The Secret Communication Strategies That Keep Lawn Care Customers Coming Back for Years
KEY TAKEAWAYS
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Text is king: 28% of customers prefer text messages as their main way to communicate with lawn & landscaping providers.
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Give notice, win trust: 40% of customers want 2–3 days’ notice before service, only 12% want no notice at all.
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Don’t scare them off: Nearly 50% of customers instantly reject businesses that feel too expensive or too pushy on sales.
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The #1 dealbreaker: 40% of customers switch providers due to property damage or consistently poor results.
The landscape industry relies heavily on effective communication to deliver quality service and exceed client expectations. Building strong relationships with clients is crucial for lawn care businesses to succeed in the competitive lawn care industry.
We surveyed 500 current lawn care customers in July 2025 to reveal how customers want their lawn care provider to communicate with them. That study showed that 28% of customers prefer to communicate via text message.
However, when things go sideways, a phone call becomes the most effective way to communicate, with 35% of customers expecting a call to address complaints or issues. We’ve deciphered the data to give you practical tips on how to better communicate with your clients.
The Most Effective Communication Methods for Lawn Care Customers
Text messaging leads as the primary communication preference, with 28% of customers favoring it for regular updates about their lawn care services. Phone calls remain strong at 25% preference, while email communication appeals to 21% of customers, demonstrating the need for multi-channel approaches.
Old-fashioned, in-person communication still holds value, with 14% of customers preferring face-to-face visits for regular communication about their landscaping services. Only 15% prefer mobile app notifications, indicating that lawn care companies should focus on traditional channels while gradually introducing technology-based solutions.
RealGreen’s comprehensive software solution helps you manage client relationships, automate scheduling notifications, and track customer preferences all in one platform. Talk with one of our experts to see it in action for yourself!
How Much Notice Customers Prefer Before Service
Timing and communication are also critical factors in customer experience. 39.6% of customers want 2-3 days’ advance notice before scheduled services, while 32.2% prefer just a 1-day notification. Only 11.6% request no advance notice, proving that most customers value proactive communication that keeps them on the same page with their lawn service provider.
What Makes Customers Immediately Reject a Lawn Care Company
Price is the biggest deal-breaker for green business customers, with over a quarter rejecting companies simply because they’re “too expensive.” What’s almost equally damaging is pushy sales tactics, with nearly a quarter of customers walking away from aggressive salespeople, showing that how you sell is just as important as what you’re selling.
What Makes Customers Switch Providers
Our survey data is crystal clear about what drives customers into the arms of your competitors. The results speak for themselves:
- Consistent Poor Results (21.9%): Regular quality issues that providers fail to address promptly.
- Price Increases (21.1%): Unexpected cost changes without proper communication.
- Property Damage (19.9%): Accidents that providers don’t handle professionally or promptly.
- Unreliable Scheduling (15.9%): Inconsistent service timing that disrupts customer expectations.
How Customers Want Issues and Service Complaints Addressed
When issues arise, customers prefer a phone call to discuss matters more than a third of the time (35%). Likewise, text messages capture an additional 25% of respondents’ preferred method of communication to address complaints and issues. Customers tend to shy away from mobile apps when service doesn’t meet expectations, with only 7% turning to an app for problems.
While modern technology enables new communication channels, in-person discussions about problems are still a priority for nearly 14% of people. And email communication wraps up the final 18%, highlighting the need for a broad communication strategy when solving customer issues and resolving service complaints.
How Customers Gauge Lawn Care Provider Trustworthiness
The survey data shows that customer testimonials (2.93) are considered the most important factor when judging the trustworthiness of a lawn care company. Personal referrals (3.27) and professional certifications (3.52) follow closely behind, indicating that word-of-mouth and credentials hold significant weight in consumer decisions.
On the other hand, years in business (4.00) was rated the least important factor, suggesting longevity alone doesn’t build trust without stronger supporting signals. Insurance/bonding (3.59) and local community presence (3.68) ranked in the middle, highlighting that while they matter, they aren’t as critical as direct proof of reliability from testimonials and referrals.
Improve Your Lawn Care Business Operations with RealGreen
Lawn care business operations rely heavily on effective communication to deliver quality service and exceed client expectations. When you use clear communication channels, you prevent misunderstandings and ensure client satisfaction while building the foundation for long-term business success.
Our survey data demonstrates that successful lawn care companies prioritize communication strategies that align with customer preferences and expectations. By implementing a few communication methods and best practices, lawn care professionals create exceptional service experiences that generate loyal customers and sustainable business growth.
Ready to take your lawn care business to the next level? RealGreen’s proven software solutions help thousands of lawn care professionals build stronger customer relationships and grow their businesses. Schedule your demo today and get the right tools to transform your customer communication and business operations.
FAQs
What is the best way to communicate with lawn care customers?
Text messaging is preferred by 28% of customers, followed by phone calls at 25%. The most effective approach uses multiple communication lines to meet diverse client expectations and build stronger relationships.
How far in advance should I notify customers about scheduled services?
Most customers (39.6%) prefer 2-3 days’ advance notice, while 32.2% want just 1 day ahead. Clear communication about timing helps set proper client expectations and demonstrates professional reliability.
What communication mistakes cause customers to switch lawn care providers?
Poor communication ranks as the 5th leading cause for switching providers, behind consistent poor results, price increases, and property damage. Active listening and responsive communication are essential for client satisfaction.
How should lawn care businesses handle customer complaints?
Direct phone calls are preferred by 28% of customers for complaint resolution, followed by text messages (25%) and email (21%). Quick response through the customer’s preferred channel is key to effective communication and retention.
What builds the most trust with lawn care customers?
Personal referrals are the strongest trust factor, with 33% of customers finding providers through neighbor/friend recommendations. Customer testimonials and local community presence also significantly build trust and credibility.
How many quotes do lawn care customers typically get?
67.8% of customers get 2-3 quotes before choosing a provider, while 15% get just one quote. This data shows the importance of clear expectations and transparent communication during the initial consultation process.
Methodology
We surveyed 500 U.S. homeowners using Pollfish to uncover how Americans are maintaining their lawns in 2025 and how they interact with lawn care providers. We also explored public sentiment around topical cultural issues — such as immigration — and how these intersect with opinions on lawn care. Responses were analyzed across demographic variables, including age, gender, region, and income, to identify key behavioral and ideological trends.
Fair Use Statement
The insights and findings from this study are available for noncommercial use, including academic research, educational projects, and personal reference. Proper attribution is required when referencing this study, and direct linking to this article is encouraged to ensure access to the full context of the findings.
For commercial use, media publication, or other professional applications, permission must be obtained from the authors. Respect for intellectual property rights and ethical citation practices is greatly appreciated.
