WarriorLandscapingCAN
05-11-2016 04:09 PM
06-03-2016 06:42 PM
by SGL1
11 781
Your Time Lawn Care
yourtimelawncare
05-31-2016 01:12 PM
06-02-2016 10:11 PM
by SC93
2 289
Powered by vBadvanced CMPS v3.1.0

All times are GMT -5. The time now is 08:00 PM.


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

All times are GMT -5. The time now is 08:00 PM.

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