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great mower, terrible service
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Six weeks ago I bought a new mower. It was fantastic to use... Had this switch between mulch and bag that really sold me on the machine. Won't mention the model... But it's a popular brand sold worldwide. The first thing that went wrong was that it started smoking. I don't mean a little bit. Great clouds of white smoke. The oil was fine... But when it was still happening at the end of the week, I took it back for repairs. They gave it back to me on the Monday and told me it no longer smoked. Things went fine for four weeks. And then came the fuel leak. Straight out of the bottom of the fuel tank. I dropped it in on a Saturday. They said they'd be on it Monday to order parts... Should be running by Tuesday.
What the????? The whole time I dealt with them, they were rude and dismissive. Here's the thing... After this trial we were looking at picking up another three mowers. If we do that, I can tell you one thing. It won't be from them. So here's what I learned: Customer service isn't just about fixing problems. It's about respecting people's time and following through on what you say you'll do. When you treat people poorly, you don't just lose one sale. You lose future business and referrals. The same thing applies to your lawn business. Your clients are trusting you with their property every week. How you communicate makes the difference between a one-time job and a long-term client. Being responsive and respectful is what separates professional operators from the "guy with a mower." So if you want to build a lawn business where clients stick around... and refer their neighbors... Join the free Lawn Business Builders Pro community and learn systems for client communication that turn one-time customers into recurring monthly revenue. [Click here to join the free community.]Until next time, Get out there, mow lawns, and have fun. Stuart P.S. Inside the group, you'll also get access to:
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Start and grow a six-figure lawn care business in your spare time. Increase your income every year by working smarter, not harder. Tips and tricks to your inbox each week. We care about our subscribers and we will never spam you or pass your details to anyone.
I was talking to somebody the other day who told me that when he started his lawn care business... He had no idea how to price a job. He looked at a garden cleanup job and quoted $50. The lady said that sounded good... She also mentioned that the previous person had quoted $275. He immediately suspected he'd quoted wrong. But what could he do? He'd already given her the price. So he turned up the next day to do the job. Ten hours later he was done. Ten hours for fifty bucks. He told me that...
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This is one reason behind most of the issues lawn care businesses face. “I haven’t got enough lawns.”It's a lead issue. “I’m not charging enough.”It's a lead issue. “My jobs are too far apart.”It's a lead issue. “There’s too much competition.”It's a lead issue. Different complaints... Same concern. It’s almost always a lead issue. Here’s why: If you’re relying on referrals, random inquiries, and people finding you by luck... Sure, your business can continue. But it will never really thrive....