How We Use Dissatisfaction to Keep Our Customers Happy




We’ve been doing this lawn care thing for a while – over 20 years – so we know a thing or two about keeping our customers happy. One of the best areas we know is dissatisfaction. That’s because every lawn care customer who has come to us from another lawn care company has a reason why (sometimes several).

We’ve taken those reasons and used them to improve our business over the last two decades. Whether you use this list as a way to vet new companies, or just as a way to make sure you’re aware of all of the services we provide, we hope you find it helpful.

Poor Communication

This is one of the top reasons customers leave other lawn care companies. They can’t get answers to questions they have. They don’t know when they will get service. They don’t know who will be treating their lawn. They don’t know exactly what treatment they got after the employee leaves. We combat this communication area in several ways. First, we make sure we have real people who answer our phones.

Second, we make sure you know when your lawn care treatments are scheduled. We knock on your door before we start your service so you can ask us questions. Plus, we leave a detailed email telling you exactly what services we performed.

But the biggest difference in communication is our lawn coaches. Every customer gets their very own lawn coach – he will be your lawn guy for the entire season. He will get to know you and your lawn and he is accessible for questions whenever you have them. You’ll even have his cell phone number!

No Guarantees

Some lawn care companies offer no guarantees. That’s now how we operate. We offer a satisfaction guarantee. If there is ever a problem with your lawn, we send your Lawn Coach back out to fix the problem to your satisfaction at no charge. We also offer a Greenback Guarantee. If you are ever dissatisfied with the results of one of our treatments, we will work with you and your lawn to make things right. If you are still not satisfied, we will refund your last regular service charge. Learn more about our Greenback Guarantee.

Unprofessional Behavior

At Heritage, our employees are not teenagers who needed a summer job. All of our employees are permanent – no subcontractors. Our team consists of horticulturists, state-certified route managers, and nationally certified landscape technicians. These lawn coaches have the training, education, and experience to solve your lawn problems. They work year round and are experienced in both lawn care and customer care.

Ugly Lawn

Chances are, you’ve experienced the merry-go-round that most other companies call “lawn care”. They come and spray your lawn with chemicals to kill the weeds. Those chemicals kill off both the bad and the good microbes in your soil, and then the weeds return. We don’t play the “see the weed, spray the weed, repeat” game that most lawn care companies play. Our exclusive Eco-Pride system starts with the soil.  We focus on balancing your soil so it is naturally healthy. We limit the amount of chemicals we put on your lawn and we use environmentally friendly products. Because we treat the problem (the soil), not just the symptoms (weeds), you get a thick, healthy lawn, which is your best defense against weeds hands down.


Many times customers tell us they left their old company because doing business was inconvenient. Our online portal – Lawn Gateway – lets you access your personal account information to view invoices, make payments, request services, and communicate with your Lawn Coach whenever it’s convenient for you. Our Lawn Gateway will also allow you to explore the services that Heritage provides and to request information from us directly. We even offer the option to pre-pay your bill – you can save 5% off your entire year if you pre-pay by January 31st. We try to make doing business with us as easy as possible.

Not Enough Services

Maybe you need sprinkler repair or maintenance or perhaps your trees and shrubs have insects or disease. Heritage offers a plethora of services that encompass all of your lawn and landscaping maintenance needs. We even offer pest control, flea and tick treatments, and mosquito control applications for your lawn. See a list of our lawn care services on our home page.

All of these areas of dissatisfaction with previous lawn care companies have helped us hone our lawn care services and our customer care services to become one of Kansas City’s most trusted and reliable lawn care companies. If you’re not happy with your current company, come give us a try! Call us at (913) 451-4464 or contact us online. But don’t take our word for it. Check out what our customers are saying on Facebook.