Importance of What We Say
The appropriate term for the employee that applies each of NaturaLawn's customized proprietary organic-based fertilizers to the lawn.
What is Technician?
A customer states they want to cancel. The CSR asks open ended questions to drive to the root of their issues then creates a plan to persuade the customer to continue services through the entire growing season of 2026.
What is a save?
Significant deaths of this six legged freak only occurs after a sustained period of extremely cold temperatures, such as several days below 10 degrees Fahrenheit.
What are ticks?
This insect will continue to lay eggs at temperatures above freezing while waiting for water to accumulate.
What is a mosquito?
This person collects bones.
Who is Abbi?
A question that could be perceived as casting blame on a customer when discussing the results of Aeration & Overseeding.
What is 'did you water?'
A customer who didn't allow us to do the last application due to construction but doesn't have a firm timeline of when it will be completed in 2026.
What is a cancel?
The result of a customer canceling after receiving their FAO but before completing the Full Service Program.
What is charged for the free seeding?
This organic material commonly seen on the lawn this time of year is a harboring location for ticks.
What are leaves?
What costume took home 2nd place in the 2025 NaturaLawn of America Halloween Contest?
Who is Mary J Blige?
A service that a customer keeps year over year until they call to cancel.
What is a continuous service?
When a customer is non-committal on 2026 services but convinces the CSR that they will continue to mull it over - this is not a save.
What is a "saved for now"?
A nutrient found in every NLA fertilizer that helps with root development and hardiness during the winter dormancy period.
What is Potassium?
55 - 80 degrees Fahrenheit
What is optimal growing conditions for cool season turf?
This softball savant turned pickle ball legend can't hear you if you are on his left side.
Who is Brad?
Our initial response when a first year customer informs us they would like to cancel their account.
What is shocked, confused, & surprised?
A customer that calls in to discuss their displeasure with the service and/or results only and the CSR is able to address their concerns, create a plan of action that the customer agrees with.
What is not a save?
The term commonly used for adding nutrients at the end of the season to equally feed the lawn during the dormancy months of the year.
What is winterizing the lawn?
A component in our proprietary, organic-based fertilizer that greatly improves seed germination.
What is Humic Acid?
This owner's golf handicap is officially up to 11.8.
Who is Matty?
A term used to provide better clarity on what kinds of bugs are included in the basic and full service lawn programs.
What are surface feeding insects?
The method of conflict resolution used when a customer calls in looking to cancel and the CSR hears out the customer, empathizes, apologizes that they feel that way, and takes action to make the customer happy.
What is HEAT?
The result from NaturaLawn's 'secret sauce' of bio-stimulants, amino acids, vitamins, & bacteria applied to the lawn in November.
What is early spring recovery?
A process, minimized by Naturalawn's organic based fertilizer, that changes a solid/liquid to a gas or vapor.
What is volatilization?
A celebrity nickname of our two office managers?
Ex: 'Bennifer'
Who is Jussell Cart?