Top 3 lawn care customer complaints and how to use them.

There are so many pitfalls when you are starting anything new and starting a lawn care business is no different. Early on, you may find yourself developing a business plan and strategy that you think makes sound sense, but it’s not until you run it by another business owner that has been in the game a while that you learn, your strategy just won’t work. Here is a great example of that from the Gopher Lawn Care Business Forum.

One new lawn care business owner wrote “I am just getting my lawn care business started this year and I am trying to gain new customers by promoting my mowing service at $40.00 a month. The problem I am finding in my area is that there is a lot of lawn care business competition and many of them are ‘fly by night’ guys who are cheap, show up this week, and then disappear the next. Because they are charging less, they tend to get the job. However, what I then am finding is that the customer is usually not happy with the service they get from such fly by night operators. So to start out and get the contract I have come down on my price. I figure once they are pleased with the lawn care service I provide, I will be able to go up some on the price, the next season.”

A second lawn care business owner said “I would stay away from that lawn care marketing idea. I did that when I got started a few years back and found that people hate price increases.

Honestly there is a certain demographic group of lawn care customers out there that would rather flat out pay less for crappy lawn care work.When that is the case, you just can’t win their business unless you are the cheapest and there is only so cheap you can go before you are paying the customer to mow their lawn. These are the customers you want to avoid.

I run my lawn care business with the idea that a certain percentage of my new potential lawn care customers are going to be in that group and those may not call me back today, due to my prices,  but after they try a cheaply priced fly by nighter and their lawn gets hacked, they will call me next week to fix what happened to their lawn. Then it will cost them twice as much for me to fix the hack job.

I have learned to hold strong to my prices. Some people from that ‘cheap demographic group’ never call back after I give them an initial estimate, but a large part of them do and when they do, I get paid the amount I need to run my lawn care business profitably.

The 3 biggest complaints I hear from new lawn care customers about their prior lawn care operator are.

#1- Unreliable. This is the biggest complaint from new clients. I hear it all the time how their last lawn guy would never show up on the days or times he was suppose to and when he did he missed spots, hit sprinklers, stole things, the list goes on.

#2- Contracts. Many new lawn care clients I have hate using them. They complain about having to pay even when no work is done because they got stuck in an annual contract.  I can understand where they are coming from, no one likes to get burned twice by doing the same thing over again. Because of that, I don’t use lawn care contracts and don’t plan on starting.

#3- Pushing other services. The bottom line is if they want a deck re-stained they would ask for it, so shut up. Mow the lawn and have the bill there by the end of the month. Most clients I have spoken to feel lawn care providers are on the same level as door to door salesmen. They just hate having to deal with them. They want their lawn mowed and generally most of the time want to pay right away. If I see a safety or environmental hazard of some sort I will bring it up and offer to take care of it. Otherwise I just do my job, spend a little time talking with them when the job is done, and make them feel good. Then move on to the next customer.

99% of the time if one of my lawn care customers wants something done they will call within the week of their next service and ask for it to be done.

So with these top 3 complaints in mind, you can consider changing the way you operate your lawn care business, at least until you get to the point where everything is running comfortably and you want to experiment more. Also, these three complaints give you great material to use in your lawn care marketing complain.

In your lawn care flyer or door hangers, you could list these top three complaints and explain how you run your lawn care business differently to give them the best service at the best price without the hassles they have dealt with in the past from competitors.”

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Lawn Care Business Books And Software.
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A rebellious teenagers guide to starting a landscaping & lawn care business
The GopherHaul Lawn Care Business Show Episode Guide.
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