Walking through setting up a TCM Client
Overview
Introduction
Top
📞 "A Cut Above Landscape this is __________, how may I help you today?"
I am happy to help you with this. I will need to get a bit of information. Is this for a commercial or residential property?
Commercial
Residential
Residential TCM Clients
Are you a new or returning Mow or Snow client? Have you had a maintenance package, either lawn or snow, with us in the past? Have you already received your custom bid?
Returning Client
New Client
New Client
It's great that you're looking into this service! May I ask whom I am speaking with today?
< Begin Sales Form >
Enter into Sales Form:
- Name
Hi______, I'm _______ I can review our process, so you know what to expect. If I can gather some information from you our office can send you a custom quote. We have additional office support who will measure your property using google maps, and submit your custom bid by email. We hope to have your quote by the end of the day, however, usually, you'll have it much sooner.
In the meantime, while that's being calculated I can go over our maintenance packages, and answer any questions you might have. We can even estimate the pricing if you know the tentative size of your property. However, we do need to wait for the specific bid to come back to get your exact pricing for the season.
Enter into Sales Form:
- May I start with a good phone number in case we get disconnected?
- What is the best email address where we can send you your custom quote?
- Lastly and most important, what is the address of the property where you'd like service.
- Check off residential and the services they've mentioned.
Submit Form
Explaining our Packages
I can tell you about our packages so you can get an idea of what to expect from your bid. We have three maintenance packages to choose from this season.
Our starter package is called the Kick-Back Package it includes
- mowing of the turf areas
- line trimming in hard-to-reach areas for a clean consistent cut bi-weekly edging which creates clean, crisp lines between your lawn and adjacent driveways & walkways.
Our standard package is called the Rest- Easy Package it includes everything in the Kick-back package plus
- one overseed appointment with double aeration
- one single pass aeration
- three fertilizations
- three revive applications
- Irrigation activation
- Irrigation winterization
- a discount on irrigation repair services
Our premium package is called the Total Freedom Package it includes everything in the Kick-back and Rest- Easy package plus
- two sprinkler audits
- two sprinkler adjustments
- your single aeration is upgraded to a double pass
- an additional fertilization
- an additional revive application
- and two man-hours a month of maintenance services which can be used for weeding or shrub and plant trimming.
Which package do you think fits best with your landscape goals this season? Do you have any questions regarding anything I've covered so far?
Pause to make sure the client understands the three packages, before going further.
Payment Options
We have two options for pricing with our services. We offer month-to-month and pre-payment options. If you decide to pay monthly, you pay your first and last month's payments upfront, and the great thing is you can cancel at any time. If you chose to prepay, payment for the season is due at the time of scheduling and you would receive a 5% discount.
The first and last month's payments for monthly members, as well as pre-payment, are non-refundable.
Client Has Questions
Estimating without Google Maps
Top
I definitely want to stress that your emailed custom quote will be your locked-in quote pricing, but I would be happy to give you a rough estimate if you know your property's square footage. Do you know how much turf area your property has in both the front and backyard?
No (or the client doesn't want an estimate will just wait for emailed bid)
Yes
Transition to starting estimate.
Pay Monthly: Clients who want to pay monthly
Pre-Pay Monthly Cost: How much a prepaying member is actually paying monthly if you break up their total payment with their 5% discount.
Pre-Pay Total: Total Due upfront for Pre-pay members.
|
|
Kick Back |
Rest Easy |
Total Freedom |
|||
|
Yard Size (sq. ft) |
Monthly Payment |
Pre-Pay TOTAL (April - October) with 5% Discount |
Monthly Payment |
Pre-Pay TOTAL (April - October) with 5% Discount |
Monthly Payment |
Pre-Pay TOTAL (April - October) with 5% Discount |
| Under 4000 Sq. Ft |
170 | 1140 | 280 | 1857 | 451 | 3002 |
|
4000 - 5999 Sq. Ft |
214 | 1425 | 324 | 2157 | 496 | 3301 |
|
6000 - 8000 Sq. Ft |
300 | 1995 | 429 | 2850 | 614 | 4085 |
Do you have any questions on anything we've covered so far? Is there a package you are leaning toward?
Negative Reaction
Plans/ Pricing won't work or client has additional questions
Positive Reaction
Add notes into hubspot regarding packages they are interested in,
and other information ex: billing preferences, packages needed, concerns, etc.
Ending Bid Phone Call
Alright, I will keep an eye on your bid request and make sure it gets out to you right away. Please feel free to reply back to the email once you receive it, or call me directly if you have any questions.
Is there anything else I can help you with today?
Make sure we've answered all of the client's questions.
I really appreciate that you reached out to us. I hope you have a great rest of your day, and we'll be in touch soon. Thank you again!
📞 End of Call 📞
Client Doesn't Know their Property Size
Not a problem, we will make sure you get your bid by the end of the day. Did you have any additional questions regarding our maintenance packages, or would you prefer to go over that once you've received your quote?
No
Yes
Renewal Client
Incoming Call
Outgoing Call
Outgoing Renewal Client
Client Answered
Client Voicemail
Outgoing Renewal Client Answered
Hi is ____ available, please?
Hi _______! My name is _______ and I am calling with A Cut Above Landscape. I am hoping you received your renewal quote from us, and I wanted to see what we can do to help you get set up this season for your lawn service?
No Bid
Questions
Ready To Set Up Service
Doesn't want to discuss at this time
Not Interested
Outgoing Renewal Client Answered- VM
I want to reach out to you because we recently sent an email about Your Total Care Maintenance Package Renewal. We are prioritizing you as a returning customer to get your renewal in the door before opening up the packages for new inquiries. Please take a look in your inbox and possibly check your spam or trash folder, just in case. There, You can review the details and select your package via email or we can do this over the phone.
Please call us at your earliest convenience at 303-853-8550 or email us if you have any questions or concerns.
Thank you for being a customer with A Cut Above, take care and talk soon!
📞 End of Call 📞
Incoming Renewal Client
Welcome back this season! May I ask whom I am speaking with today?
Write Down Clients Name! Pull Up Client in Hubspot
Hi ____, I am happy to get you started this year and answer any questions you may have. Did you receive your 2022 bid this season?
No
Yes
Reviewing & Selecting a Bid with Client
Pulling up Deal:
Contact View > Deal Column on the Right Side of Screen > 
> 
> TCM 2022
Pulling up Pricing in the Deal:
Deal View > Deal Column on the Left Side of Screen > 
Understanding Pricing
- Monthly TCM Price -
- Monthly TCM Snow Price-
- First & Last Billing TCM Price -
-
(Hover over name to find out if it's TCM or Winter)
-
- Total Pre-Payment TCM w/ 5% off-
- Total Pre- Payment Snow w/ 5% off-
- Total Amount For Service -
- Total Amount For Service -
Review Packages
Additional Questions
Ready To select Package
Selecting Clients Package
- Deal View > Deal Column on the Left Side of Screen >
> click the 
- Scroll to bottom > Select Services
- Landscape Service Package
- Winter Service Package
- Billing Frequency
Read the client the Terms and Conditions according to the package selected.
-
- Pre-Pay Clients
- To begin your service, ACA Landscape will collect a payment method for your account, and process your full contract amount immediately.
- This payment is non-refundable and non-transferable.
- We are unable to reserve your spot on our route without this payment in full.
- Monthly Clients
- ACA Landscape will collect a payment method for your account. You are authorizing our office to process your payment method on file for your selected services, based on the quote provided.
- To begin your service, we will process an initial payment which is your first and last month's dues, immediately. This initial payment is non-refundable.
- Your credit card will be charged automatically each month on your billing date.
- Pre-Pay Clients
-
-
- Please remember you can cancel at any time and the next unpaid month of service will not receive an invoice, as you are taking care of that payment today. Your paid last month can only cover future invoices, it cannot be retroactively applied once a charge has been made.
-
- Check box for " I agree to the terms and conditions"
Additional Questions
Set-Up Payment
- First & Last Billing TCM Price -
-
(Hover over name to find out if it's TCM or Winter)
-
- Total Amount For Service -
- Total Amount For Service -
We have everything set for your service, the last step is to add your method of payment. May I please have the credit or debit card you'd like to use to pay for your service?
Open Jobber
-
> Enter Property Address - if the client, or the client's family member, comes up with the address click that account to open.
- If the address is not in our system (or under a different unrelated name) create a new client
- Bottom Right hand of screen >
> Update Credit card - Confirm the card they would like to use or update to a new card.
- Once card is confirmed add a note that card was added:
- Ex) Visa 1234 TCM Kickback Monthly payment 2022
Client Signed Up For Kick Back
Client Signed Up for Rest Easy or Total Freedom
Client Signed Up for Kick Back
- All clients who sign up prior to the first week of service will have their first service the week of April 4th.
- Clients who sign up after the season has begun: will have their service begin the following week from the day they signed up.
Click Here For Ending Call
Client Signed Up for Rest Easy or Total Freedom
When will a client's service begin?
- All clients who sign up prior to the first week of service will have their first service the week of April 4th.
- Clients who sign up after the season has begun: will have their service begin the following week from the day they signed up.
We will sign them up for their SA and SW, while they are on the phone if there is open availability, otherwise, we will reach back out when we receive availability.
You will also receive confirmation emails for the seasonal services for your account as they get scheduled. These confirmation emails not only contain tips for a great service but also have a reschedule link in case you need to change an appointment date.
Ending Call for Newly Scheduled TCM Clients
If Client Has Questions
Make sure we've answered all of the client's questions.
Thank you so much for setting up your service with us this year. I really appreciate that you spoke with me today. I hope you have a great rest of your day, and please don't hesitate to reach out to me if you have any questions. Thank you again!
📞 End of Call 📞
CSR Responsibilities Once Scheduled
- Make sure Jobber information matches the client's information in Hubspot
- Add Jobber Payment Note to Hubspot
- Schedule all seasonal services attached to Rest Easy and Total Freedom packages. Click here for the calendar of when to schedule each service.
- Assign deal to yourself--- You did it! Great Job!
You're Done!
Questions Clients May Have
- How much did I pay last year?
- What are my billing options?
- How Does Autopay work?
- Your billing date will begin the first day of your service and repeat every month. We will process the card you provide our office automatically until the end of the season, or you cancel your service.
- Autopay is one resource we are using to combat rising labor prices, it allows our technicians the ability to complete more appointments without having office work at the end of a hard-working day. We're happy to help our staff get home to their families sooner.
- Can I pay by check? We allow payment by check for prepaying clients only. We can sign up clients for their service, however, their appointments will not begin until our office receives payment in full.
- Price is too High?
-
Unfortunately, the landscape industry is not immune to rising costs and they have been especially noticeable with materials, supplies, and employee labor. In the past, we have tried to absorb these cost increases internally... however, our small, Colorado-based business cannot continue to do so
- Perhaps there is a way we can lower the expected cost while allowing you to still receive the help you need with your maintenance.
- You can purchase the monthly membership and cancel at any time. This means activating your service for the months when perhaps your family's schedule is busier or based on the months when your grass will grow the most.
- Another option is setting up a pre-payment membership and selecting a shorter season, for instance prepaying for only 3 months instead of 7. You would still receive 5% off of your service.
- Additionally, are there areas of our service where you desperately need help? If your budget doesn't allow for a monthly service we can always come out to your home to provide a one-time yard clean-up to get your property ready for the upcoming season.
- Another option would be purchasing our starter package, which would allow you to have your mow, trim, and bi-weekly edging and then scheduling less seasonal services separately. You wouldn't get all of the amenities of the standard and premium packages, but it would make a big difference to your lawn and save you a significant amount of time.
-
- Price for smaller yard (or front only)? Our pricing is calculated based on your yard size and takes into considerations factors such as labor, drive time, and average onsite service time. We do not currently offer any discounts on pricing due to the rising costs of labor and materials.
- How much do I need to pay to get started?
- Do you offer any discounts? We currently offer 5% off of our total care maintenance packages when the client pre-pays for the service.
What Is In Each Package?
Well that seems expensive - why is the price so high?
- I understand that price can be a factor, but to give you some more of a secured feeling about our pricing and the value of our services; (1) We are Certified, licensed, & insured. Our staff and go through an extensive training program. What that means for you: when you hire a contractor that is not certified, licensed/insured, you are assuming the risk and liability of them being on your property. When they inevitably damage something or god forbid, get injured or injure someone else, you are liable.
- Each year we do a thorough pricing review and benchmark with thousands of other businesses in our industry and can confidently say that our pricing is extremely competitive in this aspect.
- Beyond that, the value that we bring far exceeds any other contractor. Each customer gets a dedicated quality assurance specialist, service provided by the best technicians in the industry and a responsive customer service team dedicated to ensuring your experience is A Cut Above.
I don’t want to get stuck in a contract
No worries, you have the option to cancel anytime.
Do I have to do AutoPay?
Now I can understand your concerns here, but our policy is that all recurring customers are to be set up on autopay or choose annual billing saving 5% paid by check or credit card upfront. And believe me this decision was not taken lightly. This allows us to keep our prices low. We’ve had troubles in the past spending more time and our internal resources chasing down payments. ---I understand you wouldn’t be part of this issue, although in aggregate, it can pull a significant amount in resources which forces us to compensate by raising our prices. It costs us to track down the payment, it costs us to pay our crews and carry the burden. By having everyone’s card on file, our finance team doesn’t have to send invoices, and we don’t have to pay them to do so, even though some people pay on time every month, the invoices still need to go out.
However if you need to do a check, the only exception will be if you mail in a check for the entirety of the contract (annual payment) and we receive it prior to 3/15.
*We can not set up their job until we received payment on file or check amount in full*
Due to the labor and materials shortages, we are limiting our availability for the 2022 season and will be confirming spots on our routes on a first come first serve basis. This will allow us to ensure that we provide excellent service to our confirmed customers all season long. For this reason, we recommend confirming your packages as quickly as possible.
To Resend a TCM Bid
I'm sorry you didn't receive your quote. I'm going to pull up your account and confirm that we have the correct email on file.
- Pull-up client in hubspot
- Confirm email with the client
- Confirm client had a deal associated to their contact
- If the client is missing their deal, we may need to search for duplicate account
- If the deal doesn't have yard measured, or pricing, we will have to reach out to a manager for an update
- Email > Create Email > Template > 2022 TCM Renewal Quote
- Copy yellow section > Delete once copied > Highlight, "Select Your TCM Package here" > clink Insert link > Past yellow section in URL
- Send Email.
If you can check your email. You should have your renewal quote. I'd be happy to review the information with you and answer any questions you might have. I can even help you get started.
No- I'll need to review the information
Yes- Explaining our packages/ reviewing their hubspot account.
Commercial TCM Clients
📞 "Commercial properties are handled by our executive sales staff. I can get together the information they need to create a bid and hand over your account to them. They get back to clients quickly once they've prepared the custom bid.
< Begin Sales Form >
Enter into Sales Form:
- May I get your first name? Are you the best point of contact for this property?
- Can I get a phone number in case we get disconnected?
- What is the best email address where we can send you your custom quote?
- What is the name of the property or business?
- May I have the address please?
- Our sales staff will go more in-depth regarding the services you need, but if I can just give them an overview... what services does your property need?
- ex) weekly maintenance, seasonal services, snow, enhancements, installations (enter in notes section)
- Is there a deadline for when you need your bid? (enter in notes section)
Submit Form
Alright I will keep an eye on your bid request and make sure it gets out to you right away. Please feel free to reply back to the bid email once you receive it, or call me directly if you have any questions.
Is there anything else I can help you with today?
Make sure we've answered all of the client's questions.
I really appreciate that you reached out to us. I hope you have a great rest of your day, and we'll be in touch soon. Thank you again!
📞 End of Call 📞
The client has bid
That's great that you have your bid. Were you able to select your package and get started?
Setup Client with Services
Client Has Questions
Client is declining services this year
Setting up Client by Phone
Great, let's get you set up! Which package works best for you this season?
Select Package
Client Needs to Compare Bid Options
Additional Questions
Selecting package
Sending Payment Form
Setting up seasonal services that require the client to be home.
Rest Easy & Total Freedom Clients Only --I would like to get the appointments set up for the services that we will need someone home for. I know it's a little ways out to schedule, but I will send you a confirmation email and if those dates end up not working, you can make changes directly through the email up to 48 hours before the appointment.
In addition, once we hang up today you will receive confirmation emails for your other seasonal services. You do not need to be home for those services, however, I highly recommend reading the emails so you can see how you need to prepare your lawn for the service. For instance, you'll want to flag your sprinkler heads for the aeration appointments to avoid damage. If for any reason the dates scheduled do not work for you, you can adjust those dates through your emails as well.
Setting up remaining services once off the phone with the client. *Updating Return customer information in acuity once you schedule.
When Seasonal Services Are Scheduled
| Cut & Clean | Weekly | Kick Back, Rest Easy & Total Freedom Packages |
| Detail Maintenance (Total | Monthly | Total Freedom |
| Sprinkler Activation* | April / May (Or within the first month of your maintenance service, for those who begin mid-season) |
Rest Easy & Total Freedom Packages |
| Aeration & Fert & Revive | April / May (Or within the first month of your maintenance service, for those who begin mid-season) |
Rest Easy & Total Freedom Packages |
| Sprinkler Audit | April / May (Or within the first month of your maintenance service, for those who begin mid-season) |
Total Freedom Packages |
| Fert & Revive (Summer) | June (Or halfway through your season for those who begin mid-season) | Rest Easy & Total Freedom Packages |
| Fert & Revive (Summer) | August (Or within the last two months of your maintenance service, for those who begin mid-season) |
Rest Easy & Total Freedom Packages |
| Sprinkler Audit | August (Or within the last two months of your maintenance service, for those who begin mid-season) |
Total Freedom Packages |
| Fert & Revive (Fall) | Sept August (Or within the last three months of your maintenance service, for those who begin mid-season) |
Rest Easy & Total Freedom Packages |
| Sprinkler Winterization* | Late October | Rest Easy & Total Freedom Packages |
| Overseed & Double Pass Aeration | Either April or October. Clients who sign up for service before the last week of April will have their overseed in the spring. Your service only has two weeks of mowing in April, so the seed has two weeks to mature. Clients who sign up for services after the last week of April will have their overseed in the fall. Your service only has two weeks of mowing in October, so the seed has two weeks to mature. |
Rest Easy & Total Freedom Packages |
The client can't / doesn't want to talk now
Absolutely... not a problem! We are limiting our route size this season, to be on the safe side as a small business during this... eventful time. If our company would be a great fit or if you have additional questions I would recommend reaching back out sooner than later.
I will shoot you a quick email so that you have my contact information in case you think of any additional questions or I can be of help.
Client Questions
Not Interested in Services This Season
Follow Up
Not Interested in Service This Season
I hope you won't mind me asking... why aren't our services a good fit this season?
Prior Experience
Moved
Likes to Mow themselves.
Follow Up
Please feel free to reply back to my email once you receive it, or call me directly if you have any questions.
Is there anything else I can help you with today?
Make sure we've answered all of the client's questions.
I really appreciate that you spoke with me today. I hope you have a great rest of your day. Thank you again!
📞 End of Call 📞
Make sure all notes from your conversation are in Hubspot. If client is receptive please set up another time you can call back to check in with them.
Send an email:
- thanking the client for speaking with you
- letting them know when you will speak next if you set up a follow-up appointment
- send a paper trail of everything discussed during the conversation
- let them know they can reach out to you with any additional questions.