Offering same-day service can work if you have the right chain of command.
Tim Brock of Brock Lawn Care and Pest Control touts the fact that his firm offers same day service on the company’s website, promotional materials and advertisements. If a customer requests same-day service, then Brock makes sure that the request is addressed the very same day – even if it means taking care of it himself.
“With some pest problems, whether it’s some sort of stinging pest or a fire ant, we recognize that it’s an urgent call and we need to respond to it the same day,” Brock says. If anything, “It’s a good marketing tool, and we can market ourselves being responsive.”
Most requests are handled the next day, of course, and same-day requests occur seldom enough that they can typically be handled by Brock’s staff. However, on a particularly busy day, it is not unheard of for Tim Brock to handle a call himself.
“One of the unwritten rules around our office is that if an urgent call comes in, we have a chain of command it works up,” he says. “If my techs and salespeople are busy and they can’t respond to it, they know that I will go respond to a call if I have to.”
This is one of three stories that appeared in Lawn & Landscape's Growing Green e-newsletter. To continue reading about Brock Lawn and Pest Control:
Tech savvy: Using separate lawn care and structural pest control technicians can still save you time and money.
Marketing mix: Brock Lawn and Pest Control hasn’t dropped its traditional advertising to just chase Web surfers.