We recently had the pleasure of conducting an on-site consultation with a lawn and landscape company generating over $10 million a year in revenue. Now by all accounts, these fellas are doing a lot right. They had systems, staff, equipment, and a client list that most landscapers would envy.
But even the biggest trees can fall if the roots are weak. And in this case, their high-end residential estate management division was bleeding customers. We’re not talking about a few folks moving away or going broke. No, this was a pattern—clients canceling service due to problems with quality.
Now listen: Nobody likes to admit they’ve got a hole in the bucket, especially when the money’s still pouring in. But these owners were smart. They wanted answers. They wanted action. They wanted to fix it before it broke the business.
So we laid out a five-part quality control and customer retention plan. No bloated payroll. No extra overhead. Just practical steps that any landscape company—big or small—can take starting today.
1. Train Technicians to Greet the Client
Start with something simple. Have your crew knock on the door and say:
“Good morning, Mrs. Jones. We’re here to service your property today. Is there anything special we can do for you while we’re here?”
Now I know that might sound old-school, but y’all—it works. A friendly face, a polite question, and a moment of conversation builds trust. When you skip the greeting and just start mowing, you miss the magic. Customer service starts with human connection.
2. Leave Behind + Something Extra
This company was already using a “leave-behind” form to show what chores were completed. Good start. But we added a little extra flavor.
Before leaving the property, the crew leader was instructed to suggest one enhancement. Something outside the scope of routine lawn care. Like:
“We think your pool area would look even better with a few large pots filled with bright seasonal flowers.”
When you suggest improvements, you show the client you’re thinking about their property’s beauty—and their lifestyle. AND… that little note can spark a big sale.
3. Use the Invoice as a Sales Tool
These guys were sending invoices with one sad little line:
“Monthly service – $975.”
That’s like going to the grocery store, getting handed a receipt that says, “Food – $350,” and being told, “Have a nice day.”
Your invoices should list the service dates, what was done, and any extras. It reassures your clients, reduces billing complaints, and proves you’re worth the price.
Clarity builds trust. Trust builds loyalty.
4. Set Up a Customer Feedback Loop
We added a simple, automated survey to the invoice payment page. After paying online, clients see:
“Please rate your service today: 1 to 5 stars.”
If they pick 4 or 5 stars, the next message is:
“Do you have any special projects we can help with?”
If they pick 1 to 3 stars, they see:
“What can we do better next time?”
It takes less than 10 seconds—but gives you real-time insight. This little survey can stop cancellations before they happen and open doors to more business. It’s customer service that runs itself…no extra staff needed!
5. Make a Rain Day a “Thank You” Day
When it’s too wet to mow, don’t let your team sit idle. Put ‘em on the phone!
Have a crew leader call a customer and say:
“Hi Mrs. Jones, this is Sam with your landscape service. This is a courtesy call—we’re wondering if there’s anything about your landscape that you’re especially happy with right now?”
Let ‘em answer. Then follow up with:
“And while I have you—are there any areas that could use improvement?”
This does two things:
- It gives you praise you can share with your team.
- It gives you a chance to catch small issues before they become cancelations—or better yet, turn them into upsells.
And if you don’t have a crew leader who’s confident on the phone? That’s fine. Use an admin, your spouse, or even a college intern. Just make the calls!
Bottom line: These five simple moves cost next to nothing, but they can deliver massive returns. More loyal clients. Fewer cancelations. Bigger sales. And a tighter, stronger operation.
If you like this approach and want help putting it to work in your company, let me know.
I’m here to help you grow a landscape business that runs smoother, serves better, and stays more profitable every season of the year.
—Tony Bass
Founder, Super Lawn Technologies
866-923-0027
PS – I’m serious… if you need help putting these systems into your company, you can schedule a quick call with me here. Talk soon.
