No one enjoys hearing complaints. But if you’re running a landscaping, tree care, or lawn care business and you’re not hearing any at all, that could be a bigger problem.
Silence doesn’t always mean satisfaction. In fact, a lack of client complaints often means your customers have given up. They don’t expect you to listen, or worse, they’re already taking their business elsewhere without saying a word.
On the other hand, a client who raises a concern is giving you a gift. It’s a chance to do better, to strengthen the relationship, and to improve your operations. When handled well, complaints become a key driver of client loyalty and long-term profitability.
Let’s break down how you can turn an uncomfortable situation into a profitable one.
Make It Easy for Clients to Speak Up
If clients don’t know where to direct their concerns, or feel like their input won’t be taken seriously, they’ll stay quiet or take their frustration online. You don’t want that.
Build an open-door communication policy. Post your contact information clearly on your website and invoices. Train your team to direct concerns to the right person. Most importantly, don’t wait for problems to escalate. Give your clients frequent opportunities to share feedback, both positive and negative.
Let them know their voice matters. Clients want to feel heard just as much as they want their lawn mowed or their trees pruned.
Fast Response, Better Retention
The clock starts ticking the moment a client reaches out with an issue. The longer you wait, the more likely frustration will grow.
Responding quickly shows you care. Even if you don’t have an immediate solution, acknowledging the problem and committing to a timeline makes a big difference. Many clients will forgive the initial mistake if the recovery process is smooth and respectful.
Speed signals professionalism. It also prevents issues from festering or making their way to public review platforms.
Learn Before You Fix
Listening is a skill, and it matters most when emotions are high. Let your client explain the issue without interruption. Ask clarifying questions to get the full picture. Avoid jumping in with explanations or justifications.
Your job is to learn what went wrong from their perspective. It might not be the crew’s performance alone. It could be a mismatch in expectations, a missed detail in the quote, or even a lack of follow-up.
Every complaint is a learning opportunity. And when you take time to fully understand the issue, your solution becomes more effective and appreciated.
Apologize Thoughtfully
You don’t have to take the blame for things outside your control, but you do need to acknowledge your client’s feelings.
Say you’re sorry for their experience. Not in a robotic way, but in a human, authentic tone. If your company is at fault, own it. If there was a misunderstanding, clarify it respectfully. Clients appreciate transparency far more than excuses.
An apology is not an admission of incompetence. It is an act of leadership.
Focus on Solutions, Not Blame
By the time a complaint comes in, the damage is already done. Clients are less concerned with what happened and more focused on what will be done next.
Fix the issue as quickly and clearly as possible. Offer compensation if appropriate, and let the client know what changes you are making to prevent a repeat. Then, follow through.
This is your chance to exceed expectations. A well-handled complaint often earns more loyalty than a flawless transaction.
Circle Back
Don’t let the resolution be the last contact. A few days after addressing the complaint, check in with the client.
Ask if everything was resolved to their satisfaction. Offer a token of appreciation for their feedback. A quick phone call or personalized email can go a long way in reinforcing trust.
Follow-ups show that you care about more than just a one-time fix. You care about the relationship.
Train Your Team to Handle Complaints Well
If you’re not the one fielding complaints, make sure your staff knows how to handle them with grace. Your customer-facing team should be empowered to resolve issues, not just report them.
Give them tools, scripts, and permission to make things right. Let them know their job isn’t just mowing lawns or trimming hedges. It’s creating a five-star experience.
Celebrate their wins. When they turn a negative into a positive, recognize their work. That kind of culture keeps morale high and clients happy.
Build a Culture of Listening and Learning
Client complaints reveal your blind spots. Use them to sharpen your training, improve your systems, and strengthen your quality control.
Track trends in complaints. Are certain issues recurring? Are particular teams or services struggling more than others?
Don’t treat complaints as isolated events. Treat them as clues. Behind each concern is an insight that can move your business forward.
Client care isn’t about eliminating complaints altogether. It’s about responding with clarity, empathy, and speed.
The best landscaping, lawn care, and tree care companies don’t just deliver great work. They deliver great service. And when something goes wrong, they make it right in a way that builds deeper loyalty.
As you look ahead to your next busy season, make sure your client care strategy includes more than just sunshine and green lawns. Equip your team with the tools to listen, resolve, and learn.
You might find that your most loyal clients are the ones who gave you a second chance.
“People will sit up and take notice of you if you will sit up and take notice of what makes them sit up and take notice.”
— Harry Selfridge
Be well, do good work, and keep in touch.
Fred
