The Top Things Customers Hate about the Typical Lawn Care Company…and how we’re different!
#1 – “Help! They left the gate open and my dog ran away!”
Terra Turf Solution: When a job is complete, a multi-point checklist is established, before we move to the next job. Of course, one of the items on that checklist is, “Did you close the gate?”
#2 – They don’t answer the phone.
Terra Turf Solution: We have a team ready to answer your calls and emails Monday – Friday, from 8:00 AM – 5:00 PM
#3 – They break things, and don’t tell the client.
Terra Turf Solution: This is another item on the post job checklist....”Did any damage occur while providing the service?” Photos are taken at every job. Should damage occur at your property, the office is notified immediately, and photos are reviewed to establish the next steps. The office will then contact you to let you know what happened and how we are going to repair/replace the damaged item.
#4 – They are always late.
Terra Turf Solution: We use very advanced scheduling and dispatching software that allows us to monitor progress in the field and even map all location of activity throughout the day. This allows the office to quickly and easily identify if we are running behind, so we can either dispatch alternate assistance to the area or contact you regarding the delay. In the event of a weather delay, we will contact you to let you know that we are delayed and when you can expect us at your home.
#5 – “Weren’t they supposed to mow my lawn today...?”
Terra Turf Solution: We follow a very strict mowing schedule. We provide you with your mowing day for the season. This establishes when you can expect us each week. In the unlikely event of a weather delay or mechanical failure, we will always contact you so you are informed of any delays or changes.
#6 – “You missed a spot.”
Terra Turf Solution: We provide excellent and professional service. Our company has been in business for over 20 years. We know how to provide quality and meet your expectations.
#7 – They leave behind a mess.
Terra Turf Solution: We know what you expect and will follow the specifics you provided when you placed your order. This will ensure professional, quality service, every visit. Our end of job checklist also makes sure all the grass clippings and debris is blown off all the sidewalks, driveways and your patio furniture.
#8 – “What am I paying for? This invoice is so confusing!”
Terra Turf Solution: We use a software program specifically built for lawn care companies. Our software allows us to know exactly when service begins and ends at your home. This information is included on our invoices, as well as, the details of any service(s) provided at your home. In addition, photos are taken before and after every job. These photos are automatically attached to your account, so we can address any questions or concerns, should they arise.
#9 – Their invoices and billing procedures are unprofessional.
Terra Turf Solution: We accept all major credit/debit cards and bill for services within 24 hours of completion. This keeps the billing current and allows our team to immediately address questions or concerns about a service and billing while it is still “fresh” on everyone’s mind. If you ever need a receipt or statement, just let us know. We can email those to you immediately. You may also access your account history, online anytime, via your Client Portal.
#10 – They are not clear with their prices and service descriptions.
Terra Turf Solution: All of our services and pricing are clearly listed on our website. In addition, the same software that we use for creating an estimate, also handles, creating purchase orders for materials needed to complete the job at your home, scheduling of the job and then finally the invoicing and receiving payment. This allows us to transfer the exact information listed on the original estimate that you reviewed, and approved, to every piece of the process. Terms of Service and FAQ are also listed in each order submitted online.
#11 – They make clients repeat themselves.
Terra Turf Solution: We use an advanced phone system that allows us to listen to live phone calls, as well as, record every call for quality and training purposes. Our office team members can play back calls once they hang up with a client to resolve any questions or clarify details, to ensure the service is scheduled correctly.
#12 – They don’t deal with complaints.
Terra Turf Solution: We have been in business for over 20 years and have a great rating with Google, Yelp, The Better Business Bureau and Angie List, just to name a few. Our greatest source of new business is from referrals. Rest assured, we take your feedback very seriously and will make it right if anyone in our organization drops the ball.
