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Managing client expectations

Business Management

Convincing customers to be patient is the road to retaining their business.

Kristen Hampshire | September 6, 2012

Customers looking for instant gratification can get disappointed if they order up a green lawn and don’t see results the next week. So managing expectations is a big part of the customer satisfaction picture. Scott Lauersen, president, Lauersen Lawn & Landscape, Hawley, Pa., makes sure that clients understand that getting golf-course appeal takes time.

Ask questions. Lauersen wants to know what clients’ goals are for the property. What do they like or dislike about the property now? What do they wish the site looked like? Where do they see the lawn in the future?

Explain the basics. Offer information on why pH soil testing is important for determining the proper lawn care products and applications. Explain why the lawn has weed and/or disease pressure. Discuss the problem areas and the cause for those. Help customers understand the true state of their lawns, Lauersen says.

Present a plan.
Now that you know their goals and have identified the problem areas, create a plan for clients so they know what you’ll do when on the property, and how long it might take for them to reach their objectives. Set the expectations. And, address what results the customer can expect to see immediately, Lauersen says.
 

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