On Tuesday evening, September 26 2006, I had a chance to spend over an hour listening to what 16 Lawn & Tree Care customers thought about our service. While everyone there said they would recommend us to others – we also received plenty of suggestions as to how we could do a better job in providing them with Lawn & Tree Care Service.

This was our inaugural Customer Advisory Board meeting. We have been recruiting customers from all of our service lines for the past 18 months to take part in these groups. Our agenda is to have these customers guide us in making our services more customer friendly, and to understand what matters to them and how they perceive the service they receive.

Some of the feedback we received from our first meeting was the importance of how our technicians communicate with the customer at the time of service.  There was also strong approval of our Home Service newsletter. The evening ended with the customer feeling good about being heard and some homework for us.

We plan to continue this customer-focused process into 2007 with similar groups for Swimming Pools, HVAC and Pest Control.

Customer Advisory Board Meeting

Customer Advisory Board Votes