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Lawn Care, Inc. Organizational Change Proposal

Decent Essays

Lawn Care, Inc., based in Tulsa, Oklahoma, has been providing the local community lawn care service since 1997. Lawn Care service currently offer standard lawn care services such as fertilizing, weed control, snow clearing, lawn cutting, weed eating, pruning of trees and bushes. The company primarily consists of field service techs with a small office staff which is responsible for answering phones, billing, accounting, sales, marketing and production of the news letter which is sent to existing customers.
With the limited staff and limited customer contact, management feels that drastic measures are needed to reach new customers, expand current customer services, increasing understanding of customer desires, increasing the customers' …show more content…

Customer Service
The customer service person will keep the lines of communication open between the company, its employees and its customers. Currently, Lawn Service Inc. does not have an internal customer service position. The customer service primary goal will be to provide telephone and computer support to customers about lawn and yard services in a timely, professional manner, while performing data entry and other clerical functions. This includes addressing questions and concerns, while assuring customers their business is truly appreciated.
This position will implement a newsletter via Intranet and through various other electronic media methods. The newsletter will be distributed monthly or quarterly for existing and new customers who either opt-in via our website or mail to customers who do not have e-mails or prefer having their sent in the mail. This newsletter will include the benefits of lawn service, pest control, garden care and current promotional advertising materials. Lawn Care staff will get to know their customer base better by applying surveys. Customer service will work with sales, accounting and technical department to develop a customer database on customers, services, specials, and customer complaints surveys. These surveys will be sent to existing and new/potential customers to find out what services they may want that are or are not currently

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