One‑Time Services - How We Handle New Client Feedback

We take each review from our clients very seriously — it keeps us grounded, helps us reflect, and drives us to improve our services moving forward. We truly value honest feedback and want to hear our clients’ thoughts. This allows us to refine our processes, strengthen what’s working, and improve what’s not.

We truly appreciate and are thankful for all the 5-star reviews and feedback we receive. Knowing that our clients are satisfied motivates us to continue providing the best service possible.


Whether a client shares a concern or leaves a negative review, we value their honesty. Honest feedback helps us improve and understand where we can do better.
When concerns arise, we carefully assess the situation by reviewing before-and-after photos, retracing the steps of the service, and speaking with our crew to fully understand what happened. We then reach out to the client as soon as possible to communicate openly and take the opportunity to make things right.

Our commitment is to deliver reliable, trusted lawn care with clear communication.


Recently, we received feedback from a new client who was dissatisfied with their one‑time lawn mowing service.
​We want to share how we approached the situation with full transparency and a sincere intent to make things right.

As with all scheduled services, we send both text and email reminders, followed by an arrival notification once our crew is on their way.
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Before the Service
Upon arrival, our crew spoke with the client, who kindly asked whether they needed anything to get started. Since everything was prepared, the crew began mowing and completed the service without further interruptions.
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Our standard practice is to respect clients’ time and privacy by avoiding unnecessary disturbances. Unless a client specifically requests a conversation or walkthrough, we typically do not knock again before leaving once the work is completed.
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Before & After Comparison 

Before Service - Front lawn prior to mowing

After Service - Front lawn mowed and edged

Before Service - Back lawn prior to mowing

After Service - Back lawn mowed

After the Service
We later received a Google review from the client expressing dissatisfaction with the service and noting that the crew left after mowing without checking in.

After investigating with the team to understand what happened, one of our first steps was to call the client.
Our goal was to listen and understand the source of their dissatisfaction. 

During the call
For transparency, the client’s main concern was that the lawn did not seem to be mowed properly. He would have appreciated it if the crew had reached out or knocked before leaving, as he did not have an opportunity to review the job. That way, if there was any dissatisfaction or a correction was needed, our crew would still be on-site to address it and ensure expectations were met. Because the crew left without checking in, he was not able to point out areas he was not satisfied with or request corrections.

He also shared a concern that, because of this, he might need to hire another provider to redo the mowing and incur additional expenses. He clarified that this wasn’t about our crew “not wanting to bother” him — he simply would have appreciated the opportunity to review the work before the crew left, as a matter of professionalism.
We thanked him for his feedback, apologized for the inconvenience and his experience, and assured him that we would share his comments with our team. We also offered to return and address his concerns.

Result
After confirming the client’s availability, we exchanged emails and scheduled a revisit to make things right and deliver exactly what the client wanted.

Following the revisit, the client kindly chose to remove their negative feedback online, which we truly appreciate.
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For us, this was a true win-win. We were able to make things right by listening to our client’s concerns, addressing them promptly, and—most importantly--helping our client save time and money while receiving the quality service they deserve.

Before & After Revisit Comparison 

Back for a fresh cut

2nd mow done — a more precise finish

Revisit for that perfect trim

Refined after round two

​Overall Understanding and Take on the Client’s Point of View
Personally speaking, communicating directly with the client is far more constructive than letting a negative review define the experience. It ensures the client feels heard and allows us to fully understand their perspective, including any concerns we may have overlooked or misunderstood.

Reaching out after a one-time service helps us acknowledge any shortcomings from the client’s point of view and make things right. It also gives us the opportunity to evaluate our assumptions and continuously improve our standard operating procedures.
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Not every client has the same preferences—some may appreciate our current approach, while others may prefer a different process. By listening and adapting, we build stronger relationships and provide a more personalized, professional experience for each client.

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The Value of Open Communication with Dissatisfied Clients
Being open to communicating and addressing concerns from a dissatisfied client is truly worthwhile.
It reminds us to “touch some grass” — to step outside our assumptions and not just believe that what we did was automatically right. Listening with compassion and care has always been part of our commitment: to support our clients and remain a reliable provider for our community.

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​​Strengthening Our Relationship with Clients
We deeply value every client’s time, trust, and support. For one-time service requests especially, we recognize the importance of clear expectations on both sides.

Moving forward, we’ve implemented two key improvements to strengthen trust with first-time clients;

• Expectation Reminders: We will clearly outline what clients can expect on the day of service.
• Photo Transparency: We will consistently provide before-and-after photos for every one-time job.

These steps ensure expectations are clear, even during a first encounter, and build confidence in the quality of our work.

Recommendation:
While there will always be some low or negative reviews, we encourage potential new clients to browse our comparison photos and judge the quality of our work for themselves. We truly appreciate the trust our clients place in us and value every opportunity to serve.
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Our Commitment and Goal:
To treat every lawn as if it were our own — and every client with respect, care, and professionalism.
We understand that no company is perfect, but we view every piece of feedback as an opportunity to learn and improve. We remain committed to delivering 5-star service and earning your trust with every visit.