You’re Going to Get Complaints. Here’s the Truth.
No lawn care business, no matter how good, escapes complaints. It sucks, but that’s reality. I know—Augusta Lawn Care has 200+ franchises, and we still get unhappy customers. The difference? How you react.
Let me share a story from early on when we had a guy mad because we missed a section of his property. He called up, fuming. Most owners freeze on calls like this, but I learned early to face it head-on, listen, and take ownership.
Step 1: Listen Without Getting Defensive
I’ll be blunt: you’re not there to defend your team or argue over who’s at fault. That just makes the customer angrier. When someone complains, shut up and listen. Say things like "I understand why you’re upset," or "I see how that caused frustration."
When I started Augusta Lawn Care, I trained franchise owners and techs to do this. It diffuses tension fast. If you’re polite and calm, even the angriest customers start to cool off.
Step 2: Fix the Problem Immediately and Publicly
One unsatisfied customer’s problem fixed quickly can turn into 10 new customers. When the missed section guy called, we sent a crew the same day to fix it—no extra charge. Plus, we threw in a free weed treatment for the next visit.
We always aim for over-delivery here. It’s easier to spend $50 fixing a problem than lose $1,000 in lifetime business. This quick turnaround builds trust.
If your software is up to the job, this gets easier. I recommend using Home.works for scheduling and routing so you can dispatch fixes or callbacks immediately without guesswork.
Step 3: Document and Track Complaints
You can’t improve if you don’t know what’s hitting you. At Augusta Lawn Care, every complaint gets logged. We don’t just sweep it under the rug.
This data helps spot trends—like one neighborhood that needed extra attention or a technician missing details. Once we identify issues, we train or change processes.
You can track this in Home.works or, if you want something geared to pay-for-performance, check out P4P Software. It helps hold your techs accountable while rewarding top performers.
Step 4: Turning These Moments into Loyalty
Here’s the secret: customers don’t expect perfection. They expect you to own your mistakes and fix them fast.
Once we made a scheduling mix-up that left a customer waiting all day. Instead of excuses, we gave them a full refund for that day’s service plus a $100 credit toward their next billing. They stayed with us for years and referred five other clients.
That’s loyalty built on trust, not just mowing a lawn.
Frequently Asked Scenario: What if the Customer is Unreasonable?
I’ve dealt with that too. Not every customer is going to be happy—even if you do everything right. You have two choices: keep arguing or politely part ways.
Sometimes, you save money and stress dumping a bad customer. I’ve told some franchisees this in videos like “$1.2M Business Breakdown.” It’s about protecting your margins and vibe.
Use Your Team and Tools
Don’t be a hero trying to handle this all alone. At Augusta, we trained office managers and tech leads to step in. Phone calls, follow-ups, setting expectations—that’s systemized.
If hiring an office manager, watch my warning video, so you don’t hand over your business to a drama magnet.
Software like Home.works makes communication smooth—no more missed callbacks, no more confused schedules.
Final Thought
Every complaint is an opportunity—if you know how to act. Listen, own the problem, fix it fast, and document it. That’s how I built a $60M+ company with 200+ franchises.
Want to go deeper? Check out my free courses at MikeAndes.com/free-courses and grab your copy of Home.works to get control of your jobs and complaints.
Now, pick up the phone or fire up your software and make your next complaint a win. Don’t wait.
