Are You Really Listening? How Landscaping Customer Feedback Builds Stronger Client Relationships

Let’s face it: The landscaping world isn’t what it was five years ago – or even last year. Customers’ needs, expectations and preferences are constantly evolving. If we don’t check in with them regularly, we risk falling out of sync. And when that happens, we start delivering what we think they want, instead of what they actually need.

At the Harvest Group, we’ve run successful landscaping businesses, and we’ve also made our fair share of mistakes along the way. One of the biggest lessons we’ve learned is don’t guess what your customers are thinking — ask them. That’s where customer feedback and surveys come in. When done right, they’re one of the most powerful tools you have to strengthen relationships, boost loyalty and uncover new growth opportunities.

Why customer feedback matters

Here’s why we believe surveys should be part of every landscape contractor’s business playbook:

1. You get the real picture. Surveys show how customers actually perceive your services — not how you hope they do.

2. You catch problems early. A well-timed survey can surface issues before they turn into lost accounts.

3. You measure satisfaction. Tools like Net Promoter Score (NPS) or simple satisfaction ratings can help you track trends and loyalty over time.

4. You validate decisions. Thinking of rolling out a new service? Survey your customers first. They’ll tell you if it’s something they’d actually buy.

5. You build connection. When you ask for customer feedback, they feel seen and valued. That emotional connection is worth gold.

6. You get an edge. Honest customer insights can help you fine-tune your operations and stand out from the competition.

Harvester tip: A survey is only as valuable as what you do with it. Ask clear, unbiased questions. Act on what you hear. And don’t forget to close the loop — let your customers know how their feedback made a difference.

Different ways to gather customer feedback

There’s no one-size-fits-all approach to customer surveys. The best method often depends on the type of client and the depth of insight you’re looking for.

1. Informal, in-person check-ins. For your maintenance clients, nothing beats a good old-fashioned walk-through. Schedule monthly property reviews and take the opportunity to ask how they’re feeling about the service — and the crew. With design/build jobs, the final walk-through is a golden moment to ask about the overall experience, not just the finished product.

The benefit? You get real-time feedback, and you can often pick up on body language and tone that tells you more than words. The drawback? Some clients might hold back to avoid hurting your feelings. That’s why it’s important to create a safe, open environment.

2. Written surveys. Short, well-crafted written surveys are great for collecting honest feedback. Keep them simple, respectful of your clients’ time, and focused on what really matters.

For maintenance clients, consider sending surveys twice a year — once mid-season to catch potential issues early and again at year-end before contract renewals. For design/build projects, include a survey with the final invoice to get feedback on the entire process — from sales to installation to billing.

Bonus tip: incentivize responses. A small thank-you gift or discount can go a long way in boosting participation.

3. Focus groups. Want deep, candid feedback? Invite 5-7 trusted long-term clients to a casual focus group. Hold it off-site, hire a neutral facilitator and ask questions that get to the heart of what it’s like to do business with your company.

Clients love knowing their input helps shape the future of your business — and you’ll walk away with valuable insights that no survey could ever deliver.

What should you ask?

Your questions should uncover three key things:

• What do your clients truly want and expect?
• How are you doing in their eyes?
• Does your process make working with you easy and enjoyable?

Every client is different, and the only way to know if you’re hitting the mark is to ask.

Harvester tip: You can install the most stunning landscape in town — but if the process of getting there was frustrating, your client won’t remember the beauty. They’ll remember the headache.

The bottom line

At the end of the day, success isn’t just about the quality of your work; it’s about how your clients experience working with you. And that experience begins with listening. If you want to build stronger relationships, uncover areas to improve and stay one step ahead of your competition, start asking your clients what they really think. And then — this part’s critical — do something with what they tell you.

Trust us: your future self (and your client roster) will thank you.