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App exclusive in June

We have a really powerful story in our June issue, and our new app has made it even better. Rodney Champagne is a Ground Guys franchisee, but he found his way there through many pains and challenges. While working as a volunteer firefighter, he suffered a traumatic brain injury that left him unable to return to his job as a mechanic.

He eventually found the Grounds Guys, and returned to his first career love – mowing lawns. Not only did we write a story on Champagne and his recovery, we also flew down to his home in Louisiana to get home exclusive video of Champagne talking about his accident and the challenges he faces every day because of the accident.

To view the video, download our new app for the iPhone and iPad by visiting bit.ly/llnewapp. If you had our old app, you’ll need to download the new one because the enhancements don’t load automatically.

Visit bit.ly/llrodney for a teaser clip of the video.

Find the dog in your customers

A loyal customer can be as beneficial to your company as a disgruntled customer can be detrimental to it. And labeling those customers as accurately and as fast as possible can be the difference from a bad referral and lost business to rave reviews and return clients.

Read an excerpt from Steve Baxter senior vice president of worldwide sales for Satmetrix, the co-creator of the Net Promoter Score concept, below.

Net Promoter Score is the most widely adopted customer loyalty metric today. However, it’s become increasingly important for lawn care and landscape business owners and managers to go beyond just “knowing their number” to analyzing and understanding the feedback they receive and use it to actually improve their establishment.

Loyal customers have a profound effect on those around them, so it is important to have a way to identify and mobilize advocates as well as close the loop and address customers who have gone negative.

Knowing what customers are saying about your services, and being able to segment drivers or aspects of that sentiment, creates insight that you can in fact act upon to help improve customer experience or maintain customer loyalty.

Go to bit.ly/customerloyal to read the whole story.

So THAT’S why they did that

How a customer thinks can leave you banging your head against a brick wall sometimes. Well, save money on pain relievers and get insight on how customers think about the services you provide as a contractor. It’s all part of our Grow The Market study, which you can learn more about in our Feb. issue at bit.ly/llgrowthemarket. We also will post any article related to the study on our website. Just visit lawnandlandscape.com and click the Grow The Market tab on the left side of the homepage. We also have a twitter handle @growthemarket, which will feature survey results and articles that relate to the consumer’s thinking.

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