From the VP’s Desk: 5 Reasons Customers Get Frustrated

Client retention isn’t just about doing great work—it’s about how customers experience your brand

Hi H Client!

June is the month when everything shifts into high gear—more crews on the ground, more jobs in motion, more details to manage. It’s also when even the best companies risk losing trust, not because of the work itself, but because of how the experience is delivered.

In StoryBrand, we talk about your customer being the hero—and your role as the guide. That’s not just marketing theory. It's an operational truth. When you communicate clearly, solve problems proactively, and deliver a seamless experience, your customer feels validated in their decision to hire you.

That’s what builds repeat business. That’s what drives referrals.

And that’s why retention marketing happens in every interaction.

The Top 5 Reasons Customers Get Frustrated

(And how top-tier landscape businesses avoid them)

1. “They said they’d follow up—and didn’t.”
   Trust erodes when expectations go unmet.
   Solution: Build in internal checks for all follow-ups—whether it’s a lawn care touchup, a warranty visit, or a final walkthrough on a design-build project.
   Halstead Help: Ask your Project Manager how we can support you with automated follow-up sequences, post-service emails, or customer satisfaction surveys.
   

2. “They didn’t fix what they messed up.”
   Mistakes aren’t the issue—ignoring them is.
   Solution: Empower your team to respond quickly. A simple text and a photo update go a long way in showing accountability.
   Halstead Help: Curious how texting can improve client communication? We’ll show you howl clients are using SMS automation and updates to resolve issues fast.
   

3. “They never replied to my review or complaint.”
   A missed response feels like indifference.
   Solution: Monitor and reply to every review. It’s not just good service—it supports your online visibility and reputation.
   Halstead Help: If you're a Review Builder client, we offer suggested responses and reputation management support. Didn’t get our tips yet? Just ask—we’ll walk you through it.
   

4. “No one seemed to know what was going on.”
   When systems don’t talk to each other, your team—and your customer—feel the disconnect.
   Solution: Sync your communication, CRM, and project management tools so your sales, ops, and service teams are always aligned. Integrated platforms reduce dropped balls, repeated info requests, and confused customers.
   Halstead Help: Whether you use HubSpot, Aspire, LMN, ServiceTitan, or their similar tools, we help clients connect their systems to streamline customer communication, automate updates, and keep teams in sync. Need to reduce back-and-forth? Let’s talk integration strategies.
   

5. “The work didn’t match the proposal—or the price changed.”
   Nothing breaks trust faster than surprises in scope or cost.
   Solution: Set clear expectations up front with transparent, itemized proposals. Lock in pricing and scope digitally so there’s no confusion when the work begins—or when the final invoice is sent.
   Halstead Help: We help clients streamline and professionalize their sales process with digital proposals that are clear, branded, and easy to approve. Want to improve close rates and eliminate miscommunications? Let’s talk proposal tools.

Your Brand Lives in Every Interaction

From that first site visit to the last invoice, every interaction tells a story. Your customer wants to feel like they made the right decision—and when you make communication easy, proactive, and professional, you reinforce that every time.

Your PM is here to guide you in all aspects of your business - reach out with any questions! 

And in case you missed any of our other monthly emails - check them out here:

• Marketing and CRM systems are designed to adapt and scale with your business, providing stability and momentum even during economic shifts or uncertain times.

• Our approach supports companies expanding into new service lines or markets by refining targeting, optimizing websites and brands, and updating content—often without the need for a full rebuild.

• For businesses considering mergers, acquisitions, or long-term transitions, we help preserve brand equity, streamline integration, and build a strong foundation to support growth and legacy planning.

To a strong season,
—Tracy
Vice President of Customer Experience & Delivery