True vs Value
A customer calls in wanting to cancel stating they cannot afford the service. Through probing questions, we find out they're happy with the service but they are retiring. That is called this type of cancel.
What is a True Financial Cancel?
What a current customer receives when signing up my neighbor's lawn for lawn care?
What is a $50 referral credit?
This area of a customer account in Real Green will provide condition codes for each application that was done.
What is History?
This extension of our service can be setup 14-21 days after a lawn care application.
What is a free service call?
This 'dood' is known for calling everyone dude.
Who is Mike Ferro?
A customer calls in wanting to cancel stating they can not afford the service. Through probing questions, we find out they're not happy with the bare areas, we never give enough notice, and they think we move too fast on the lawn.
What is a Value-Based Financial Cancel?
The place where creeping weeds come in along the property line.
What is my neighbor's lawn?
This real green tool is designed to efficiently give prepay pricing to a customer in real time.
What is a prepay calculator?
These two cultural practices contribute to 40% of all lawn related issues.
What is mowing & watering?
Brad's favorite cake made by Toni during every Christmas Party.
What is Peppermint Red Velvet Cake?
A 'this' is what a customer is paying for - not just fertilizer and weed control. An important understanding when reminding customers what they are paying for.
What is a premium service experience?
My neighbor does 'this' to their lawn to get perfect results. (Common customer complaint)
What is nothing?
Facilitated through Captivated, this means of communication offers another contact point to easily diagnose issues on the lawn without having to send out a technician.
What is a text message?
A realtime, live extension of service, RARE in today's lawn care industry, dedicated to answering customer questions on current weather trends, products, service lines, history of accounts, billing, general how-do-you-do's.
What is the Customer Service Departments at NaturaLawn of America?
This CSR wishes they were part of the Yakuza (in the video game, not in real life).
Who is Robbie?
"First year is building a foundation, 2nd year is building the house, 3rd year is doing landscape and finishing touches" helps a customer to understand '2-3 yr process'. This is an example of 'this'.
What is an analogy?
My neighbor's lawn has a 'green lawn throughout summer' because this annual weedy grass went untreated all year.
What is crabgrass?
This tool is not 'far' from your fingertips and helps show progression of lawns through satellite imaging over the year.
What is NearMap?
An extension of the management team dedicated to providing technical support in real time to the CSR's during cancel season.
What are Operations Managers?
This operations manager is color blind.
Who is Rob Daniels?
Oh no! A customer went with a cheaper chemical company that provided worse results visually and stripped the soil of its nutrients! (gasp!) The customer's lawn at the end of the season is worse off than when they started! This is an example of a bad 'this'.
What is a Return on your Investment?
The customer's response when a technician wants to walk over to my neighbor's lawn?
What is 'nevermind'?
A website NaturaLawn pays for that can be used to look up alternative numbers for people we can't get on the phone.
What is white pages?
Customized, proprietary, organic-based lawn care applications are performed by 'this' type of technician.
What is certified?
The year NaturaLawn of America - Montgomery/Bucks opened our doors.
What is 1991?