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: 36,519
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: 36,519
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: 36,519
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: 36,519
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
Lawn Care business...
crieg122
10-23-2014 01:23 PM
Yesterday 08:06 PM
by Matther777
7 294
Leaf removal
madmedic8575
10-24-2014 04:14 PM
Yesterday 08:02 PM
by Matther777
4 176
Business Cards
crieg122
Yesterday 12:03 PM
Yesterday 07:55 PM
by Matther777
2 86
raking leaves ?
robert8509
10-22-2014 09:19 PM
Yesterday 12:09 PM
by biglee
10 359
Leaf Box & Loader Set...
ringahding1
10-21-2014 06:20 AM
Yesterday 11:46 AM
by crieg122
6 359
Gie-review / What's new...
ExtremeLawncareServices
Yesterday 09:19 AM
Yesterday 09:19 AM
by ExtremeLawncareServices
0 68
Dealing With Gas Can...
Mr. Mow
10-21-2014 01:41 PM
Yesterday 08:37 AM
by Dan Tanner
10 413
My Newest Toy (B.P....
Dan Tanner
10-23-2014 05:50 PM
Yesterday 05:06 AM
by Dan Tanner
2 195
hey everyone
robert8509
10-22-2014 08:16 PM
10-24-2014 11:07 PM
by robert8509
7 281
new to the forum
madmedic8575
10-24-2014 02:52 PM
10-24-2014 02:52 PM
by madmedic8575
0 104
Pressure Washing Like a...
TNTurf
08-01-2014 11:47 PM
10-24-2014 01:00 PM
by Steve
11 955
12 Years in Business!
Chilehead
10-23-2014 08:07 AM
10-23-2014 11:08 PM
by Chilehead
2 197
Cheapskate Landlord...
Mr. Mow
10-20-2014 06:33 AM
10-23-2014 05:55 PM
by biglee
13 513
Hi from SoCal
Jmoney
10-23-2014 11:29 AM
10-23-2014 12:51 PM
by Steve
1 168
Workmans compensation...
CDLAWNCARE
10-15-2014 08:05 AM
10-23-2014 12:33 PM
by Steve
5 621
Pda
stevef1201
10-18-2014 02:05 PM
10-23-2014 06:12 AM
by ringahding1
4 445
Hello, from TEXAS
sanchez5
10-17-2014 09:56 PM
10-22-2014 01:27 PM
by Steve
6 519
Organic Lawn Care...
NHray
10-17-2014 06:05 PM
10-22-2014 01:23 PM
by Steve
3 490
Hi Steve From West...
Mr. Mow
10-21-2014 01:59 PM
10-22-2014 01:19 PM
by Steve
1 264
Help a brother...
tbtigers03
09-28-2014 11:41 AM
10-22-2014 08:51 AM
by ringahding1
12 1,632
first year update
cmdlawncare
08-12-2014 05:41 PM
10-22-2014 07:47 AM
by ringahding1
4 1,466
What parts do you carry...
Just for Cuts
10-17-2014 09:08 AM
10-21-2014 01:36 PM
by Mr. Mow
16 769
Jungle to Beautiful
stevef1201
10-17-2014 09:54 AM
10-21-2014 01:26 PM
by stevef1201
11 620
These are the days on...
ExtremeLawncareServices
03-22-2014 09:12 AM
10-21-2014 01:19 PM
by ExtremeLawncareServices
158 11,574
Sunny Beach Tennis...
SGL1
10-19-2014 11:24 PM
10-21-2014 01:04 PM
by SGL1
4 365
Have you ever had to...
SouthernRootsLawnCare
07-26-2014 02:41 PM
10-20-2014 08:34 PM
by biglee
10 1,941
Look out Bob Villa -...
Mr Dave
09-30-2014 10:06 AM
10-20-2014 05:42 PM
by SGL1
7 1,426
how to fi d commercial...
mchampion319
10-19-2014 09:50 PM
10-20-2014 04:41 PM
by Steve
1 333
Hello From Tennessee
mrmann901
10-17-2014 10:02 PM
10-20-2014 04:24 PM
by Steve
1 399
questions on order to...
jack2048
10-13-2014 11:15 AM
10-20-2014 03:27 PM
by Mr. Mow
15 856
This sucks...
Matther777
09-18-2014 04:56 PM
10-20-2014 02:14 PM
by Steve
14 2,334
Cement mixer
KevinsLawns
10-15-2014 08:03 PM
10-20-2014 02:11 PM
by Steve
7 594
Hello ! New guy Rob here
RWorthley1
10-17-2014 04:05 PM
10-20-2014 02:09 PM
by Steve
1 438
Snow Blowing
gwilson98
10-12-2014 02:21 PM
10-17-2014 02:51 PM
by Steve
6 773
Spreading Weeds?
WesleySnips
07-27-2014 09:46 PM
10-17-2014 07:49 AM
by SGL1
6 1,082
Grasswhoopins.com Anyone...
GRASS WHOOPINS
06-21-2011 11:38 PM
10-16-2014 01:30 PM
by ExtremeLawncareServices
42 9,461
I Want to buy old...
ExtremeLawncareServices
10-10-2014 10:04 PM
10-15-2014 09:12 PM
by ExtremeLawncareServices
6 794
Say Hello !!!
Steve
03-19-2007 11:18 AM
10-15-2014 06:43 PM
by NHray
1,190 340,520
Do you find weed eating...
chuck2s
10-15-2014 02:10 PM
10-15-2014 02:10 PM
by chuck2s
0 521
Incorporating &...
WesleySnips
10-01-2014 09:39 PM
10-15-2014 01:37 PM
by kslawn
20 1,623
Falling into business
stellarmowing
09-28-2014 04:35 PM
10-15-2014 05:57 AM
by ringahding1
8 1,625
Apartment Complex and...
lxarth
06-22-2011 01:10 PM
10-14-2014 06:25 PM
by jrs.landscaping
42 9,734
I LOVE hedge trimming
stevef1201
10-13-2014 09:05 AM
10-14-2014 01:06 PM
by Steve
5 651
Help with seeder...
ExtremeLawncareServices
10-09-2014 07:39 AM
10-13-2014 08:09 PM
by ExtremeLawncareServices
5 809
The Market watch
WesleySnips
10-12-2014 08:47 PM
10-13-2014 05:40 PM
by SGL1
3 655
Help pricing a large...
Bradcook21
10-07-2014 06:49 AM
10-13-2014 02:00 PM
by Steve
7 1,005
leaf removal
Double J LLC
10-03-2014 04:24 PM
10-13-2014 06:46 AM
by Billy Goat
19 1,659
Acerage Rake
acrajchel
04-23-2014 07:23 PM
10-12-2014 10:53 PM
by SGL1
2 972
John Deere z235 Deck
WesleySnips
09-29-2014 06:02 PM
10-12-2014 06:20 PM
by kslawn
25 1,794
Credit card contract
SGL1
10-06-2014 05:31 PM
10-12-2014 03:40 PM
by SGL1
18 1,197
» Popular Tags
4wd apartment complex article marketing bark bid blades bob villa charge collections collections subcontractor commercial decorating ditches edging employee problems estimate exmark ferris fundraiser gopherhaul gravely growing a lawn care business hardscapes honda how much to charge installation introduction landscape services lawn lawn care lawn care business lawn care business seo lawn care business show lawn care business website lawn care business website seo lawn care website marketing monthly mr dave mulch mulch price new mower past due patio install podcast promotion pto redmax reo running a business scag search engine optimization seo shell small engine repair snow starting a business start up lawn care business steep lawns steve stihl theft of services top dresser toro toro grand stand trimmer rack truck new used landscape turfgrass consulting walker won't return
Powered by vBadvanced CMPS v3.1.0

All times are GMT -5. The time now is 03:13 AM.


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

All times are GMT -5. The time now is 03:13 AM.

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