How to Grow Your Tree Care Business from Within
In every service business, but especially in arboriculture, acquiring new customers is essential for growth. But if you and your teams are focusing all their funds and energy on attracting and bringing in new customers through Google Search or Facebook Ads, you may be overspending, both in time and financial resources. Strategically, when you can nurture and expand the relationships you have with your existing customers, you have an opportunity to increase their customer lifetime value (CLTV).
This is how arborists and tree care companies can significantly increase their business profits and long-term sustainability.
- Deliver exceptional customer service.
- Offer comprehensive tree care services
- Implement a loyalty program
- Leverage tech
- Educate your customers
As a business owner, executive, or owner/operator, CLTV is significant. It represents the total revenue (over time) a business can expect from a single customer account.
Here’s the thing…Increasing CLTV has several advantages over acquiring new customers:
- Higher margins: The cost of acquiring new customers is typically higher than retaining existing ones.
- Stronger loyalty: Build rapport and relationships – it fosters trust and loyalty.
- Better chance of referrals: Happy customers are more likely to recommend your services to someone they know.
- Go for 5 stars: Asking loyal customers for positive reviews is easy
- Data insight: Customer buying trends help your teams repeat their successes.
Five effective ways arborists can boost their customers’ lifetime value:
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Deliver Exceptional Customer Service
A healthy customer relationship starts with exceptional service. Here’s how Arborists who consistently exceed customer expectations build trust and loyalty:
- Responsiveness: Answer requests promptly and professionally.
- Proactive communication: Keep your customers informed about timelines and potential issues.
- Attention to detail: Pay close attention to customer preferences and needs.
- Follow-up: Check in after the project to make sure your customers are still satisfied.
- Resolve issues asap: Address customer complaints like they are your family.
Offer Comprehensive Tree Care Services
Expanding your offerings can increase service frequency and increase CLTV. Here are some add-on services to consider:
- Tree health evaluations: Regular assessments can identify potential problems early on.
- Tree removal and stump grinding: Offer complete tree care solutions.
- Planting and installation: Expand your services to new homeowners.
- Emergency tree services: Be available for storm damage or hazardous tree situations.
- Chipping and removal: Provide additional services to enhance convenience.
Implement a Loyalty Program
Rewarding customer loyalty is a proven way to increase CLTV. Consider creating a loyalty program with the following features:
- Tiered Rewards: Offer different levels benefits based on spending or frequency of service.
- Exclusive Offers: Provide members with access to special discounts or promotions.
- Personalized Communication: Tailor email marketing to loyalty program members.
- Referral bonuses: Ask customers NICELY to refer friends and family.
Leverage Tech
Technology, like Arborgold Software, can streamline operations, improve customer experience, and create opportunities for upselling. Explore the following options:
- Customer Relationship Management (CRM) Software: Organize customer information and track interactions.
- Mobile Apps: Offer convenient scheduling and communication.
- Drone Technology: Utilize drones for tree inspections and assessments.
- Online Scheduling: Allow customers to book appointments online.
- Digital Marketing: Engage customers through social media and email marketing.
Educate Your Customers
Empowering customers with knowledge about tree care can foster long-term relationships. Consider the following educational initiatives:
- Blog Posts: Share informative articles on tree care topics.
- Social Media Content: Provide tips and advice through social media platforms.
- Educational Workshops: Offer in-person or online workshops for customers.
- Tree Care Guides: Create downloadable resources for customers.
Develop your customer value goals and strategies based on customer case studies
Customer lifetime value strategies
Bundled tree care packages
This could include regular tree health assessments, pruning, fertilization, and disease prevention.
Customer Example: The Smith family initially hired an Arborist company for emergency tree removal. Impressed by their service, they signed up for a comprehensive care package for their remaining trees. Over the years, they’ve continued to purchase additional services like tree planting and stump grinding.
Customer education and loyalty programs
Let’s say ABC Tree Service focuses on educating homeowners about tree care. They offer online resources and personalized tree care plans. To reward loyal customers, they implemented a tiered loyalty program with discounts, priority scheduling, and exclusive offers.
Customer Example: The Jones family hired ABC Tree Service for a tree health assessment. As a result, they have signed up for the company’s seasonal treatment program. And as loyal customers, they now receive discounts on regular maintenance and have referred several neighbors to the company.
Technology and automation
ABC tree care uses Arborgold Software and mobile apps to improve their customer experience and overall efficiency.
They use Arborgold’s:
- CRM to track customer activity
- Estimating and quoting to win more bids and keep margins profitable
- Scheduling to optimize crew capacity
- Job management to digitize every part of the work order
- Invoicing and payments to save admin time and speed up cash flow
- Renewals to proactively resell services to past customers
- Plant recommendations to upsell future services
- Reports to keep a close eye on every aspect of their business.
The company also emphasizes exceptional customer service using Arborgold’s email and text message communication features to stay in touch and follow-up.
Customer Example: The Miller family appreciated the convenience of requesting additional service work inside ABC tree care’s branded customer portal. ABC follows through on every service request and provides regular updates about their tree trimming project with notes and progress photos. They were impressed by the arborist’s knowledge and attention to detail. As a result, they’ve continued to use ABC tree care for various tree care needs and have referred them to friends and neighbors.
Ready to implement some of these strategies?
Good. It’s time to increase your customers’ lifetime value and strengthen the stability and reliability of your sales pipeline. Remember, building strong customer relationships is an ongoing process that requires dedication and attention to detail.
About Arborgold Software
Take an online product tour: For over 25 years, Arborgold’s all-in-one business software has helped tree, lawn, and landscape companies manage leads and customers, bid jobs, schedule work, track inventory, run supply chain, manage projects, and invoice customers from your computer or mobile device. Learn how our customers are building a better business by automating recurring billing, optimizing schedules and routes, and connecting the office with the field real-time, resulting in increased profits and a reduction in costs.
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