Mike Andes shows real phone calls from his lawn care command center, including a customer complaint about grass clippings, a rescheduled job moved to August 3rd, and coaching staff on clear communication during difficult conversations.
Grass was all over the sidewalk, the walkways. I said, my neighbors are going to kill me.
Hey, everyone, Mike annies here@landscapebusinesscourse.com today we're going to have a special episode because we're going to be showing you behind the scenes here at command center for Augusta Lawn Care. And I want you to be able to learn from them in terms of how to answer the phone and how to deal with customers when it comes to your lawn care business, whether it be taking a new lead, whether it be setting up an estimate, whether it be collecting on an invoice that's overdue and before it goes to collections, these are all scenarios that we have to face and figure out when it comes to our lawn care business. So let's go ahead, jump into the command center and see what we can learn for your lawn care business.
Hi, my name is Rachel. I am mainly a trainer. Today I'm going to be making a phone call.
My name is Brian. I work here at Augusta in the call center area.
I'm Liz. I'm the operations manager for Augusta.
Please leave your message for.
Hello, this is April from Augusta Lawn Care Services. I hope you're doing well today. I am calling regarding some overdue balances.
Hi, my name is Brian. I work here at Augusta Lawn Care. Every once in a while we get an upset customer and we try to take care of them. So I'm going to call this gal back right now and see if we can address some of her concerns.
Hello, Grace, this is Brian from Augusta Lawn Care.
Yeah, Brian.
Hey, thanks for your patience.
I'm not used to all of this.
Yeah, I wanted to make sure you were taken care of. I did get off the phone with Felix and we discussed the matter and he does want to come back out and meet you.
I know it's late in the season, but the thing is I know that they can do other things to directly hit the chemical on whatever is growing. I figured, well, let me try Augusta. They might be on the right track.
Well, we certainly want to try to get it fixed up for you. I know that it's not looking great right now.
Whatever he could do for now to sort of put a band aid on it for the rest of the year.
How has the rest of the experience with Augusta been for you thus far?
Pretty good, except for that leather I got. Listen, what do you guys do? What do you have on a computer? Things that disappear.
About the golf balls, if you want them for free, you can go to the lake or the dog Maxi. If he has to go to the groomer. You have to pay for it.
Yeah, it's kind of. It's a lighthearted, silly email talking about Max's needs and some of the costs of his upkeep and how.
Yeah, I mean, I know. I don't know why they even sent that to me. It was like I just asked to have a bag put on my. On the mower. The glass was all over the sidewalk, the walkways. I says, my neighbors are gonna kill me.
All right, well, I understand that. We'll get you taken care of. Felix was looking forward to seeing you on.
Okay, thank you, Brian.
Take care, Grace.
Your call has been forwarded to an automated voice messaging system. The mailbox is full and cannot accept any messages at this time. Goodbye.
Your mailbox is full. Thank you so much. We look forward to hearing from you. Have a good day. This is April from Augusta Lawn Care Service and I was just calling about a balance on her account and seeing if she was able to make a payment today.
When she comes back, I'll have her call you.
Okay. Is there a better time for me to reach out to her?
Okay.
Okay. I'm sorry, what was your name? Sorry, I didn't get to catch her. But I appreciate your answering the phone and we'll be in touch.
Okay, thank you.
Okay, thanks, Amanda. Have a good day. Bye. They can click here and talk to us live. This person.
Is from Texas and they are asking us for their username and password for their client portal so we can talk to them and respond to them. This person right here is talking to us from Mooresville, North Carolina. So I asked her to please provide his address, phone number, email and property address so that we could send an estimator out to view the property. Hi Mark, this is Rachel calling from Augusta Lawn Care Services. I was just calling to let you know that we have moved your job up from Wednesday to Tuesday, so that's going to be on August 3rd. Please let us know if you have any questions. You have a wonderful day.
Hi there, I'm Liz. I'm the operations manager for Augusta. I work a little bit higher level with the franchisees and some of their needs a lot with hr, dealing with employees and employee issues and just being a support to the franchisees and the staff. We look to have a world class staff in the future call center and we have a phenomenal group of people here. So we're just getting better and better at serving others. We offer a lot to our clients and it's important here that we are confident and clear and know what we're talking about.
A great customer experience starts with great communication and great communication. A lot of times is going to start with you or your office people making sure that they're clear, concise, and they know how to answer the phone in a way that's going to upsell the customer and present a great brand image for your company. So I hope something today was helpful, whether it be answering the phone, getting new leads in the system, collecting on a payment that is overdue, or just getting your business to be more profitable and more professional in the mind of the customer. I'm Mike Andes, landscapebusinesscourse.com We'll see you tomorrow.
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Mike, Andy's here. Thank you so much for watching the video. If you're just starting your lawn care landscaping business or you want to take it to the next level, check out the link below. Landscapebusinesscourse.com is going to give you the steps to get your business to $100,000 in monthly revenue. Check it out. We'll see you next. Video.
