Customer Service & Communication
Safety & Equipment
Clients judge the company by the crew on their property. Professional appearance, respectful communication, and honest handling of problems are non-negotiable on every job.
Professional Appearance & First Impressions
Wear clean, company-branded clothing with shirts tucked in — no torn or stained garments. Keep PPE clean and in good condition; it signals professionalism and safety awareness. Vehicles and trailers should be clean and organized because clients notice. Remove sunglasses when speaking directly with a client. No smoking, vaping, or tobacco on client property. No profanity, loud music, or unprofessional behavior that clients or neighbors can see or hear. Personal phones stay away until break time — never use your phone during active service on a client's property.
Client Interaction Standards
Greet clients by name if possible — a simple 'Good morning' sets the tone. When a client approaches with a question, shut off equipment and give them your full attention. Listen to concerns, repeat back what you heard, and confirm understanding before responding. Never argue with a client, even when you disagree — listen, acknowledge, and escalate to your supervisor. If a client requests additional work, explain that you will relay it to the office for scheduling and pricing. Thank them for their time, confirm the next scheduled visit, and document every interaction in the daily work log.
Handling Complaints & Difficult Situations
Acknowledge the concern immediately — never dismiss or minimize what the client is saying. Apologize sincerely for the inconvenience regardless of fault. Own the moment: 'I understand, and I want to make sure we fix this.' If you can resolve it on-site (missed spot, debris left behind), handle it before you leave. If the issue needs supervisor involvement, call before you pull off the property. Never promise refunds, free services, or policy changes — those are management decisions. Follow up within 24 hours to confirm resolution and submit a Client Complaint Form to the office the same day.
Property Care Expectations
Never drive or park on the lawn — driveways and street parking only. Stay off wet or soft ground with heavy equipment to prevent ruts. Be aware of flower beds, garden decorations, landscape lighting, and pet areas. Close every gate behind you — an open gate lets pets and children escape. Do not move a client's personal items without permission; work around them or ask. If you damage anything — sprinkler head, fence, mailbox — report it to your supervisor immediately. Honesty builds trust faster than a cover-up destroys it. The standard on every job: leave the property looking better than when you arrived.
Neighbor Awareness & Noise Considerations
Respect local noise ordinances — typically no power equipment before 7:00 AM weekdays or 8:00 AM weekends. Shut off equipment when it is not actively in use; idling near homes irritates neighbors. Keep debris and clippings off neighboring properties. Do not block neighbor driveways, mailboxes, or walkways with vehicles or equipment. If a neighbor approaches with a concern, respond politely — they may become a future client. Avoid running loud equipment during obvious neighbor events like outdoor parties or funerals. A wave and a nod cost nothing and represent the company well.
Leaving the Job Site
Blow all clippings off sidewalks, driveways, patios, decks, and street curbs. Remove every piece of debris, trimmer line, and crew trash from the property and surrounding area. Walk the full property one final time checking for missed areas, uneven cuts, or leftover materials. Re-secure all gates, close doors, and restore the property to its original condition. Take a completion photo of the front for documentation. Leave a door hanger or notification card if the client is not home. Never leave without completing every item on the service agreement for that visit.