Customer service is a very important part of any job, and should be just as much a priority as the physical work involved in an installation. At the end of the day it doesn’t matter how good you are, if you don’t inspire confidence and trust in your customer then you’ll never secure the job in the first place. And keeping this trust through excellent workmanship and service is the exact way to turn that trust into a recommendation.

5 Essential things to do to leave your customers feeling satisfied.

Brush the lawn

The most basic of all requirements, and should be a standard on all installations. Grass can be flattened whilst kept in roll and should be brushed up as a finishing touch to any installation.

Leave the area clean and tidy

It can be a messy business transporting aggregates, sand, splitting bags and cutting rolls. There’s no way you should leave your customer to clean this up after you’ve left. Make sure you leave the area clean and tidy, so they can focus on appreciating their new lawn in all its glory.

Provide them with a guarantee

No doubt you’ve probably used this as a part of your sales pitch so make sure you actually give it to them! It’s an important piece of documentation for you to both have and gives a customer peace of mind that any future problems will be honoured accordingly.

Provide them with a maintenance guide or program

Advice like this is much appreciated by the customer and shows that you value the life of their lawn and want them to get the best out of it. You may also suggest a maintenance program if it is a particularly large public area or experiences a lot of traffic.

Thank them for their custom and let them know you’re available for questions

Chances are you may never hear from your customer again, but they also may have an unexpected problem or question in the future. It’s best to leave on a positive note, rather than sour it with dismissal. Remember the relationship doesn’t just end when you get paid.

 

Most of our top tips are about a particular product or technique involved in the installation method, but this month we focused on a customer service aspect of the job.

At Trulawn we do not simply supply product, but also offer advice and sales knowledge to help our customers and our partners grow their businesses.

Hopefully you found this valuable, and not too obvious. If not, there’s always next month!