How to prevent lawn care customers from canceling service.
Have you found yourself in a situation where you recently sign up a new lawn care customer only to have them cancel shortly there after? Did you ever wonder why that is the case? It’s called buyer’s remorse Let’s take a look into this phenomenon and what to do to prevent it from happening.
A forum member made a post on the Gopher Lawn Care Business Forum and 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.”
Chestin from lawn care marketing magic wrote “One comment about the lawn care customer cancellation rates. It’s pretty typical in ANY business to see the majority of your cancels refunds occur very shortly after the purchase. It’s called ‘buyer’s remorse’.
One of the things I suggest to my clients is to send a customer ’stick’ letter/card shortly after the first visit or two, reminding them about your great service, why you’re such a great VALUE, and of all the BENEFITS they’ll be getting. You might even consider including in your ‘welcome packet’ (which is another FANTASTIC idea I recommend to all my clients as well) a customer survey asking what they’re hoping to receive and/or the reasons they hired you. Consider including a postage paid envelope to make it easy for them to return, but when they do, send them a ‘thank you’ card with some type of gift card or other ‘goodie’ as a way of letting them know you appreciate their feedback.”
This is a great way to improve upon your lawn care customer retention. Sending a card or survey in the beginning of service is well worth the effort when you consider how long you might keep that lawn care customer around for.