About This Video
GopherHaul Podcast - How many welcome letters should you send your new lawn care customers.
I am constantly learning new things on the Gopher Lawn Care Business Forum. The things that amaze me the most are the things that I just would have never thought of without the help of others. Take for example this simple topic. How many welcome letters should you send to each of your new lawn care customers? I would figure one would suffice. However, when we started talking about it, I learned that other lawn care business owners were sending up to FOUR! Four welcome letters at different times to a new customer! Who would have thunk!
Initially I was talking about a concept where each new lawn care customer would get a letter specific to their needs. However as we got into this the discussion grew and taught me as your lawn care business grows, so does your need to change your marketing. As your client list grows longer, you are probably going to be afforded less time to individually customize your marketing for each client. Instead you will find a need to create more generic material that can be used for all of the new customers.
Ed: Our company is a little to big to customize our marketing. With 15 lawn care technicians and an average of 25 lawns per technician, it would be difficult to keep track of.
I think making sure the customer is well informed on how your company handles different situations would help with the customer retention. In my welcome kit, I have tried to include answers to every question they may have.
I started my welcome kits in July. Next month I will do an analysis on the retention rate from the customers that received a welcome kit to see if it really has any affect.
Steve: Do you mean you include a general list of business frequently asked questions? Like who to contact. How you bill etc. Or do you mean more like lawn specific problem questions?
Ed: Both. It contains the frequently ask questions abo
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