Repeat business is key in running a successful landscaping business, and creating a great customer experience is the best way to achieve that.
Delivering high-quality work on a consistent basis, quickly addressing customer concerns, and offering personalized service packages will put your business on the path to providing a truly great customer experience that will keep them coming back over and over again.
Here’s what you need to do to provide your customers with an exceptional customer service experience:
1. Responsive Customer Support
Making it easy for customers to get a hold of you, and quickly responding to them when they do, is the first step in providing great customer service.
This means that you have to give your customers multiple options to get a hold of you - ie. phone, text, email and social media — so that they can choose the method that is most convenient for them.
Additionally, you must regularly check your messages and respond to them promptly. Even if a customer has a question that you can’t answer while you’re out working in the field, a quick, even automated email saying you received their message and will provide the information to them as quickly as possible is a good practice.
2. Social Media Customer Support
For some of your customers, social media has probably become their preferred way of managing relationships. Thus, providing customer support on social media is also important.
Doing so will first, allow your customers to communicate with you using the method that is most comfortable and convenient for them. Second, your public exchanges with customers and potential customers on social media will leave a record of the timeliness of your response along with how effective, organized and professional you are. As a result, this then shows all your followers how much you value your customers business and their experience with you.
For many landscaping business owners, there just aren’t enough hours in the day to manage all of of the social media channels out there. If you’re very active on social media, however, there are tools that can help you with managing and staying on top of all them.
Conversocial Software, as one example, brings all of your social media exchanges together into one place for easy viewing and responding. That means you won’t have to log into individual social media accounts to check and respond to messages. If you’re on one two social channels, just be sure to enable sound alerts on your mobile device for your business so you don’t miss any messages.
3. Personalized Service Offerings and Service Packages
Every customer has different needs. Being able to offer personalized services is another important part of providing an individualized and great customer experience.
Creating or maintaining a customer database that allows you to record notes about things like a customer’s current service package, special requests, their previous service history, and their preferences is the first step towards being able to offer and provide personalized service.
Additionally, taking the time to listen to a customer’s needs and group individual services together into service “packages” to address those needs will provide the personalized customer experience that many consumers are looking for. Furthermore, investing in a CRM (customer relationship management) system that also allows you to email your customers will make sending your customers a copy of their service agreement easier and faster. It will also ensure that the agreement is clear, professional, and that it can’t be lost or damaged.
4. Staff Training with Customer Experience in Mind
Staff training with customer satisfaction and the customer experience in mind will ensure that your customers are consistently pleased with the work-quality and your crew's performance. It’s important that all employees are trained to perform every task exactly the same way. From lawn mowing to thatching and edging, this will ensure that all of your customers receive the same consistent, top-notch work no matter what.
It’s also important to note that although your customers might not be home to see you while you’re working, you want them to be able to recognize that you were there that day because your team is trained on how to “present” the work you’ve done. Thorough cleanup and finishing details will make all the difference and always set you aside from the competition.
Providing a great customer experience is the best way to keep customers coming back to your landscaping business over and over again. Making it easy for customers to get a hold of you, and quickly responding, is the first step. Personalized service offerings will help better address their needs, and emailing service agreements to them will ensure that you’re both on the same page. Finally, training your staff to provide consistent, high-quality services over and over again will keep your customers coming back for years to come.