The Unintended Benefits of Using UpGage - the Customer Side
When we introduced UpGage to our business, our primary focus was on increasing revenue. And we achieved that goal! (Check out our success story in Blog 1). But what we didn’t expect was how UpGage would improve both customer and employee engagement in ways that surprised us. Here’s how UpGage has transformed our customer interactions and brought unexpected benefits to our team.
How UpGage Improved Customer Engagement and Trust
1. Creating More Customer Touchpoints
Once our Techs started engaging directly with customers, upsell conversations increased. Customers weren’t just another stop on the route—they felt seen and heard, even if they didn’t make a purchase that day. I shared with the Techs how much I value when a customer says, “Thanks for looking out for my property.” These touchpoints became a powerful way to connect with customers on a deeper level, even outside of direct sales.
Unintended Benefit #1: More touchpoints with customers, allowing us to educate and engage on property issues.
2. Building Trust and Stronger Relationships
Through onsite discussions, leave-behind notes, videos, and photos of issues with notes from the Techs, our customers began to feel a stronger connection to our team. Techs got to know the customers better, invested more in their work, and produced higher-quality results. This approach reduced “go-back” calls, and when there were issues, customers were more understanding.
Unintended Benefit #2: Increased customer trust and improved retention.
Customers now call with a new tone. Gone are the frustrated calls assuming we don’t care. Instead, they say things like, “When Chris was here, I think something got missed,” or “When Chris comes back, could he check on this area?” This change has humanized our team with the customers, who are far more likely to give us the benefit of the doubt.
3. Boosting Google Reviews and Motivating Techs
Google reviews are essential for any service business, and we’re always looking to increase ours. After seeing how well customers were getting to know their Techs, we ran two review campaigns to leverage this trust:
First Campaign: We simply asked customers to leave a review, encouraging them to include their Tech’s name.
Second Campaign: We offered a $25 tip for the Tech, from us, if the customer left a review mentioning the tech by name.
BINGO! The second approach was a game-changer! Reviews began pouring in, and customers highlighted our Techs by name. It was a win-win: Techs received recognition and extra income, and customers showed their appreciation. The best part? We track these reviews and tips in UpGage, so the Tech can see their impact on both the company and their wallet. And who doesn’t love seeing their name in a glowing review? This recognition fuels even better service!
Unintended Benefit #3: More Google reviews and a powerful internal motivator for Techs to excel in the field.
4. Improved Route Density with Engaged Employees
One major transformation came from how our Techs now approach new opportunities. Previously, when customers would ask for a Tech’s business card, they’d respond, “Call the number on the truck.” This wasn’t ideal, as it rarely converted. But this spring, we landed our largest fertilizer account ever because a Tech took the time to engage with a prospect and earned over $500 in upsell commissions!
With UpGage, Techs have access to customer information like name, address, phone, and email, making it easy for our office to follow up. We track these leads in UpGage and see their impact on sales.
Unintended Benefit #4: Improved route density as Techs engage more with potential clients, leading to better efficiency and revenue.
Building a Better Customer Service Experience with UpGage
Each of these unintended benefits has shown us that we’re just scratching the surface of UpGage’s potential. It’s not only helping us build a better business but also a stronger, more motivated team. When your company experiences these types of benefits, it’s incredibly motivating. We feel like we’re on our way to becoming the very best customer service lawn care company out there!
Let’s Talk About Your Business Challenges
What challenges are you facing? Let’s connect! Set up a call, bring your biggest problem, and let’s discuss solutions—no sales pitch, just a genuine conversation. Schedule a call here!
About the author:
Chris Imlach is a Co-Founder of UpGage and 20 year Green Industry veteran. After spending 18 years as a full service landscapers Chris and his team has streamlined the business to be fertilization only under their Green Sphere brand. Chris' goal with developing UpGage is to short cut other owners journeys to success, help them go faster, make more money while developing a kick ass company culture!