Why Good Isn't Good Enough: Creating an Exceptional Customer Experience

In the landscaping and snow removal industry, most companies think delivering the service as promised is enough to keep customers happy. But as competition increases and expectations rise, simply doing the job isn't cutting it anymore.

Today’s best companies don’t just mow lawns or clear snow, they create standout customer experiences that win loyalty, referrals, and long-term contracts.

What Is Exceptional Customer Experience?

Exceptional customer experience goes beyond the basics. It’s about how your customer feels before, during, and after working with your company. It’s in the details, the tone, the timing, and the follow-through.

As Brandon said on the podcast, “Good workmanship is a given. It’s the gate left open or the trash left in the tree that people remember.”

Let’s break down what it really means to deliver an exceptional experience and how to do it consistently.

1. Attention to Detail: The Disney Approach

In Be Our Guest, Disney teaches us that great service comes from obsessing over the smallest details. From strategically placed trash cans to cast members knowing your name, everything is designed for ease and delight.

For landscape companies, that might look like:

• Ensuring gates are closed and locked after every visit

• Tidying up errant clippings or mulch before leaving

• Notifying customers of any property issues, even ones outside your scope

This level of care shows that you're not just a vendor, you're a trusted partner.

2. Make the Experience Effortless

According to The Effortless Experience, loyalty isn’t built by “wowing” customers, it’s earned by reducing friction.

Ways to reduce customer effort:

• Proactively communicate delays or schedule changes

• Offer self-serve portals for payments, service requests, and updates

• Follow up to confirm satisfaction after visits

• Use tools like IssueID to identify, document, and solve problems proactively

The goal is simple: don’t make your customers work hard to stay happy.

3. Personalization Matters

When customers feel like they’re just another invoice, you’re replaceable. But when they feel seen, heard, and understood, you become indispensable.

From using their name in emails, to remembering that their dog’s name is Tucker, small touches build big loyalty.

Also:

• Include property-specific notes in your CRM

• Send proactive seasonal reminders tailored to their property

• Offer suggestions based on their past services or future goals

4. Clarify Your Story

In Building a StoryBrand, Donald Miller emphasizes that your customer is the hero, and you’re the guide.

Here’s how to use that in your marketing:

• Identify the customer's external and internal problems

• Offer a clear path (your services) to solve them

• Invite them to take action with clarity and confidence

When your messaging makes sense, customers feel empowered—not confused.

5. Train for Consistency

DisneyU reminds us that exceptional service is only possible when your team is aligned. Consistency doesn’t happen by accident, it comes from intentional training and values-based leadership.

Ways to implement:

• Create a standardized onboarding program for new hires

• Reinforce soft skills like communication and customer care

• Empower team members to solve problems on-site without needing to escalate

A well-trained team doesn’t just perform the work, they protect your brand.

6. Build Feedback Loops

You can’t fix what you don’t know is broken.

• Use Net Promoter Score (NPS) surveys

• Encourage real-time feedback via text or email

• Follow up on service calls to gather insights

More importantly, act on it. Show your customers that their voices lead to change.

Common Pitfalls to Avoid

• Overpromising: Be realistic with timelines and results. Under-promise, over-deliver.

• Ignoring your team: Happy teams = happy customers. Disengaged employees erode trust fast.

• Forgetting the follow-up: The job isn’t done until the customer says it is.

Final Thoughts

In a sea of good contractors, the ones who rise to the top are those who create emotional connections, frictionless processes, and unforgettable service.

If you want to increase renewals, referrals, and revenue, this is the work.

To hear our full breakdown (including a few funny stories and real-life examples), check out the full podcast episode:

🎧 Want the full breakdown?
Check out our latest episode of The Beer Garden podcast:
"Why Good Isn't Good Enough: Creating an Exceptional Customer Experience"
Available on YouTube, Apple, Spotify, or wherever you get your podcasts.

Need Help?

If you need help implementing these strategies or have questions about growing your landscape or snow removal business, feel free to reach out. We're here to support your journey toward a successful and stress-free future, don’t hesitate to contact us here. We’re here to help you every step of the way.

Want to wow your customers with proactive inspections? Need a system to document and resolve quality concerns? IssueID has you covered. With photo documentation, inspection tracking, and site-based workflows, it’s the perfect companion to drive proactive maintenance, higher margins, and improved customer satisfaction. Try it out for free today!