The LawnGuru Pro Guide to Success:
We highly recommend and encourage, if not insist, that you read the following guide in its entirety and keep this email on hand. These are our most commonly asked questions and their solutions. Following this guide and taking time to get accustomed to the app is what is going to make you successful on LawnGuru! We put this together thoughtfully for you, and your benefit.
In the event you did not find your answer in the LawnGuru Pro Guide, do not fret! We have some handy dandy FAQ’s prepared for you that will answer any other uncertainties you may have.
A LawnGuru decal will be mailed to the address you registered with. Please place this decal on your back windshield. We prefer you sport the logo as this will help customers properly identify you as a LawnGuru provider.
Picking Up Jobs
It’s important to only pick up as many jobs as you can reasonably complete in the time allotted.
One-Time Lawn Mowing Requests, or On-Demand Lawn Mowing Requests, are often the first time we interact with our newest Customers! Mostly, they want to test us out before committing to a recurring service. These jobs must be completed within 48 hours of acceptance. Upon accepting a On-Demand request, you will be prompted to select an estimated time frame to complete the service. While you’re not locked into this time frame, it’s very important to notify the Customer through the app if things change and you plan to service them at a different time because the Customer will be expecting you in the allotted time you chose.
Recurring Lawn Mowing Requests: When you accept a recurring service, keep in mind this customer will ideally be with you for the season, so be sure to begin establishing and cultivating a relationship from the start. Recurring Services are jobs that must be completed on a weekly or bi-weekly basis. These jobs need to be completed consistently on the day shown in the app. Most recurring services are ordered by Customers as a “Wildcard” orders which means, You, the Provider, can choose the day of the week you want to service that property. Please choose the day wisely as you will be held responsible for completing this job the same day each week (weather permitting). Recurring services can only be picked up for weekdays; we do not book recurring jobs on Saturday or Sunday. In the event a recurring service already has a specified day listed, this means the Customer is paying a premium fee to select their day of service. If a Customer’s designated service day is missed for reasons other than weather, this premium fee is subject to a refund.
Pro Tip: Most recurring requests need to be serviced on the current week. For example: if you choose to accept a job to service on Tuesdays, but it just so happens to already be Wednesday, you’ll have the option to accept the Customer’s active request for immediate service. If you won’t be available within 48 hours to do the first service, you may decline the active request allowing another LawnGuru Provider to pick it up as a One-Time Job. After the first week you’ll be free to cut them consistently on the Day that you initially chose. This is to avoid the Customers first service from being pushed out a week based on the day it’s picked up for. Our goal is to get them serviced the week that they sign up!
*Please note that snow service is currently only available in the Detroit market.
One-Time Snow Service Requests: Snow is a fast paced season. Once you pick up a job you have 6 hours to complete the service. Often, Customers will message Providers within the app to coordinate a time frame or gather an ETA so be sure to keep up with your in app messages. All snow services are ordered on demand or booked with an AutoPlow subscription, described below. If customers order snow service and are taken care of at the beginning of the storm, but need it again later into the storm, direct them to the app/website to re request.
AutoPlow Service Requests: Providers can think of AutoPlow customers in the same terms as recurring lawn customers. AutoPlow allows customers to sign up for recurring snow clearing service. These recurring customer are pre-assigned to AutoPlow providers. As an AutoPlow provider, you will have a pre-routed schedule of clients to service each time it snows two or more inches. This allows us to help build highly dense and efficient routes for AutoPlow providers. To become an AutoPlow provider, please contact LawnGuru Provider Support through email, phone, or live chat.
Special Service Requests: The top performing Providers in each market will receive notifications for Special Jobs. These jobs are viewable on both the map (indicated by a gold star) and from within the Available Jobs screen. Special jobs may include a wide variety of outdoor services; Yard Clean Ups, Overseeding, Aeration, Sprinkler Winterization, Mulch Spreading, Bed Weeding, Hedge Trimming and more! Preferred Providers are able to submit their own quotes for these special jobs and choose the date they’d like to perform the work. All special jobs must be completed on the date the Provider chose. Ask us how to become a Preferred LawnGuru Provider.
Mission: Transformational Experience
At LawnGuru we are on a mission to provide all of our users, including you, a Transformational Experience for lawn care and snow removal. It makes LawnGuru the best service Provider to Customers and prospects, and enables us to be your best Customer. Each feeds the other.
A Transformational Experience requires us to, together, exceed ordinary standards at every step of interaction with LawnGuru. It’s how we win, nurture, and grow our user base of Customers and Service Providers.
We think it’s really important to share this perspective with you, so you can help us in our mission to help Customers and enable us to best grow your business. Really, we share this mission and both benefit.
For our Customers, this means we’re accepting jobs quickly and performing a complete high quality service promptly - ideally in the first half of their service window. It also means we’re proactively communicating and accommodating when/where it makes sense. Little things like these are where allow for word of mouth growth (Customers asking for you specifically), and prevent service cancellations.
For our Providers, like you, this is how we get you high-quality, increasingly dense recurring routes and top off your days with nearby on-demand Customers. It’s also why we’re building and expanding our services for your core business to unlock efficiency without charging you a dime. Efficiency is one of our combined advantages and we’re constantly getting better.
The 20/70/10 Rule
At LawnGuru we look at all of our Providers through a 20/70/10 lens. The top 20% of our Providers drive 80% of our most successful experiences. Conversely, the bottom 10% of our Providers are the source of 90% of our waste, cancellations and Customer support problems.
By constantly focusing on duplicating the top 20% and eliminating the bottom 10% we’re simultaneously pushing to new highs and breaking chains that hold us back. Over time, this has the effect of shrinking the gap between our top performance and our worst performance while raising the average result and the quality of our middle 70%.
In practice, we rotate how we’re measuring our Providers each month and let you know where you stand. We use things like how fast accepted jobs are completed, how fast Customers are responded to, the rate of cancellations, the rate of service complaints as criteria and let you know where you stand. For the most part, doing a timely good job will keep you out of the bottom 10%. Repeatedly coming up in the bottom 10% is a recipe for removal. Staying in the top 20% is a recipe for ridiculous growth.
Pro Tips to Success
Our top Pros have their own cult followings and make a point of owning their LawnGuru Customer relationships by sticking to the 3 C’s of success: Consistency, Cuts and Communication.
Consistency: It’s important for both Wildcard and Chose Your Day Customers; be sure to show up regularly on the day that is scheduled on your job board. If you’re having an issue repeatedly with a Wildcard order, let a LawnGuru Agent know so we can move the job to optimize your route, cut down on drive time and maximize mowing (revenue producing) time.
Cuts: Deliver a 5-star, quality service every time. Treat each lawn as if it were your own by ensuring the Service Detail Checklist is complete.
Communication: We understand that weather and equipment malfunctions can impede work of this nature. For any rain delays, our policy is next dry day. It’s Provider responsibility to reach out to all of their LawnGuru Customers using the app to notify them regarding a delay in their service. Customers are counting on us to keep them updated with delays.
To message your LawnGuru Customer within the app: Click message icon > tap Customer from list you’d like to message > type your message > tap Send
How to Claim and Complete a Job
Find a job you’d like to claim and swipe Claim Job to add it to your job board > swipe Go To Job when you’re ready to dispatch > swipe Start Job when you begin servicing > complete the. Check List presented for the service details > Upload a Photo of the job well done.
Go To Job: Only swipe Go To Job when you’re ready to dispatch to the location. It’s important
to always swipe Go to Job when you’re truly going to the job. At this step, the Customer receives a text letting them know you’re on your way, and payment is authorized to ensure funds are available. If you render the service and then swipe all functions at the same time (go to job/ finish job) and the card fails, we can’t guarantee payment. That function is built specifically so that work isn’t rendered when payment isn’t available. LawnGuru was built to optimize the Customer experience while making sure that our Providers never do work without pay. This notification also gives the Customer time to unlock their gate, let pets indoors, and shut off their sprinkler system so their property is ready for you to service. If the Customer isn’t allotted the appropriate amount of time to take care of these things, you will not receive a trip charge if you Request Cancellation.
Start Job: When you’re ready to begin working, swipe Start Job. If you fail to swipe Start Job you run the risk of performing a service without being compensated; the Customer has the ability to cancel at any point before you start the job. Once a job is started, the Customer cannot cancel.
To Complete a Job: As you work you’ll need to keep the “Job Checklist” in mind. This will detail everything that needs to be done at that service for the job to be complete. Until this job checklist has been completed in it’s entirety, jobs should not be closed out. Once you mark each service detail as complete in the checklist, the app will prompt you to take a photo and submit that as the finished job photo. From here, the app will close out the job for you.
If you’re having any issues completing any of these functions, please reach out to LawnGuru Support with the address of the job. Support can be reached by: email@example.com, live chat within the app, text 248-916-0177 or by phone (855) 807-8974 so we can help resolve the issue immediately.
Do not swipe all functions at the same time. When this is done, your Customer will see that the job was started and finished within 60 seconds, which results in them thinking the cut was never performed. Please be mindful of this as we do offer a service, it needs to be executed properly from start to finish. We want the Customers we share to smile, appreciate your work and take joy in their finely manicured yards.
Do swipe all functions in real time. If a Customer doesn’t want service, once receiving the notification that their provider is En Route, they can cancel which will result in a cancelation fee paid directly to the Provider. To ensure payment, swipe all functions in real time.
Pro Tip: We understand unforeseen circumstances can arise while out servicing. If you happen to run over a dog toy, sever a cable cord, etc... be sure to submit photo documentation to LawnGuru right away! Your LawnGuru Support Team is here to help you whenever an issue arises so you don't have to! Be a standout and please be sure to document these types of situations immediately.
Provider Service Options
Providers can Release Jobs, Request Overgrown Fees, Request Cancellations and Change Service Days. We'll cover what each option entails below
If you’re unable to service a property on your board before the due date, you can release the job without penalty.
If you need to release a job on the day it's due, you may do so however a $10 release fee may apply. If you've already agreed to service a customer, they're counting on you to service their property so it is highly inconvenient to release their job last minute. We certainly understand equipment malfunction and if this is the case, easily message your customer within the app explaining the delay to gain approval for an extended service window. Failing to release a job or leaving a job on your board after it's due date when you're unable to service it will also result in a $10 release fee. To avoid a release fee, simply do not accept jobs you do not intend to service.
How to Release a Job: Tap the black "service options" button > tap Release Job> tap Release Job again.
After releasing a job it will be cleared from your Job Board and visible on the home screen so another LawnGuru Provider can accept & service this customer. Releasing jobs should only be used as a last resort as it will have a negative effect on your star rating.
Going out of town?
LawnGuru Providers work hard, so vacations are important and encouraged. It’s imperative that when you’re leaving town you release all of your jobs. If you want to keep your recurring Customers, contact LawnGuru Support with two weeks notice so that we can work to pair up your Customers while you’re away. We’re happy to leave you on the recurring service, however, Customers rely on us so they must continue receiving service regardless of personal schedules.
Request Overgrown Fee
Overgrown lawns are fairly common. If you’re unsure if a lawn is overgrown, be sure to carry a ruler so you can best determine when to submit a request to receive an overgrown fee. Never request an overgrown fee if you're late servicing a customer.
When ordering, customers choose if their grass is below 6 inches, up to 12 inches or above 12 inches in length. Lawns with thick grass that consistently stands over 6 inches in length are considered overgrown per LawnGuru’s standards. Lawns of this length need to be cut multiple times, which results in a 2-4x charge to compensate for the Provider and crew's time. Not all lawns that have grass that is 6 inches will require a double cut. Use your judgement when contacting us for an overgrowth fee.
How to Request an Overgrown Fee: tap the "service options" button > tap Request Overgrown Fee > select the class length that accurately represents the property you're at > tap Submit Picture > take a photo > tap Ok.
Hint: Please be sure photos submitted include either the property address or house so we can quickly review your request. An Agent will let you know when the Overgrown Fee has been approved or denied. If you have a ruler, include that in the photo showing the length of the grass. LawnGuru Agents are the only ones who can authorize an overgrown fee.
Do not start mowing the lawn until your request is approved as we cannot guarantee a back-payment for the overgrowth after the service is rendered. We want Providers to get paid for all of their work, and we can’t ensure that if pros go outside the policies set by LawnGuru. LawnGuru is not liable to cover overgrown fees if the necessary steps aren’t taken before service is rendered.
If overgrowth isn’t authorized quickly by a LawnGuru agent due to our business hour restrictions, "Request Cancelation" instead and upload a photo with reason for your request.
At times, LawnGuru Providers may need to cancel jobs. The Request Cancellation button should only be used if:
- You arrive at a job and the gate is locked
- There are pets or obstacles in the yard that prohibits you from servicing the entire area requested
- The customer messages you to cancel the service after you've already slid "Go To Job" meaning you've dispatched to the property or you're already on the job site.
In short, if you’re unable to perform service within our terms of service due to Customer error once on-site for said location, you may Request a Cancellation so you receive a trip charge for arriving at the property with intention to service.
How to Request Cancellation: tap the Service Options button > tap Request Cancellation > type the reason you'd like to cancel > tap Submit Picture > upload photo > tap Ok. At this time a LawnGuru Agent will review your request and if approved, you'll receive a trip charge.
Change Service Days
As the season gets underway and Service Providers begin building their routes, it may be necessary at times to move jobs to different service days than initially accepted in order to optimize routes. You may not Change Service Days for active jobs and this tool must be used sparingly.
Hint: changing a customers service day multiple times within a 1-6 week span is deemed as abuse of this feature and may result in account suspension.
What does Poorly Marked mean?
Poorly Marked: There are infinite ways to both poorly and correctly trace a lawn, driveway or sidewalk on LawnGuru. The most important aspect is making sure that all major areas are included. This ensures that you're accurately compensated for your work! Be sure to flag a job as Poorly Marked only if the highlighted portion doesn’t account for the complete area the Customer expects to be serviced, or if the marking lines are crossed, showing the area as red. Remember to always flag a property as "Poorly Marked" before accepting the job.
Follow these steps to Flag a Job as Poorly Marked: Tap the "Red X" Poorly Marked icon > tap Confirm. When you flag a property as poorly marked, a LawnGuru team member will review the claim and contact the Customer if necessary to re-mark the property and re-submit the order for service.
Examples of Poorly Marked vs Correctly Marked Properties:
Customers can Skip a service appointment at any time within the LawnGuru app. If you see the word Skip next to any job, the "Go To Job" function will not be visible for you to swipe. Do not service this property.
The Skip function may be activated on any of your jobs for a few reasons:
- The Customer does not need service this week and ordered a skip. Customers often order a skip if their grass is burnt out or hasn't grown from the previous cut, the lawn is too wet to service due to weather or there may be construction taking place at their home that will prohibit the service area from being clear of obstacles.
- If the property is on a bi-weekly schedule. Bi-weekly lawns will show up on your board each week so you know that the account is still claimed by you. If you cut this property the previous week, it will show up as a Skip on your job board the following week so you know not to service it.
Why did a job disappear from my board?
Jobs can disappear from your board for two reasons. Either the card has failed when you swiped Go To Job - which is an automatic cancellation; or the Customer has canceled their service appointment.
Sometimes we all miss some grass or forget to blow off a hard surface. No problem! Customers have up to 48 hours after a service is complete to raise a quality service concern. Rather than defaulting to a refund, which costs us both time and money, we’ll reach out to you to get the matter resolved in a timely fashion.
We’ll get you all the pictures and details we collect to make resolution clear and straightforward. Making right by a Customer is a great way to ironclad your relationship, drive referrals and stack stable recurring revenue!
Major service issues: property damage, injury or patterns of service complaints.
Major issues happen from time to time. If something like this happens, lead with transparency and let LawnGuru and the Customer know. Avoiding a negative surprise is the first step to getting it solved!
Pro Tip: document photos of damage immediately.
From there, we’ll work with you and the Customer to make sure the problem is resolved successfully. We are insured, but this is the third line of defense. The first line is keeping safety and quality as the overriding priority - on every job!
Banking Info and Details
With LawnGuru, collections and payments are problem free! When you complete a job in the app the payment process gets started immediately.
Payment goes from the Customer through Stripe’s platform to your chosen bank account. We never middleman the transaction. This process takes 2-3 business days so jobs completed Monday will be in your account by Wednesday.
Pro Tip: If you complete a job on the weekend, bank holiday, or after the banks have closed for the day the process still gets started right-away but the ACH transfer doesn’t move until the next banking day begins.
Changing Bank Info
Contact a LawnGuru Support Agent with the new account information ready and let them know you’re trying to make this change. From there we’ll get everything updated for you safely and securely so your funds always arrive on time and paid in full.
Not Possible to Fix
We are unable to “re-do” a transfer once it’s been sent. If the banking information provided is incorrect and directs funds to another account, it is unlikely they can be recovered - at least in a timely fashion. We also can’t recall a transfer sent correctly to another account you provide after the fact.
At the end of the year, we’ll send you a 1099-K Form for the work you’ve completed which includes our take and yours. Deduct ours right off the bat and any expenses you or your business incurred accordingly. We’re not accountants, but we think we made this as simple as can be!
Pro Tip: You will only receive a 1099-K if you’ve completed over 200 jobs using LawnGuru or earned over $20,000 using LawnGuru.
Zero Tolerance Policy
There are certain things we have no tolerance for whatsoever and they shouldn’t be surprising. Be sure to look them over - we’re incredibly serious about each and the one strike policy is strictly enforced for any of the issues listed below:
- Soliciting LawnGuru Customers
- This includes encouraging LawnGuru Customers to cancel their service and reschedule outside of the app with you, requesting additional money directly from the customer in order to complete their service, or scheduling Special Services for LawnGuru customers outside of the app.
- Obscene Behavior or Lack of Professionalism
- Flagrant obscene or disrespectful behavior towards Customers or fellow Gurus, or fraud of any kind including misrepresentation of things like equipment and/or insurance.
- Malicious Platform Activity
- Theft & Crime of any kind
- Falsifying Completed Job Photos
Misuse of the App
This Pro Guide was created to help minimize, if not eliminate, misuse of the app. If there are any questions regarding the LawnGuru Pro Guide detailed above, please reach out to LawnGuru Support Agents so that we can help!
Mistakes Happen and that’s ok! If we can repair or make up for mistakes, these are opportunities for growth. Never be afraid to double check details, contact the Customer or ask a LawnGuru Support Agent for help.
One form of unacceptable failure is repeating the same mistake over and over again - this can be an indicator of poor fit, inability to learn or grow. Not listening to your Customers or LawnGuru Support Agents before and after a given failure or shortcoming is another. Never ignore the evidence. Providers who misuse the app, the flow, or break our Terms of Service are subject to a review, which may result in disciplinary action including but not limited to removal or suspension from LawnGuru.
Our Journey Together
Together, we’re setting a newer, higher standard, for LawnGuru Customers. We’re thrilled to share LawnGuru with you. Providers are our partners, and we are yours, let’s make sure we’re both accountable to the standards we maintain and exceed the expectations of our Customers! Problem users, both Customers and Providers, tend to exit our platform pretty quick.
As a business owner, you already know that customer service is a balancing act between setting expectations, creating accountability, and preserving future business opportunities. We hope you see Customers you service through LawnGuru as your own and treat them as your own - we work hard to compliment your effort so they stay on your job board season after season!
Use this Pro Guide to mitigate issues and best ensure your Customers are happy. If you’re doing this, you’re upholding your end of our partnership and ensuring a long-lasting relationship with LawnGuru.