The Most Common Customer Complaints to Keep in Mind When Running Your Own Landscaping Company
March 07, 2018
If you’re ready to take the exciting plunge into franchise ownership and start running your own landscaping company, there are a few key mistakes to avoid. Whether through mismanagement, negligence, or pure accident, landscaping companies deal with disgruntled customers at some point. To set your lawn care franchise apart, educate yourself on the most common customer complaints, learn how to minimize their causes, and prepare to deal with them should they occur.
One of the most important tenets of professionalism, and building a loyal customer base, is sticking to your appointments. If you’re going to be late, make sure to call. Clients always appreciate accountability and transparency. In the same vein, if you need to change your appointment time, be considerate of your customers and their schedule, and give ample notice.
Lack of Continuity
Customers like to deal with the same crew members on a regular basis and can often become confused when they see someone different treating their lawn every time. Your crew is the face of your lawn care franchise, and each member should be building a consistent relationship with their respective customers.
When your employees are overworked, feel rushed, or aren’t properly trained, their performance will suffer. Running your own landscaping company means holding yourself and your employees to a high standard of quality. Make sure your employees have a clear understanding of what each customer is looking for, and that they have enough time to get the job done right.
They Leave a Mess
The mark of a job well done is a clean yard, free of debris. Make sure any clippings are cleared from the sidewalk and street and leave the walkways as neat as you found them.
Lack of Communication
Always make sure there is someone on-hand to field calls so customers can always touch base. This may mean hiring an office assistant if you and your technicians are always in the field, unable to answer the phone. You want clients to feel heard and valued, and that starts with accessibility.
Your invoices should be as simple as possible, so your customers can easily scan them and know exactly what they’re paying for. Don’t make it hard for your clients to pay you. Make all text legible, service descriptions detailed and thorough, and remember—the invoice might be a customer’s last impression of you. So make it a good one.
Handle Complaints with Compassion
When running your own landscaping company, it’s almost impossible to avoid complaints completely. When a client does complain, refrain from the urge to get defensive, and try to come up with a solution. Commit to a plan of action and communicate that plan of action efficiently, with as little delay as possible. This is crucial to building strong customer relationships and fostering the loyalty that leads to repeat business.
If running your own landscaping company sounds like the right fit for you, and you’re excited about providing the best service in the business, reach out to us today to learn more.