Texting Etiquette: A Practical Guide for Lawn & Landscape Contractors
As the owner of a growing landscape/hardscape company or lawn care business, effectively communicating with your customers is crucial for building and maintaining strong relationships. While phone calls and emails have been the main communication channels, over surprisingly recent years texting has emerged as a convenient and efficient way to connect with homeowners, vendors, and subcontractors. However, it's essential to be professional when texting customers to ensure a positive impression and avoid any miscommunication. In this article, we will explore the unspoken rules and best practices for texting customers, providing you with an operator's manual for professional texting etiquette.
Respect Timing: One of the key aspects of texting etiquette is respecting your customers' time. Avoid sending messages too early in the morning or late at night when they might be resting or spending time with their families. As a general rule, refrain from texting before 8 a.m. or after 8 p.m. to demonstrate consideration for their privacy and personal time. At the beginning of a new relationship, hash this stuff out—everyone has a different schedule and maybe some customers like to text at 10pm. But you need to nail this down first.
Introduce Yourself Clearly: When initiating a text conversation with a customer or prospect, it's important to establish your identity right from the start. Begin with a polite and concise introduction, including your name and your company's name, to avoid any confusion. This sets a professional tone and ensures your recipient knows who they are conversing with.
Use Proper Language and Grammar: Texting is more casual than other forms of communication, no doubt. But it's essential to maintain professionalism in your language and grammar. Avoid using abbreviations, slang, or excessive emojis that can be confusing or unprofessional. Ensure your messages are well-written, clear, and concise, reflecting your commitment to quality and attention to detail. Even if your customer starts a slangfest, you are the service provider—don’t mirror that.
Respond Promptly: Prompt responses are crucial for maintaining good customer service and building trust. Aim to respond to customer inquiries or requests within a reasonable timeframe, ideally within a few hours. If you are unable to respond immediately, acknowledge their message with a brief reply to let them know you will address their query as soon as possible. Consistent and timely communication shows your commitment to customer satisfaction.
Stay Relevant and Focused: Keep your text conversations focused on the topic at hand. Avoid veering off into unrelated subjects or engaging in lengthy personal conversations. Maintain a professional tone by providing information, answering questions, and addressing concerns concisely. By staying focused, you demonstrate respect for your customers' time and reinforce your expertise.
Be Mindful of Tone: Text messages can sometimes be misinterpreted due to the absence of facial expressions and vocal cues. To prevent misunderstandings, ensure your texts have an extra friendly and professional tone. Use polite language, avoid sarcasm or humor that may be misconstrued, and make an effort to convey warmth and appreciation in your messages.
Review Before Sending: Before hitting the send button, take a moment to review your text message. Check for any spelling or grammatical errors and ensure the content is clear, professional, and relevant. Proofreading your texts helps you maintain a high level of professionalism and attention to detail.
Not everything can be handled with a text: Sometimes, picking up the phone of sending an email is better. Be sensitive of the situation at hand and know when, and when not to, text. Generally speaking, long, detailed explanations are not great for text, problems or complications sometimes are best served with a live voice…crew ran over those mature boxwoods with the mini excavator? Pick up the phone. You get the point.
It works both ways, doesn’t it? Yes, it does! Unfortunately, there may be instances where homeowners do not respect the established boundaries for texting. Here are some strategies to address and manage such situations professionally:
-> Reinforce Communication Guidelines: Remind homeowners of the agreed-upon communication guidelines and boundaries in a polite and respectful manner. Emphasize that these guidelines are in place to ensure effective and efficient communication. Reinforce the importance of using appropriate channels for specific types of inquiries or requests.
-> Set Clear Response Time Expectations: Communicate realistic response time expectations to homeowners to manage their anticipation. Let them know the average time it takes for you to respond to text messages and provide alternative contact methods for urgent matters. Setting clear expectations can help manage their impatience and minimize excessive texting.
Redirect to Preferred Channels: If a homeowner consistently ignores the established boundaries by excessively texting, politely redirect them to the preferred communication channels. Remind them of the benefits of using email or scheduling a call for more complex or detailed discussions. Offer guidance on how these channels can provide a more comprehensive and efficient resolution to their inquiries.
Consolidate Information: If a homeowner tends to send multiple text messages for unrelated or scattered topics, politely request that they consolidate their questions or requests into a single message or email. Explain that consolidating information allows for better organization, understanding, and a more effective response. This approach encourages homeowners to be concise and helps streamline communication.
Address Concerns Directly: If a homeowner expresses frustration or dissatisfaction due to perceived unresponsiveness, address their concerns directly. Apologize for any inconvenience caused and provide an explanation for any delays or limitations in your texting responsiveness. Assure them of your commitment to addressing their needs and reiterate the preferred communication channels for more efficient resolution.
Texting is a basic method of communicating for landscaping businesses today—like it or not. But by following these unspoken rules and best practices, you can ensure your text messages convey professionalism, respect, and a commitment to customer satisfaction.
