A short YouTube video (uploaded April 16, 2023) by Mike Andes about retaining lawn care customers. The included transcript excerpt shows a customer complaining that a previous provider damaged her fence and repeatedly failed to resolve it, and Mike Andes advising that prompt resolution of mistakes (damaged property or callbacks) is crucial to long-term customer retention.
This customer called in because her previous lawn care provider damaged her fence.
Okay, you know, I didn't want to do this. You know what I'm saying? But you know, I need someone else to come by and do my yard besides the guy that has been coming here. He's doing basically a half job and I've given him plenty of opportunities. He's destroyed my fence last year and I keep asking him all the time. He comes are you going to fix the fence? Are you going to come and get the fence? I have text messages, I have pictures.
Most customers understand that mistakes happen. But when you make a mistake, how fast you resolve the problem is extremely important. Whether it be damaged cases or having to do a callback. Do it quickly, as quickly as you possibly can get back to the customer, resolve the issue. That will go a long ways in keeping that customer for the long term.
