Marketing and sales are two essential components for any company operating in the green industry, whether it specializes in lawn care, landscaping, irrigation, or tree care. A well-known fact is that “sales cure all problems.” However, effective marketing is not a single item but comprises many cogs working together in harmony. These include a lead-generating website, marketing materials, sales calls, mailers, and social media ads on platforms such as Facebook and Google. For the marketing machine to work correctly, all these cogs must fit together just right.
The Phone
One component that stands out as being even more critical than the others is the phone. According to various individuals in the industry, a potential customer is more likely to become a new customer if their phone call is answered. Shockingly, many companies fail to answer the phone or even return calls, missing out on opportunities that could translate into missed revenue.
The first step towards improving customer service is answering the phone. You can hire on-staff full-time virtual assistant if you don’t have someone in your office who can handle this task. This individual’s job is not to answer technical questions but to book new appointments and get potential customers on the schedule, thereby freeing up your time to focus on other things. You’ll be amazed at how much more efficient you become and how much more work this simple step can add to your business’s revenue.
A Small Act of Customer Service
One consistent issue we’ve observed across many fields within the Green Industry is a lack of customer service. Customer service doesn’t have to be something huge; sometimes, the small things provide customer service at a level that others are not performing at, such as answering the phone promptly. Companies like Chick-Fil-A are renowned for their exceptional customer service, with their staff always saying “My Pleasure” when serving customers. This simple but highly effective phrase is genuine and not said out of necessity. The staff at Chick-Fil-A find a sense of pride in serving their customers’ needs, and it’s a pleasure for them to do so.
You can translate this “My Pleasure” moment to the Green Industry by starting with answering the phones. When a potential customer calls your company, the first thing you say when answering the phone can make or break that critical customer service moment. Rather than a simple hello or stating the company name, a better approach would be to say, “Thank you for calling (company name). My name is (blank). How may I assist you today?” This simple greeting shows appreciation for the customer’s time, identifies who they’re speaking to, and demonstrates your willingness to assist with their needs – a straightforward solution to a complex growing issue – lack of customer service.
When ending the phone call, always do a wrap-up of what was discussed, followed by something like, “Thank you for calling (company name). Again my name was (blank). It was My Pleasure assisting you today.” These two small words can help you stand out in the crowd when it comes to customer service.
If your company is already doing something similar, that’s great! But remember that there’s always room for improvement. The small acts of customer service are what customers will remember and the reason why you’ll have very loyal customers. What does it cost you? Virtually nothing! The rewards will be well worth it.
NxTGen Solution is a marketing company focused on the Green Industry – Lawn Care, Landscaping, Irrigation, Tree Care.