Economy isn't Weeding Out Lawn Care Service Customers
August 14, 2008 // Franchising.com // - (HOLMDEL, N.J.) – In the current economy, with daily living expenses like food and gas prices rising, many consumers are looking for ways to cut "luxury" spending, particularly services they're paying someone else to do. In fact, Consumer Reports' National Research Center said in May of this year 45 percent of consumers admit adopting a "do-it-yourself" mentality and use their leisure time to learn new skills.
However, Lawn Doctor, the nation's leading expert in lawn care, hasn't felt the effects of the struggling economy, and maintains its high customer retention rate for the eighth consecutive year. More than three-fourths of Lawn Doctor's customers renew their services after seeing the results the company delivers during a year's time.
Retention rates serve as indicators of efficiency, employee productivity and service quality. Consumers that utilize service businesses test the services during a year and then make the decision to remain with that company, seek another or perform the task themselves. In the case of Lawn Doctor, the company's strategy for keeping customers is service-focused, setting them apart from the competition. Lawn Doctor's nearest competition in the lawn services industry for customer retention rates comes in at 67 percent.
The Holmdel, N.J.-based company attributes its steadily high retention rate to increased referrals, incentives and focusing on its customers. 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. The company's services are cost-efficient at a price lower than a monthly cable bill. Often neighbors observe the results of Lawn Doctor's services and seek it 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 service industry for more than 40 years and has had a steadily inclining customer retention rate, particularly over the past decade. To maintain its growth, the company is further improving services with proactive surveys for existing customers and additional employee training for improved consumer communication.
About Lawn Doctor
For 40 years, Lawn Doctor has been a pioneer in the nation's lawn care service industry with innovative equipment, scientifically proven fertilization and horticultural methods and personal attention to each customer's lawn through locally owned and operated franchises. Through its comprehensive Web site, Lawn Doctor is a top resource for lawn care information in the country. For more information, visit www.lawndoctor.com.