For as long as there have been lawns, there’s been a lawn care industry. And for as long as there’s been a lawn care industry, there’s been a series of recurring problems with it that people consistently complain about.
After gathering feedback from hundreds of our customers from the snow season, distributing piles of surveys and questionnaires to our fellow Edmontontians, and scouring the farthest reaches of the interwebz, we noticed that three major complaints kept reappearing on company reviews, consumer information forums, and social media.
As a company that’s trying to introduce a new model of service delivery to the lawn care and snow removal industries, we think that it’s important to create solutions that actually address the needs of customers, instead of just innovating for the sake of innovating. We took a look at each of these common customer complaints and decided that we’d do our best to integrate solutions to them in each facet of our company’s operations.
So without further ado, let’s take a look at the 3 biggest complaints that people have with the lawn care industry and how we’re doing our best to try and fix each of them!
Complaint #1: The lawn care provider didn’t show up to my house!
If you’re one of those people that almost always just mows their own lawn, you’d probably be surprised to find out that the number one complaint about the lawn care industry in Canada and the U.S. is that service providers simply don’t show up when they’re supposed to. They’ll say they’ll be there on Wednesday but they ending up coming on Tuesday the next week and it drives customers nuts.
How Yardly does it differently: Yardly has a 24 hour guarantee for every on demand service that you order. Our competitive job queue ensures that there will always be a service partner available to mow your lawn within that time frame.
Complaint #2: No one answers the phone!
The second biggest complaint we saw was the astounding lack of proper customer service in the lawn care industry. All over Yelp, Facebook, and other review aggregators, we saw that the lawn care industry simply wasn’t picking up the phone and answering customer emails in a timely manner, which made getting quotes, notifying providers of changes, and asking questions unnecessarily difficult for customers.
How Yardly does it differently: When we launched our lawn care service at the beginning of the month, we decided that customer service would be a top priority. We added an instant messaging service to our brand new website, developed a streamlined customer service workflow for our customer support team, and expanded the availability and speed with which we answer calls and emails from customers. We’re also planning on adding in-app, instant customer support soon. In short, we’re trying to go the extra mile to make our customers happy.
Complaint #3: Lack of specificity/transparency in contracts and pricing
Most traditional lawn care companies require customers to sign contracts and pay for lawn mowing services on a fixed monthly basis. The downside to this model is twofold. First off, interpreting contracts can be tough and a lot of the time, customers might not be fully aware of exactly what they’re agreeing to. Usually it’s not a problem but in the event of a dispute or issue, it can get pretty messy. The second reason that contracts can be problematic is that they charge for services on a fixed, monthly basis. This means that often, if you cancel a lawn mowing service for a week, you’re still charged for it because you pay for the entire month, not per mow.
How Yardly does it differently: We got rid of contracts all together! Not only does this make the entire process of ordering lawn service infinitely easier, but it also gives you the flexibility you need to make lawn mowing work for you. Unlike a lot of other companies, Yardly lets you order on demand, one-time service instead of being shoe-boxed into monthly plans. You cancel or reschedule whenever you like and you won’t get billed for work that wasn’t done. You only pay for what you get.
The lawn care industry isn’t perfect and neither are we.
However, we truly believe that the way we do things is different and is able to better meet and exceed the needs of our customers. If you’re an existing customer, we would love to hear some feedback on how we did, and what we can do better. If you’re new to Yardly, then we invite you to try us out by requesting a quote on our website, giving us a call at 780-919-3518, or downloading our app on Google Play or the App Store and giving us a chance to mow your lawn to perfection.