Spending Spree

Contractors must be proactive in their quest to keep customers satisfied. Follow these steps to effectively measure customer satisfaction.

Nicole Wisniewski

Published May 22, 2003

PROJECT / AVG. AMOUNT SPENT WITH A CONTRACTOR
Path/steps/ $703
Planting bed/ $618
Resodding Lawn/ $533
Trees/shrubs/ $507
Flowers/ $329
Lawn maintenance/ $278
      * Source: ADVO

Based on an ADVO survey, the average amount clients spent hiring professional contractors to handle their landscape projects ranged between $278 and $703, based on the particular service.

Contractors can increase this amount by measuring how satisfied or dissatisfied clients are with service professionals.

The first step is to be proactive rather than reactive. Many companies have customer complaint handling processes, but most customers do not complain – they simply walk. And then getting them back is more difficult. To better measure client satisfaction, follow these online tips:

  • List the benefits you offer customers. Then rank them in order of client importance.
  • Starting at the top of the list, identify how and when to measure the benefits without inconveniencing customers.
  • Identify how you are going to collect the data you require from customers – at the point of sale? Point of delivery? Post-sale follow-up? Occasional questionnaire?
  • Set up a process for collating and monitoring performance and taking action where needed.

    • The author is Managing Editor of Lawn & Landscape magazine and can be reached at nwisniewski@lawnandlandscape.com.

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