This YouTube video (by Mike Andes) shows a customer-service interaction about a lawn care job: a new client reported missed spots after a mowing. Mike Andes describes common callback causes (overgrown lawns, customers absent for walk-through), and the crew returned within a couple hours to fix it. The customer praised the quick response, apology, and strong communication; Andes commits to personally supervising the next mow in that area to ensure satisfaction.
I guess I'm a new client. You guys came out yesterday and did my lawn. When I got home yesterday and I looked at it, there were spots that were missed. Very disappointed in it.
A lot of our callbacks happen when we come to a lawn and it's two or three feet overgrown and the customer's not home to do a walk through with the customers. And so there's specific things that she missed because they just don't know if it's part of the property. This case, the customer called back because they weren't home at the time of the service. And within a couple hours we all return back to the property. And this is what they said after that service.
You guys responded quickly. He apologized. I'm totally sorry about that. I'm going to get on the crew that is supposed to be in your area today. Next time we mow, I will personally do it myself and have my crew with me so I can show them exactly what to do. They came out, they did the yard and I was like, great, go for it, you know, and that, that was all fantastic. And the communication with him was fantastic.
