How I Keep My Customers

Jon Davis Tree Service
Spring Hill FL
352-799-3494

The first thing I ask my new customers is, “Where did you hear about me? And who did you use last time to cut your trees?”

The reason I ask them where they heard about me is because I want to know where my spring hill tree service advertising dollars are working. By keeping my advertising cost down, I can keep the price of the tree work down for my customers.

I remember once I advertised at the movie theater here in spring hill and they had little pamphlets they handed out about the movie theater and it had ads in it. During the six months I advertised in the movie pamphlet, I never had one person tell me they got my number from the movie flyer. The funny thing is I did have three people call me wanting to know what movies are playing this week. That being said, one of my most important things for my customers is keeping my advertising price down. It’s a win-win and everybody saves money.

I also ask them, “Who did your trees last time?” And why didn’t they call them back?

This has taught me over the years, what customers don’t like. Because I want them to call me back. I realize even though I’m the boss over my crew, I’m not the boss on the job. The customer is the one that pays us, and the more customers we keep over the years. The less you spend on advertising.

Some of the reasons I’ve heard from customers for not hiring their previous tree service is:

Several people have told me that they broke something, usually a sprinkler, and said they’d come back and fix it but never did. Fixing a sprinkler is very easy and cheap usually under ten dollars. And it’s very stupid to lose a customer over ten dollars.

Other stories I’ve heard which 99% of the time is that an unlicensed tree guy got paid before the job was completed, but never completed the job.

Other reasons are, they didn’t do what I asked them to. I went to an estimate once in Spring Hill and it looked like all the trees had been trimmed, there was still saw dust on the ground. The lady pointed up at that one limb, and said she wanted that one limb removed. She said she asked the other tree company that did all her trimming, but they told her the limb would be alright. They didn’t want to go back up in the tree to do it. That was ten years ago and since then I’ve done over two thousand dollars worth of work for her over the years. And have gotten two or three referrals from her to do her neighbors trees, and a few referrals from their neighbors. So if you think about it, it cost that tree company six or seven thousand dollars worth of work they didn’t get, because they didn’t cut that one branch. Many people do not understand that you have to kiss that customers heinie and give them 100% satisfaction.

I’ve heard several customers tell me that the last tree company did a good job, but they threw cigarette butts in my yard. I had a customer tell me that the last tree company the guy asked to use the restroom, and it really made him feel uncomfortable. He didn’t want to say yes but he did any way. Then all the sudden everybody’s got to use the restroom. You should never ask the customer for anything, they are not there to serve you. You are there to serve them. I’ve had customers tell me that the last tree company, one of the guys peed in his bushes. I’ve had them tell me their truck leaked oil in my drive way. The workers used the” F” word every other word. They didn’t blow the saw dust off my roof. They didn’t rake up good enough. They didn’t blow off the road. They left a mess in the neighbors yard. They put ruts in my grass.

There’s more ways to lose a customer than there is to keep a customer.

So before I knock on the door and ask for my check. I have my guys do a walk around to make sure everything got raked up good and that there is no sticks or brush in the yard anywhere. Also that the road, driveway, and roof are all blown off good. Then I get the customer and have them look at the trees and see if there’s anything else they want done. Maybe ONE more branch cut. Then I ask them if they want to turn on their sprinklers and test them to make sure they are all still working. Then I wait for that famous sentence: You and your guys did a great job. I’ll be calling you back next time I need a tree service. And then after they’re 100% happy. I ask to get paid.

Brought To You By,
Jon Davis Tree Service
Spring Hill FL
352-799-3494
[schema type=”product” url=”http://jondavistreeservice.com/” name=”Spring Hill Tree Service” description=”Tree service for Spring Hill residents. This article explains how I keep my customers” brand=”Jon Davis Tree Service” manfu=”Jon Davis” model=”TREECUTTING” prod_id=”TREETRIMMING” single_rating=”5″ agg_rating=”20″ price=”” condition=”New” ]