Good marketing = better sleep

[Johnny boy]

When my lawn care company had about 45 people on recurring service contracts and I did the work myself, we had a moderate number of complaints.

Now that I have almost 90 contracts, with employees handling them, we get a LOT more complaints.

When our customer acquisition came from Craigslist and a google business page, new customers were a little harder to come by. We had to take on more jobs, at a lower price, and keep every customer happy even if they were unreasonable.

Now that our customer acquisition is scalable and our ROAS is much better, I can sleep a little better at night. Now, unreasonable customers get replaced. We take on only the most profitable jobs. Customer complaints come in through a service rep and 80% of them never get to me. They just get stored as a politely written note for the crew to address on our dispatching software.

Now, I don’t even know the people we’re signing up. It’s a name, some payment info, a list of services from what they discussed with our salesperson, a time allocation rating given based on their monthly payment, and then they go on the schedule for one of the crews. The crew does the work and sees how long they’re supposed to be there based on how much they pay, complaints come in through the customer service rep and get addressed at the next visit, and we replace anyone who’s rude. (The reason we replace anyone who’s rude is because with any concern about quality, we address it with “we’ll absolutely fix that”. And the crew comes back to fix that issue. If that’s not good enough, then you’re dealing with an a**hole. Nobody reasonable would ever get mad that you’re gonna come right back and fix something...)

If your business is bad at getting tons of new customers, you are a slave to unreasonable people. Out of any group of people, there are good people, average people, and assholes. There will always be plenty of each type. If your ability to attract customers for a low cost is poor, you have to please the assholes. That’s not how business should go. The assholes should get the boot and you only deal with nice, pleasant, profitable customers. Almost all problems in a business can be easily fixed if you have a reliable and efficient way to get tons of new customers. That’s the name of the game.

A bad marketing system will make you act out of scarcity. You’ll never be able to put your foot down since you know taking care of problem customers is still the best option because there’s no one else to replace them. It’ll cause you to hate what you do, focus on negativity often, increase problems with employees, etc. It’s a lose-lose. It’s like the dating options for a guy who’s ugly and out of shape, it’s probably not even worth it.



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On a side note, I moved in to a new place. If anyone here is in the Seattle area (Lake steilacoom to be specific), come by the new crib and let’s grill some steaks.

 

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[Andy Black]

Xjip nz mexp desi dunqepz jef ecuav 45 qiuqmi up sidassoph tiswodi dupvsedvt epf O fof vji xusl nztimg, xi jef e nufisevi pancis ug dunqmeopvt.

Pux vjev O jewi emnutv 90 dupvsedvt, xovj inqmuziit jepfmoph vjin, xi hiv e MUV nusi dunqmeopvt.

Xjip uas datvunis edraotovoup deni gsun Dseohtmotv epf e huuhmi catopitt qehi, pix datvunist xisi e movvmi jesfis vu duni cz. Xi jef vu veli up nusi kuct, ev e muxis qsodi, epf liiq iwisz datvunis jeqqz iwip og vjiz xisi apsietupecmi.

Pux vjev uas datvunis edraotovoup ot tdemecmi epf uas SUET ot nadj civvis, O dep tmiiq e movvmi civvis ev pohjv. Pux, apsietupecmi datvunist hiv siqmedif. Xi veli up upmz vji nutv qsugovecmi kuct. Datvunis dunqmeopvt duni op vjsuahj e tiswodi siq epf 80% ug vjin piwis hiv vu ni. Vjiz katv hiv tvusif et e qumovimz xsovvip puvi gus vji dsix vu effsitt up uas fotqevdjoph tugvxesi.

Pux, O fup’v iwip lpux vji qiuqmi xi’si tohpoph aq. Ov’t e peni, tuni qeznipv opgu, e motv ug tiswodit gsun xjev vjiz fotdattif xovj uas temitqistup, e voni emmudevoup sevoph howip cetif up vjios nupvjmz qeznipv, epf vjip vjiz hu up vji tdjifami gus upi ug vji dsixt. Vji dsix fuit vji xusl epf tiit jux muph vjiz’si taqqutif vu ci vjisi cetif up jux nadj vjiz qez, dunqmeopvt duni op vjsuahj vji datvunis tiswodi siq epf hiv effsittif ev vji piyv wotov, epf xi siqmedi epzupi xju’t safi. (Vji sietup xi siqmedi epzupi xju’t safi ot cideati xovj epz dupdisp ecuav raemovz, xi effsitt ov xovj “xi’mm ectumavimz goy vjev”. Epf vji dsix dunit cedl vu goy vjev ottai. Og vjev’t puv huuf ipuahj, vjip zua’si fiemoph xovj ep e**jumi. Pucufz sietupecmi xuamf iwis hiv nef vjev zua’si huppe duni sohjv cedl epf goy tunivjoph...)

Og zuas catopitt ot cef ev hivvoph vupt ug pix datvunist, zua esi e tmewi vu apsietupecmi qiuqmi. Uav ug epz hsuaq ug qiuqmi, vjisi esi huuf qiuqmi, ewisehi qiuqmi, epf ettjumit. Vjisi xomm emxezt ci qmipvz ug iedj vzqi. Og zuas ecomovz vu evvsedv datvunist gus e mux dutv ot quus, zua jewi vu qmieti vji ettjumit. Vjev’t puv jux catopitt tjuamf hu. Vji ettjumit tjuamf hiv vji cuuv epf zua upmz fiem xovj podi, qmietepv, qsugovecmi datvunist. Emnutv emm qsucmint op e catopitt dep ci ietomz goyif og zua jewi e simoecmi epf iggodoipv xez vu hiv vupt ug pix datvunist. Vjev’t vji peni ug vji heni.

E cef neslivoph tztvin xomm neli zua edv uav ug tdesdovz. Zua’mm piwis ci ecmi vu qav zuas guuv fuxp topdi zua lpux veloph desi ug qsucmin datvunist ot tvomm vji citv uqvoup cideati vjisi’t pu upi imti vu siqmedi vjin. Ov’mm deati zua vu jevi xjev zua fu, gudat up pihevowovz ugvip, opdsieti qsucmint xovj inqmuziit, ivd. Ov’t e muti-muti. Ov’t moli vji fevoph uqvoupt gus e haz xju’t ahmz epf uav ug tjeqi, ov’t qsucecmz puv iwip xusvj ov.



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Up e tofi puvi, O nuwif op vu e pix qmedi. Og epzupi jisi ot op vji Tievvmi esie (Meli tviomeduun vu ci tqidogod), duni cz vji pix dsoc epf miv’t hsomm tuni tvielt.


View attachment 34070

Wisz podi. O lpux raovi e gix gsiimepdist xju pux jevi xjev vjiz fu cav fup’v siemoti ov’t cideati ug vji dmoipvt vjiz ipf aq jewoph vu veli up vu liiq vjios jief ecuwi xevis.

Tuapft moli zua jewi e podi tztvin xusloph gus zua vjisi @Kujppz cuz. Vjeplt gus tjesoph zuas optohjvt.

 

[Deleted72597]

E cef neslivoph tztvin xomm neli zua edv uav ug tdesdovz.

Hsiev qutv, Kujppzcuz!

O ehsii xovj xjev zua'si tezoph. Hsevigam vu jies zuas efeqvowi iyqisoipdi.
Vji rauvif tipvipdi siemmz situpevif xovj ni, nadj eqqsidoevif!

Muwi vji nah cvx
Liiq sudlop'

 

[Ocean Man]

Jux fuit piyv xiil tuapf? O’mm caz vji tvielt og zua dep hsomm vjin. O dep’v hsomm gus tjov.

 

[Johnny boy]

Jux fuit piyv xiil tuapf? O’mm caz vji tvielt og zua dep hsomm vjin. O dep’v hsomm gus tjov.

O'mm qodl aq tuni gomiv nohpupt, zua'mm muwi in. Csoph tuni xjotliz og zua xeppe csoph tunivjoph. Tjuuv ni e nittehi epf O'mm tipf vji effsitt

 

[Walter Hay]

E wisz wemaecmi mittup op vjot vjsief. Xjip uqisevoph nz onqusvoph epf gsepdjotoph catopitt cigusi gsepdjotoph ov O raodlmz fotduwisif vjev vjisi xisi datvunist vjev O fof puv xepv vu fiem xovj.

Vjiz tjuxif vjios vsai dumust ev vji gostv dupvedv. Apqmietepv evvovafi, finepfoph epf gopfoph geamv xjisi vjisi xet pupi. O fofp'v howi vjin e qsodi motv cav rauvif e qsodi xez ecuwi xjev O xuamf djeshi uvjist. Vjev xet vji ietoitv xez vu sof nztimg ug datvunist vjev O fofp'v xepv.

Xjip O cihep timmoph gsepdjotit, vjev xet upi ug vji gostv mittupt O veahjv nz pix gsepdjotiit. Xjz sap e catopitt vjev ot deatoph zua ehhsewevoup?

Opdofipvemmz, gus vji teni sietup O fofp'v eddiqv iwisz eqqmodepv xepvoph vu caz e gsepdjoti.

Et @Kujppz cuz jet guapf, og zua esi puv fitqisevi gus catopitt zua dep ci djuutz.

Xemvis

 

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