I read an article today on the 8 rules to good customer service, which made me think if Cory's Lawn Service was keeping to these 8 rules? This is a area of a business that is probably the most key for success, because if you don't go out of your way for your customers then your customers will go out of their way find someone who will. I realize there are hundreds of lawn care trucks driving around in Reno everyday, so why should someone choose Cory's Lawn Service to take care of their property instead of the other guy? Before reading this article I prided myself on our over all customer service, and I still do, but I can see there are still some obvious ways we can improve to help our customers. (Quick Story) A few years ago my wife and I were picking out our Christmas Tree from a lot. I have never really thought about desiring good customer service at a tree lot because its a once a year purchase and half the time I forget where we got I tree the year before. Anyway, after selecting our tree I realized I did not have any cash and told the tree guy we would be back to pick up the tree once we went to the ATM. Right then the guy loaded our tree up in my truck and said, "Just bring the money by later this week whenever convenient. You guys have a nice evening". Since that day, I have continued to return to the same Christmas tree lot year after year and recommend my friends there as well.
So, how can a lawn care service provided a similar type of wow reaction? How can we stand out above the crowd? How can we better serve our customers? This is where the lawn care business can not just be about mowing the lawn and getting the job done, because honestly the next door neighbors kid can do that for a lot cheaper. It means, consistently thinking about small things that customers enjoy that you necessarily don't get paid for. It means, owning up to your mistakes and fixing them. It even means, taking the extra time to chat when Mr. Johnson comes outside to pay you.
Although nobody is perfect, as a business owner it is a priority for us to be thinking and applying these steps daily. If you are a current customer who is reading this I want to know if there are ways we are excelling or lacking in our customer service? Let us know your thoughts, good or bad.