Why are your lawn care customers canceling service? This is a discussion that is going on in the Gopher Lawn Care Business Forum. You can join in by clicking on the link.
Are you keeping track? You should.
When a lawn care customer calls to cancel service there are some things you should do to try and keep them. If you can’t keep them, try to find out why they are leaving.
Bob has been keeping track of when his lawn care customers canceled service. Bob said “When researching our cancellation history I found that most of the canceled accounts had been canceled within the first 3-4 months. If they had been more informed from the beginning, maybe we could have saved the sale.”
Steve: “I think this is something most small lawn care businesses miss. They never find out why a customer is canceling. When a customer cancels with you do you ask them on the phone why? Or does a sales staff member talk to them?
Do you ask them any specific questions as to why they are canceling and do you offer any inducements to try and keep them with you for a little longer? How do you keep track of this? Does your staff have a check list of questions to ask?”
Bob: “When a lawn care customer calls in to cancel, we alway ask if there is a specific reason. We always try to satisfy them or resolve the issue. If for some reason they still cancel, I send them a cancel letter along with a small survey asking more specific questions. A lot of times the customer does not tell us the real reason when we are talking to them over the phone, but they will tell us on the survey. During early spring when the weather is more difficult to work with, our lawn care technicians can use this information to try to call the customer back up to gain their business again. Also when we receive the survey back, one of the managers that can handle the issue will give the customer a call to talk to them about it and try to resolve the issue.”