In part 9 of our series on scaling a simple service lawn care company, Joey and Kevin talk outstanding customer service as being a huge key to scaling. Keeping our focus on the customer is the key to having customer retention, and gives us the ability to add more value the more we listen to their problems. Companies that can't retain customers will never be able to scale and have longevity.

Kevin Salters is a former GM of multiple million dollar lawn care companies. He has led lawn care teams of up to 300 people, and been a part of selling companies to TruGreen and Brightview. He is the owner of Root Development LLC in Connecticut.

00:00 Weather and Business Updates

05:01 Celebrating Business Milestones

10:34 The Importance of Customer Service

16:20 Understanding Customer Journeys

22:15 Building Relationships with Customers

24:52 Setting Boundaries in Customer Expectations

27:14 The Importance of Clear Communication

30:00 Handling Customer Complaints Effectively

33:26 Creating Value for Customers

36:25 The Joy of Serving Others

39:06 Balancing Personal and Professional Life

40:58 Customer Service in Different Business Scales

46:22 Keys to Customer Retention

Links—

Contact Stephanie about getting your BrandScript: [email protected]

⁠⁠⁠⁠⁠⁠⁠⁠⁠Schedule a 15-Min Consultation⁠⁠⁠⁠⁠⁠⁠⁠⁠ with The Landscaping Bookkeeper

⁠⁠⁠⁠⁠⁠⁠⁠⁠Follow Us on Instagram⁠⁠⁠⁠⁠⁠⁠⁠⁠

⁠⁠⁠⁠⁠⁠⁠⁠⁠Like Our Facebook Page⁠⁠⁠⁠⁠⁠⁠⁠⁠

⁠⁠⁠⁠⁠⁠⁠Joey's Lawn Care Interviews on Youtube