Good afternoon . Here is this week's newsletter:
Firstly, here's another big lesson I learned while running Larry's Lawn Mowing Service, but before that, I will make an important statement regarding the sotry below: edge trimming for all second-time cuts is an option priced at $10 per cut. Many of our customers did not have this rule applied to them, since we did not effectively communicate this rule to them; therefore, they did not know about this rule since we failed to tell them about it. If you are a customer who has had 2 or more cuts with us and did not pay an extra $10 for weed trimming (basically if you paid us the same amount of money for every cut), edge trimming becomes a $10 option for the next lawn session. However, if you do not want to pay an extra $10, simply tell us that you do not need edge trimming. Weed removal will remain an option as $10 per cut.
Everyone messes up at least once in their lifetime and there’s no way around it, and most of the times when someone messes up it’s usually their fault. One issue I’ve found out about myself is that I lack consistency when running a business. As a result, that caused a misunderstanding 2 days ago when I went out to mow the lawns of 2 customers. 2 weeks ago I mowed a lawn, and the customer wanted me to do the lawn again. Because I thought that the customer meant Sunday 2 weeks from now, I didn’t ask what day to do the lawn. 2 weeks later and here I was getting ready for a cut that hadn’t even been confirmed. I did not ask the customer if the cut was to be confirmed anytime before the cut, and when I did the night before, they did not respond. Only then when I was on the way to their home with my parents and all of my gear did I realize that I had messed up. The customer didn’t want the cut specifically today, they wanted the cut this week, but not on Sunday, and they also told me that they wanted the cut to be on a weekday (which I did not know about). Because I was planning to do 2 lawns that day, I immediately called the second customer to confirm the cut, since I did not do that at all either. They didn’t pick up my call either nor respond to my texts, and by then I knew that I had messed up pretty badly. My parents decided to stop our car to wait for the second customer to confirm their cut, and during that time, I had realized that I made a big mistake. I did not confirm the cuts for either customers, which caused a big mess, and not only that, when I told the first customer our availability and the price through messaging (they didn’t pick up), I couldn’t speak properly and sounded horrible. So during the time I was in the car, I had realized that the reason why I messed up was because I wasn’t consistent in following my plan and pricing. I also was not able to communicate effectively with my customers. So in the car not only did I focus on what I could;ve done better, I also used the time effectively to develop a response for second-time customers that confirmed their lawn cuts. Fortunately, the second customer confirmed to me that they wanted the cut today, so that was solved easily. That day, not only did I learn that communication is key when running a business as in the words you speak and how well you are able to communicate them, and that using time whenever you can efficiently makes all the difference, I also learned that being consistent with your policies and procedures is key to how well you are able to run your business. This is especially true with my free edge-trimming policy. Because I did not communicate this policy to the first customer (and combined with the poor execution of my speech), they immediately went silent and I had to hang up the phone, and because I was not consistent with following my plan, I messed up as a result that day.
Secondly, the customer of the week award goes to... George!
Congratulations to George for winning this week's customer of the week award! We thank you for your support, time and consideration, and hope to serve to again soon!
Also, we have another community star, and it's for service agent of the week. That award goes to.... Victor!
Congratulations to Victor for winning this week's service agent of the week award! We thank you for your hard work and excellence!
Thirdly, here's another selfie I took that couldn't make it to last weeks newsletter but is able to for this week's newsletter. And yes, I took this through another phone.
That's it for this week!
Larry's Lawn Mowing's Service
1-647-382-7238
www.larryslawn.com
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