Spring is the retail equivalent of Christmas in the lawn care and landscaping business. It is your best opportunity for new sales. It’s also the time when most of your current customers cancel. Customers, and leads that may become customers, are precious – not only in the spring, but throughout the year. Below is a follow-up checklist as a "things to do" reminder for the spring season and all year.
- Make sure whoever is answering the phones is trained to take advantage of every opportunity and get as much information as possible from each call coming in.
- If you have leads coming in through the mail or over the Internet, make sure you save and organize them.
- Get all of the information into the computer in a data base environment so you can effectively use the data.
- If the call is a lead – Where did they hear about you? How do they want you to get back to them - phone call, email, text, etc.? Is there anything specific they want you to look at? Have they had a lawn service before and if so whom? When is the best time for you to call or contact them to go over the estimate? How else can you be of service? And of course, get all of the other pertinent information - address, multiple phone numbers, email address, etc.
- If the call is about customer service – What is the problem? (Note date and time of call.) Make sure they understand how important they are to you and that fixing their problem is your number one priority. Make fixing their problem your number 1 priority. Get out on their lawn as soon as possible and follow-up. Then follow-up again. Then follow-up again.
Sales / Service call staff
- Follow-up on each service call the next day if at all possible.
- Run leads within 4 to 5 days of receiving them, sooner (preferably the same or next day) if possible.
- Once you run the lead, call the prospect that night to review the information you left them. Call back no later than the next day. The time between you running the lead and calling them back (the less time, the better) will have a greater impact on your closing rate than the time between you getting the lead and running the lead. Organize your time accordingly. If you are going to be delayed in running the lead, contact the homeowner to let them know that.
- Be efficient in routing and running the leads. Time is more valuable now than at any other point in the year. Use it wisely.
Have a plan B.
- If weather prevents you from running leads, distribute door hangers.
- If leads are not coming in as you had hoped, find another way to generate leads – door hanging, block leading, knocking on doors.
- Start each morning with a goal and plan what you are going to accomplish that day. Do the same for everyone on your staff.
- Then, figure out how you are going to adjust that day's goals and objectives if something unexpected comes up.
- Implement plan B; something unexpected almost always comes up.
Take care of your customers like they are your best friends – they are.