Contact Center Solutions Featured Article

August 14, 2008

Lawn Doctor Pays Attention to Customer Calls

By Eve Sullivan


In the current economy, with many businesses going under, Lawn Doctor says they are still going strong due to the individual attention they pay to customers.
 
The company claims one of those ways is to handle customers’ calls from their local establishments and not from a call center.
 
“The Holmdel, N.J.-based company attributes its steadily high-retention rate to increased referrals, incentives and focusing on its customers,” according to a press release. “All of Lawn Doctor’s locations are franchises owned by local entrepreneurs and customers typically speak with local owners for service recommendations and questions, vastly different from a large company’s customer service call center thousands of miles away.”
 
With daily expenses rising, many consumers are looking for ways to cut “luxury” spending, particularly services they’re paying someone to do, the company says. In fact, Consumer Reports’ National Research Center says that 45 percent of consumers admit adopting a “do-it-yourself” mentality and use their leisure time to learn new skills.
 
However, the lawn care provider – with more than 500 locations across the country – is maintaining its high customer retention rate for the eighth consecutive year. More than 75 percent of its customers renew their services after seeing the results delivered.
 
Retention rates serve as indicators of efficiency, employee productivity and service quality, the company says. Consumers that use service businesses test the services during a year and then decide whether to remain with them. The Lawn Doctor says its strategy for keeping customers is service-focused, setting them apart from the competition.
 
Lawn Doctor’ services are cost-efficient at a price lower than a monthly cable bill, the company says. Often neighbors observe results of its services and seek them out for their property – supporting the Consumer Reports’ finding that 64 percent of consumers believe their neighbor has the most attractive lawn on the block.
 
“Lawn Doctor has established a reputation as a service-oriented company that is respectful of our clients. We genuinely pay attention to homeowners and their property, and don’t waste their time attempting to sell additional products or services,” said Paul Mumm, marketing director for Lawn Doctor. “Lawn Doctor consistently provides all of our clients with personal, customized service and promises a great-looking, healthy lawn.”
 
Lawn Doctor has been in the lawn care services industry for more than 40 years. To maintain its growth, the company is further improving services with proactive surveys for existing customers and additional employee training for improved consumer communication.
 
The company provides innovative equipment, scientifically proven fertilization and horticultural methods and personal attention to each customer’s lawn through locally-owned and operated franchises. Through its Web site, Lawn Doctor is a top resource for lawn care information in the country. For more information, visit http://www.lawndoctor.com.
 
Eve Sullivan is a contributing editor for TMCnet, covering news in the IP communications, call center and customer relationship management industries. To read more of Eve's articles, please visit her columnist page.


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